Abstract
Purpose – This research aims to fill the research gaps regarding customer preferences for digitalisation to create value for retailers and customers, as well as focus on retail change and shopping behaviour in grocery retail stores in the emerging market.
Design/methodology/approach – This paper contributes to the research in this area by evaluating customers’ and retailers’ attitudes towards digital transformation in retailing through interviews.
Methodologically, 200 questionnaires were gathered, and data were analysed with the partial least squared structural equation modelling method.
Findings – The findings of this study reveal that the effect of digital transformation in the retail industry will be more apparent in an emerging market.
Originality/value – The paper’s originality consists in understanding the future retail structure in an emerging market. Notably, focussing on business-to-consumer businesses appears helpful in distinguishing between behavioural (buying) intention and online buying behaviour (actual usage) in an emerging market.