E-Commerce Order Management Systems and Customer Satisfaction: A Data-Driven Approach

This study examines the impact of Order Management Systems (OMS) on customer satisfaction in the e-commerce sector using a data-driven approach. The research is based on primary data collected from 120 respondents and supported by secondary sources. The study focuses on how OMS improves order processing, inventory control, and delivery performance. Findings indicate that fast delivery (50.8%) and error reduction (45.8%) are the most critical factors influencing customer satisfaction. The results also show that inventory tracking (53.3%) plays a key role in effective order management. However, challenges such as system complexity, cost, and logistics issues are still significant. The study concludes that a data-driven OMS enhances operational efficiency and customer experience in e-commerce.