Retailing And Organisation Performance A Case Study Of Shoprite Supermarket In Kampala Uganda

ABSTRACT

The overall objective of the study was to find out the impact of retail and organization

performance a case study of Shoprite supermarket in Kampala Uganda The study was

guided by three objectives; to determine the various forms of retailing, impact of customer

satisfaction on organization performance, and to examine the impact of retailing on

organization performance of Shoprite supermarket. Data was collected using a

questionnaire and interview guide, and during data collection purposive sampling method

was used. Both qualitative and quantitative methodologies were used to analyze data as a

sample size of 45 respondents was used. The study found out that there are several forms of

retailing employed by Shoprite supermarket which included selling in small quantities at

cheaper price highly used with 80% followed by displaying of items indicated by 75% then

adve1iising with 68%, coloring of promises with 58% and finally arrange shelves had 55%

of respondents. Thus Shoprite supennarket embraces retailing. It was established that there

is high level of customer satisfaction at Shoprite supermarket as indicated by; 80% of

respondents agreed that Shoprite delivers actual products expected by customer followed

by timely delivery of goods with 76%, good customer care given to them and customers'

requests and complaints are responded to as soon as possible had 75% of respondents

respectively others were customers are dealt with on individual basis with 70% of

respondents. The researcher found out that retailing has impacts on operations at Shoprite

supermarket in the different ways which included; easy decision making had 75% of

respondent who identified if as highest, followed by better stock management with 70%,

more profit is got had 65%, others were improves organizational stock holding capacity

with 60% and finally reduces lead time had 55% of respondents. The study recommended

more of book keeping is required to ensure progress of the business with no huge losses.

Attainment of more expe1iise in customer care management to address challenges of

customers in the business to achieve goals and objectives of organization at Shoprite

supermarket. Regular evaluation of the stock to enable the implementation of better stock

management mechanism in place. Ensuring timely replenishing to effectively have all materials as required by customers to meet their expectation.