The impact of service quality on customer satisfaction A study of bingobox store in Kuala Lumpur during post pandemic covid-19

Mohd Fozi, Siti Fadihlin Sofiya (2023) The impact of service quality on customer satisfaction A study of bingobox store in Kuala Lumpur during post pandemic covid-19. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

	Text (24 Pages) The impact of service quality on customer satisfaction A study of bingobox store in Kuala Lumpur during post pandemic covid-19.pdf - Submitted Version Download (387kB)
	Text (Full Text) The impact of service quality on customer satisfaction A study of bingobox store in Kuala Lumpur during post pandemic covid-19.pdf - Submitted Version Restricted to Registered users only Download (2MB)

Abstract

A Bingobox store is a retail outlet that allows customers to choose and pack their things without the assistance of a store employee. The cashless payment mode with a unified payment system replaces several payment terminals. In Malaysia, grocery stores without cashiers began to be accepted by the community, especially when the country was hit by the COVID-19 pandemic virus. It is evident from the available literature that research related to non -cashier convenience stores prioritizes technical, organizational and implementation related aspects while less attention is given to understanding aspects of consumption and consumer satisfaction. Therefore, this study aimed to examine consumer usage and satisfaction of Bingobox stores by empirically testing the relevant constructs from DeLone and McLean’s IS Success Model. The models developed include such as information quality, system quality, service quality, trust, net benefits and user satisfaction. A survey based on a questionnaire was used to collect data from 150 respondents, who were residents and tourists around Kuala Lumpur. This research uses simple random sampling as probability sampling in which samples are selected at random. The data obtained were analyzed using Statistics and Social Science Package (SPSS). The results of this study indicate that all relevant constructs have shown a significant relationship on Bingobox store user satisfaction. As a result, this research could benefit the community and government to develop a better cashier -free retail store system for consumers.

Actions (login required)

View Item