Shopping Apps with their features like Chatbots, product finding tools or augmented reality are becoming a regular part of how we shop but here’s the question, do they really add value for consumers and retailers? That’s the key question at the heart of a newly published research paper co-authored by Professor Thomas Dobbelstein, Honorary Research Professor at the Durban University of Technology (DUT) and Chairperson of the DUT Business School.
The paper, titled “Improving consumer satisfaction through shopping app features: A Kano-based approach” was published in the Journal of Retailing and Consumer Services, one of the world’s most highly rated academic publications in the field of business. According to Clarivate/Web of Science, the journal ranks in the top 2.6% of business journals in the world and attracts submissions from renowned scholars across the globe.
In this interesting and insightful study, Professor Dobbelstein and his co-authors, Dr Kathrin Sinemus and Professor Stephan Zielke from the University of Wuppertal, Germany, explore how consumers perceive the value of digital features in shopping apps during their shopping experiences.
“This work showcases the importance of understanding how technology enhances customer experiences,” said Professor Dobbelstein. “It also highlights how retailers can better align their shopping app features with the needs of different customer groups, especially depending on their browsing orientation, app enjoyment and innovativeness
In addition to his role at DUT, Professor Dobbelstein is a Professor at Baden-Württemberg Cooperative State University in Ravensburg, Germany and brings a wealth of international expertise to this global collaboration.
The study offers valuable insights for both the academic world and the retail industry, providing practical guidance on how to successfully integrate digital assistants into customer journeys in ways that go beyond just convenience. Professor Dobbelstein’s contribution to this high-impact publication is a proud moment for DUT and reflects the university’s growing international presence in cutting-edge business and consumer research.
For more on the published article, visit ScienceDirect.
Alan Khan
