Supermarket Shoppers Research Articles

Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market

Supermarket shoppers around the world are increasingly encountering and using self-service technologies (SSTs) during their shopping process. The SSTs are mainly offered to reduce retailer costs and enhance customer's experience. Among the many different SSTs available, self-checkout systems (SCS) have become an extremely popular choice of supermarkets around the world. Although some of the main motivations of the supermarkets for offering SCSs are cost cutting, speed, and convenience, supermarkets are also assuming that these services would enhance customer experience, satisfaction, and ultimately loyalty. However, empirical evidence is needed to better understand customer expectations of SCS service quality and how technology based service quality impacts retail patronage. Therefore, the purpose of this research is to examine the service quality of supermarket/grocery store SCSs and its impact on customer satisfaction and loyalty in an emerging market, namely Turkey. Using the SSTQUAL scale (Lin and Hsieh, 2011), data (n=275) for the study is collected from shoppers who had just completed going through the self-checkout counter in a large supermarket chain. The results of this study show that SCS service quality positively influences loyalty through the customer satisfaction path. Managerial and research implications of the findings are discussed.

Use of food label information by urban consumers in India - a study among supermarket shoppers.

To study consumer knowledge and use of food labels. A cross-sectional study employing both quantitative and qualitative methods. Intercept interviews were conducted with 1832 consumers at supermarket sites selected using a stratified random sampling procedure. This information was triangulated with twenty-one focus group discussions. New Delhi and Hyderabad, two metro-cities from north and south India. Adolescent (10-19 years), adult (20-59 years) and elderly (≥60 years) consumers. While the national urban literacy rate is 84 %, about 99 % of the study participants were educated. About 45 % reported that they buy pre-packaged foods once weekly and about a fifth buy them every day. Taste, quality, convenience and ease of use are the main reasons for buying pre-packaged foods. Although 90 % of consumers across the age groups read food labels, the majority (81 %) looked only for the manufacturing date or expiry/best before date. Of those who read labels, only a third checked nutrition information and ingredients. Nutrient information on labels was not often read because most consumers either lacked nutrition knowledge or found the information too technical to understand. About 60 % read quality symbols. A positive association was found between education level and checking various aspects of food labels. Women and girls concerned about 'fat' and 'sugar' intake read the nutrition facts panel. The intention of promoting healthy food choices through use of food labels is not being completely met. Since a majority of people found it difficult to comprehend nutrition information, there is a need to take up educational activities and/or introduce new forms of labelling.

Positive Attitude toward Healthy Eating Predicts Higher Diet Quality at All Cost Levels of Supermarkets

Shopping at low-cost supermarkets has been associated with higher obesity rates. This study examined whether attitudes toward healthy eating are independently associated with diet quality among shoppers at low-cost, medium-cost, and high-cost supermarkets. Data on socioeconomic status (SES), attitudes toward healthy eating, and supermarket choice were collected using a telephone survey of a representative sample of adult residents of King County, WA. Dietary intake data were based on a food frequency questionnaire. Thirteen supermarket chains were stratified into three categories: low, medium, and high cost, based on a market basket of 100 commonly eaten foods. Diet-quality measures were energy density, mean adequacy ratio, and total servings of fruits and vegetables. The analytical sample consisted of 963 adults. Multivariable regressions with robust standard error examined relations between diet quality, supermarket type, attitudes, and SES. Shopping at higher-cost supermarkets was associated with higher-quality diets. These associations persisted after adjusting for SES, but were eliminated after taking attitudinal measures into account. Supermarket shoppers with positive attitudes toward healthy eating had equally higher-quality diets, even if they shopped at low-, medium-, or high-cost supermarkets, independent of SES and other covariates. These findings imply that shopping at low-cost supermarkets does not prevent consumers from having high-quality diets, as long as they attach importance to good nutrition. Promoting nutrition-education strategies among supermarkets, particularly those catering to low-income groups, can help to improve diet quality.

