by Hui Peter. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1992. / Includes bibliographical references (leaf 65). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF ILLUSTRATIONS --- p.v / ACKNOWLEDGMENTS --- p.vi / Chapter I. --- INTRODUCTION --- p.1 / Scope and Statement of the Problem --- p.1 / Definition --- p.2 / Grocery Retail Industry --- p.2 / Scanning --- p.4 / EDI --- p.4 / The Company --- p.5 / Objectives --- p.7 / Methodology --- p.8 / Chapter II. --- PRESENT SITUATION AND PROBLEM AREAS --- p.9 / Accounting System --- p.9 / Tangible .Problem --- p.10 / Prices Change --- p.10 / Price Marking --- p.13 / Pricing Control --- p.13 / Store Shrinkage --- p.14 / Intangible Problems --- p.14 / Product Movement --- p.15 / Monitor Promotion --- p.16 / Customer Information --- p.17 / Manpower Shortage --- p.17 / Chapter III. --- THE CHARACTERISTICS OF SCANNING AND EDI --- p.19 / Electronic Point-of-Sale (EPOS) Terminal --- p.19 / Bar Code Scanner --- p.20 / Mechanics Of EPOS Terminal --- p.21 / Scanning System --- p.23 / EDI Concept --- p.24 / Chapter IV. --- THE BENEFITS OF SCANNING AND EDI --- p.26 / Tangible Benefits - Scanning --- p.26 / Elimination Of Prices Change --- p.26 / Reduction In Price Marking And Price Change Labour --- p.27 / Reduction In Store Shrinkage --- p.27 / Increase In Checkout Productivity --- p.28 / Reduction In Store Bookkeeping --- p.28 / Intangible Benefits - Scanning --- p.29 / Improved Product Movement Information --- p.29 / Markdown Losses --- p.30 / Improved Customer Information --- p.30 / Customer Benefits --- p.31 / Front-End Labour Scheduling --- p.31 / Security --- p.31 / Simplified Training --- p.32 / Use Of Plastic Money --- p.32 / EDI Benefits --- p.32 / Purchasing --- p.33 / Inventory --- p.34 / Invoices --- p.34 / Chapter V. --- HOW TO GET STARTED --- p.35 / Vendor Presentation --- p.35 / Talk To Other Retailers --- p.36 / Define Goals To Achieve --- p.36 / Costs And Benefits Analysis --- p.37 / Set Up Steering Committee And Project Team --- p.38 / Project Planning --- p.39 / Implementation Plan --- p.40 / Monitoring Plan --- p.41 / Chapter VI. --- CONCLUSION --- p.42 / APPENDIX --- p.44 / BIBLIOGRAPHY --- p.65

This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between customer perceptions and customer expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model provides insights into the dynamics of customer preferences and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that can be used for performing a gap analysis of an organisation's service quality performance against customer service quality needs. Because of SERVQUAL's strong empirically based methodology and popularity amongst services organisations who aims to improve their service quality, SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure customer expectation and customer perception. The sample size is 65 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the questionnaire. A "1" was labelled as "strongly disagree" while a "7" was labelled as "strongly agree". The reliability of the data was confirmed by means of Cronbach alpha and a-values of 0.879 (customers' perceptions) and 0.906 (customers' expectations) showed satisfactory reliability. Descriptive statistical analysis was used to calculate mean values of the criteria while principle factor analyses were employed to extract factors from both groups of data. The factors pertaining to the perceived service has been identified as Employee Mind-Set (explaining the variance of 29.72%), Excellent Service (19.14%) and Display (8.92%). Regarding the factor analysis of the expected levels of service, the factors identified are: Employee Mindset (35.78%), Service Reputation (25.22%) and Transactions (5.90%). From the research it became evident that the three major recommendations to managers of convenience stores who aims to improve their service quality are managerial actions focussed at: *Internal training. *Induction programmes *Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between customer perceptions and customer expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model provides insights into the dynamics of customer preferences and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that can be used for performing a gap analysis of an organisation's service quality performance against customer service quality needs. Because of SERVQUAL's strong empirically based methodology and popularity amongst services organisations who aims to improve their service quality, SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure customer expectation and customer perception. The sample size is 65 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the questionnaire. A "1" was labelled as "strongly disagree" while a "7" was labelled as "strongly agree". The reliability of the data was confirmed by means of Cronbach alpha and a-values of 0.879 (customers' perceptions) and 0.906 (customers' expectations) showed satisfactory reliability. Descriptive statistical analysis was used to calculate mean values of the criteria while principle factor analyses were employed to extract factors from both groups of data. The factors pertaining to the perceived service has been identified as Employee Mind-Set (explaining the variance of 29.72%), Excellent Service (19.14%) and Display (8.92%). Regarding the factor analysis of the expected levels of service, the factors identified are: Employee Mindset (35.78%), Service Reputation (25.22%) and Transactions (5.90%). From the research it became evident that the three major recommendations to managers of convenience stores who aims to improve their service quality are managerial actions focussed at: *Internal training. *Induction programmes *Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

