Purpose Statement
The major purpose for carrying out this research focusing on Myer Departmental store is to find out the different types of the ways on how to improve the customer service through the use of the new technology and in turn help to improve and increase the market share as well as the profit of the business. The research will thus help to gain an idea of the different ways to implement technology in the business and to gain a strong success by satisfying te customers of the business.
The main research question is directly linked with the research topic which is based on the finding of the different processes that can help in the improvement of customer servicing. The focus process for this research will be the use and implementation of the new kinds of different technologies. Thus the main research question is;
The sub research questions has been based on the main research question and the different elements and perspectives from the main research question has formed the part of the sub research questions. All these different sub questions are as follows;
Main Aim and Goal
The main aim of the business research is to find out the ways through which service quality of the customers can be enhanced. The research has focused on the results of the implementation of new technology that can be helpful for the improvement of the service quality provided to the customers of the business. The business research thus aims to find out the benefits of the implementation of the best and improved technologies in departmental stores which is equally responsible for high satisfaction of customers as well as help in the development of the business by helping it gain a strong competitive advantage in the business market. The aim of the research will be achieved through the implementation of the main goal that leads the research to its ultimate success. This includes the like of;
The sub aim of the research is to determine the best technology that cn be best suitable for an organization like Myer Departmental stores in Australia to challenge the likes of the different kinds of the departmental business magnets including Woolworths, Coles, Aldi and many more as such.
The objectives of the research are researched from the main objective. They are as follows;
Execution is the major factor for the following research which is based on the finding of new technologies that can support the service levels as demanded by the different customers of the business. The very basic yet the most important remembrance to be considered each and every time is that as a responsible and reputed company it is the duty of the management of Myer to ensure that they never disappoint the customers and execute their demands in the most smart and efficient manner (Pakurár et al. 2019). The four major practices that needs to be implemented are as follows;
Department Stores of Australia
According to Ibis world, the definition of department stores is that they retail clothing, soft goods, housewares, cosmetics, and furniture and household appliances. The goods in the departmental stores are normally sold through the use of the separate departments that are present inside the store (Abidin 2015). The departmental stores in other words can also be defined as the large scale business houses which purchases products and goods from the third party wholesalers and retailers of the business and resells them to the consumers of the products without making any kind of changes to the composition, labelling or packaging of the products (Al-Tit 2015). The departmental stores are generally famous for the different types of business activities that are undertaken by them. This includes the likes of the customer service, promotional campaigns, advertisement campaigns, inventory handling, cash handling and many more as such.
There are a large number of different kinds of departmental stores in Australia. This includes the likes of David jones, BigW and Kmart. All these departmental stores are unique in their own nature and are involved in the sales of a large number of different products and services accordingly (Erlandsson Fjeld and Lidestav 2017). The presence of a large number of departmental stores has been the part and parcel of globalization and has naturally increased the competition. This is why the new sets of the technologies needs to be arranged and implemented in the organizations in order to gain a healthy supremacy and stay competitive in the business market. According to, Erlandsson Fjeld and Lidestav (2017) this increases the importance of technological development for departmental stores like that of Myer in Australia.
The consumers across the world nowadays are becoming gradually more and more used to new and improved technologies and thus they have been trying and opting out new and different things that can be helpful for them (Fragoso and Espinoza 2017). The organizations similarly has to implement such kind of business tactics that are able to address the issues of the organization in the simplest manner. In the business world, the traditional retailers of the business has been facing potent challenges as there has been an increase in the competition from all parts of the area in an organized manner (Gera Mittal Batra and Prasad 2017). Australia has been no exception to the present situation of the market as the Australian departmental stores has been facing the same issues to keep up properly with the demands of the customers which have been changing each and every time.
The customers in Australia has been following the footsteps of the global population and have a varied range of choices and demands that needs to be fulfilled in the most promising manner to ensure business success. There has been constant demand for furniture and household items produced by IKEA as it is able to influence the mind of the customers by providing them a large range of different options (Izogo and Ogba 2015). There has also been a large demand for electrical goods, clothing and fashion accessories since the start of the e-commerce business. According to, Soni (2017) the positive picture of the Australian Departmental and retail business market presents the ideal picture and scope for the management of Myer to gain success in the near future.
According to, Soni (2017) Customer Service is one of the most important elements of the modern day business organizations. It cannot be and must not be denied that customer service forms a major task of all the industries starting from large to small and small to medium. The business organization that will prove itself to be capable of being responsible to the questions and demands of the customers are believed to be the most successful and can also achieve the largest success in the modern day business world (Jiang and Zhang 2016). The presence of different business houses providing different kinds of business services and substitutes of same products, the time has become quite tough for the companies to prosper properly in the business market. It is important for thee business organizations to gain a reputation of delivering the best services (myer.com.au 2019). The presence of such a reputation can help the business organization to gain a healthy market share and easily challenge the other similar industries through its hard eared business reputation of delivering the best business services (Jiang and Zhang 2016). The customer service can be achieved through the presence of a superior technological capability which generally defines the success rate of the business organization. The better the technology, the better will be customer service of the business organization.
