Online shopping has become increasingly popular due to innovations such as e-books and Kindle, discounts and easy returns, which attract consumers' attention. Easy return policies create trust relations with customers, leading to increased consumer usage. The comparison between offline and online retail environments reveals that young generations are more accepting of online shopping, while old generations prefer offline shopping. Additionally, the study highlights the importance of product innovation, human resource management, procurement, technological development, marketing, outbound logistics, inbound logistics, and operations in creating value for organizations.