Does the patient really act like a supermarket shopper? Proposal of a typology of patients' expectations towards the healthcare system

The purpose of this paper is to propose a general typology of patients' expectations towards the healthcare system. In order to improve healthcare outcomes, the necessity to take into account patients' expectations is now broadly accepted. However, the models provided by the literature regarding these preferences are limited in scope as they focus on only one dimension of the relationship between patients and the healthcare system, i.e. the patient–doctor relationship. A more global approach is therefore required in order to provide a more complete vision of patients' preferences. With this purpose, 38 semi-structured interviews were carried out on a sample of French patients. Through a semiotic analysis of this material, four types of values expressed by the patients are identified: practical values, existential values, critical values, and hedonistic values. A typology of patients based on these values is then developed through a survey administrating on a sample of 200 users of the French healthcare system. From the cluster analysis, four patients profiles are identified: hedonists, functional-skeptics, trustfuls, and consumerists. By providing a segmentation tool relevant for healthcare professionals, this research enables healthcare providers to adjust their communication strategies and helps policymakers to set up awareness campaigns adapted to each profile.

Shopper cards data and storage practices for the investigation of an outbreak of Shiga-toxin producing Escherichia coli O157 infections

IntroductionAn outbreak of shiga-toxin producing Escherichia coli infections occurred in southwest France in June 2012. The outbreak was investigated to identify the source of infection, and guide control measures. MethodsConfirmed outbreak cases were patients who developed bloody diarrhoea or haemolytic uremic syndrome (HUS) between 28 May and 6 July 2012, with E. coli O157 isolates showing indistinguishable patterns on pulse field gel electrophoresis (PFGE). A standardized questionnaire was administered to patients to document food consumption and other risk exposures. Their purchase was checked through their supermarket shopper card data. ResultsSix patients (four with HUS and two with bloody diarrhea) were confirmed outbreak cases. Fresh ground beef burgers from one supermarket were the only common food exposure, identified by interviews and shopper card data. The PFGE profile of shiga toxin-producing E. coli O157 isolated from the suspected beef burgers was identical to those from the human cases. The suspected beef burgers were no longer on sale at the time of investigation but three patients confirmed as outbreak cases had deep-frozen some at home. ConclusionShopper card data was particularly useful to obtain precise and reliable information on the traceability of consumed food. Despite the expired use-by date, a recall was issued for the beef burgers. This contributed to preventing other cases among consumers who had deep-frozen the beef burgers.

Let's Twist and Shout

Viv Hampshire's series turn to the 1960s. Develop children's understanding of the world with activities exploring the first spaceships, wiggly dancing, black and white clothes… and supermarket shopping.

Food neophobia, nanotechnology and satisfaction with life

This study investigates the relationship between food neophobia, satisfaction with life and food-related life, and acceptance of the use of nanotechnology in food production. Questionnaire data was collected from a sample of 400 supermarket shoppers in southern Chile. The questionnaire measured knowledge of nanotechnology and willingness to purchase food products involving nanotechnology, and included the SWLS (Satisfaction with Life Scale), SWFL (Satisfaction with Food-related Life) and FNS (Food Neophobia Scale) scales. Using cluster analysis, four consumer types were distinguished with significant differences in their scores on the SWLS, SWFL and FNS. The types differed in their knowledge of nanotechnology, willingness to purchase foods involving nanotechnology, age, socioeconomic level and lifestyle. The least food-neophobic type had the highest levels of satisfaction with life and with food-related life and also had the highest acceptance of packaging and foods produced with nanotechnology. The results suggest that the degree of food neophobia is associated with satisfaction with life and with food-related life, as well as with the acceptance of products with nanotechnological applications.

Secret ingredients: who knows what's in your food?

