The Impact Of Industrial Revolution 4.0 On Customer Satisfaction In Malaysia's Retail Industry

Asri, Maya Fitriah Aulia (2019) The Impact Of Industrial Revolution 4.0 On Customer Satisfaction In Malaysia's Retail Industry. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

Text (24 Pages) The Impact Of Industrial Revolution 4.0 On Customer Satisfaction In Malaysia's Retail Industry.pdf - Submitted Version Download (581kB)

Abstract

According to Retail Group Malaysia (2018), 4.5% growth in retail sales to RM108.30 billion is forecasted in 2019 and retail is also a huge business for Malaysia and it accounts for 10% of the nation's Gross Domestic Profit (GDP). Retail and consumer goods business have concentrated on digitizing the customers interface in latest years as mentioned by Dutzler et al (2016). Within the fourth industrial revolution, advanced technology innovations will further revolutionize retail at a rate determined not by distributors, but by the technology-savvy customers that serve who relentless in their quest for easier, frictionless life that define the difference between today and yesterday. Modem features that involve digitizing activities and re-engineering in retailing have shifted new changes in level of customer satisfaction. Thus, this study aims to examine the impact of industrial revolution 4.0 on customer satisfaction in Malaysia's retail industry. A non-probability convenience sampling of384 respondents were collected by using questionnaire survey method throughout Malaysia and it took about two months to complete the whole process of data collection and analysis. All the data gained were analysed by various statistical methods in Statistical Package for the Social Science (SPSS). SERVQUAL Model of reliability, assurance, tangibility, empathy and responsiveness is used as the factor of fourth industrial revolution thus five hypothesis relationships among variables are tested. Findings show that reliability as the most significant factor that impact customer satisfaction with a value significant of p<0.000. On the other hand, the findings reveal that responsiveness and assurance were insignificant towards customers' satisfaction. This study findings concluded to help retailers in closing the gap in reaching higher customer satisfaction in Malaysia's retail industry and to understand customers' needs and wants in accordance with the rising of technologies in these modem retailing.

Actions (login required)

View Item