Store Managers Research Articles

Understanding Customer Satisfaction: A Study of Convenience Stores

This study explores the impact of customer satisfaction on purchasing behavior within convenience stores, focusing on four key determinants: service quality, perceived value, product quality, and trust, perceived value, and trust. The growing population and increasing consumer demand have prompted companies to enhance productivity and service standards across their convenience store branches. To maintain competitiveness and attract a diverse customer base—comprising existing, new, and potential customers—businesses need to review and refine their operational strategies continuously. The study’s methodology involved a structured approach to gathering quantitative data from a specific sample of convenience store customers in Bentong City. By using surveys and questionnaires, the research aimed to capture relevant information directly from the consumers, providing insights into their experiences and satisfaction with the convenience stores. The non-probability convenience sampling method facilitated the collection of data from readily available participants, ensuring a practical and timely data collection process. Using a data set collected from 220 respondents who utilized products and services at a convenience store, this research aims to empirically investigate the relationships between service quality, perceived value, product quality, and trust, perceived value, trust, and overall customer satisfaction. The findings indicate that while all four factors contribute to customer satisfaction, service quality, perceived value, and trust exert a significantly stronger influence compared to product quality. These insights underscore the importance of prioritizing service enhancement, value creation, and trust-building initiatives in the strategic management of convenience stores, thereby ensuring sustained customer satisfaction and loyalty.

Perancangan Sistem Informasi Toko Pak Kusno Sidorukun Untuk Mempermudah Jual Beli Barang

Modern digital life relies heavily on information systems (IS) to manage data efficiently, make better decisions, and increase productivity. Mr. Kusno's shop faces problems of goods management, finance, and product promotion. This research designs a customized information system to solve those problems, such as easier digital transaction recording, more optimized goods management, and better financial management. The implementation of this system is expected to increase the efficiency and competitiveness of Toko Pak Kusno. The development method used is the waterfall method, which ensures each step is carried out sequentially from analysis, design, implementation, to system testing. The results showed efforts in designing an information system that can improve the operational efficiency and service quality of Toko Pak Kusno in buying and selling goods and store management.

Transcending Food-Miles: Unpacking the Drivers of In-Store Vertical Farming Adoption Among Food Retailers in France

This paper examines the potential of in-store vertical farming technologies in urban food retail as a solution to the increasing demand for fresh, locally sourced food. By enabling a “sell where you produce” model, vertical farming can reduce food miles, enhance traceability, and lower carbon emissions. The study applies the Unified Theory of Acceptance and Use of Technology (UTAUT) to analyze factors influencing the adoption of these technologies among food retailers in Rouen, France, with a particular focus on the role of risk aversion in shaping attitudes and decisions. The findings highlight that performance expectancy and facilitating conditions are the key drivers of adoption intentions among retail store managers. However, perceived risks, such as high investments and operational costs, pose significant barriers, while social influence appears to have little impact on their decisions. The study underscores the importance of conducting economic evaluations and risk assessments of vertical farming practices to ensure their long-term viability. As vertical farming holds the potential to boost fresh food production in urban areas, reduce food miles, and create sustainable supply chains, it is crucial to carefully weigh its benefits and risks to support its successful adoption in urban food retail.

Risk and Resistance: Ageing in the Charity Retail Sector

Abstract Background Charity shops have long been found to promote sociability, nurture experiences of belonging and act as spaces for community, caring and well-being. Older people remain likely to participate in this setting and charity shop volunteering is typically associated with events of positive ageing. However, the sector's growing emphasis on professionalism and profit raises questions about the potential impact of organisational change on this group. This research seeks to address this gap by exploring how older volunteers experience their roles within the evolving context of the modern UK charity shop. Methods This PhD study employed an ethnographic approach, involving 268 hours of immersive fieldwork across 3 charity shops in Greater Manchester. Ethnographic data was complemented by 17 semi-structured interviews with volunteers and store managers. Results Ageist discourses have been embedded into the sector, which work to reconstitute older volunteers as a type of ‘risky subject'. Such discourses manifest in unique ways on the charity shop floor and comprise of a range of practices, both subtle and overt, that are driven by the organisations focus on an intensified form of productivity. This prompts diverse forms of resistance from older volunteers, which are underpinned by the aim to not only counter negative perceptions of ageing but be just ‘visible’ enough in order to get by. Conclusion This paper unpacks the multifaceted nature of ageism in the charity retail sector. Whilst it is not as simple as suggesting that charity shops are solely characterised by ageism - especially considering the volunteer experience varies considerably across different contexts and places - age-related tensions are nonetheless more prevalent in the everyday. Older volunteers are not passive in the face of such change and continually work to avoid exclusion and remain integrated in this space in diverse ways.

