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The Advent of Total Quality Assessment and Financial Mortality in The Digital Era at The Retail Store for Consumer Durable Products
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Abstract
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Purpose: The purpose of this study aims to investigate the factors that influence the financial mortality of consumers transacting digitally, as well as examine the organization's perspective regarding major factors in a retail store for consumer durable. Design/methodology/approach: DMAIC approach of six sigma and 5S quality tools were used for improving the digital transaction system. The study sample consists were of 680 respondents from both urban and rural areas in a retail store. Findings: The finding of the study suggests that service fairness, security and transparency are strong determinants that influence the financial mortality of digitally transacting users in a retail store. Performance expectancy and innovativeness is the least considering factors for consumers at a retail store for consumer durable products. Research limitations/implications: The findings of the study reflect more responses from urban areas than rural areas. If equal responses were collected from both urban and rural areas, it would have given more generalized results. Practical implications: While transacting digitally and maintaining financial mortality, the consumer at a retail store must attain holistic satisfaction in terms of security, trust, convenience, performance expectancy, service fairness, and innovativeness. Originality/value: The study investigates the factors influencing the financial mortality of users transacting digitally. The focus is to know that people can maintain their financial mortality while transacting digitally, now they don't have to rely only upon hard cash to maintain financial mortality in a retail store for purchasing the consumer durable items.
Keywords:
Financial mortality
Digital transactions
Six Sigma (DMAIC approach)
5S quality tool
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