Business Analysis and SDG 12

UNIVERSITI KUALA LUMPUR MALAYSIAN SPANISH INSTITUTE ___________________________________________________________________ SFB 47703 - QUALITY ENGINEERING QUALITY DIMENSIONS & ENTREPRENEURIAL CHARACTERISTICS ___________________________________________________________________ PREPARED BY MOHAMAD AMIRUDDIN BIN SAZALI (54213224154) MUHAMMAD ALIFF BIN ADNAN (54213224122) ADRIAN OWEN CALEB (54211122024) MUHAMMAD AMIRUL BIN MAT THAWI (54214122206) DANISH BIN CHE ROS (54214122201) PREPARED FOR MADAM KAUTHAR BINTI A RHAFFOR ________________ CONTENTS 1.0 INTRODUCTION 3 1.1 Background Study on Pasaraya Ekonomi Ceria Lapan 3 1.1.1 Background Study on Pasaraya Ekonomi Ceria Lapan Founder 4 1.2 Background Study on Venta Studio @ Imanaina Printing 5 1.2.1 Background Study on Venta Studio @ Imanaina Printing Founder 6 2.0 ENTERPRISE DISCUSSION STUDY 7 2.1 Pasaraya Ekonomi Ceria Lapan 7 2.1.1 Strengths 7 2.1.2 Weaknesses 7 2.1.3 Opportunities 8 2.1.4 Challenges 8 2.2 Venta Studio @ Imanaina Printing 9 2.2.1 Strengths 9 2.2.2 Weaknesses 9 2.2.3 Opportunities 10 2.2.4 Challenges 10 2.3 Discussion in Successes and Problems 10 3.0 SOLUTION 11 3.1 SOLUTION (Quality Dimension) - Pasaraya Ekonomi Ceria Lapan, Kulim 11 3.2 SOLUTION (Quality Dimension) - Venta Studio @ Imanaina Printing 14 4.0 DISCUSSION ON SDG 12 17 4.1 Resource Efficiency 17 4.2 Waste Reduction 17 4.3 Monitoring and Reporting 17 5.0 CONCLUSION 18 ________________ 1.0 INTRODUCTION 1.1 Background Study on Pasaraya Ekonomi Ceria Lapan Pasaraya Ekonomi Ceria Lapan was a small retail business established in 2008. The shop is located in an area where students live, alongside local residents and offers essential items like stationery, plastic goods, household items, and printing services. When the owners started the shop, they immediately built a name for themselves, focusing on providing easy access and inexpensive goods and services to the surrounding community. The shop is small, and with limited staff, the owners part of the competitive retail space with additional competition from online retailers. At the time of the case the owners are still found on-site and their community. Figure 1: Pasaraya Ekonomi Ceria Lapan Pasaraya caters to walk-in customers as well as established customers, especially students who require inexpensive academic and office supplies. Pasaraya Ekonomi Ceria Lapan has continued to operate in a very competitive local environment for more than 17 years. The company business model sticks to the same prices for the same products everyday and has the products available as frequently as possible, and relies heavily on word of mouth advertising. Pasaraya is a trusted destination to visit on a daily basis to get the required products without the effort of heavy distance based shopping. 1.1.1 Background Study on Pasaraya Ekonomi Ceria Lapan Founder Loh Chuen Wei, the founder of Pasaraya Ekonomi Ceria Lapan, started his entrepreneurial journey as a student. He had limited financial capital but lots of motivation and originally set up the business for himself and his family. Starting the small supply shop was a result of scratching some of his own itches when he noticed students in his immediate vicinity required affordable essential items near local educational institutions. Loh applied personal discipline, financial position and an understanding of his customer to the early startup and successfully created a sustainable retail business. He gradually developed a considerable amount of experience managing inventory, supplier relations, and customer service. Loh feels he is a hands-on manager, and he spends a good portion of his time at the shop to make certain that it is running well. It has been important that he stay up to date on changes in customer trends and keeps adding to his inventory with each seasonal demand. His development as an entrepreneur exemplifies the entrepreneurial journey that is ignited by necessity, continues through dedication, and is based on strong customer connections. ________________ 1.2 Background Study on Venta Studio @ Imanaina Printing Venta Studio @ Imanaina Printing is a digital and large-format printing business, registered under the business name Imanaina Enterprise, located in Kulim, Kedah. It was officially launched in 2020 to meet the need for affordable and accessible printing services in Kedah, amid the increased demand. The business offers services such as photostatting, banner printing, sticker printing, document scanning, lamination, and internet access. The organisation's clientele consists of students, small businesses, and local institutions and have been able to provide a very quick service that is reasonably priced to the community for their printing needs. Figure 2: Venta Studio @ Imanaina Printing While still in its infancy, the business has entered the market and established itself as a contender in the local printing community. Imanaina Printing seems to view itself as a progressive company, looking to also provide, for instance, digital services like graphic design and personalized print products as well. The company has evolved and embraced new methods common in business, such as providing services via WhatsApp and other social media outlets to enhance communication and ordering ease. The evolving customer base reflects less on a lack of demand, and more on the fact that more and more customers are willing to accept effective, and digital-friendly print services. ________________ 1.2.1 Background Study on Venta Studio @ Imanaina Printing Founder Wahab Abdul, the founder of Venta Studio @ Imanaina Printing, is an entrepreneur who has a vision to provide community-focused printing services that are fast and affordable. Before starting the studio, Wahab identified that digital and customized printing services were not widely available in Kulim. He created Imanaina Enterprise, investing in equipment and human capital, and bringing together the traditional printing needs, as well as digital services, in one service offering. Wahab does not stop there, he also believes in building and maintaining a digital presence through everyday online platforms such as Instagram and WhatsApp Business. Figure 3: Venta Studio Logo Wahab actively participates in the daily operation of every aspect of the business from customer service to design and printing. He is a modern-day entrepreneur who operates in a service style of company but embraces innovation. He clearly believes in learning and upgrading, as evidenced by continual fleet and software upgrades, pushing manufacturing lead times, and advancing competitiveness. Beliefs that he incorporates into his brand of service defined by reliability, speed, and personal service has allowed Wahab to build a brand within a niche market for students, teachers, event planners, and small businesses in his community. 