Quality of service can be set to be as a comprehensive customer evaluation of a particular service and the extent by which it is capable of meeting the Expectations and providing the different customer satisfaction in the business (Kasiri et al. 2017). The Rapid growth of the Departmental Stores Australia has created a competitive environment and has provided new thinking and development for the stores to understand the demands and choices of customer in a much better manner and provide the Quality Services to attract them and also to retain them. According to, Kasiri et al. (2017) the departmental stores has increased their focus towards the service quality and has optimised their resources especially the human resources with great efforts to reach the high level of service quality in order to make their clients satisfy. The quality of the service that can be said to be the capability of the companies to deliver the best products and services according to the needs of the customers an examination of all these definitions and perspectives has found out three different factors of themes that helps to gain perfection in service quality presentation this includes,
Service quality is much more important to determine than goods quality
The evaluations from quality are not made merely out of the results or the quality of the service rather they are made from the evaluation of the process of service delivery
Service quality perceptions result from the conception of consumer expectations with greater service performance
Service quality under the implementation of technology is safe to revolve around the customer expectation and the perceptions of the service makes all the different ways to be performed all by the management of the business organisations (Kaura Durga Prasad and Sharma 2015).
Service quality is a broad concept which is very important in business and marketing. The service sector is one of the most dynamic sector in the advanced economies and is a lifeline for the country in the modern globalised and fastest growing economic sector. The companies with more Global output and more human resources than any other sector are unable to deliver the best services to their customers (myer.com.au 2019). The service which is intangible in nature helps to develop a better understanding and also presents strong reputation for the organisation in the business market. The presence of a good reputation and intangible nature of service helps to achieve customer satisfaction as well as profit in the market (Kaura Durga Prasad and Sharma 2015). On the other hand, service quality is a particular concept that has been a modern trend in the business world. The service quality concept has been achieved with great interest and different kinds of debates in the research literature it can be said to be the difference between the Expectations of the customers regarding a particular product or service that is to be received and the actual perception of the product or service that has been received (Kiran and Diljit 2017). Service quality helps to change the extent to which the customer needs and Expectations are met. On the other hand, service quality in an organization has become progressively more important in order to generate sustained and strong competitive advantage in the market.
The Expectations on the other hand of the needs of the consumers which help them to overcome different challenges are important in nature (Turay et al. 2017). Perception refers to the valuation of the service provider who are able to address the different needs for the service in two different ways. The first one is the technical quality and the second one is the functional quality. The perceived business service consider and compare these two aspects to provide the best service quality (Lien Cao and Zhou 2017). The service quality perception of the customers are always different as because the customers tend to seem different kinds of products and services that may be beyond the capability of the organisations to produce and deliver to the customers . However the better the management of the company will try to perceive the demands of them customers they will be able to address the different issues in a much better and simpler manner (Lien Cao and Zhou 2017). Therefore it can be said that the service quality expectations for the perception of the customers are always different from the actual service quality that are provided to the customers.
The service quality in Australia has been one of the most important and elementary business organizations of the market (Turay et al. 2017). The industry has faced a large number of intensifying competitions from the online business stores and the specialty retailers over the past few years. The departmental stores of Australia has been important for the organization in a structured and efficient manner (Lien Cao and Zhou 2017). The service quality in Australia can be defined through a different types of business standards that includes;
Business quality
Business organization of the Australia
Service quality standards of the business organization
The proposition for Myer depends on the presentation of a better service quality that can help to improve the business standards of the organization. The better the quality of the departmental store, the better the management of Myer can challenge the likes of the different kinds of the organizational elements (myer.com.au 2019). This includes the likes of the inclusion of modern business technologies that can help them to ensure business success.
Interview with people
The interview with people includes the managers of Myer Company.
Interview with people
The interview of the research will also include the likes of the employee of the Myer Company.
The questionnaire for the store operation managers will include;
For how much time you are working in Myer?
0-1 year
1-2 years
2-3 years
3-4 years
More than 4 years
Do you believe that consumer satisfaction is important for the business?
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
Do you believe the implementation of technology can help in the success of customer satisfaction?
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
The proper analysis of the report includes the likes of the service quality
Quality Scores
The quality scores will depend on the performance of the organization against the service demands of the cutomers.
The service quality standards of the organization presently is not up to the mark as the absence of the different types of the automated business processes has hindered the development of the organization.
Interviews
Some of the major observations of the interview are as follows;
The interview which was conducted with the managers and the employees of the business has been effective as the managers and the employees are the best ones who have a clear understanding of the different prospects of the business.