This dissertation is dealing with the preparation of business plan of innovative company. Company with the vision of unification Vietnamese convenience stores. Following strategic document was prepared as a support of the company business plan.

El presente Plan de Negocios, para la implementación de un negocio tipo Retail (tienda de conveniencia) en el distrito de Santa Anita, considera el análisis de la historia y como han venido creciendo las tiendas de conveniencia en el ámbito local y global. Asimismo, se evalúa la participación de estas y los niveles de ingresos promedio, en el mercado local, esto último que servirá para determinar un estimado de los ingresos para las proyecciones financieras. Se ha realizado una investigación cualitativa para poder obtener la información que servirá como fuente para la realización del presente plan. Se desarrolla el análisis del macro entorno (PESTEL) donde se evalúan los factores políticos, económicos, sociales, tecnológicos, ecológicos y legales. Asimismo, se desarrolla el análisis del micro entorno, en donde se aplica el análisis FODA (fortalezas, debilidades, oportunidades y amenazas del negocio), y el análisis de las cinco fuerzas de PORTER. Financieramente los resultados son favorables, considerando que para la realización de las proyecciones se han tomado valores conservadores, teniendo en cuenta la situación coyuntural de salud que se vive en el país. El cálculo del VAN y el TIR están dentro de los parámetros aceptables, así mismo, el cálculo de los ratios e Indicadores financieros, para los niveles de sensibilidad evaluados, nos dan resultados económicos y financieros aceptables. En tal sentido, se concluye que el Plan de Negocio para la implementación de una Tienda de Conveniencia en el Distrito de Santa Anita es viable por reunir las condiciones favorables para su implementación. / This Business Plan, for the implementation of a Retail-type business (convenience store) in the Santa Anita district, considers the analysis of history and how convenience stores have been growing locally and globally. Likewise, their participation and average income levels in the local market are evaluated, the latter being used to determine an estimate of income for financial projections. A qualitative investigation has been carried out in order to obtain the information that will serve as a source for carrying out this plan. The macro environment analysis (PESTEL) is developed where political, economic, social, technological, ecological and legal factors are evaluated. Likewise, the analysis of the micro environment is developed, where the SWOT analysis is applied (strengths, weaknesses, opportunities and threats of the business), and the analysis of the five forces of PORTER. Financially, the results are favorable, considering that conservative values ​​have been taken to carry out the projections, taking into account the current health situation in the country. The calculation of the NPV and the IRR are within the acceptable parameters, likewise, the calculation of the ratios and financial indicators, for the sensitivity levels evaluated, give us acceptable economic and financial results. In this sense, it is concluded that the Business Plan for the implementation of a Convenience Store in the Santa Anita District is viable because it meets the favorable conditions for its implementation. / Trabajo de investigación

by Wong Hang-Tat. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1992. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / Chapter I --- INTRODUCTION --- p.1 / Petroleum Business in Hong Kong --- p.1 / Retail Market --- p.2 / Shell --- p.12 / Convenience Store Concept --- p.14 / Study Objectives --- p.18 / Chapter II --- TARGET GROUP --- p.23 / Chapter III --- METHODOLOGY --- p.26 / Chapter IV --- RESULTS & ANALYSIS --- p.33 / Customer perception --- p.33 / Investment --- p.41 / Profitability --- p.43 / Operations --- p.47 / Competitor Marketing Strategies --- p.49 / Chapter V --- RECOMMENDATIONS --- p.51 / Limitations --- p.51 / Recommendations --- p.52 / Conclusion --- p.58 / Further Work --- p.59 / APPENDIX --- p.60

