Author(s): Soheli Ghose, Parimal Kumar, Irshad Ahmad, Sarita Nayak, Asjad Usmani and Nupur Angirish
This study aims to explore the complex connections between e-customer management, the Internet of Things (IoT), customer satisfaction, and brand loyalty. The main goal is to investigate how these components work together to build strong, lasting customer relationships. A well-thought-out survey was conducted based on existing ideas to get number-based data from lots of different people who use e-commerce platforms. The survey was put online to reach as many people as possible, and we ended up with over 485 responses. That number is a good representation of the population, with a variety of backgrounds, which makes our findings more trustworthy. The findings suggest that businesses that use e-customer management tools and IoT devices can improve customer relationships by increasing satisfaction. This leads to a more engaged customer base that is more likely to be loyal. This investigation uniquely contributes to the current literature by using a multifaceted approach. Thereby building upon the knowledge we’ve gained from studying e-customer management, IoT, and customer satisfaction. Previous studies have mostly looked at these things separately. Customer happiness is super important and affects how loyal customers are. Research often shows that happy customers are more likely to stick with a brand and tell others to use their products and services.