The interviews and findings from the interview included some expected as well as unexpected responses. Most of the managers and the employees agreed that technology will be playing an important role in the business success and address the customer satisfaction. On the other hand some of the managers said that there are customers who wants total digitalization for the delivery of the products.
Management of Service Quality
The management of Service Quality includes the likes of the different types of the implementation of automated processing technology that can be supportive for the organization. The automated business processes can help in the success of the business in a strategic manner.
The research results clearly shows that technology will play an important role in the success of the business.
Conclusion
Technology is an important element in the success of the business and it helps the management of the business to ensure ultimate success to the organization. The technological advances of the organization can help in the success of the business in the most advanced manner.
Therefore it can be said that the automated technology can help in the success of the business in a much more prepared way. The implementation of the business will help to implement success of the customers in a proper manner.
The implementation of complex business technology in the organization needs a detailed and structured plan that can help them to gain success. The presence of a good strategy will involve the implementation of the automated processing technology in the presence of a number of business experts that can be important for the organization to ensure business success. The strategy to organize the business in a successful manner.
Actions
Some of the major actions that includes the likes of the;
The involvement of the stakeholders of Myer is important for the success of the business in the most effective manner. The stakeholders of the Myer Company can help in the success of the business by investing in new opportunities and technologies that can be helpful for the success of the business.
Further Studies
The further studies on this research can help in the determination of new and improved manner in a strong manner. The following information can help in the success of the business in a successful manner.
The absence of the determination of the different specific technological aspects has limited the study. The absence of proper resources and time can also be a major drawback for the research.
|
ELEMENTS |
COST |
|
· Preliminary Research |
$2500 |
|
· Secondary Research |
$4500 |
|
· Assembly of sources and Analysis |
$3000 |
|
TOTAL |
$10000 |
The estimated cost for the research is 10000 dollars.
References
Abidin, M., 2015. Higher Education Quality: Perception Differences among Internal and External Stakeholders. International Education Studies, 8(12), pp.185-192.
Al-Tit, A.A., 2015. The effect of service and food quality on customer satisfaction and hence customer retention. Asian Social Science, 11(23), p.129.
Erlandsson, E., Fjeld, D. and Lidestav, G., 2017. Measuring quality perception and satisfaction for wood harvesting services with a triad perspective. International Journal of Forest Engineering, 28(1), pp.18-33.
Fragoso, J.T. and Espinoza, I.L., 2017. Assessment of banking service quality perception using the SERVPERF model. Contaduría y Administración, 62(4), pp.1294-1316.
Gera, R., Mittal, S., Batra, D.K. and Prasad, B., 2017. Evaluating the effects of service quality, customer satisfaction, and service value on behavioral intentions with life insurance customers in India. International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 8(3), pp.1-20.
Izogo, E.E. and Ogba, I.E., 2015. Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), pp.250-269.
Jiang, H. and Zhang, Y., 2016. An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of air transport management, 57, pp.80-88.
Kasiri, L.A., Cheng, K.T.G., Sambasivan, M. and Sidin, S.M., 2017. Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, pp.91-97.
Kaura, V., Durga Prasad, C.S. and Sharma, S., 2015. Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), pp.404-422.
Kiran, K. and Diljit, S., 2017. Antecedents of customer loyalty: Does service quality suffice?. Malaysian Journal of Library & Information Science, 16(2), pp.95-113.
Lien, C.H., Cao, Y. and Zhou, X., 2017. Service quality, satisfaction, stickiness, and usage intentions: An exploratory evaluation in the context of WeChat services. Computers in Human Behavior, 68, pp.403-410.
Matin, B.K., Rezaei, S., Moradinazar, M., Mahboubi, M. and Ataee, M., 2016. Measurement of quality of primary health services by SERVQUAL model: evidence from urban health centers in west of Iran. Research Journal of Medical Sciences, 10(5), pp.475-480.
Myer.com.au. (2019). MYER. [online] Available at: https://www.myer.com.au/content/about-us-myer [Accessed 21 Oct. 2019].
Ngo, V.M. and Nguyen, H.H., 2016. The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of Competitiveness.
Pakurár, M., Haddad, H., Nagy, J., Popp, J. and Oláh, J., 2019. The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector. Sustainability, 11(4), p.1113.
Soni, S., 2017. Service quality and customer satisfaction A comparative study of public and private sector banks.
Turay, T., Shahzad, A., Altaf, M., Hussain, H. and Habiba, U., 2017. The impact of perceived service quality of ‘CIAC’visa service process technology on students satisfaction. Journal of Quality and Technology Management, 13(1), pp.61-83.
Yuen, K.F. and Thai, V.V., 2015. Service quality and customer satisfaction in liner shipping. International Journal of Quality and Service Sciences, 7(2/3), pp.170-183.
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