Impact of technology in organised retail industry to increase customer satisfaction

1. Presented To:- Presented By:-
Ms. Abha Aggarwal Ritesh Kumar
(Asst. Prof.) SDDIMS
SDDIMS MBA 3rd Sem

2. Retailing includes all the activities involved in
selling goods and services to the final consumers.
Retail industry involve organised and
unorganised retailing.
Unorganised retailing such as – Kirana Shops,
Pan-beedi shops, etc.
Organised retailing such as – Malls, Wal-mart,
etc.

3. The application of scientific knowledge for
practical purposes.
Machinery and devices developed from scientific
knowledge.
The branch of knowledge dealing with
engineering or applied sciences.

4. Retailing is a “technology-intensive industry.
Customer satisfaction refers to the extent to which customers
are happy with the performance of the products and services.
Today, retailers work closely with technology to increase and
the predict consumer demand, shorten lead times, reduce
inventory holding and ultimately save cost.
Technology has transformed the buying behaviour of
customers everywhere.

5. Electronic Data Interchange
Data Warehouse
Advance Planning and Scheduling System
Enterprise Resource Planning ( ERP) Tools
Point of Sale (POS) Solutions
Electronic Payment Peripherals
Retail POS Printers
Networking and Security System
RFID for Inventory Control
CRM System

6. What is Research:
Research commonly refers to the search for knowledge. It is the
scientific and systematic search for collection of information on a specific
topic. In fact research is an art of scientific investigation.
Research Methodology:
Research methodology is to systematically solve the problem. . The
research methodology includes the research methods or techniques used
to solve the research problem
Problem statement:
The present project is faced with the problem to study “Impact of
Technology on Organised Retail Industry to Increase Customer
Satisfaction”

7. Following are the objectives of the research:
1. To study the use of technology in Organised Retail
industry.
2. To study the role of technology in enhancing the
service quality in organised retail.
3. To study the effectiveness of technology in Industry.
4. To study the role of technology in enhancing the
customer satisfaction.

8. The summary of the research methodology is stated
below:
Areas Yamuna Nagar
Sources of information Primary and secondary data
Data collected method Questionnaire
Types of questions used Multiple choice
Target All the customers of retail outlets
Sampling method Random sampling
Sample size 100(customers)

10. Q.1. Have you ever visited on organised retail store?
Table 1: Following table showing the number of customer who visited on organised
retail store:cr:
Chart 1: Following chart showing the number of customer who visited on organised
retail store:
80%
20%
Customer visited on organised retail store
Yes
No
Visited on organised retail store Response (In Number) Response (In Percentage)
Yes 80 80
No 20 20
Total 100 100

11. Q.2. Reasons for visiting an organised retail store?
Table 2: Following table showing the reason for visiting the organised retail store:
Chart 2: Following chart showing the reason for visiting the organised retail store:
Reasons Response (In Number) Response (In Percentage)
Window Shopping 16 20
Time saving 12 15
Recreation 28 35
Other 24 30
Total 80 100
20%
15%
35%
30%
Reason for visiting the organised retail store
Window Shopping
Time saving
Recreation
Other

12. Q.3. What influence you to purchase from a retail store for the first time?
Table 3: Following table showing the factors influenced customer for first time
purchasing from organised retail store.
Chart 3: Following chart showing the factors influenced customer for first time
purchasing from organised retail store:
Influencing Factors Response(In Number) Response (In Percentage)
Technology in store 8 10
Advertisement 16 20
Friends 28 40
Cost effectiveness 12 15
Impulse Buying 16 20
Total 80 100
10%
20%
40%
15%
20%
Influencing Factors
Technology in store
advertisement
Friends
Cost effectiveness
Impulse Buying

13. Q.4. Do you know about the technologies used in organised retail store?
Table 4: Following table showing the number of customer who aware about
technology in organised retail store:
Chart 4: Following chart showing the number of customer who aware about
technology in organised retail store:
Awareness about technology Response (In Number) Response (In Percentage)
Yes 60 60
No 40 40
Total 100 100
60%
40%
Awareness about technology
Yes
No

14. Q.5. According to you, which technology is mostly used by organised retail stores?
Table 5: Following table showing the technology mostly used by the organised retail
stores:
Chart 5: Following chart showing the technology mostly used by the organised retail
stores
Technology used Response (In Number) Response (In Percentage)
Barcode scanners 20 20
Swap Machines 20 20
Touch Screen 10 10
CCTV cameras 40 40
Other 10 10
Total 100 100
20%
20%
10%
40%
10%
Technology used
Barcode scanners
Swap Machines
Touch Screen
CCTV cameras
Other

