Uncovering The Relationships Between Customer Experience, Emotional Intelligence and Loyalty in E-Commerce

Abstract

Customer experience (CX), which affects long-term loyalty, brand impression, and purchasing decisions, has become a critical factor in determining corporate success. E-commerce platforms' capacity to establish strong emotional bonds with clients may have a big influence on their advocacy and retention. One of the most important factors influencing the success of e-commerce businesses is the customer experience. Understanding the connection between customer experience, emotional intelligence (EI), and customer loyalty is crucial for long-term success as competition heats up. By analyzing the relationships between these three traits, this study aims to provide a thorough analysis of the ways in which emotional intelligence influences customer experience, which in turn fosters loyalty. The study examines consumer perceptions, emotional responses, and behavioral patterns in online purchasing environments using both qualitative and quantitative methodologies. Surveys and in-depth interviews are used in the study to assess customer satisfaction, engagement, and retention. Hence, a non-probability sampling method has been applied in the study. The convenient sampling method for the selection of the samples is applied with 200 sample respondents. The combined impact of CX and EI on consumer loyalty in e-commerce is still poorly understood, despite the rising corpus of research on both topics. By examining the ways in which emotional intelligence and customer experience combine to promote consumer loyalty in online buying settings, this study seeks to close this gap.