CONCEPTUALIZING INTERNET OF THINGS (IOT) MODEL FOR IMPROVING CUSTOMER EXPERIENCE IN THE RETAIL INDUSTRY

In this era of digitization, customer satisfaction is becoming increasingly difficult to be gained by the retail industry. Moving from renovating the interiors to engaging personally to look after their needs, today IoT has emerged as a trend in complimenting customer experience. The current study is conducted to understand and investigate the attributes of conceptualizing the working model of IoT to internal supply chain management in the Retail industry in improving customer experience. It was found that demographics play no or little role in impacting the use of IoT services and most respondents are well-versed with the use of these technologies