Key Factors Influencing Talent Retention and Turnover in Convenience Stores: A Comparison of Managers’ and Employees’ Perspectives

Abstract

This study identifies the main factors influencing turnover among convenience store employees from a managerial perspective and infers the changes necessary to reduce such high turnover rates. Employing the decision-making trial and evaluation laboratory (DEMATEL) methodology, it investigates the degree of mutual influence between evaluation indicators and constructs a network relation map for evaluation dimensions and criteria. This study also uses the DEMATEL-based analytic network process method to compute the influential weights of each dimension and criteria. According to the empirical results of the causality model, convenience store employees must first improve the relatedness dimension, and managers must first improve the existence dimension. These findings can help convenience store managers address talent retention and turnover problems, develop effective strategies to lower the high turnover rates at convenience stores, and offer solutions to new industry entrants to avoid potential problems that might lead to early exit.