A Data-Driven Approach for Enhancing Customer Loyalty through Strategic Business Innovations and Technology Integration

Abstract

Background: Customer trust and loyalty are critical in today’s competitive business environment. Integrating technology, sustainability, and omnichannel approaches has been recognised as a key factor in enhancing customer experience. However, most existing qualitative studies lack statistical validation and a comprehensive view of how business strategies influence customer engagement.

Objective: This study aims to empirically analyse the impact of technology integration, sustainability initiatives, and omnichannel strategies on customer trust and loyalty. It also examines the moderating role of brand reputation in amplifying the effect of technology on customer experience.

Methodology: The present study employs a cross-sectional explanatory design to test the causal relationships empirically. It adopts a quantitative approach, employing Partial Least Squares-Structural Equation Modelling (PLS-SEM) and regression analysis to test hypotheses and measure relationships between key variables. The study includes a sample size of 558 participants.

Results: Findings indicate that technology integration and sustainability initiatives significantly enhance customer trust, which, in turn, strengthens the relationship between business strategies and customer loyalty. Brand reputation acts as a moderator, amplifying the impact of technology on customer experience.

Conclusion: Strategic alignment of technology, sustainability, and omnichannel approaches fosters stronger customer trust and loyalty. Businesses incorporating these elements into their strategies can enhance customer satisfaction and long-term engagement.

Contribution: This study serves as an empirical foothold in support of integrated strategies in strategic leadership and consumer behaviour. It also offers retail managers and policymakers an understanding of how data-led strategic initiatives can be implemented to optimise customer experience.