Unstaffed Convenience Store Service Improvement based on Service Quality Research

• Published in: Journal of Basic Design & Art Vol. 20; no. 6; pp. 423 - 436
• Main Authors: 장펑(Zhang, Feng), 이성필(Lee, Sung Pil)
• Format: Journal Article
• Language: English
• Published: 한국기초조형학회 31.12.2019
• Subjects: 예술일반; Kano Model; Kano Model PCSI; 서비스품질; Unstaffed; service Quality; PCSI; 무인 편의점; convenience store
• ISSN: 1598-8635; 2713-5993
• DOI: 10.47294/KSBDA.20.6.32

Unstaffed convenience store is a representative form of new retail. In recent years, it has developed rapidly in China and become increasingly mature in commercialization, but its service level needs to be improved urgently. The purpose of this study is to propose a service improvement scheme for unstaffed convenience stores, and verify the effectiveness by using Kano model and PCSI, so as to measure the degree to which the improvement scheme can specifically improve customer satisfaction. The results of this study showed that first, the idea of simplifying the shopping process by adding a video description and second, the concept of adding a video, which is a one-sided attribute, explaining the shopping process at unstaffed convenience stores will greatly improve customer satisfaction and if not, it will significantly decrease satisfaction. In addition, the following three schemes are proposed: allow customers to provide timely cleaning services through feedback of the sanitation button, so as to ensure that customers can experience a clean and comfortable shopping environment. Allow the user to set the opening and closing time, and provide an alarm device for in case of an emergency, to create a safe shopping environment. The volume of the object can be recognized when settlement, and the optional shopping bag can be intelligent. These three belong to the must-be attribute, which indicates that they are indispensable services. PCSI analyzed the service priorities, and the results were as follows: first, it was easy to make purchase decisions by providing videos about the products while shopping. Second, shopping in a clean environment. Third, provide alarm devices to create a safe shopping environment. Fourth, identify the purchase and provide a customized shopping bag at the time of payment. In conclusion, the analysis results of service quality and Potential Customer satisfaction index are basically the same. KCI Citation Count: 1