Operation Analysis of Iga Supermarket

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EXECUTIVE SUMMARY This essay aims to conduct an operational analysis on IGA (Independent Grocers Alliance) which is one of the top five retail stores in Australia. This study examines the relationships between productivity, administrative effectiveness, customer satisfaction, and employee attitudes over time. This essay will evaluate the effectiveness by reviewing the performance analysis. This essay also offers a detailed and comprehensive operational analysis of IGA’s strategies and executions and focuses on providing a qualitative review of the company’s operating environment and business outlook. This study starts by explaining the concept of service quality and employee performance. The findings indicate some reasons for service quality decline among employees which is followed by explaining the strategies on how to develop employee performance which can yeild good results in business.

TABLE OF CONTENTS 1) Introduction 2) Service Quality 3) Employee Performance 4) Reasons for Employee Performance Declination 5) Service Quality Measurement 6) Measures to Improve Service Quality 7) Service Quality Dimensions 8) Total Quality Management (TQM) 9) Competition in Supermarket Industry 10) Strategies to make Operations More Effective 10.1) Employee Involvement 10.2) Ensure service leadership 10.3) Excellent Customer service 10.4) Reward System 10.5) Performance measurement strategies 10.6) Customer satisfaction and loyalty 11) Conclusion

Introduction:
Supermarket shopping is often categorised as a self-service retail environment. For supermarket retailers wanting to build relationships with their customers, being able to track their levels of ‘satisfaction’ with the key elements of the supermarket environment is extremely important. Service quality and customer satisfaction are increasingly becoming important for supermarket industry to stay in the business. This essay about the



References: Bellenger, D. N., Steinberg, E., and Stanton, W. W. (1976), The congruence of store image and self image. Journal of Retailing, Spring, 17-32. Bitner, M Dabholkar, P. A., Thorpe, D. I., and Rentz, J.O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 3-16. Dennis J Grönroos, C. (1984). A service quality model and its marketing implications. Journal of the Academy of Marketing Science, Winter, 36 – 44. Handbook (p Keillor, B. D., Hult, G. T. M., & Kandemir, D. (2004). A study of the service encounter in eight countries. Koernig, S Mattila, A. S. (1999). The role of culture and purchase motivation in service encounter evaluations. Journal of Services Marketing, 376-393. Parasuraman, A., Zeithaml, V Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1990) Delivering Quality Service: Building customer perceptions and expectations. The Free Press, New York

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