Implementation of health-promoting retail initiatives in the Healthier Choices in Supermarkets Study—qualitative perspectives from a feasibility study

BackgroundImproving food environments like supermarkets has the potential to affect customers’ health positively. Scholars suggest researchers and retailers collaborate closely on implementing and testing such health-promoting interventions, but knowledge of the implementation of such interventions is limited. We explore the implementation of four health-promoting food retail initiatives selected and developed by a partnership between a research institution, a large retail group, and a non-governmental organisation.MethodsThe four initiatives included downsizing of bags for pick’n’ mix sweets and soda bottles at the check-out registers, shelf tags promoting healthier breakfast cereal options, and replacing a complimentary bun with a banana offered to children. The initiatives were implemented for 6 weeks (or longer if the store manager allowed it) in one store in Copenhagen, Denmark. Data were collected through observations, informal interviews with customers, and semi-structured interviews with retailers. We conducted a thematic analysis of transcripts and field notes inspired by process evaluation concepts and included quantitative summaries of selected data.ResultsTwo out of four initiatives were not implemented as intended. The implementation was delayed due to delivery issues, which also resulted in soda bottles not being downsized as intended. The maintenance of the shelf tags decreased over time. Retailers expressed different levels of acceptability towards the initiatives, with a preference for the complimentary banana for children. This was also the only initiative noticed by customers with both positive and negative responses. Barriers and facilitators of implementation fell into three themes: Health is not the number one priority, general capacity of retailers, and influence of customers and other stakeholders on store operation.ConclusionsThe retailers’ interests, priorities, and general capacity influenced the initiative implementation. Retailers’ acceptability of the initiatives was mixed despite their involvement in the pre-intervention phase. Our study also suggests that customer responses towards health-promoting initiatives, as well as cooperation with suppliers and manufacturers in the development phase, may be determining to successful implementation. Future studies should explore strategies to facilitate implementation, which can be applied prior to and during the intervention.

Artificial intelligence and marketing innovation: The mediating role of organizational culture

The rapid advancement of artificial intelligence (AI) is transforming the e-commerce landscape, prompting businesses to adopt innovative marketing strategies. This study investigates the relationship between AI applications and marketing innovation in Egyptian e-commerce retailers, with a focus on the mediating role of organizational culture. The research employed a quantitative approach, utilizing a survey to gather data from 260 Egyptian e-retail store owners, managers, and marketers. The findings reveal a significant positive correlation between AI applications and marketing innovation, with organizational culture playing a crucial mediating role. The correlation coefficient (R) between AI and organizational culture was found to be 0.76, indicating that AI explains 57% of the variance in organizational culture. Similarly, the correlation coefficient (R) between AI and marketing innovation was 0.70, suggesting that AI explains 49% of the variance in marketing innovation. Path analysis further demonstrated a significant indirect effect of AI on marketing innovation through organizational culture. The study concludes that the integration of AI into marketing strategies can substantially enhance innovation, particularly when complemented by a supportive organizational culture. It underscores the importance for e-commerce retailers to invest in AI technologies and cultivate a culture that embraces technological advancements to drive marketing innovation and achieve sustainable competitive advantage. AcknowledgmentThe authors are thankful to the Deanship of Graduate Studies and Scientific Research at University of Bisha for supporting this work through the Fast-Track Research Support Program.

