| Issue |
E3S Web Conf.
Volume 426, 2023
The 5th International Conference of Biospheric Harmony Advanced Research (ICOBAR 2023)
|
|
|---|---|---|
| Article Number | 01007 | |
| Number of page(s) | 4 | |
| Section | Integrated Sustainable Science and Technology Innovation | |
| DOI | https://doi.org/10.1051/e3sconf/202342601007 | |
| Published online | 15 September 2023 | |
Impact of Industrial Technology 4.0 in Improving Service Quality and Customer Experience on E-Commerce Platforms
1 Information Systems Management Department, BINUS Graduate Program – Master of Information Systems Management, 11480 Bina Nusantara University, Jakarta, Indonesia
2 Master of Management, Faculty of Economics and Business, 60131 Airlangga University, Jl. Mayjen Prof. Dr. Moestopo 47, Surabaya, Indonesia
3 Information Systems Department, School of Information Systems, 11480 Bina Nusantara University, Jakarta, Indonesia
* Corresponding author: wahyu.s@binus.ac.id
With the rise of Industry 4.0 technology, e-commerce platforms have the opportunity to enhance their operations and improve customer experience. Industry 4.0 technology, which includes the Internet of Things (IoT), artificial intelligence (AI), and blockchain, has the possibility to revolutionize e-commerce by enabling personalized, secure, and convenient shopping experiences. This research aims to evaluate the effect of Industry 4.0 technology in improving service quality and customer experience on e-commerce platforms. This article is focused on the impact of industrial technology 4.0 on e-commerce for data collection. Finding relevant and reputable papers is the first step in creating this article. Then, the search result is sorted by title and abstract. If it is suitable, it is necessary to conduct a literature review and then make a comparison. It was found that industrial technology 4.0 has a significant effect on improving service quality and customer experience on e-commerce platforms. Moreover, the use of industrial technology 4.0 has also improved the personalization of services on e-commerce platforms.
© The Authors, published by EDP Sciences, 2023
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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