2.0 ENTERPRISE DISCUSSION STUDY 2.1 Pasaraya Ekonomi Ceria Lapan 2.1.1 Strengths The strength of Pasaraya Ekonomi Ceria Lapan is its strategic location and strong reputation in the local community. Operating for over 17 years, the store is trusted by many, especially students and nearby residents. Its founder, Loh Chuen Wei, manages the business meticulously and ensures good customer service. The store offers essential items at affordable prices, which helps keep customers coming back. Its convenient location near student housing also adds to its strength. 2.1.2 Weaknesses Despite these strengths, the business faces a number of weaknesses. The small size of the store limits the range of products it can offer. It does not have an online presence or uses social media for promotion, making it difficult to attract new customers outside its local area. The business operates mostly in a traditional manner, which may slow down service and limit efficiency. Additionally, with few staff, it is difficult to manage busy periods. 2.1.3 Opportunities There are opportunities for Pasar Raya Ekonomi Ceria Lapan to grow and improve. For example, it could use social media or create a simple website to reach more customers and offer delivery services. The store could also partner with nearby schools or colleges to supply stationery and other items in bulk. Expanding its service offerings, such as adding photocopying or mobile phone top-ups, could attract more customers. Using a loyalty program or special discounts could also help increase customer visits. 2.1.4 Challenges The biggest challenges facing businesses include strong competition from online stores offering a wide range of products. Rising costs for goods and transport put pressure on keeping prices low. Changing shopping habits mean more customers are choosing to shop online, which stores have yet to adapt to. Finally, limited staffing makes it difficult to provide fast service during peak times. 2.2 Venta Studio @ Imanaina Printing 2.2.1 Strengths Venta Studio @ Imanaina Printing’s strength comes from its modern and fast service. The business offers a wide range of printing options, including digital and large format printing, catering to the needs of students and small businesses. The use of WhatsApp and Instagram makes it easy for customers to place orders and communicate. The founder, Wahab Abdul, is involved in every part of the business and is constantly updating equipment and services to stay competitive. 2.2.2 Weaknesses However, as a new business, Venta Studio faces disadvantages such as limited brand recognition and experience. It has fewer resources and staff, which can limit its ability to handle large or multiple orders. Since it relies heavily on digital platforms for ordering and communication, technical problems or internet issues can disrupt service. The small team may also struggle to keep up with high demand ________________ 2.2.3 Opportunities There are many opportunities for Venta Studio to grow. It can develop an e-commerce printing service to reach customers outside its local area. The business can also target events, schools, and small businesses that need regular printing services. Integrating online design tools or mobile apps can make ordering easier for customers. Increasing advertising on social media platforms like Facebook and TikTok can increase visibility. 2.2.4 Challenges Challenges for the business include the need to constantly upgrade equipment and software to keep up with technology. Competition from other local print shops is fierce, especially those offering low prices. Rising costs of materials and electricity are driving up expenses. Additionally, customers expect fast, high-quality service, which can be difficult to consistently deliver with a small team. 2.3 Discussion in Successes and Problems Pasaraya Ekonomi Ceria Lapan is successful because it is consistent and reliable. It focuses on keeping prices low. Many local students and residents trust the store. However, it has not used much new technology. This can be a problem in today’s digital world. To survive in the future, the store needs to be creative and use technology in smart ways. Venta Studio @ Imanaina Printing is a newer business but is growing fast. The owner uses new ideas and modern tools. This helps the business grow. Since it is new, it still needs to improve how people know about it and manage its resources well. It also needs to grow in a balanced way. 3.0 SOLUTION To stay competitive and meet customer expectations, small businesses like Pasaraya Ekonomi Ceria Lapan and Venta Studio @ Imanaina Printing must focus on delivering quality through consistent service, fast response, reliable operations, and accessible communication. By applying key quality dimensions-such as performance, reliability, responsiveness, tangibles, perceived value, convenience, accessibility, and continuous improvement-these businesses can improve customer satisfaction, strengthen trust, and enhance overall efficiency. These solutions support long-term sustainability and help both businesses adapt to market changes while maintaining their core values. 3.1 SOLUTION (Quality Dimension) - Pasaraya Ekonomi Ceria Lapan, Kulim To improve business performance and customer satisfaction, Pasaraya Ekonomi Ceria Lapan can adopt several solutions based on key quality dimensions such as product quality, reliability, responsiveness, and service quality. These improvements will help the business remain competitive, especially in a market with limited space, minimal staffing, and increasing online competition. 