Measuring Vietnamese Retail Service Quality: The Retail Service Quality Scale (RSQS) Validation and Application

Vietnam’s retail market has been viewed as one of the most attractive retail markets in the world with a high annual growth rate (Deloitte, 2019; World Bank, 2023). However, Vietnamese retailers have been perceived to lack a comprehensive understanding of both customer’s expectations and the quality of services delivered to customers. Therefore, it is imperative that academics and Vietnamese retail store management endeavor to develop the most suitable scale to measure and then to improve retail service quality. This paper examines the well-constructed scale, the Retail Service Quality Scale (RSQS) in the Vietnamese retail sector. With 618 customers’ responses, the retail service quality at the two stores were comprehensively measured and, the RSQS reliability and validation is confirmed in the Vietnamese retail context. Consequently, the weak points and dimensions in service quality perceived of each stores are identified, that can be considered as the firm basis for improving service quality in Vietnamese retail stores.

Creative and Innovative Digital Economy Training to Increase Income of SMA Karya Utama Students

Abstract: The creative and innovative digital economy, fuelled by digital technology and the internet, offers numerous opportunities for individuals to increase their income. Shopee, a widely recognised e-commerce platform, effectively taps into this potential with its user-friendly services. SMA Karya Utama, a 22-student senior high school located at Jalan Pendidikan No. 23 Marindal Village, Patumbak District, has yet to fully comprehend the potential of e-commerce for entrepreneurship, as evidenced by the PKM team's survey. To bridge this gap, the PKM team aims to educate SMA Karya Utama students on the opportunities presented by the digital economy and how to utilise the Shopee app for sales. The PKM activity employed a variety of socialisation, demonstration, and practical methods to expose students to creative digital economy concepts and train them in the operational aspects of Shopee. The results of this activity included increased knowledge of the digital economy and practical skills in account creation, product uploading, store management, and marketing on Shopee. The training aimed to empower SMA Karya Utama students to increase their income, foster independence, and equip them to effectively face future economic challenges. Keyword: Digital Economy, Shopee, SMA Karya Utama, Student Income

Perancangan Sistem Informasi Penjualan Kosmetik pada Toko Beauty Cosmetic

Advances in information technology have become a major influence on society in meeting needs, quality and convenience. One example of technological progress is online sales. E-commerce or online shops can make it easier for people to shop with time efficiency, accuracy and quality and can make it easier for the shop to sell because it can promote the products it sells more widely and get maximum profits. This research focuses on designing the UI/UX for cosmetic sales at beauty cosmetic stores. Researchers found problems in beauty cosmetic stores in that store management was still manual, only using social media as promotion without an online sales platform so that the income obtained from sales was not optimal. The method used in designing the UI/UX for selling cosmetics at this beauty cosmetic shop is using the prototype method. The results of this research are the UI/UX design for selling cosmetics at beauty cosmetic shops which can make it easier for beauty cosmetic shops to market their products. It is hoped that this learning media can increase people's interest in shopping at beauty cosmetic stores.

Does ICT contribute to bootstrapping SOSI? Evidence in retailing

PurposeThe objective of this work is to respond to the calls for research that, in retail and from the company’s perspective, support the importance of retaining a vision towards sustainability-oriented service innovation (SOSI), delving into the nature of this construct and examining its possible antecedent variables (information and communication technologies or ICT) and its consequent variables (volume and radicalness of innovation).Design/methodology/approachTo contrast the proposed hypotheses and respond to the main objective of the research, an empirical study was carried out through face-to-face interviews with 200 managers of retail commercial establishments.FindingsEmpirical evidence highlights the important role that SOSI plays in fostering innovative capacity and disrupting innovative practices within the retail sector, particularly from the perspective of store managers, catalysed by the influence of ICT. The findings underline SOSI’s clear contribution to innovation dynamics in retail.Originality/valueThis research analyses SOSI from the perspective of the retail manager within the unique context of the current permacrisis. It contributes to progress in the conceptualisation of SOSI, offering a comprehensive understanding of the construct and its accompanying elements. It provides valuable insights for academics and policy development practitioners navigating the changing landscape of SOSI in the retail sector.

