Drivers of Digitalization and Its Impact on Organizational Resilience in Thailand’s Top Department Stores

This study investigates the key drivers of digitalization and the impacts of digitalization on organizational resilience among Thailand’s top department stores. Targeting mid- to senior-level managers, IT professionals, and operational executives, the study involved collection of data from a sample of 400 respondents using purposive and quota sampling techniques. A pilot test with 40 participants was utilized to ensure the reliability of the questionnaire through Item-Objective Congruence (IOC) and Cronbach’s Alpha analysis. Data were analyzed using Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM). The findings reveal that innovation (β = 0.189, p < .001), human capital (β = 0.519, p < .001), and infrastructure and technology (β = 0.334, p < .001), significantly drive digitalization, while business model adaptation did not show a significant effect (β = 0.057, p = .313). Furthermore, digitalization was shown to have a strong influence on organizational resilience (β = 0.863, p < .001). These results highlight the critical role of investment in human capital, fostering innovation and enhancing technological infrastructure, to accelerate digital transformation and build resilience in a rapidly changing retail environment. The study offers practical insights for department store leaders seeking to strengthen their digital capabilities and adapt effectively to market disruptions.