1. Efficient Stock Management for Consistent Product Availability (Reliability) * Explanation: Reliability is the level of consistency that their service or product is available. For Pasaraya Ekonomi Ceria Lapan, customers expect to find essential items like stationery and household goods whenever they visit. A reliable shop earns trust if the amount of times customers experience a lack of product is minimal. * Solution: Set up an elementary inventory tracking system to track sales and automatically alert the owner when stock is low. Ensure that customers can always find stock on commonly sold products fast to build a reliable shop that consumers are happy with. ________________ 2. Friendly and Quick Customer Service (Responsiveness) * Explanation: Responsiveness measures how quickly and well a business reacts to customer needs. Pasaraya's fast and courteous service that creates a positive interaction experience for walk-in customers, particularly during peak hours, is possible because they respond quickly to customer needs. * Solution: Invest in training to enable staff to provide quick, polite, and attentive service. Designate specific staff roles during high volume periods to process the customer much quicker and improve the overall customer interaction and satisfaction. 3. Affordable and Transparent Pricing (Perceived Value) * Explanation: The concept of perceived value refers to how customers would determine the value of products against their pricing. For example, Pasaraya is attractive to students and locals because of their affordability and how pricing is clearly presented helps to support their perceived value. * Solution: Continue with the practice of having consistent pricing and to clearly label all shelves with tags. In addition, Pasaraya can also add value packs or promotional bundles (“Student Starter Kits”) with the objective of providing more value than what they would actually pay without changing the price, which can increase brand loyalty. 4. Clean and Organized Store Environment (Tangibles) * Explanation: Tangibles reflect the physical appearance and cleanliness of the shop, which impacts how customers perceive quality. A neat and well-organized space encourages longer visits and frequent shopping. * Solution: Arrange products by category, use proper signage, and regularly clean the store. Improve lighting and maintain a tidy cashier area to enhance comfort and shopping efficiency. ________________ 5. Regular Customer Feedback Collection (Continuous Improvement) * Explanation: Continuous improvement involves making regular adjustments based on customer needs and service performance. Gathering feedback helps identify areas that require attention or innovation. * Solution: Use suggestion boxes, WhatsApp messages, or short surveys to gather opinions. Review feedback monthly and take action to resolve recurring issues or implement suggested improvements. 6. Basic Digital Presence to Reach More Customers (Accessibility) * Explanation: Accessibility refers to the ease with which customers can interact with the business. And, in the digital age, having an online presence increases visibility and convenience - especially for students and other tech-savvy customers. * Solution: Open a Facebook or WhatsApp Business account to give your customers the chance to be updated on product availability, hours of operation, and any promotional sales. This provides the opportunity for customers to engage with the store without actually having to come in. 7. Cashless Payment Options for Faster Transactions (Convenience) * Explanation: Convenience enhances the overall shopping experience by reducing effort and saving time. Today’s customers prefer digital payments for speed, hygiene, and flexibility. * Solution: Offer e-wallet payment methods such as Touch ‘n Go, Boost, or DuitNow QR. Clearly display available payment options near the counter to encourage quick and smooth checkout. ________________ 3.2 SOLUTION (Quality Dimension) - Venta Studio @ Imanaina Printing Venta Studio @ Imanaina Printing can take several strategic options to improve operational efficiency and deliver greater customer satisfaction through the core dimensions of quality (e.g. performance, reliability, responsiveness, service quality). By making these improvements, the business can become more relevant and competitive in the rapidly changing printing industry, given consumers' continual demand for affordability, digital accessibility, quick turnaround time and personalized services. Improvements to quality dimensions will benefit Venta Studio's presence in the local market and allow for greater customer satisfaction (and loyalty), as well as increase the capability to deliver inexpensive, superior quality printing services to students, educators, small businesses, and event planners. To thrive in the competitive printing industry, Venta Studio @ Imanaina Printing can adopt the following eight quality dimension solutions to enhance customer satisfaction, streamline operations, and promote sustainable business practices: 1. High-Quality and Fast Printing Output (Performance) * Explanation: Performance refers to how well the printing service meets customer expectations for speed, accuracy, and print quality. Customers expect crisp graphics, accurate colors, and timely completion. * Solution: Continuously test and calibrate printing equipment to ensure output meets professional standards. Set internal targets for turnaround time and consistently meet delivery deadlines for both small and large orders. 2. Consistent Service and Output (Reliability) * Explanation: Reliability means customers can count on the shop to consistently deliver promised results without delays or repeated errors. * Solution: Establish quality assurance checks before finalizing each print job. Develop a job tracking system to avoid misplacements or delays and to ensure timely completion of urgent orders. 