International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Customer Satisfaction Across Shopping Channels: Trends, Insights, and Future Perspectives

Author(s) Prof. Dr. Pavan Kumar Gupta, Pawan Kumar
Country India
Abstract This study is a bibliometric and systematic review of literature of three decade starting from 1994 to 2025 to identify new trends, insights and future perspectives. With special attention to keyword co-occurrence analysis, major themes, prominent authors, top journals and nation’s contribution to the present research domain. The combination of biblioshiny (web interface application of Bibliometrix) and VOS viewer software was used to visualize the analysis. The study's findings reveal prominent areas in past three decades of research on customer satisfaction the most significant nodes are service quality, customer loyalty, electronic commerce, loyalty, customer experience, retail. The paper also offers actionable recommendations for business practices to improve customer satisfaction in a competitive and multi-channel retail environment. The study findings point out the necessity of seamless integration between online and offline channels, personalization of customer experiences, and keeping pace with technological developments. Finally, the paper provides a future research agenda for underexplored areas such as hybrid retail models and the role of AI in determining consumer satisfaction
Keywords Customer Satisfaction, Service Quality, Customer Loyalty, Bibliometric, biblioshiny
Field Business Administration
Published In Volume 7, Issue 5, September-October 2025
Published On 2025-09-11
DOI https://doi.org/10.36948/ijfmr.2025.v07i05.53495
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E-ISSN 2582-2160
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