CUSTOMER EXPERIENCE AND PERSPECTIVE TOWARDS OMNICHANNEL RETAILING IN ERODE DISTRICT

Author: Dr.V.Ravikumar MBA., M.Phil., Ph.D. Professor & Head, Dept. of Management Studies, M P Nachimuthu M Jaganathan Engineering College, Chennimalai, Erode, Tamil Nadu ,India - 638112.

Published On: 2026-08-11

DOI: https://doi.org/10.70127/irjedt.vol.9.issue08.288

The retail sector has experienced significant transformation with the emergence of omnichannel retailing, which integrates online and offline shopping platforms to provide a seamless customer experience. The present study, titled “Customer Experience and Perspective Towards Omnichannel Retailing in Erode District,” examines consumer shopping behaviour, factors influencing omnichannel retail adoption, customer satisfaction, and the challenges encountered while using omnichannel services. Primary data were collected from 250 respondents through a structured questionnaire and analyzed using statistical tools such as Percentage Analysis, Chi-Square Test, and ANOVA. The findings reveal that convenience, time-saving benefits, service quality, attractive offers, and access to product information are the key factors encouraging consumers to adopt omnichannel retailing. The study also indicates that most respondents have a positive perception of omnichannel services and believe that they enhance the overall shopping experience. However, issues such as delivery delays, technical difficulties, and inconsistencies across channels continue to affect customer satisfaction. The study concludes that effective integration of retail channels, improved service quality, and customer-focused strategies are essential for enhancing consumer satisfaction and strengthening the long-term success of omnichannel retailing in Erode District.

Keywords: Omnichannel Retailing, Customer Experience, Perspective, Satisfaction, Shopping Behaviour