Analisis Proses Rekrutmen dan Seleksi pada Dali Coffee Cikampek

This research illustrates that recruitment practices that only rely on internal relations without opening recruitment to the public are a phenomenon that occurs at Dali Coffee, an MSME in Karawang, West Java. This research aims to understand the recruitment and selection process carried out by Dali Coffee and identify the obstacles that arise in the process. Qualitative methods with a field research approach were used in this research. Observations were carried out to understand directly the recruitment and selection process in the field, while interviews with employees, especially store managers, provided direct insight into these practices. Apart from that, data was also obtained from internal company documents. The research results show that although Dali Coffee prioritizes internal relations in recruitment, the selection process remains strict to ensure compliance with company standards. The obstacles that arise include the risk of high tolerance for employee errors as well as challenges in maintaining the privacy and security of company information. The implications of this research provide insight into Dali Coffee's unique strategy in human resource management and offer recommendations for improving the effectiveness of employee recruitment and selection for similar companies.

Marketing Public Relations Strategy Through Buy 1 Get 1 Promotion at Maxx Coffee

This study employs a qualitative methodology with a descriptive qualitative approach. Data collection techniques include in-depth interviews, observation, and documentation. The key informants interviewed in this study are the Local Store Marketing Promotion Officer of PT. Maxx Coffee Prima, and two other informants, namely the Area Manager of Maxx Coffee and the Store Manager at Maxx Coffee Pejaten Village. The three methods used for the Buy 1 Get 1 promotion greatly support the success of Maxx Coffee's marketing public relations, especially through the use of social media, considering that social media currently has a wide reach and is very effective for disseminating information. Based on the results of this study, the researcher concludes that there is a visible positive impact from the implementation of the marketing public relations strategy through the Buy 1 Get 1 promotion by Maxx Coffee through several methods, including online and offline strategies, promotional events, and publications. These three methods of the Buy 1 Get 1 promotion can significantly influence the sales of Maxx Coffee products

The Influence of COVID-19 on Online Sales in the Wine Sector: A Portuguese Case Study

COVID-19 reinforced the adoption of an online sales strategy, with e-commerce proven to be an asset in achieving positive results. Based on this premise, a case study was developed in the wine sector, to identify a strategic model for the implementation and management of a virtual store. The simultaneous presence of businesses in the largest number of distribution channels is the differentiating factor in the wine sector, as it currently has an extremely attractive market dynamics for its stakeholders. A qualitative methodological case study was developed analyzing the wine sector e-commerce in the context of a theoretical model. The conclusions highlight an increase of online sales in the wine sector in Portugal, and consequently, the importance of creating a virtual store. The growth of the B2C online sales channel indicates there is ‘divergence’ from the traditional offline B2B sales channel. There is resistance by the B2B sales model to adopt online B2C, but despite this, the wine sector favoring e-commerce has seen a boost in sales profits. Pandemic restrictions reduced consumer physical contact which is a limitation of this single case study.

MEDICAL STORE MANAGEMENT AT ABVGMC VIDISHA (MP): AN ANALYSIS AT TERTIARY CARE HOSPITAL

Objective: The objective of this study was to perform a qualitative and quantitative comparison of the practice and infrastructure with applicable legislations governing hospital pharmacy while the secondary objective was to calculate the average dispensing time of a prescription in the hospital pharmacy. Methods: Our hospital was established in 2018. A prospective cross-sectional analytic study was carried out in the hospital pharmacy for 6 months (January 23–June 23). A blend of quality control parameters was drafted after referring various guidelines put forward by the statutory bodies. Qualitative data were collected by continuous observation, physical inspection, and after a thorough interview of hospital pharmacists. The collected data were summarized and compared with the standards. Quantitative data on the minimum requirement of hospital pharmacy infrastructure and dispensing time were collected using the designed data collection form and analysis was performed. Results: The hospital pharmacy met all the criteria that are necessary to satisfy legal requirements, availability of medicine, medicine, and general safety, and most of the quality parameters. However, few deviations were observed in the management of the drug store. The shortage in the floor space and waiting area was identified. In the study, we find that the average waiting time for the patient at the drug distribution center is 180 s and the average drug dispensing time was 130 s. On the basis of our good working in pharmacy, we got NABH approval in 2023 which includes pharmacy with other departments of this hospital. Conclusion: Majority of the quality parameters were noted to be compliant with the standards. Few deviations were identified and measures to improve them were suggested.

