Impact of Industrial Technology 4.0 in Improving Service Quality and Customer Experience on E-Commerce Platforms

Abstract

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.