3. Prompt Handling of Customer Requests (Responsiveness) * Explanation: Responsiveness means responding promptly to queries, changes, or urgent requests. This helps foster trust, and builds return business. * Solution: Use WhatsApp and other platforms for immediate responses to clients. Train staff to acknowledge and respond to orders or inquiries in a set response time (15-30 minutes). 4. Modern Equipment and Clean Work Environment (Tangibles) * Explanation: Tangibles include physical evidence of service quality in tangible form, such as shop appearance, equipment, and printed documents. * Solution: Keep workspace tidy. Service machines regularly. Display sample works in a professional manner to show capabilities and give customers confidence in the service provided. 5. Competitive Pricing with Quality Output (Perceived Value) * Explanation: Perceived value is how customers evaluate the balance between price and quality. For small businesses and students, affordability is crucial, but not at the cost of poor quality. * Solution: Offer pricing tiers based on quantity and material while ensuring excellent quality. Promote combo deals (banner + sticker packages) and highlight cost-effectiveness through customer testimonials. 6. Multiple Channels for Order and Delivery (Convenience) * Explanation: Convenience improves customer satisfaction by making the order and delivery process smooth and flexible. * Solution: Accept orders through WhatsApp, Instagram, and walk-ins. Provide delivery services or pick-up scheduling options for bulk orders or event-based printing needs. 7. Strong Online Presence and Order Transparency (Accessibility) * Explanation: Accessibility ensures that customers can reach and interact with the business easily at any time. * Solution: Keep social media updated with services, price ranges, and samples. Include easy-to-use order forms and progress updates to improve client trust and engagement. Overall, Both Pasaraya Ekonomi Ceria Lapan and Venta Studio @ Imanaina Printing have demonstrated strong community-based business models that prioritize affordability, accessibility, and personalized service. However, to stay relevant in an increasingly digital and competitive market, both businesses must continuously improve by focusing on essential quality dimensions. Implementing strategies such as effective inventory and job management, prompt customer service, clean and organized environments, and expanding their digital presence can greatly enhance customer satisfaction and operational efficiency. By aligning with these quality-focused improvements, both businesses are better positioned to strengthen their market presence, build customer loyalty, and sustain long-term growth within their respective industries. 4.0 DISCUSSION ON SDG 12 SDG 12 - Aims to ensure sustainable consumption and production patterns, which is critical for sustainable development and reducing the ecological footprint by changing the way goods and resources are produced and consumed. In the context of Pasaraya Ekonomi Ceria Lapan and Venta Studio @ Imanaina Printing, this SDG is reflected in several key areas: 4.1 Resource Efficiency Both Pasaraya Ekonomi Ceria Lapan and Venta Studio try to use their resources wisely and avoid waste. Pasaraya controls its stock carefully so it doesn’t order too much or throw things away. Venta Studio takes good care of its machines, making sure they work well and don’t waste energy or materials. These efforts support SDG 12 by helping the businesses do more with less, while still meeting customer needs and protecting the environment for the future. 4.2 Waste Reduction Both Pasaraya and Venta Studio try to reduce waste in simple but effective ways. Pasaraya only stocks what is needed, so fewer items go to waste. Venta Studio helps by reducing printing mistakes and encouraging digital orders to save paper. Even though they don’t have proper recycling systems, their careful way of working helps cut down on waste. 4.3 Monitoring and Reporting Both businesses do not have proper systems to track their impact on the environment, which makes it harder to fully support SDG 12. However, they can start using simple ways to keep track of how much material, energy, and waste they use. They can also use customer feedback to find out how to improve and include questions about their environmental efforts in these reviews. ________________ 5.0 CONCLUSION The application of quality dimensions is essential for small businesses aiming to maintain competitiveness and meet evolving customer expectations. Through a focused analysis of Pasaraya Ekonomi Ceria Lapan and Venta Studio @ Imanaina Printing, it is evident that integrating quality-focused strategies-such as reliability, responsiveness, tangibles, perceived value, accessibility, convenience, performance, and continuous improvement-can significantly enhance customer satisfaction and operational efficiency. For Pasaraya Ekonomi Ceria Lapan, many things such as efficient stock management, friendly customer care, clear pricing, and having a clean store environment help build consistency of reliability and trust for regular customers. In addition, embracing digital accessibility and having modern payment options build convenience and ensure the store remains relevant in an evolving digital retail environment. Similarly, Venta Studio @ Imanaina Printing benefits from strategic improvements that prioritize performance, consistent service, rapid response to customer inquiries, and the use of modern technology. These enhancements not only improve the quality of output but also increase customer loyalty and support long-term business sustainability-especially in a competitive and time-sensitive industry like printing. In conclusion, both companies demonstrate how small businesses can successfully operate in accordance with the quality dimensions. If they are proactive regarding quality dimensions and work to assess and improve upon quality dimensions, they can respond to changes in the marketplace, rebuild and reinforce customer trust, and experience sustainable growth in their own communities. This will strengthen their commercial position and continually deliver valuable and meaningful value to the customers they serve, while also maintaining accessibility.