British chef and food activist Jamie Oliver ignited a firestorm in January 2011 when he mentioned on the Late Show with David Letterman that castoreum, a substance used to augment some strawberry and vanilla flavorings, comes from what he described as “rendered beaver anal gland.”1 The next year, vegans were outraged to learn that Starbucks used cochineal extract, a color additive derived from insect shells, to dye their strawberry Frappuccino® drinks2 (eventually, the company decided to transition to lycopene, a pigment found in tomatoes3). Although substances like castoreum and cochineal extract may be long on the “yuck factor,”4 research has shown them to be perfectly safe for most people; strident opposition arose not from safety issues but from the ingredients’ origins. But these examples demonstrate that the public often lacks significant knowledge about the ingredients in foods and where they come from. This is not a new development; the public relationship to food additives has a long history of trust lost, regained, and in some cases lost again. The Federal Food, Drug, and Cosmetic (FD&C) Act of 19385 was passed shortly after the deaths of 100 people who took an untested new form of a popular drug, which contained what turned out to be a deadly additive.6 The new law was consumer oriented and intended to ensure that people knew what was in the products they bought, and that those products were safe. The law has been amended over the years in attempts to streamline and bring order to the sprawling task of assessing and categorizing the thousands of substances used in foods, drugs, and cosmetics. One result of this streamlining is that under current U.S. law, companies can add certain types of ingredients to foods without premarket approval from the thin-stretched Food and Drug Administration (FDA). In other words, there are substances in the food supply that are unknown to the FDA. In 2010 the Government Accountability Office (GAO) concluded that a “growing number of substances … may effectively be excluded from federal oversight.”7 Is this a problem? The answer depends on whom you ask.

Price discounts significantly enhance fruit and vegetable purchases when combined with nutrition education: a randomized controlled supermarket trial

Reducing fruit and vegetable (F&V) prices is a frequently considered policy to improve dietary habits in the context of health promotion. However, evidence on the effectiveness of this intervention is limited. The objective was to examine the effects of a 50% price discount on F&Vs or nutrition education or a combination of both on supermarket purchases. A 6-mo randomized controlled trial within Dutch supermarkets was conducted. Regular supermarket shoppers were randomly assigned to 1 of 4 conditions: 50% price discounts on F&Vs, nutrition education, 50% price discounts plus nutrition education, or no intervention. A total of 199 participants provided baseline data; 151 (76%) were included in the final analysis. F&V purchases were measured by using supermarket register receipts at baseline, at 1 mo after the start of the intervention, at 3 mo, at 6 mo (end of the intervention period), and 3 mo after the intervention ended (9 mo). Adjusted multilevel models showed significantly higher F&V purchases (per household/2 wk) as a result of the price discount (+3.9 kg; 95% CI: 1.5, 6.3 kg) and the discount plus education intervention (+5.6 kg; 95% CI: 3.2, 7.9 kg) at 6 mo compared with control. Moreover, the percentage of participants who consumed recommended amounts of F&Vs (≥400 g/d) increased from 42.5% at baseline to 61.3% at 6 mo in both discount groups (P = 0.03). Education alone had no significant effect. Discounting F&Vs is a promising intervention strategy because it resulted in substantially higher F&V purchases, and no adverse effects were observed. Therefore, pricing strategies form an important focus for future interventions or policy. However, the long-term effects and the ultimate health outcomes require further investigation. This trial was registered at the ISRCTN Trial Register as number ISRCTN56596945 and at the Dutch Trial Register (http://www.trialregister.nl/trialreg/index.asp) as number NL22568.029.08.

Determinants of Food Label Use among Supermarket Shoppers: A Singaporean Perspective

Examining factors influencing food label use among Singapore's supermarket shoppers using the Theory of Planned Behavior. A point-of-purchase survey among general shoppers in 2 supermarkets. Singapore, a country whose population is exposed to a wide range of food labeling formats because of the import-dependent nature of the food industry. A total of 200 shoppers (Chinese [75.5%], Malays [8.5%], and Indians [7.0%]) participated in the survey. Independent variables composed of attitudes and subjective norms (both 5-point Likert); perceived behavioral control and diet-health concern (both 5-point semantic differential); and knowledge (18-item index). Dependent variables were intention to use food labels (5-point differential scale) and actual use of food labels (19-item index). Data were analyzed using descriptive statistics, mean analysis, and multivariate linear regression. Low levels of knowledge and health literacy were found. Attitudes, subjective norms, and behavioral control differed significantly by age and ethnicity. Subjective norms and diet-health concern were significant predictors of intention to use food labels. Lack of knowledge but positive attitudes toward food labels make Singapore's consumers vulnerable to misusing or being misled by food label information. Demographic differences demonstrate the need to develop targeted educational interventions and enhance awareness of and ability to use food labels.

