Australian Digital Commerce: A commentary on the retail sector

Riemer Kai, Brunk Jens, Gal Uri, Gilchriest Ben, Ord Robert


Abstract
In this market study we analysed the digital presences of 89 Australian retailers using a catalogue of 63 single items. We find that while Australian retailers have achieved reasonable levels of maturity in the informational and transactional dimensions, and also ventured into the social media space, they are lacking in implementing the relational components of digital commerce. Termed the 'relational gap', this finding points to missed opportunities in building loyalty and lasting relationships with their customers as the basis for repeat purchases and cross selling.

Keywords
Retail; Digital Commerce; Online shopping; e-commerce; social commerce; Market study



Publication type
Report

Peer reviewed
No

Publication status
Published

Year
2013

Number of pages
24

Volume
1

Title of series
Australian Digital Transformation Lab

Place
Sydney, Australia

Language
English

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