PREPARED BY
MOHAMAD AMIRUDDIN BIN SAZALI (54213224154)
MUHAMMAD ALIFF BIN ADNAN (54213224122)
ADRIAN OWEN CALEB (54211122024)

MUHAMMAD AMIRUL BIN MAT THAWI (54214122206)

DANISH BIN CHE ROS (54214122201)

PREPARED FOR
MADAM KAUTHAR BINTI A RHAFFOR
________________
CONTENTS
1.0 INTRODUCTION        3
1.1 Background Study on Pasaraya Ekonomi Ceria Lapan        3
1.1.1 Background Study on Pasaraya Ekonomi Ceria Lapan Founder        4
1.2 Background Study on Venta Studio @ Imanaina Printing        5
1.2.1  Background Study on Venta Studio @ Imanaina Printing Founder        6
2.0 ENTERPRISE DISCUSSION STUDY        7
2.1 Pasaraya Ekonomi Ceria Lapan        7
2.1.1 Strengths        7
2.1.2 Weaknesses        7
2.1.3 Opportunities        8
2.1.4 Challenges        8
2.2 Venta Studio @ Imanaina Printing        9
2.2.1 Strengths        9
2.2.2 Weaknesses        9
2.2.3 Opportunities        10
2.2.4 Challenges        10
2.3 Discussion in Successes and Problems        10
3.0 SOLUTION        11
3.1  SOLUTION (Quality Dimension) - Pasaraya Ekonomi Ceria Lapan, Kulim        11
3.2  SOLUTION (Quality Dimension) - Venta Studio @ Imanaina Printing        14
4.0 DISCUSSION ON SDG 12        17
4.1 Resource Efficiency        17
4.2 Waste Reduction        17
4.3 Monitoring and Reporting        17
5.0 CONCLUSION        18
________________

1.0        INTRODUCTION
1.1        Background Study on Pasaraya Ekonomi Ceria Lapan
        Pasaraya Ekonomi Ceria Lapan was a small retail business established in 2008. The shop is located in an area where students live, alongside local residents and offers essential items like stationery, plastic goods, household items, and printing services. When the owners started the shop, they immediately built a name for themselves, focusing on providing easy access and inexpensive goods and services to the surrounding community. The shop is small, and with limited staff, the owners part of the competitive retail space with additional competition from online retailers. At the time of the case the owners are still found on-site and their community.

Figure 1: Pasaraya Ekonomi Ceria Lapan
Pasaraya caters to walk-in customers as well as established customers, especially students who require inexpensive academic and office supplies. Pasaraya Ekonomi Ceria Lapan has continued to operate in a very competitive local environment for more than 17 years. The company business model sticks to the same prices for the same products everyday and has the products available as frequently as possible, and relies heavily on word of mouth advertising. Pasaraya is a trusted destination to visit on a daily basis to get the required products without the effort of heavy distance based shopping.

1.1.1        Background Study on Pasaraya Ekonomi Ceria Lapan Founder

Loh Chuen Wei, the founder of Pasaraya Ekonomi Ceria Lapan, started his entrepreneurial journey as a student. He had limited financial capital but lots of motivation and originally set up the business for himself and his family. Starting the small supply shop was a result of scratching some of his own itches when he noticed students in his immediate vicinity required affordable essential items near local educational institutions. Loh applied personal discipline, financial position and an understanding of his customer to the early startup and successfully created a sustainable retail business.

He gradually developed a considerable amount of experience managing inventory, supplier relations, and customer service. Loh feels he is a hands-on manager, and he spends a good portion of his time at the shop to make certain that it is running well. It has been important that he stay up to date on changes in customer trends and keeps adding to his inventory with each seasonal demand. His development as an entrepreneur exemplifies the entrepreneurial journey that is ignited by necessity, continues through dedication, and is based on strong customer connections.

________________

1.2        Background Study on Venta Studio @ Imanaina Printing 
        Venta Studio @ Imanaina Printing is a digital and large-format printing business, registered under the business name Imanaina Enterprise, located in Kulim, Kedah. It was officially launched in 2020 to meet the need for affordable and accessible printing services in Kedah, amid the increased demand. The business offers services such as photostatting, banner printing, sticker printing, document scanning, lamination, and internet access. The organisation's clientele consists of students, small businesses, and local institutions and have been able to provide a very quick service that is reasonably priced to the community for their printing needs.

Figure 2: Venta Studio @ Imanaina Printing
        While still in its infancy, the business has entered the market and established itself as a contender in the local printing community. Imanaina Printing seems to view itself as a progressive company, looking to also provide, for instance, digital services like graphic design and personalized print products as well. The company has evolved and embraced new methods common in business, such as providing services via WhatsApp and other social media outlets to enhance communication and ordering ease. The evolving customer base reflects less on a lack of demand, and more on the fact that more and more customers are willing to accept effective, and digital-friendly print services.