Rolling in the aisles: a comparative study of male and female grocery shopper typologies

The purpose of this paper is to segment male and female grocery shoppers based on store and product attribute evaluations. A rich profile for each segment is developed. Gender comparisons are operationalised and these developed contemporary shopper typologies are further contrasted against earlier works. Data of 560 grocery shoppers were attained by a survey questionnaire. Factor analysis, cluster analysis and ANOVA were employed to develop specific segments of shoppers. Four distinct cohorts of male shoppers and three cohorts of female shoppers emerged from the data of eight constructs, measured by 46 items. One new shopper type, not found in earlier typology literature, emerged from this research. This shopper presented as young, well educated, at the commencement of their career and family life cycle, attracted by a strong value offer and willingness to share the family food shopping responsibilities. This research makes a contribution to segmentation literature and grocery retail practice in several ways. It presents the first retail typology of male supermarket shoppers, employing a cluster analysis technique. Comparisons between male and female grocery-shopping typologies are accordingly facilitated. The research provides insights into the modern family food shopping behaviour of men; a channel in which men are now recognised as equal contributors. Research outcomes encourage supermarket retailers to implement targeted marketing and rationalised operational strategies that deliver on attributes of importance. Finally, this research provides the basis for further cross-cultural, cross-contextual comparative studies.

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

Purpose: Post Apartheid, the South African supermarket industry has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments. Design/methodology/approach: A survey approach was used to collect data from 307 respondents within a major metro pole area, as well as through an online interface. This was used to test our path model using Partial Least Squares (PLS) analysis. Findings: The results from the analysis concluded that two constructs, namely Physical Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction. Customer satisfaction was also confirmed to be positively linked to customer loyalty. Originality/Value: This research uncovers which aspects of service are most coveted by consumers in an emerging market context, as well as their effect on generating repeat business. If supermarket chains are to move beyond mere profit generation and build meaningful relationships with customers, they would best be advised to focus on the attributes of service that have a direct bearing on customer satisfaction and, in turn, long-term repeat patronage.

Thinking on Architectural Design of Rural Supermarket

As a new business model, rural supermarket has gone into the lives of rural residents. Going to the supermarket shopping has become a choice of more and more rural residents. It is worth noticing that rural supermarket is not a simple copy and repeat of the urban supermarket. The paper analyzes rural supermarket’s characteristics and inadequacies in current situation, and presents optimal design ideas of rural supermarket considering plane layout, facade selection and external environment design. It is hoped to inspire development of rural supermarket.

A mixed-method examination of food marketing directed towards children in Australian supermarkets

The purpose of this study was to determine the prevalence of children's food requests, and parents' experiences of food marketing directed towards children, in the supermarket environment. A mixed-method design was used. Firstly, intercept interviews were conducted with parents accompanied by a child/children on exiting supermarkets (sampled from a large regional centre in Australia). Parents were asked about the prevalence and types of food requests by child/children during their supermarket visit and whether they purchased these foods. Secondly, focus groups (n = 13) and telephone interviews (n = 3) were conducted exploring parents' experiences of supermarket shopping with children and the impact of child-directed marketing. Of the 158 intercept survey participants (30% response rate), 73% reported a food request during the supermarket visit. Most requested food items (88%) were unhealthy foods, with chocolate/confectionery being the most common food category requested (40%). Most parents (70%) purchased at least one food item requested during the shopping trip. Qualitative interviews identified four themes associated with food requests and prompts in the supermarket: parents' experience of pester power in the supermarket; prompts for food requests in the supermarket; parental responses to pestering in the supermarket environment, and; strategies to manage pestering and minimize requests for food items. Food requests from children are common during supermarket shopping. Despite the majority of the requests being unhealthy, parents often purchase these foods. Parents reported difficulties dealing with constant requests and expressed desire for environmental changes including confectionery-free checkouts, minimization of child friendly product placement and reducing children's exposure to food marketing.