15. Q.6. Do you really feel that the technology in organised retail store is beneficial?
Table 6: Following table showing the responses about benefits of technology in
organised retail stores:
Chart 6: Following chart showing the responses about benefits of technology in
organised retail stores:
Benefits of technology Response (In Number) Response (In Percentage)
Strongly agree 60 60
Agree 30 30
Disagree 5 5
Strongly disagree 0 00
Neither agree nor disagree 5 5
Total 100 100
60%
30%
5% 0% 5%
Benefits of technology
Strongly agree
Agree
Disagree
Strongly disagree
Neither agree nor disagree

16. Q.7. Do you feel that there is a wide scope of technology in organised retail store?
Table 7: Following table showing the scope of technology is organised retail store
Chart 7: Following chart showing the scope of technology in organised retail store
Scope of technology Response (In Number) Response (In Percentage)
Yes 85 85
No 15 15
Total 100 100
85%
15%
Scope of technology
Yes
No

17. Q,8. Do you think that the use of technology/IT in organised retail store is
effective & time saving?
Table 8: Following table showing the effectiveness & time saving the use of
technology/IT in organised retail store:
Chart 8: Following chart showing the effectiveness & time saving the use of
technology/IT in organised retail store:
Effectiveness & time saving Response (In Number) Response (In Percentage)
Yes 70 70
No 30 30
Total 100 100
70%
30%
Effectiveness & time saving
Yes
No

18. Q.9. How use of technology helps you?
Table 9: Following table showing how technology helps the customer in organised
retail store:
Chart 9: Following chart showing how technology helps the customer in organised
retail store:
Technology helps in Response (In Number) Response (In Percentage)
Cost effectiveness 10 10
Service quality 20 20
Time saving 10 10
Convenience 15 15
Status 25 25
Fast billing 15 15
Other 5 5
Total 100 100
10%
20%
10%
15%
25%
15%
5%
Technology helps in
Cost effectiveness
Service quality
Time saving
Convenience
Status
Fast billing
Other

19. Q.10. Technology in organized retail outlet symbolises?
Table 10: Following table showing the use technology in organized retail outlet
symbolises:
Chart 10: Following chart showing the technology mostly used by the organised retail
stores:
Technology symbolise Response (In Number) Response (In Percentage)
Hi-tech store 30 30
Time saving 10 10
Cost control 20 20
Status 20 20
Convenience 10 10
Other 10 10
Total 100 100
30%
10%
20%
20%
10% 10%
Technology symbolise
Hi-tech store
Time saving
Cost control
Status
Convenience
Other

20. Q.11. Do you feel that technology in organised retail store leads to time saving (quick
billing)?
Table 11: Following table showing the responses about time saving (quick billing) with
technology in organised retail stores:
Chart 11: Following chart showing the responses about time saving (quick billing) with
technology in organised retail stores:
Time saving Response (In Number) Response (In Percentage)
Strongly agree 40 40
Agree 35 35
Disagree 5 5
Strongly disagree 2 2
Neither agree nor disagree 18 18
Total 100 100
40%
35%
5%
2% 18%
Time saving
Strongly agree
Agree
Disagree
Strongly disagree
Neither agree nor disagree

21. Q.12. Do you feel that technology in organised retail store leads to convenience?
Table 12: Following table showing the responses about convenience with technology in
organised retail stores:
Chart 12: Following chart showing the responses about convenience with technology in
organised retail stores:
Convenience Response (In Number) Response (In Percentage)
Strongly agree 26 26
Agree 28 28
Disagree 10 10
Strongly disagree 3 3
Neither agree nor disagree 33 33
Total 100 100
26%
28%10%
3%
33%
Convenience
Strongly agree
Agree
Disagree
Strongly disagree
Neither agree nor disagree

22. Q.13. Do you know about the following technologies used in retail stores?
Table 13: Following table showing awareness about technology in organized retail
outlets:
Chart 13: Following chart showing awreness about technology in organized retail
outlets
Awareness about Technology Response (In Number) Response (In Percentage)
Geographical information system 10 10
Inventory trading products machine 5 5
RFID 20 20
EDI 40 40
Handheld Computer 5 5
Pay by touch 20 20
Total 100 100
10%
5%
20%
40%
5%
20%
Awreness about Technology
Geographical information
system
Inventory trading products
machine
RFID
EDI
Handheld Computer

