## 2 Materials
### Quality of Experience (QoE) and Net-Living  
In digitally mediated environments, particularly those involving human-system interactions, Quality of Experience (QoE) has emerged as a crucial metric for evaluating the effectiveness and perceived value of technological solutions. Unlike traditional service-quality models that focus on functional or technical attributes, QoE places the user's subjective perception at the center of the evaluation process. Traditional service-quality models such as those underlying multichannel service systems typically emphasize standardized performance criteria, focusing on technical reliability and functional delivery. For example, earlier frameworks prioritized attributes like responsiveness, assurance, and empathy in isolated service interactions [3]. However, in the context of digitally integrated systems, newer perspectives such as the service logic paradigm highlight the dynamic and relational nature of quality, especially as users move across channels [7; 14]. These approaches underscore the need to view experience not just as an outcome-based but as a co-produced, perceptual construct shaped by continuity, personalization, and contextual relevance [15]. It encompasses not only efficiency and accessibility but also emotional responses, cognitive load, and the degree of user autonomy experienced throughout the interaction [7; 36]. QoE has been widely adopted in ICT research to describe the holistic impact of system design on human satisfaction, trust, and engagement. In the context of omnichannel systems, QoE refers to the seamlessness, personalization, responsiveness, and reliability perceived by the user across the entire customer journey. The integration of channels--whether digital, physical, or hybrid--must support not only transactional functions but also a sense of coherence and psychological comfort [3]. Several studies suggest that a positive QoE contributes to digital trust, behavioral intention, and customer loyalty, especially when systems are intuitive and reduce effort through personalization and predictive services [12; 33]. Conversely, fragmentation, inconsistency, or friction in omnichannel interactions can lead to cognitive overload or expectation gaps--undermining both satisfaction and long-term engagement. Beyond individual performance metrics, QoE is also an enabler of broader systemic goals linked to the concept of Net-Living. As defined by Future Internet, Net-Living refers to the integration of smart technologies into all spheres of daily life--public, private, and professional--for the purpose of enhancing well-being, equity, and quality of life. This paradigm emphasizes the design of digital systems not merely as technical artifacts but as tools for social inclusion, emotional connection, and meaningful participation in the digital economy and society.  
In this regard, the present study frames customer satisfaction as a proxy for QoE, and, by extension, as a component of digital well-being. When omnichannel systems are designed to minimize friction, offer meaningful choices, and adapt to user needs, they contribute not only to commercial success but also to the dignity, autonomy, and empowerment of users in emerging digital ecosystems [6, 37]. This perspective is particularly relevant in developing or transitional regions, where digital inclusion is not only a technological challenge but a human development imperative. By highlighting how omnichannel strategies can be tailored to improve the perceived experience, this study contributes to the growing body of research seeking to align ICT innovation with the principles of equity, accessibility, and quality of life enhancement [38, 39].