PROPOSED ACTIONS AND IMPROVEMENTS IN THE OPERATIONAL EFFICIENCY OF SUPERMARKETS THROUGH THE USE OF SELF-CHECKOUT

Abstract

This research considers the current evolution of technology and the new paradigms implemented, which ultimately generate new ways of doing business and improve the interaction between customers and companies. This puts pressure on competitors and generates new forms of technological solutions, in a continuous cycle that allows companies to remain in the market, reducing costs and increasing added value, as well as productivity, resulting in increasingly larger investments in the service economy and self-service technologies. The general objective is to identify factors for operational improvement in a supermarket; and the specific objectives are: a) to analyze consumer satisfaction with the Self-Checkout experience, based on online questionnaires; b) identify trends and new technologies to be implemented in self-service, based on literature; and c) verify, based on literature, whether there is a consumer segment that prefers self-service to interaction with a human employee. The methodology adopted is a review of documentary and historical literature, along with an exploratory approach, seeking to analyze consumer experiences regarding the usability of self-service systems and their satisfaction with the replacement of human interaction with the use of machines. The conclusion is that the adoption of these technologies requires strategic planning, continuous monitoring, and evaluation of customer satisfaction to balance operational gains with the consumer experience.