________________

1.2.1         Background Study on Venta Studio @ Imanaina Printing Founder 
        Wahab Abdul, the founder of Venta Studio @ Imanaina Printing, is an entrepreneur who has a vision to provide community-focused printing services that are fast and affordable. Before starting the studio, Wahab identified that digital and customized printing services were not widely available in Kulim. He created Imanaina Enterprise, investing in equipment and human capital, and bringing together the traditional printing needs, as well as digital services, in one service offering. Wahab does not stop there, he also believes in building and maintaining a digital presence through everyday online platforms such as Instagram and WhatsApp Business.

Figure 3: Venta Studio Logo
                Wahab actively participates in the daily operation of every aspect of the business from customer service to design and printing. He is a modern-day entrepreneur who operates in a service style of company but embraces innovation. He clearly believes in learning and upgrading, as evidenced by continual fleet and software upgrades, pushing manufacturing lead times, and advancing competitiveness. Beliefs that he incorporates into his brand of service defined by reliability, speed, and personal service has allowed Wahab to build a brand within a niche market for students, teachers, event planners, and small businesses in his community.

2.0        ENTERPRISE DISCUSSION STUDY
2.1        Pasaraya Ekonomi Ceria Lapan

2.1.1        Strengths
The strength of Pasaraya Ekonomi Ceria Lapan is its strategic location and strong reputation in the local community. Operating for over 17 years, the store is trusted by many, especially students and nearby residents. Its founder, Loh Chuen Wei, manages the business meticulously and ensures good customer service. The store offers essential items at affordable prices, which helps keep customers coming back. Its convenient location near student housing also adds to its strength.
2.1.2        Weaknesses
Despite these strengths, the business faces a number of weaknesses. The small size of the store limits the range of products it can offer. It does not have an online presence or uses social media for promotion, making it difficult to attract new customers outside its local area. The business operates mostly in a traditional manner, which may slow down service and limit efficiency. Additionally, with few staff, it is difficult to manage busy periods.
2.1.3        Opportunities
There are opportunities for Pasar Raya Ekonomi Ceria Lapan to grow and improve. For example, it could use social media or create a simple website to reach more customers and offer delivery services. The store could also partner with nearby schools or colleges to supply stationery and other items in bulk. Expanding its service offerings, such as adding photocopying or mobile phone top-ups, could attract more customers. Using a loyalty program or special discounts could also help increase customer visits.

2.1.4        Challenges
The biggest challenges facing businesses include strong competition from online stores offering a wide range of products. Rising costs for goods and transport put pressure on keeping prices low. Changing shopping habits mean more customers are choosing to shop online, which stores have yet to adapt to. Finally, limited staffing makes it difficult to provide fast service during peak times.

2.2        Venta Studio @ Imanaina Printing

2.2.1        Strengths
Venta Studio @ Imanaina Printing’s strength comes from its modern and fast service. The business offers a wide range of printing options, including digital and large format printing, catering to the needs of students and small businesses. The use of WhatsApp and Instagram makes it easy for customers to place orders and communicate. The founder, Wahab Abdul, is involved in every part of the business and is constantly updating equipment and services to stay competitive.

2.2.2        Weaknesses
However, as a new business, Venta Studio faces disadvantages such as limited brand recognition and experience. It has fewer resources and staff, which can limit its ability to handle large or multiple orders. Since it relies heavily on digital platforms for ordering and communication, technical problems or internet issues can disrupt service. The small team may also struggle to keep up with high demand
________________

2.2.3        Opportunities
There are many opportunities for Venta Studio to grow. It can develop an e-commerce printing service to reach customers outside its local area. The business can also target events, schools, and small businesses that need regular printing services. Integrating online design tools or mobile apps can make ordering easier for customers. Increasing advertising on social media platforms like Facebook and TikTok can increase visibility.

2.2.4        Challenges
Challenges for the business include the need to constantly upgrade equipment and software to keep up with technology. Competition from other local print shops is fierce, especially those offering low prices. Rising costs of materials and electricity are driving up expenses. Additionally, customers expect fast, high-quality service, which can be difficult to consistently deliver with a small team.

2.3        Discussion in Successes and Problems
Pasaraya Ekonomi Ceria Lapan is successful because it is consistent and reliable. It focuses on keeping prices low. Many local students and residents trust the store. However, it has not used much new technology. This can be a problem in today’s digital world. To survive in the future, the store needs to be creative and use technology in smart ways.
Venta Studio @ Imanaina Printing is a newer business but is growing fast. The owner uses new ideas and modern tools. This helps the business grow. Since it is new, it still needs to improve how people know about it and manage its resources well. It also needs to grow in a balanced way.

3.0        SOLUTION
To stay competitive and meet customer expectations, small businesses like Pasaraya Ekonomi Ceria Lapan and Venta Studio @ Imanaina Printing must focus on delivering quality through consistent service, fast response, reliable operations, and accessible communication. By applying key quality dimensions-such as performance, reliability, responsiveness, tangibles, perceived value, convenience, accessibility, and continuous improvement-these businesses can improve customer satisfaction, strengthen trust, and enhance overall efficiency. These solutions support long-term sustainability and help both businesses adapt to market changes while maintaining their core values. 
3.1         SOLUTION (Quality Dimension) - Pasaraya Ekonomi Ceria Lapan, Kulim

To improve business performance and customer satisfaction, Pasaraya Ekonomi Ceria Lapan can adopt several solutions based on key quality dimensions such as product quality, reliability, responsiveness, and service quality. These improvements will help the business remain competitive, especially in a market with limited space, minimal staffing, and increasing online competition.

