Innovating business processes to improve the satisfactioon of customers in online shopping in Vietnam
Published: July 30, 2026
Abstract
In an ever-evolving online business environment, customers are more demanding. To be able to implement a customer-centric strategy, businesses need to innovate continuously. This paper presents and compares Business Process Reengineering (BRP) methods. By analyzing the strengths and the weaknesses of each BRP method, this paper proposes a BRP model to bring better experiences to customers and improve their satisfaction in online shopping.
Keywords
business processCustomer satisfactionBusiness Process Reengineering (BRP)
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