Enhancing Organizational Efficiency and Security in Supermarkets: A Case Study of DMart .

Abstract: In India, retail chains are rapidly expanding, with both domestic and international players competing. Among all its competitors, DMart stands out as one of the most prominent retailers. DMart Supermarket chain is a one-stop shop for all your home utility needs, with groceries being its main market. It currently operates 341 stores across India and is still growing. It’s revenue as of 2023 is ₹42,968 crore (US$5.4 billion). It faces challenges in maintaining organization in the store and security due to high foot traffic. This study investigates the underlying reasons behind lack of organizational efficiencies in the store and security vulnerabilities using a mixed-methods approach. Qualitative methods, including observation, ethnography, and case studies, are employed to explore customer experiences and security concerns. Additionally, quantitative surveys gather data to quantify the extent of these issues. Findings indicate that these factors contribute to customer dissatisfaction and increase the risk of theft incidents. A redesign of the store's rack layout and improved security systems are proposed to address these challenges and improve organizational efficiency. Through careful analysis, it is evident that even minor adjustments, such as reconfiguring rack layouts, can significantly improve customer satisfaction by saving time and enhancing accessibility. Further, minor security enhancements can boost the organization's efficiency and gain both customers and stakeholders' trust. The research provides valuable insights for the retail industry, DMart , by providing practical solutions to improve customer service and mitigate security risks.

Keywords: DMart, supermarket, organizational challenges, security risks, customer experience, theft prevention, Retail chain.

DOI: 10.54941/ahfe1004930

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