1.  Efficient Stock Management for Consistent Product Availability (Reliability)
* Explanation: Reliability is the level of consistency that their service or product is available. For Pasaraya Ekonomi Ceria Lapan, customers expect to find essential items like stationery and household goods whenever they visit. A reliable shop earns trust if the amount of times customers experience a lack of product is minimal. 
* Solution: Set up an elementary inventory tracking system to track sales and automatically alert the owner when stock is low. Ensure that customers can always find stock on commonly sold products fast to build a reliable shop that consumers are happy with.
                 
________________

2.  Friendly and Quick Customer Service (Responsiveness)
   * Explanation: Responsiveness measures how quickly and well a business reacts to customer needs. Pasaraya's fast and courteous service that creates a positive interaction experience for walk-in customers, particularly during peak hours, is possible because they respond quickly to customer needs.
   * Solution: Invest in training to enable staff to provide quick, polite, and attentive service. Designate specific staff roles during high volume periods to process the customer much quicker and improve the overall customer interaction and satisfaction.
            
3.  Affordable and Transparent Pricing (Perceived Value)
   * Explanation: The concept of perceived value refers to how customers would determine the value of products against their pricing. For example, Pasaraya is attractive to students and locals because of their affordability and how pricing is clearly presented helps to support their perceived value.
   * Solution: Continue with the practice of having consistent pricing and to clearly label all shelves with tags. In addition, Pasaraya can also add value packs or promotional bundles (“Student Starter Kits”) with the objective of providing more value than what they would actually pay without changing the price, which can increase brand loyalty.

4.  Clean and Organized Store Environment (Tangibles)
      * Explanation: Tangibles reflect the physical appearance and cleanliness of the shop, which impacts how customers perceive quality. A neat and well-organized space encourages longer visits and frequent shopping.
      * Solution: Arrange products by category, use proper signage, and regularly clean the store. Improve lighting and maintain a tidy cashier area to enhance comfort and shopping efficiency.

________________
5.  Regular Customer Feedback Collection (Continuous Improvement)
         * Explanation: Continuous improvement involves making regular adjustments based on customer needs and service performance. Gathering feedback helps identify areas that require attention or innovation.
         * Solution: Use suggestion boxes, WhatsApp messages, or short surveys to gather opinions. Review feedback monthly and take action to resolve recurring issues or implement suggested improvements.

6.  Basic Digital Presence to Reach More Customers (Accessibility)
            * Explanation: Accessibility refers to the ease with which customers can interact with the business. And, in the digital age, having an online presence increases visibility and convenience - especially for students and other tech-savvy customers. 
            * Solution: Open a Facebook or WhatsApp Business account to give your customers the chance to be updated on product availability, hours of operation, and any promotional sales. This provides the opportunity for customers to engage with the store without actually having to come in.

7.  Cashless Payment Options for Faster Transactions (Convenience)
            * Explanation: Convenience enhances the overall shopping experience by reducing effort and saving time. Today’s customers prefer digital payments for speed, hygiene, and flexibility.
            * Solution: Offer e-wallet payment methods such as Touch ‘n Go, Boost, or DuitNow QR. Clearly display available payment options near the counter to encourage quick and smooth checkout.

________________

3.2         SOLUTION (Quality Dimension) - Venta Studio @ Imanaina Printing
        Venta Studio @ Imanaina Printing can take several strategic options to improve operational efficiency and deliver greater customer satisfaction through the core dimensions of quality (e.g. performance, reliability, responsiveness, service quality). By making these improvements, the business can become more relevant and competitive in the rapidly changing printing industry, given consumers' continual demand for affordability, digital accessibility, quick turnaround time and personalized services. 
        Improvements to quality dimensions will benefit Venta Studio's presence in the local market and allow for greater customer satisfaction (and loyalty), as well as increase the capability to deliver inexpensive, superior quality printing services to students, educators, small businesses, and event planners.
To thrive in the competitive printing industry, Venta Studio @ Imanaina Printing can adopt the following eight quality dimension solutions to enhance customer satisfaction, streamline operations, and promote sustainable business practices:

1. High-Quality and Fast Printing Output (Performance)
               * Explanation: Performance refers to how well the printing service meets customer expectations for speed, accuracy, and print quality. Customers expect crisp graphics, accurate colors, and timely completion.
               * Solution: Continuously test and calibrate printing equipment to ensure output meets professional standards. Set internal targets for turnaround time and consistently meet delivery deadlines for both small and large orders.

2.  Consistent Service and Output (Reliability)
               * Explanation: Reliability means customers can count on the shop to consistently deliver promised results without delays or repeated errors.
               * Solution: Establish quality assurance checks before finalizing each print job. Develop a job tracking system to avoid misplacements or delays and to ensure timely completion of urgent orders.
         3.  Prompt Handling of Customer Requests (Responsiveness)
               * Explanation: Responsiveness means responding promptly to queries, changes, or urgent requests. This helps foster trust, and builds return business.
               * Solution: Use WhatsApp and other platforms for immediate responses to clients. Train staff to acknowledge and respond to orders or inquiries in a set response time (15-30 minutes).

