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All Journal Journal of Artificial Intelligence and Digital Business
Hayya, Lidya Nur
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Computer Science & IT Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering

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Adopting Omnichannel Strategies for Enhanced Customer Experience in E-Business Rahman, Arif; Hayya, Lidya Nur; Indah P, Euis Ayu; Redjeki, Finny
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 4 No. 2 (2025): Mei - Juli
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v4i2.1248

Abstract

The rapid advancement of digital technologies has reshaped consumer behavior and expectations in the realm of e-business. Customers today seek seamless and consistent experiences across various channels—online and offline. Omnichannel strategies have emerged as a comprehensive approach that integrates these channels to provide a unified and personalized customer experience. This paper explores the adoption of omnichannel strategies and their impact on enhancing customer experience in e-business.This study uses a qualitative-descriptive method with literature review and case analysis as its basis. Data were collected from previous research, white papers, and official industry reports from sectors such as retail, banking, and service industries. The framework of analysis focuses on three key dimensions of customer experience: consistency, personalization, and convenience.Findings suggest that adopting an omnichannel strategy significantly improves customer satisfaction, engagement, and loyalty. When businesses integrate digital and physical touchpoints—such as websites, mobile apps, chatbots, social media, and in-store experiences—customers feel more connected and valued. Brands like Sephora, IKEA, and Amazon have successfully implemented omnichannel models that deliver real-time, personalized experiences to customers at every stage of their journey.However, implementing omnichannel strategies requires high investment in data infrastructure, customer journey mapping, and cross-functional coordination.
Perception of Business Ethics and Healthcare Service Quality in Hospitals: Impact on Patient Satisfaction and Loyalty Widjaja, Trees Nia Sari; Sikki, Nurhaeni; Kasyati, Kasyati; Yinnie, Celine; Febrina, Dara Meutia Ayu; Kusyanto, Fahmi Abdullah; Hayya, Lidya Nur; Samsu, Ridha Aprillah; Astuti, Tri
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 4 No. 3 (2025): Agustus - October
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v4i3.2252

Abstract

This study examines the impact of patients' perceptions of business ethics and healthcare service quality on their satisfaction and loyalty within hospital settings. As healthcare becomes increasingly competitive, ethical conduct and service quality have emerged as pivotal factors in ensuring patient retention. A quantitative research approach was utilized, with data collected from 200 hospital patients through a structured questionnaire. The findings reveal a significant positive relationship between business ethics and service quality on patient satisfaction. Moreover, patient satisfaction was found to strongly influence patient loyalty. The results highlight the importance of ethical practices and high service quality as strategic drivers for enhancing patient loyalty. The study concludes by offering managerial recommendations aimed at fostering better ethical standards and improving healthcare service delivery to strengthen patient retention.
Co-Authors Arif Rahman Febrina, Dara Meutia Ayu Indah P, Euis Ayu Kasyati, Kasyati Kusyanto, Fahmi Abdullah Redjeki, Finny Samsu, Ridha Aprillah Sikki, Nurhaeni Tri Astuti Widjaja, Trees Nia Sari Yinnie, Celine