Ryan has written a thesis about disruptive technologies in the retail setting for Singapore. The title of the thesis is "Disruptive Technologies: A disruption or opportunity for the retail businesses in Singapore and the impact on customer satisfaction". If you are interested to understand various technologies and how they have an impact on the level of customer satisfaction, feel free to view or download the report. Furthermore, if you are interested in having a discussion, feel free to approach Ryan as he is also interested in discussing technology and the impact on our daily life.

Abstracts

Technology disruption has occurred among many industries, especially in the brick and mortar industries. This research aims to explore the effectiveness of adopting technology into the retail business and address the customers’ perception of the technologies by discussing three proposed technologies in the three-different retail setting. The research objective of this research is to understand whether is it necessary for all the retailers in Singapore to respond to technological disruption.

This research adopted both exploratory and numerical analysis to ensure the research design would be comprehensive. Data has also collected through focus group discussions and questionnaires. Through multiple approaches, it allows this research to have a comprehensive insight and understanding of the types of disruptive technology that impacts customer satisfaction.

The main findings of this research are that firstly, there are many disruptive technologies created to enhance the business process of retailers and to increase the satisfaction of customers. However, respondents’ satisfaction is very subjective and dependable in many conditions. Secondly, products that have a higher price or high-level of variability would be more welcome in the brick-and-mortar retailer. Nevertheless, the online channel has access to a wider audience and is constantly growing. Thirdly, there is a rising trend of adopting technologies in the shopping process. Moreover, there is also an increasing trend of favoritism towards smartphone and smart gadgets over computer devices in the digital shopping process. Lastly, the design of the servicescape is essential for both digital or physical store. Drawing on the points discussed, the adoption of technology is necessary as it could enhance the retailer business model performance. However, the presence of the brick-and-mortar retailer is still significant, and certain disruptive technologies will only be more applicable to certain retail businesses.

Refer to below for the full report on "Disruptive Technologies: A disruption or opportunity for the retail businesses in Singapore and the impact on customer satisfaction".