TECHNOLOGICAL FORECASTING & SOCIAL CHANGE IMPACT OF DIGITALISATION ON SERVICE DELIVERY IN DUBAI'S RETAIL INDUSTRY

• Published in: Proceedings on Engineering Sciences
• Main Authors: Sangeeta Malhotra, Shikha Singh, Tajwar Hussaini Amity
• Format: Article
• Language: English
• Published: University of Kragujevac 2024-09-01
• Subjects: digitalisation; service delivery; retail industry
• Online Access: https://pesjournal.net/journal/v6-n3/8.pdf

Digitalization brought about by the Covid-19 pandemic has revolutionized many aspects of businesses, magnifying their opportunities and challenges in the market. The global retail sector is no exception. Several changes have transpired in the sector, such as increased preference for online shopping and changes in supply chains and logistics. The purpose of this study is to examine how digital advancement has taken place in the retail sector of Dubai and how it has affected service delivery. To this end, a survey of 94 retailers from around Dubai was conducted using a structured, close-ended questionnaire. The data analysed on SPSS software showed that disruptive technologies like internet of things, artificial intelligence, automation, and big data analytics have a role in changing business functioning. With the implementation of practices like on-demand delivery, tracking product location, personalized services, controlled delivery system, and reduction in transmissible disease exposure the retail industry can improve its service delivery and build healthier relationships with consumers.