23. Q.14. Do you need the advancement of technology in organised retail store?
Table 14: Following table showing the number of customer who need the advancement
of technology in organised retail store:
Chart 14: Following chart showing the number of customer who need the
advancement of technology in organised retail store:
Need of technology Response (In Number) Response (In Percentage)
Yes 75 75
No 25 25
Total 100 100
75%
25%
Need of technology
Yes
No

24. Q.15. Are you satisfied with the use of technologies?
Table 15: Table showing the overall satisfaction about the use of technologies:
Chart 15: Chart showing the overall satisfaction about the use of technologies:
Overall Satisfaction Response (In Number) Response (In Percentage)
Highly Satisfied 48 48
Satisfied 30 30
Less Satisfied 14 14
Not Satisfied 8 8
Total 40 100
48%
30%
14%
8%
Overall Satisfaction
Highly Satisfied
Satisfied
Less Satisfied
Not Satisfied

26. 1. It has been found that majority of the respondents visited to
organised retail stores.
2. Mostly respondents go to the organised retail stores for
refreshing their mind and health and also for the window
shopping.
3. Majority of the respondents influenced for making purchasing
in the organised retail store from their friends and also from the
advertisements.
4. It has been found that majority of the respondents were
aware about the technology used in the organised retail Industry.
6. Mostly respondents known to the technology like CCTV
cameras, barcode scanner, EDI, etc.

27. 6. Large portion of the respondents were agree with the benefits
of the technology used in the organised retail Industry.
7. Majority of the respondents think that there is wide scope of
the technology in the organised retail Industry.
8. It has been found that as per the respondents the technology
is much time saving in the organised retail stores.
9. The respondents think that technology in the organised retail
stores helps them in maintaining their status and helps them in
fast billing and in time saving.
10. The technology used in the organised retail stores symbolise
the hi-tech stores, cost controlling, time saving, etc.

28. 11. Mostly respondents were agree with the fast billing which
is enabled by using the technology in the organised retail
stores.
12. Majority o the respondents were agree with the
convenience in the organised retail store enabled by the
technology.
13. It has been found that mostly respondents need more
advancement in the technology to be use by the organised
retail stores.
14. Many respondents were known to the technology used by
the organised retail stores like- EDI, RFID, pay by touch, etc.
15. Mostly respondents were satisfied with the use of the
technology in the organised retail Industry.

30. Dear Respondent,
We are conducting a research to understand the impact of technology in the organised retail
industry to increase the customer satisfaction. We request you to answer the following questions.
The information will be kept confidential and used for academic purpose only.
1. Have you ever visited on organised retail store?
I. Yes II. No
2. Reasons for visiting an organised retail store?
I. Window Shopping II. Time saving
III. Recreation IV. Other
3. What influence you to purchase from a retail store for the first time?
I. Technology in store II. Advertisement
III. Friends IV. Cost effectiveness
V. Impulse Buying
4. Do you know about the technologies used in organised retail store?
I. Yes II. No

31. 5. According to you, which technology is mostly used by organised retail stores?
I. Barcode scanners II. Swap Machines
III. Touch Screen IV. CCTV cameras
V. Other
6. Do you really feel that the technology in organised retail store is beneficial?
I. Strongly agree II. Agree
III. Disagree IV. Strongly disagree
V. Neither agree nor disagree
7. Do you feel that there is a wide scope of technology is organised retail store?
I. Yes II. No
8. Do you think that the use of technology/IT in organised retail store is effective & time saving?
I. Yes II. No
Q.9. How use of technology helps you?
I. Cost effectiveness II. Service quality
III. Time saving IV. Convenience
V. Status VI. Fast billing
VI. Other

32. 10. Technology in organized retail outlet symbolises?
I. Hi-tech store II. Time saving
III. Cost control IV. Status
V. Convenience VI. Other
11. Do you feel that technology in organised retail store leads to time saving (quick billing)?
I. Strongly agree II. Agree
III. Disagree IV. Strongly disagree
V. Neither agree nor disagree
12. Do you feel that technology in organised retail store leads to convenience?
I. Strongly agree II. Agree
III. Disagree IV. Strongly disagree
V. Neither agree nor disagree
13. Do you know about the following technologies used in retail stores?
I. Geographical information system II. Inventory trading products machine
III. RFID IV. EDI
V. Handheld Computer VI. Pay by touch

33. 14. Do you need the advancement of technology in organised retail store?
I. Yes II. No
15. Are you satisfied with the use of technologies?
I. Highly Satisfied II. Satisfied
III. Less Satisfied IV. Not Satisfied
Personal info.
Name:-........................................................
Occupation:-...............................................
Gender:-....................................................