Consumers' Preferences Towards Digital Payments While Online and Offline Shopping Post COVID-19

Consumers' Preferences Towards Digital Payments While Online and Offline Shopping Post COVID-19

Babita Singla, Kumar Shalender, Sandhir Sharma
Copyright: © 2023 |Pages: 10
DOI: 10.4018/978-1-6684-8624-5.ch019
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Abstract

The purpose of this study is to assess customer preferences in the digital era from online payments while shopping from omni channel retail. This study used demographic and descriptive research approach for the investigation to examine customer preferences towards digital payment. Furthermore, based on the topics discussed, personally administered survey was carried out by the researcher with the consent of the retail mall and shop managers in terms of positive or negative omni-channel sentiments application users. It has broken down numerous barriers, including political, physical, and climate barriers.
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Literature Review

Earlier the word “Retail” has been related with the “Brick and Mortar store” (Harris, 2012). With the help of the digitalization, e-commerce was emerged as a new channel and customers have multiple option of shopping which is also called as multichannel retailing (Verhoef et al., 2015). However, due to the division between online and offline channels, they had bad experiences while interacting with this multichannel concept during their shopping journey (Beck and Rygl, 2015).

According to Aubrey and Judge (2012), Omni-channel retail blurs the gap between the online and offline channel by working together side by side and supporting each other. Omnichannel retailing merges the services of offline and online channels. With the help of this new phase of retailing, customer can easily start their shopping journey from one channel and can end it on another channel (Mosquera et al., 2017). This will provide a seamless experience during customers shopping journey and improves convenience and engagement (Alexander and Alvarado, 2017).

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