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Lists, Spatial Practice and Assistive Technologies for the Blind

Lists, Spatial Practice and Assistive Technologies for the Blind

Toward a shopping typology of primary male grocery shoppers

– The purpose of this paper is to segment primary male grocery shoppers based on store and product attribute evaluations. A rich profile for each segment is developed. These developed contemporary shopper typologies are contrasted against earlier works., – Data of 280 male grocery shoppers was attained by a survey questionnaire. Factor analysis, cluster analysis and ANOVA were employed to develop specific segments of male shoppers., – Four distinct cohorts of male shoppers emerge from the data of eight constructs, measured by 46 items. One new shopper type, not found in earlier typology literature, emerged from this research. This shopper presented as young, well educated, at the commencement of their career and family lifecycle, attracted by a strong value offer and willingness to share the family food shopping responsibilities., – Research outcomes encourage supermarket retailers to implement targeted marketing and rationalized operational strategies that deliver on attributes of importance., – This research makes a contribution to segmentation literature and grocery retail practice in several ways. It presents the first retail typology of male supermarket shoppers, employing a cluster analysis technique. The research provides insights into the modern family food shopping behaviour of men, a channel in which men are now recognised as equal contributors. The research provides the basis for further gender comparative and cross‐contextual studies.

Decision-making in the aisles: informing, overwhelming or nudging supermarket shoppers?

Recent findings suggest that while shopping people apply `fast and frugal' heuristics: short-cut strategies where they ignore most product information and instead focus on a few key cues. But rather than supporting this practice, mobile phone shopping apps and recommender systems overwhelm shoppers with information. This paper examines the amount and structure of product information that is most appropriate for supermarket shoppers, finding that in supermarkets, people rapidly make decisions based on one or two product factors for routine purchases, often trading-off between price and health. For one-off purchases, shoppers can be influenced by reading customer star ratings and reviews on a mobile phone app. In order to inform decision-making or nudge shoppers in supermarkets, we propose using embedded technologies that provide appropriate feedback and make key information salient. We conclude that rather than overwhelming shoppers, future shopping technology design needs to focus on information frugality and simplicity.

Shopping with my mother: reminiscences of adult daughters

AbstractMothers and daughters are an influential dyad seen in US shopping malls, and their purchasing power is critical to the success of the retail industry. This study explores the longevity and relevance of that relationship to the development and maintenance of consumer skills and preferences. Consumer socialization theory has focused on the transfer of skills, values and knowledge, from parent to young child. Studies of intergenerational influences have yet to investigate the mother–daughter shopping relationship. This study investigates the transfer of perceptions and skills of shopping from mother to daughter, and daughter to mother, as seen by the adult daughters. We interviewed daughters aged between 21 and 70 about shopping experiences with their mothers. The objectives were to (1) gain knowledge of how daughters perceive shopping with their mothers; (2) uncover what daughters value in the shopping experience; and (3) listen to, analyse and draw conclusions about accounts of how consumer habits, preferences and experiences are transferred across generations and life stages. The study documents themes relating to pride in gaining independence, establishing social rituals, enjoying the reciprocal coaching and bonding. All the interviewees described their experiences of shopping as a leisure activity that was not associated with the transaction‐based routine shopping events such as supermarket shopping. We found that the importance of the mother–daughter shopping experience extends well beyond feelings of self‐worth resulting from astute choice‐making when shopping, and relates more to the value of the mother–daughter relationship acted out in a retail setting. Surprisingly, none of the participants spoke negatively about their shopping experiences. Finally, the strength of the maternal influence appears to continue throughout the daughter's life, including after the mother's death.

Powdered, Essence or Brewed?: Making and Cooking with Coffee in Australia in the 1950s and 1960s

Powdered, Essence or Brewed?: Making and Cooking with Coffee in Australia in the 1950s and 1960s