Leveraging Technology to Enhance Customer Experience and Gain Competitive Advantage in Pakistan's Textile Industry

Abstract

Many different businesses see and apply a business-centric approach as a means of gaining a competitive edge in the dynamic business climate of today. The aim of this study was to investigate the association between customer satisfaction and service quality in the Pakistani textile industry. The participants in this study were all consumers with prior textile industry expertise, living in the Faisalabad district. Sample of 100 customers was selected from Chiniot bazaar and Montgomery bazaar district Faisalabad. In order to conduct this investigation, a questionnaire was used as an instrument. The material of the product or service received an average rating of 1.83 stars out of 5. The fact that the standard deviation of the ratings that surrounded this average rating is only 0.79 indicates that the ratings given for the material were generally low and that there was not much of a range in the ratings. 1.90 is the average rating given to the services that are associated with the product or service. The fact that the standard deviation of the ratings surrounding this average rating is only 0.75 indicates that the ratings given for the services were not very high and that there was not much of a range in the ratings. As a result, the hypothesis H0 was accepted, but the hypothesis H1 was not. Organizations in the textile industry should make use of technology in order to improve the overall customer experience. Implementing platforms for online shopping, delivering customer service through social media channels, and utilising data analytics to gain an understanding of customer preferences and behaviour are all viable options for accomplishing this goal.

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