In this advanced era, people should be aware of the practicality of technology adoption, especially in service-based businesses. As technology’s efficiencies and its effectiveness had been sensed by both customer and firm, this resulting in a competitive business model among particular service industries; Supermarket businesses. Therefore, the need for a tech-based yet fruitful innovation has become increasingly relevant towards grocery businesses. However, during past decades, numbers of researchers and business experts’ have narrowed their focus to a term called self-service technology (SST). This cutting-edge advancement enhances firm’s performances in productivity and profitability spectrums (Parasuraman, 1996). Next, Meuter et al. (2000) has outlined SST as “technological interfaces that enable customers to obtain services from the staffs of the particular service firm without any direct involvement with them. On the business viewpoint, cost reductions and improved efficiency are the major highlights of having a SST system. With aid of SST, supermarket business can now serve various service demand from customers as SST system is more consistent and stable and it disregard worker’s state of mind who sometimes is affected by personal issue or mood swing. With that so, SST creates a good added value which time and place conveniences are escalated to both supermarket manager and customer. In practices, SST comes in various channels ranging from self-service installations to self-service checkout machine. In this research proposal paper, I will examine the significance of Self-Service Checkouts usage on customer loyalty and their satisfaction given the service quality in the Singapore’s supermarket context with relevant journals and examples considered.
Inhaltsverzeichnis (Table of Contents)
- INTRODUCTION
- CONTEXTUAL BACKGROUND
- THEORETICAL FRAMEWORK
- HYPOTHESIS DEVELOPMENT
- RESEARCH METHODOLOGY
- DATA ANALYSIS AND INTERPRETATION
- DISCUSSION
- CONCLUSION
- REFERENCES
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This research proposal examines the significance of Self-Service Checkouts on customer loyalty and satisfaction, considering the impact of service quality in Singapore's supermarket context. The aim is to understand how the adoption of self-service technology impacts customer experiences and loyalty within this specific market.
- The adoption of self-service technology in the supermarket industry
- The relationship between self-service technology and service quality
- The impact of service quality on customer satisfaction and loyalty
- The role of self-service technology in enhancing customer experience
- The implications of self-service technology for supermarket businesses in Singapore
Zusammenfassung der Kapitel (Chapter Summaries)
- INTRODUCTION: This chapter introduces the concept of self-service technology (SST) and its increasing relevance in service industries, particularly supermarkets. The chapter highlights the potential benefits of SST in terms of cost reduction, efficiency, and customer convenience. It also establishes the research context by outlining the significance of the supermarket sector within the Singapore economy.
- CONTEXTUAL BACKGROUND: This chapter provides a comprehensive overview of the Singapore supermarket industry. It presents statistical data highlighting the growth and significance of this sector within the country's GDP. The chapter further analyzes the market trends and forecast growth rates for the supermarket industry in Singapore, showcasing the strong potential of this sector.
- THEORETICAL FRAMEWORK: This chapter delves into the theoretical underpinnings of the research. It explores key theories and models relevant to self-service technology, service quality, customer satisfaction, and customer loyalty. The chapter provides a conceptual framework that guides the research and informs the development of hypotheses.
- HYPOTHESIS DEVELOPMENT: This chapter outlines the specific research questions and hypotheses derived from the theoretical framework. The chapter establishes the relationship between self-service technology, service quality, customer satisfaction, and customer loyalty, and proposes testable propositions to explore these relationships.
- RESEARCH METHODOLOGY: This chapter details the research design and methodology employed in the study. It describes the data collection methods, data analysis techniques, and the research approach chosen to address the research questions and hypotheses.
Schlüsselwörter (Keywords)
This research focuses on the key concepts of self-service technology, service quality, customer satisfaction, customer loyalty, and the Singapore supermarket industry. The study aims to explore the relationship between these factors and how the adoption of self-service technology can contribute to customer retention and business success in this dynamic market.
- Quote paper
- Leonardo Kalvintoputra (Author), 2020, The Significance of Self-Service Technology Adoption on Service Quality in Linking Customer Satisfaction and Customer Loyalty in Singapore’s Supermarket Context, Munich, GRIN Verlag, https://www.grin.com/document/962782
