Digitalization of small retail stores: Challenges in digital payments

Abstract

The traditional business model of small retail convenience stores in India is increasingly under threat due to the entry of large supermarket chains and online retailers. This study, using a qualitative methodology and the Technology-OrganizationEnvironment framework as the theoretical basis, investigated the digitalization of small retail stores. Our study found low levels of adoption of digital technologies for managing supply-side and customerside processes and a heavy dependence on cash and credit-based low value transactions. Inefficient processes, poor physical infrastructure, inadequate access to and poor reliability of digital technologies, and the costs are limiting the digitalization by small retail stores. Expressed ambiguity and inherent contradictions regarding the benefits of transparency, perceived sense of control, tax implications and mistrust in the external regulations in digital context denote the small retailers’ incapacity to comprehend the changes and resources required to meet the challenges.