Managing big data in the retail industry of Singapore: Examining the impact on customer satisfaction and organizational performance

Song Ying, Stavros Sindakis, Sakshi Aggarwal, Charles Chen and Jiafu Su

European Management Journal, 2021, vol. 39, issue 3, 390-400

Abstract: Much of the research on big data analytics has been centered on technical or system development. Research has been carried out on the usage of big data analytics to understand customer relationships and experience, amongst others. Still, there is a lack of research in the retail industry considering big data management, examining the impact on customer satisfaction and organizational performance in the retail sector. Retailers explore analytics to gain a unified picture of their customers and operations across the store or online channels and make strategic decisions contributing to the growth of the retail industry. Thereof, this study has been conducted by majorly focusing on the Singapore retail industry to clarify the feasibility of big data management analytics. Quantitative research method was employed involving 500 participants from the retail industry of Singapore. The results of the study stated that amongst the different big data analytics utilized within the retail industry of Singapore, social media analytics had been majorly answered by the participants. Future researchers can study about the upcoming retail trends in Singapore and how the effects of big data analysis changed in the past few years and deal with the unexpected future recessions in the retail industry within Singapore.

Keywords: Big data analytics; Big data management; Organizational performance; Customer satisfaction; Retail industry; Singapore (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (10)

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DOI: 10.1016/j.emj.2020.04.001

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