Assessing the Adoption and Usage of Digital Technologies in Supermarkets

This study investigates the adoption and perception of digital technologies in Indian supermarkets to determine the technological differences between conventional and modern systems and evaluate their impact on operational efficiency and customer experience. The study employs a mixed-methods approach, including structured surveys, interviews, direct observation, and visual A6 card sorting, to examine how supermarket managers and customers perceive these technologies. Thirty-six digital technologies are systematically grouped within the operations and customer experience domains using a dichotomous key classification. This framework facilitates the easy identification of implementation levels across store formats. Customized technology solutions and increased service convenience are made possible by bridging the gap between customer expectations and management intent6. This study advances the understanding of digital transformation in developing countries like India by identifying strategic gaps and pointing to creative methods driven by global smart city trends