The Effect of Automated Cashiers on Supermarket Employment and Customer Satisfaction

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The Effect of Automated Cashiers on Supermarket Employment and Customer Satisfaction New Jersey City University Abe Mohammad Ginna Ruiz Gina Gasbarro Rejina Dhakal Cornelius Ongera Quantitative Methods for Business Decisions, BUSI 603. Professor Rosilyn H. Overton The Effect of Automated Cashiers on Supermarket Employment and Customer Satisfaction Grocery stores, known as supermarkets, sell fresh and preserved foods. Some also sell prepared food, such as hot entrees or salads; many are also introducing fresh sushi daily. There are supercenters with over hundreds of employees which provide a variety of consumer services, and sell numerous food and nonfood…show more content…
Statement of the Problem Do automated cashiers affect employment rates in supermarkets? Do automated cashiers enhance the shopping experience? Customers have traditionally been used to dealing with live cashiers in their supermarket shopping experience and in most cases, most customers still look forward to that experience. In the research, we found greater amounts of complaints over automated than employee operated checkouts. When these machines were first introduced, it seemed like a good business idea in order to increase productivity and reduce costs but that has not been the case. Customer satisfaction continues to diminish greatly in all of the major chains that started to lay off employees and insert these machines into their daily use. This is the case especially with the 55+ age group who have found themselves in longer lines and arguing with machines when for years prior to self-service checkouts, they had the formality of the welcoming and warm words of employees at the checkouts. Also over the years, lines at employee operated registers have gotten longer because customers prefer to wait in line rather than to deal with the automated systems. Using the employee-operated

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