Communication Strategy In Achieving Sustainable Environmental Development: Case Study Of The Ban On The Use Of Plastic Bags In Familymart Retail Stores

This study explores the communication strategies utilized by FamilyMart retail stores to enforce the ban on plastics bags, aiming to support sustainable environmental development. As environmental concerns become increasingly significant, retail businesses are at the forefront of promoting sustainable practices. This research investigates how FamilyMart conveys its environmental policies to customers and the broader community to encourage behavior change towards eco-friendly alternatives. Using qualitative methods, the research involves in-depth interviews with store managers, content analysis of promotional materials, and observations of in-store communication efforts. According to the research, FamilyMart has a thorough communication strategy that consists of educational initiatives for customers, conspicuous signage, and active participation on social media. These tactics aim to encourage consumers to use reusable bags by raising awareness of the negative environmental effects of plastic bag usage. Effective communication strategies make use of visual aids, customer incentives for program involvement, and compelling and informative messaging. The report also emphasizes how crucial it is to use consistent messages throughout a range of communication channels and how important employee involvement is to achieve the initiative's goals. The findings show that establishing a sustainable culture and obtaining consumer compliance depend heavily on efficient communication. The report ends with actionable suggestions for retailers looking to put similar environmental policies into place. These suggestions emphasize the importance of using multifaceted, transparent, and engaging communication tactics to support long-term, sustainable change.

The enterprise activism risk model: How good intentions can jeopardize business success

Companies are increasingly expected to contribute, above and beyond a profit motive, to society. Leaders across industries have addressed the expectation by engaging in activism. While some upper echelons leaders initiate activism efforts in a way that strengthens their firms, others are struggling to do so without risking brand and business performance. This research addresses this important managerial challenge by conceptualizing activism through a risk paradigm. To do this, we first introduce and define a construct called Enterprise Activism. The construct comprises all forms of firm-initiated activism which can impact brand and business performance, such as brand activism, CEO activism, and corporate activism, regardless of who is making the decision (e.g., Chief Marketing Officer or store manager) or whether a portfolio brand or the corporate brand is involved (e.g., Harris Teeter or the corporate brand, Kroger). We then conceptualize the Enterprise Activism Risk Model, providing insight into how different types of actions can pose market share and positional advantage risks. Leveraging insight from C-level leaders, we identify ways that firm leaders can deploy the model to advance business practice. Finally, we provide a research agenda to develop new theory and evidence to help support and improve practice. The new insight provided herein provides a framework that can enable upper echelons leaders to evaluate, discuss, and navigate activism to minimize business risk.

Vital Skills Needed for Vocational Training of Adults with Special Needs

The main purpose of the study was to explore the skills description, skills needed and the problems encountered of parents, SPED educators and store managers towards vital skills needed for vocational training of adults with special needs specifically in housekeeping, massage & spa and food & beverage services to obtain recommendations for the improvement of Individualized Education Plan for transition program to vocational training to achieve the required skills for employment. The study was anchored on the theory of Zone of Proximal Development (ZPD) by Lev Vygotsky. A descriptive phenomenological method was used to analyze and interpret the data from the purposely selected 20 participants through online interviews that were transcribed, coded, clustered and formed themes. The emerged themes for housekeeping services are: household chores skills, work ethics and safety measure skills, prerequisite skills and consistent monitoring of skills. For massage and spa service: fine motor skills, knowledge of equipment, dos and don’ts at work and socio-emotional and communication skills. For food and beverage service: food preparation, functional academics, safety measures and sanitation and behavioral and socio-emotional skills. Practicing household chores, process of food preparation and work attitude skills such as time awareness, money literacy and academic functioning are vital skills needed for vocational training of Adults with Special Needs (ASN). Developing prerequisite skills through their developmental domains such as cognitive skills, socio-emotional skills, behavoral skills, communication skills and fine motor skills are necessary to be trained earlier in catering their needs in special education. Safety measures and sanitation skills are to be trainied for ASN’s vocational training since it is important to have knowledge of equipment, safety in the work procedure and sanitation in workplace. It is highlighted to establish strong support system and collaboration of home-school-community to bridge the skills from a workplace to be trained at school and home. Teachers should also be trained with vocational skills first so they can teach the skills appropriately. Finally, future researchers to conduct research linked in the field of special education to broaden the idea in the vocational training of skills to ASN for the full access to employment and equal opportunities.

