02 Pages : 8-28
http://dx.doi.org/10.31703/gssr.2025(X-IV).02 10.31703/gssr.2025(X-IV).02 Published : Dec 2025Customer Experience Drivers and Behavioral Responses in Pakistan’s Retail Sector: An Empirical Assessment of Engagement, Technology, and Channel Integration
Supermarket industry in Pakistan is growing at a fast pace, technology-driven retail experiences regarding customer reactions in emerging-market contexts is not verified. This research examines effects of technological improvement on behavioral outcomes. Based on technology acceptance model and stimulus organism response viewpoint, study uses a cross-sectional survey of 226 customers in Pakistan supermarkets. PLS-SEM was used to evaluate data. Findings showed significant mediating role of experiential factors mediated by satisfaction on behavioral outcomes. Direct influences indicate that channel integration leads to willingness to pay and technological advancement and engagement/interactivity lead to loyalty. Work contributes to existing body of knowledge in digital retail by providing a practical suggestion on how supermarkets can enhance advocacy and value perception by designing experience with interactive and integrated experience.
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(1) Ghulam Haider
Associate Professor, Department of Higher Education, Government of Punjab, Pakistan.
(2) Liaqut Ali
Professor, Department of Business Administration, Air University, Islamabad, Pakistan.
(3) Mehtab Babar
PhD Scholar, Department of Business Administration, Air University, Islamabad, Pakistan.
Cite this article
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APA : Haider, G., Ali, L., & Babar, M. (2025). Customer Experience Drivers and Behavioral Responses in Pakistan’s Retail Sector: An Empirical Assessment of Engagement, Technology, and Channel Integration. Global Social Sciences Review, X(IV), 8-28. https://doi.org/10.31703/gssr.2025(X-IV).02
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CHICAGO : Haider, Ghulam, Liaqut Ali, and Mehtab Babar. 2025. "Customer Experience Drivers and Behavioral Responses in Pakistan’s Retail Sector: An Empirical Assessment of Engagement, Technology, and Channel Integration." Global Social Sciences Review, X (IV): 8-28 doi: 10.31703/gssr.2025(X-IV).02
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HARVARD : HAIDER, G., ALI, L. & BABAR, M. 2025. Customer Experience Drivers and Behavioral Responses in Pakistan’s Retail Sector: An Empirical Assessment of Engagement, Technology, and Channel Integration. Global Social Sciences Review, X, 8-28.
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MHRA : Haider, Ghulam, Liaqut Ali, and Mehtab Babar. 2025. "Customer Experience Drivers and Behavioral Responses in Pakistan’s Retail Sector: An Empirical Assessment of Engagement, Technology, and Channel Integration." Global Social Sciences Review, X: 8-28
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MLA : Haider, Ghulam, Liaqut Ali, and Mehtab Babar. "Customer Experience Drivers and Behavioral Responses in Pakistan’s Retail Sector: An Empirical Assessment of Engagement, Technology, and Channel Integration." Global Social Sciences Review, X.IV (2025): 8-28 Print.
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OXFORD : Haider, Ghulam, Ali, Liaqut, and Babar, Mehtab (2025), "Customer Experience Drivers and Behavioral Responses in Pakistan’s Retail Sector: An Empirical Assessment of Engagement, Technology, and Channel Integration", Global Social Sciences Review, X (IV), 8-28
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TURABIAN : Haider, Ghulam, Liaqut Ali, and Mehtab Babar. "Customer Experience Drivers and Behavioral Responses in Pakistan’s Retail Sector: An Empirical Assessment of Engagement, Technology, and Channel Integration." Global Social Sciences Review X, no. IV (2025): 8-28. https://doi.org/10.31703/gssr.2025(X-IV).02