4.  Modern Equipment and Clean Work Environment (Tangibles)
                  * Explanation: Tangibles include physical evidence of service quality in tangible form, such as shop appearance, equipment, and printed documents.
                  * Solution: Keep workspace tidy. Service machines regularly. Display sample works in a professional manner to show capabilities and give customers confidence in the service provided.

5.  Competitive Pricing with Quality Output (Perceived Value)
                     * Explanation: Perceived value is how customers evaluate the balance between price and quality. For small businesses and students, affordability is crucial, but not at the cost of poor quality.
                     * Solution: Offer pricing tiers based on quantity and material while ensuring excellent quality. Promote combo deals (banner + sticker packages) and highlight cost-effectiveness through customer testimonials.

6.  Multiple Channels for Order and Delivery (Convenience)
                        * Explanation: Convenience improves customer satisfaction by making the order and delivery process smooth and flexible.
                        * Solution: Accept orders through WhatsApp, Instagram, and walk-ins. Provide delivery services or pick-up scheduling options for bulk orders or event-based printing needs.

7.  Strong Online Presence and Order Transparency (Accessibility)
                           * Explanation: Accessibility ensures that customers can reach and interact with the business easily at any time.
                           * Solution: Keep social media updated with services, price ranges, and samples. Include easy-to-use order forms and progress updates to improve client trust and engagement.

Overall, Both Pasaraya Ekonomi Ceria Lapan and Venta Studio @ Imanaina Printing have demonstrated strong community-based business models that prioritize affordability, accessibility, and personalized service. However, to stay relevant in an increasingly digital and competitive market, both businesses must continuously improve by focusing on essential quality dimensions. Implementing strategies such as effective inventory and job management, prompt customer service, clean and organized environments, and expanding their digital presence can greatly enhance customer satisfaction and operational efficiency. By aligning with these quality-focused improvements, both businesses are better positioned to strengthen their market presence, build customer loyalty, and sustain long-term growth within their respective industries.

4.0        DISCUSSION ON SDG 12
SDG 12 - Aims to ensure sustainable consumption and production patterns, which is critical for sustainable development and reducing the ecological footprint by changing the way goods and resources are produced and consumed. In the context of Pasaraya Ekonomi Ceria Lapan and Venta Studio @ Imanaina Printing, this SDG is reflected in several key areas:

4.1        Resource Efficiency
Both Pasaraya Ekonomi Ceria Lapan and Venta Studio try to use their resources wisely and avoid waste. Pasaraya controls its stock carefully so it doesn’t order too much or throw things away. Venta Studio takes good care of its machines, making sure they work well and don’t waste energy or materials. These efforts support SDG 12 by helping the businesses do more with less, while still meeting customer needs and protecting the environment for the future.
4.2        Waste Reduction
Both Pasaraya and Venta Studio try to reduce waste in simple but effective ways. Pasaraya only stocks what is needed, so fewer items go to waste. Venta Studio helps by reducing printing mistakes and encouraging digital orders to save paper. Even though they don’t have proper recycling systems, their careful way of working helps cut down on waste.
4.3        Monitoring and Reporting
Both businesses do not have proper systems to track their impact on the environment, which makes it harder to fully support SDG 12. However, they can start using simple ways to keep track of how much material, energy, and waste they use. They can also use customer feedback to find out how to improve and include questions about their environmental efforts in these reviews.
________________
5.0        CONCLUSION
The application of quality dimensions is essential for small businesses aiming to maintain competitiveness and meet evolving customer expectations. Through a focused analysis of Pasaraya Ekonomi Ceria Lapan and Venta Studio @ Imanaina Printing, it is evident that integrating quality-focused strategies-such as reliability, responsiveness, tangibles, perceived value, accessibility, convenience, performance, and continuous improvement-can significantly enhance customer satisfaction and operational efficiency.

For Pasaraya Ekonomi Ceria Lapan, many things such as efficient stock management, friendly customer care, clear pricing, and having a clean store environment help build consistency of reliability and trust for regular customers. In addition, embracing digital accessibility and having modern payment options build convenience and ensure the store remains relevant in an evolving digital retail environment.

Similarly, Venta Studio @ Imanaina Printing benefits from strategic improvements that prioritize performance, consistent service, rapid response to customer inquiries, and the use of modern technology. These enhancements not only improve the quality of output but also increase customer loyalty and support long-term business sustainability-especially in a competitive and time-sensitive industry like printing.

In conclusion, both companies demonstrate how small businesses can successfully operate in accordance with the quality dimensions. If they are proactive regarding quality dimensions and work to assess and improve upon quality dimensions, they can respond to changes in the marketplace, rebuild and reinforce customer trust, and experience sustainable growth in their own communities. This will strengthen their commercial position and continually deliver valuable and meaningful value to the customers they serve, while also maintaining accessibility.

Transcript for:Business Analysis and SDG 12

Transcript for:
Business Analysis and SDG 12