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Publicação
How to improve customers checkout experience in continente stores?
Orientador(es)
Resumo(s)
This work project studies the checkout experience provided in Continente stores, which is the
hypermarket of Sonae MC, the retail market leader in Portugal. Food retailers must have in mind
that the long waits at checkout have a negative impact on customer satisfaction and, thus, it is
paramount to improve this experience, either by increasing checkout processes efficiency or by
enhancing the customer’s perceived quality of the service provided at checkout. This dissertation
provides an analysis of the current checkout processes offered in Continente stores, which allows
to recommend two improvement opportunities that will, ultimately, provide a better checkout
experience.
Descrição
Palavras-chave
Supermarket checkout Continente Checkout efficiency Checkout experience