Advances in Consumer Research
Issue 8 : 205-212
Original Article
Does Phygital Integration Enhance Customer Experience? Evidence from High-Tech Fashion Retail.
 ,
1
Research Scholar, Sharda University, Greater Noida, U.P. 201309, IN
2
Associate Professor, Sharda University, Greater Noida, U.P. 201309, IN
Abstract

Fashion retailers are racing to weave physical stores and digital layers into a single “phygital” whole — synchronizing inventory, personalizing recommendations across channels, and layering augmented-reality (AR) and smart-mirror interactivity onto the shop floor. The strategic promise is a superior customer experience, yet the question posed in this paper’s title has rarely been tested with a full measurement model: does phygital integration actually enhance customer experience, and does that experience translate into satisfaction and loyalty? Grounded in the stimulus–organism–response framework and customer-experience theory, we develop a model in which three facets of phygital integration — channel integration seamlessness, perceived personalization, and immersive interactivity — drive customer experience, which in turn shapes satisfaction and, ultimately, loyalty. Using a simulated dataset of 445 high-tech fashion shoppers analyzed with covariance-based structural equation modeling (CB-SEM), the measurement model demonstrated strong reliability (composite reliability = .84–.88), convergent validity (average variance extracted = .57–.65), and discriminant validity (all heterotrait-monotrait ratios ≤ .66). The structural model fit the data very well (χ²/df = 0.99; CFI = .998; TLI = .997; RMSEA = .014; SRMR = .030), and all eight hypotheses were supported. The three integration facets jointly explained 57% of the variance in customer experience, with seamlessness the strongest driver (β = .39). Customer experience was the pivotal mediator, exerting the largest effect on satisfaction (β = .45) and a substantial direct effect on loyalty (β = .36); integration also retained modest direct effects on satisfaction, indicating partial mediation. The model explained 59% of the variance in loyalty. The answer to the title question is a qualified yes: phygital integration enhances customer experience, and experience is the mechanism through which integration earns satisfaction and loyalty. Implications for high-tech fashion retail design are discussed...

Keywords
Recommended Articles
Original Article
Mediating Role of Attitudes in Security-Privacy Concerns and Intention to Adopt Green Banking services: A Comparative Study of Private bank and Regional Rural Banks in Uttarakhand.
...
Original Article
Role of Social Commerce in Influencing Consumer Buying Decisions Among Generation Z.
...
Original Article
Assessing the Realtime Performance of Long Short-term Memory Model with Reference to Nifty 50.
...
Original Article
Digital Transformation through Renewable Energy: A Comparative Analysis of BRICS Nations..
...
Loading Image...
Volume 3, Issue 8
Citations
21 Views
17 Downloads
Share this article
© Copyright Advances in Consumer Research