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...

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