This research is focused on three food multiple retailers, Sainsbury plc, Tesco plc, and Safeway plc. The research is designed to explore the relationship between technology and strategy in these organisations. The currently held view among the researchers and managers of these organisations is that technology has a limited impact on the processes that formulate strategy, and as such may be regarded as having an enabling role. This thesis proposes that while this view may have been correct in the past it is so no longer, and that technology is not following strategy but leading strategy in the food retailers examined. In order to confirm this thesis the history, technical development and technical structure of the three retailers was investigated. The results of this research was subsequently analysed and the following conclusions were made: a. Technology has a much greater impact on the strategy of multiple food retailers than has been previously thought. Technology defines the boundaries of operational activities, and, through controlling a substantial proportion of the information that managers use in the strategy making process, technology de facto if not de jure greatly influences the retailers strategies, and in some cases may actually lead them. b. The food multiples, in not appreciating the extent to which their fate is tied up with the information technology they are using, are failing to educate and train the general management of the organisations technologically. c. Technological progress is widening the gap between the general management and technical management, and in the long run this will cause serious strategic problems unless this gap is closed through positive action

Thesis (M.Des.)--York University, 2008. Graduate Programme in Design. / Typescript. Includes bibliographical references (leaves 58-61). Also available on the Internet. MODE OF ACCESS via web browser by entering the following URL: http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&res_dat=xri:pqdiss&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&rft_dat=xri:pqdiss:MR38805

Neighbourhood trade-stores, or small scale retail outlets specialising in domestic provisions sold in small quantities, are common features of residential landscapes in developing countries. While these shops are fixtures in the everyday micro-geographies of urban places, little is known as to how they are economically and socially bound up with the neighbourhoods in which they are situated and, in turn, how these linkages influence the day-to-day life circumstances of local people. Through such a local-level investigation utilising multiple qualitative methods, I examine the intra-neighbourhood economic and social roles of small trade-stores in an urban neighbourhood in Cochabamba, Bolivia. My analysis reveals that trade-stores were a key influence on the welfare of neighbourhood residents. Economically, these shops functioned as safeguards for family economies by providing multidimensional material support. Socially, trade-stores acted as mechanisms for informal social control, nodes of local information exchange, and sources of local social opportunities and social support.

Convenience stores are playing a pivotal role in the contribution to profitability in the fuels retail environment. In order to increase market share that will lead to increased profits it is imperative to provide excellent customer service. Customer experience has been identified as the key construct in the modern retail environment to be addressed, in order to ensure a satisfied customer. It has been noted that customer experience is not measured in the convenience stores, but only at the pump stations and the carwash service points of Sasol garages. Sasol Oil has a fuels retail market share of 9% and it will be beneficial for the company to explore all avenues to increase market share since convenience stores contribute 25% towards the total profit of the company. A literature review was conducted to identify the important controllable elements of the total customer experience and the measuring instruments that can be used to measure these elements, which formed the basis of the empirical study. The measuring instruments discussed in the literature are Servqual, Kano and customised models. One of the dimensions of the total customer experience is service quality and a customised model was chosen as the measuring instrument of choice. Questionnaires were developed, based on the controllable elements of customer experience, and distributed via email and handouts. In total, 260 questionnaires were distributed with a response of 47.7%. Descriptive statistics and exploratory factor analysis were employed to analyse the data. The reliability of the questionnaire was tested using Cronbach alpha. Cronbach alpha values above the minimum requirements and a cumulative variance of only 47% was achieved. Conclusions were drawn from the empirical study and recommendations were made in the final chapter. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.