Enhancing Company Performance and Customer Service through e-Service Convenience

Exploring Factors Influencing Customers Decision Making towards Online Grocery Retail Services in Kolkata

International Journal for Research in Engineering Application & Management ◽

10.35291/2454-9150.2020.0406 ◽

2020 ◽

pp. 280-283

Keyword(s):

Decision Making ◽

Factor Analysis ◽

Customer Service ◽

Urban Areas ◽

Retail Sector ◽

Analysis Method ◽

Factors Influencing ◽

Service Convenience ◽

Prime Objective ◽

Retail Services

Online grocery retail services are a new trend in Indian urban cities. The two large players namely Grofersand Big Basket attracting customers. The study is an attempt to understand the changing scenario in grocery retail sector. The prime objective of the study is to explore the factors that are attracting customers to choose e retail for Groceries. The data was collected through questionnaire from 100 respondents. Factor analysis (Principle Component Analysis method) was used to explore the influencing factors. These results have shown that mainly customer service, convenience, loyalty rewards, product vailability and payment options are attracting the customers to choose Grophers and Big Basket. These companies have a huge untapped markets and will easily convert the habits of customers in Urban areas.

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The development of shared values: Impact on employee behaviour and on customer perception of service

South African Journal of Business Management ◽

10.4102/sajbm.v31i1.731 ◽

2000 ◽

Vol 31 (1) ◽

pp. 17-30 ◽

Cited By ~ 1

Author(s):

Adèle Thomas ◽

Robyn Doak

Keyword(s):

Decision Making ◽

South African ◽

Customer Service ◽

Negative Impact ◽

Team Building ◽

Current Debate ◽

Company Performance ◽

Customer Perception ◽

Internal Working ◽

Working Together

Diversity of employees in the workforce is increasingly becoming a feature of South African business. Current debate in South Africa has concerned the marginalisation of groups of employees who, historically, have never been part of establishing existing corporate cultures, and accordingly, it has been argued that tensions exist in the workplace with a related negative impact upon company performance. The main aim of this exploratory study was to investigate whether the negotiated values system operating at a South African marketing and communications company impacts on decision making, cultural interaction and behaviour towards fellow employees and customers. A second aim of the study was to investigate whether the list of negotiated values at the company could be clustered into values categories for possible consideration by other organisations. The findings of the study appear to indicate that the negotiated values system positively impacts upon decision making in the company and upon employee behaviour both towards fellow employees and towards customers. The system also facilitates interaction and understanding amongst culturally diverse employees. It is also possible to cluster the values into four values categories that govern behaviour in different areas namely behavioural. interpersonal, developmental and team building values. It is concluded that the negotiated values system might be indicated as an effective tool for managing employee diversity in South African companies, both for the internal working together of employees and for the promotion of effective customer service.

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Working toward a seamless supply chain: an exploratory analysis of the impact of supply chain on company performance

Journal of Transportation Management ◽

10.22237/jotm/1143849960 ◽

2006 ◽

Vol 17 (1) ◽

pp. 61-68

Author(s):

Carol J Johnson ◽

Lidiya Sokhnich ◽

Charles Ng

Keyword(s):

Supply Chain ◽

Firm Performance ◽

Customer Service ◽

Performance Measures ◽

Discriminant Validity ◽

Three Dimensions ◽

Company Performance ◽

Convergent And Discriminant Validity ◽

Firm Profitability ◽

The Impact

This paper explores the role that several supply chain dimensions play in achieving overall firm performance. Measures suggested in prior studies were factor analyzed for convergent and discriminant validity and then used in a regression model. This study uses data from the Council of Supply Chain Management Professionals (CSCMP) member firms, with top level supply chain managers as informants. The results suggest that of the three dimensions tested, two are significant contributors to firm profitability, including customer service and business process usage. Relationship confidence was not found to significantly impact overall firm performance.

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An Analysis on the Use of Information Technology as a Tool to Support the Company's Business Performance X

Handbook of Research on Strategic Innovation Management for Improved Competitive Advantage - Advances in Business Strategy and Competitive Advantage ◽

10.4018/978-1-5225-3012-1.ch032 ◽

2018 ◽

pp. 621-630

Author(s):

Francisco de Sousa Lima Neto

Keyword(s):

Customer Service ◽

Internal Control ◽

Business Performance ◽

Methodological Approach ◽

Company Performance ◽

Work Processes ◽

Technology Infrastructure ◽

Use Of Technology ◽

Routine Tasks ◽

Available Technology

The technology of information in organizations gives easy access to information and optimizes the business performance, automates routine tasks, improves internal control of operations, and improves customer service. This study analyzes the use of technology of information as a supportive tool for business performance. The methodological approach was the quantitative and qualitative, descriptive and purpose applied to a study case in the institution which served to the sample survey in the studied company, with the participation of 12 employees, including 2 immediate directors and 10 base employees. The results show that the studied company makes use of TI in almost all its activities, contributed to the development of work processes and causing positive effects on company performance. However, the fact that these results can be further optimized reinforces the suggestions of employees, mainly investing in capacity building and training programs and improvements in available technology infrastructure.

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