Performance Measurement In Retailing

Abstract

This article is designed to develop the performance measurement in retail research. Perfor­mance measurement could be categorised into four types of data, which are financial indica­tors, operational indicators, direct/objective measures and indirect/subjective measure. Based on this categorised, a six-celled satisfactory scheme is developed. This scheme is useful for comparing and contrasting different measurement approaches that had been done by re­searchers in marketing and retailing area. In retailing area, the author suggest using both objective and subjective measure for financial indicators [Return on Capital Efficiency (ROCE), Return on Sales (ROS)] and operational indicators (labour productivity, space productivity, perceived service quality, customer satisfaction and customer loyalty).