Digital Divide: Customer Interface Analysis, Flowchart, and Report

This report delves into the digital divide, focusing on the customer interface and its impact on shopping behaviors. The assignment provides a flowchart that illustrates the differences between online and offline shopping, particularly highlighting the contrasting preferences of younger and older generations. The younger generation often opts for online shopping due to its convenience and efficiency, utilizing various websites for price comparisons, while the older generation tends to prefer in-store purchases to physically examine products. The payment methods also vary, with online transactions employing credit/debit cards or internet banking, and offline transactions allowing cash, cards, or vouchers. The report references key sources such as Scarpi, Pizzi, and Visentin (2014) and Grewal et al. (2010), which are used to validate the findings. This report offers valuable insights into the evolving landscape of consumer behavior in the digital age, showcasing the impact of technology on customer interactions and shopping experiences.

DIGITAL DIVIDE

TABLE OF CONTENTS
Question 1........................................................................................................................................1
1.1.1 Digital divide – Flow chart for customer interface.......................................................1
REFERENCES................................................................................................................................3

Question 1
1.1.1 Digital divide – Flow chart for customer interface
Customer interface is considered as a sort of interaction between the client and the
customer. A flow chart for representing the interface between the young and old generation is
represented as below :
As represented in the flow chart, the young and the old generation have different ways to
shop. The younger ones usually prefers the online way to shop as it seems more convenient and
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is time effective as well, whereas the older ones used to visit the stores so that they can purchase
by checking out the stuff and product properly (Scarpi, Pizzi and Visentin, 2014). While
shopping online, the younger ones check out various different websites where they compare the
prices as well. On the other side, the older ones visit the store themselves for checking out the
products. The mode of payment for online shopping can be by using debit or credit cards or by
using internet banking to transfer the specific amount whereas in offline mode, the payment can
be done by using debit or credit cards, by giving cash directly or by using any before voucher
points as well (Grewal and et.al, 2010). In online, the product can be collected on the due
delivery date but in offline, one can take the product at that time only.
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REFERENCES
Books and Journals
Scarpi, D., Pizzi, G. and Visentin, M., 2014. Shopping for fun or shopping to buy: Is it different
online and offline?. Journal of Retailing and Consumer Services. 21(3). pp.258-267.
Grewal, D. and et.al., 2010. Strategic online and offline retail pricing: a review and research
agenda. Journal of Interactive Marketing. 24(2), pp.138-154.
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