Customer Safety Perception during a Self-Collection Process at IKEA Warehouse Self-Service

Abstract

This study examines the self-service management of IKEA warehouse. IKEA has managed to make its product and service more popular not only on price but by creating a unique shopping experience for the customer. The objective of this research is to investigate the customer perception towards the self-collection process at IKEA warehouse self-service. A quantitative method was adopted targeting the IKEA customer. 196 respondents participated in answering the questionnaire. The result of this study offers a preliminary insight into the safety issue of the warehouse self-service implementation.