Analisis Penerapan Pajak Penghasilan Pasal 23 Atas Jasa pada PT. Store Send E-Logistic Indonesia

This research was conducted at PT. Store Send E-Logistic Indonesia is a service company that provides comprehensive e-logistics solutions, starting from product management services in warehouses, online store management to the product delivery process to customers. The aim of this research is to determine and analyze the suitability of the application of PPh Article 23 in connection with the use of services at PT. Store Send E-Logistics Indonesia. The method used in this research is descriptive qualitative with primary data where direct observations and interviews were carried out with companies directly involved in managing PPh Article 23. The results of this research show that the company has carried out its Withholding, Deposit and Reporting obligations in accordance with tax regulations. especially law number 36 of 2008, although there were several errors caused by internal company parties.

Unlocking Inventory Efficiency: Harnessing Machine Learning for Sales Surge Prediction

Purpose: Sales forecasting plays a crucial role in inventory optimization for retail stores, especially during special events such as promotions, advertisements, holiday season, weather, social and economic situations etc. These events drive significant changes in customer buying patterns. Some of these events are captured in the current forecasting models as part of trend, seasonality, and cyclicality. But many times, unexpected local events such as extreme weather conditions, riots, and regional events such as marathons, concerts have a significant impact on sales surges which are usually not captured in the sales forecast. This leads to inventory being out of stock and store managers placing last-minute manual orders. By accurately predicting these sales pattern changes, retailers can make informed decisions, ensuring optimal inventory levels and maximizing profits. Methodology: In this paper, a data-driven solution was discussed that leverages machine learning models to predict sales pattern changes and surges during local events in a specific geographical location. Web scraping can be used to gather data on local events from a range of online sources, including Google News, local news channels, and social media platforms. By extracting pertinent details about upcoming events, it is possible to compile a thorough database of local happenings. Findings: Data Analysis of historical sales data mapped to its local events can provide insights on key department-categories where there is a surge in sales. Machine learning models can be used to analyze, experiment and train historical sales data in conjunction with the events data. Unique contribution to theory, practice and policy: Machine learning models would be trained to capture the complex relationships between different local events and their impact on sales. Therefore the study recommends using the machine learning approaches specified to consider various factors, such as event type, location, duration, and historical sales patterns, our models can effectively predict sales fluctuations during specific events.

Enhancing Customer Relationships: A Case Study of CRM Practices at City Square Mart in Ahmedabad city of Gujarat State

This study paper provides an in-depth examination of customer relationship management (CRM) operations conducted at City Square Mart, a well-known retail business specializing in supermarket trends. This research seeks to provide insights that will improve the development and implementation of CRM strategies in the retail industry by conducting interviews with store managers and analyzing their CRM methods. This study analyzes key elements of consumer engagement channels, such as in-store experiences and online platforms, to understand how City Square Mart effectively combines these channels to provide a seamless and cohesive customer experience. This research also examines consumer feedback methods, loyalty programs, complaint management processes, and initiatives aimed at personalization and customization of goods. The results of this research provide important insights for retail managers who want to improve their CRM strategies and for academics who want to increase their understanding of customer relationship management in the retail industry. This research aims to improve customer interactions and drive company success in the changing retail market by analyzing the unique CRM tactics implemented by City Square Mart