THE IMPACT OF DIGITAL TRANSFORMATION ON CUSTOMER SATISFACTION
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THE IMPACT OF DIGITAL TRANSFORMATION ON CUSTOMER SATISFACTION
This study aims to: (1) analyze the impact of digital transformation on customer satisfaction, (2) identify key digital tools that enhance customer service, and (3) evaluate the benefits of digital customer engagement. A survey design was employed to gather data from customers and businesses. Using Taro Yamane's formula, a sample size of 381 participants from the service industry in Lagos was determined, ensuring comprehensive insights. The service industry was chosen for its direct customer interaction and high potential for digital enhancement. The reliability coefficient score of the survey was 0.88. Findings indicate that digital transformation significantly enhances customer satisfaction by providing more personalized, efficient, and accessible services. Recommendations include investing in user-friendly digital platforms, fostering a culture of customer-centricity, and continuously monitoring and optimizing digital customer engagement to enhance satisfaction.
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