Enhanced customer Satisfaction as it integrates omni-channel and challenges include 1. data privacy and implementatiom cost (Bharat Bhati (2025) similarly, Sehgal and Soni (2024) mentioned enhances satisfaction, and challenges is on adoption. Suprisingly, Avila and Leonardo (2024) it improves satisfaction across touch points on the grounds that digital capabilities are matured. So, there is consistent positive impact.

Anuradhi Sesath Bandara Digital transformation has emerged as a strategic imperative for retail SMEs in Uva Province, reshaping how businesses interact with customers, deliver services, and sustain competitiveness. Its influence on customer satisfaction can be examined through several interconnected dimensions:

1. Enhanced Service Efficiency

• Adoption of digital tools—such as POS systems, inventory management software, and mobile payment platforms—has streamlined operations.
• Customers benefit from faster transactions, reduced wait times, and improved product availability.

2. Personalized Customer Engagement

• SMEs leveraging data analytics and CRM systems can tailor promotions, recommendations, and communication to individual preferences.
• This personalization fosters a sense of recognition and loyalty among customers.

3. Omnichannel Accessibility

• Integration of online storefronts, social media, and messaging apps allows customers to interact with businesses beyond physical locations.
• Convenience and flexibility in shopping and support channels significantly boost satisfaction.

4. Trust and Transparency

• Digital platforms enable transparent pricing, real-time updates, and customer reviews.
• These elements build trust and empower customers to make informed decisions.

5. Challenges and Gaps

• Despite the benefits, some SMEs face barriers such as limited digital literacy, infrastructure constraints, and resistance to change.
• In rural areas of Uva Province, inconsistent internet access and affordability issues may hinder full-scale transformation.

🌱 Contextual Insights for Uva Province

Retail SMEs in Uva often operate within close-knit communities, where customer relationships are deeply personal. Digital transformation, when aligned with local values and cultural nuances, can amplify—not replace—these human connections. The key lies in blending technology with empathy, ensuring that digital tools enhance rather than dilute the customer experience.