Impact Of Robotic Process Automation(Rpa) On The Customer Satisfaction: A Study Of Reliance Smart

Abstract

Robotic process automation is the use of technology, computer programmes, or artificial intelligence to automate business processes or complete tasks that would otherwise need human labour. Robotic process automation strives to identify the most important areas of repeated work and then carry out these tiresome jobs using artificial intelligence in a highly accurate and efficient manner. Numerous studies have been conducted in the area of retail services, but none have identified the factors that influence customer satisfaction in reliance smart supermarkets while also accounting for service quality and store attributes. The significance of how well a good or service meets or exceeds a customer's expectations is known as customer satisfaction. For efficient management of stock, inventory, staff attendance, product classification, billing, customer feedback, queue management, etc., supermarkets can employ robotic process automation. The use of automated robotic processes in supermarkets will increase the services' correctness and dependability, free up resources that could be used in other operations, boost productivity, and guarantee the best possible use of the resources already on hand. After extracting numerous service quality and retail store features from a body of literature on services in supermarkets, this research seeks to determine the critical elements that significantly impact consumer happiness in those establishments. The coordination of various business operations among supermarket processes is established via automation, and actual data is provided to the management to help them make important business decisions. In addition, the supermarket would need to hire highly qualified individuals to carry out the RPA. So, the purpose of this essay is to give a sneak peek at how RPA will affect on the customer satisfaction in the supermarket.