FACULTY OF BUSINESS AND MANAGEMENT

DIPLOMA IN BANKING STUDIES (BA119)

MBA1192B (GROUP 4)

ANALYTICAL REPORT ASSESSMENT

BUSINESS COMMUNICATION (MGT269)

FAMILY MART SWOT ANALYSIS

PREPARED BY:

NO. NAME STUDENT ID

1. MUHAMMAD HILMAN BIN KAMARUL ARIFFIN 2023876528
2. MUTIARA BALQIS BINTI MOHAMAD ZOLLKEFLI 2023684656
3. ADILA SHAKINA BINTI ROHAMINAFIZAL 2023820756
4. NURDINA HUMAIRA BINTI M ZAMRI 2023882452

PREPARED FOR:
MADAM NOR TASIK BINTI MISBAHRUDIN

SUBMISSION DATE:
29/5/2024
 TABLE OF CONTENTS

CONTENTS PAGE
1.0 EXECUTIVE SUMMARY 3

2.0 ACKNOWLEDGEMENT 4

3.0 INTRODUCTION: COMPANY’S PROFILE 5-8

4.0 PROBLEM STATEMENT 9-10

5.0 PURPOSE, SCOPE, METHOD OF INVESTIGATION 11-12

6.0 LIMITATION 13

7.0 FINDING AND ANALYSIS 14-15

8.0 DISCUSSION AND RECOMMENDATION 16-31

9.0 CONCLUSION 32-33

10.0 REFERENCES 34-35

11.0 APPENDICES 36

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1.0 EXECUTIVE SUMMARY

FamilyMart, a convenience store chain that has gained global recognition, is the center
of attention throughout this study due to its continued success in the face of intense retail
competition. FamilyMart has become a prominent player in the convenience store industry due
to its strategically placed locations, wide range of products, and strong emphasis on customer
satisfaction. Examining FamilyMart's strategies, we will delve into all aspects of the company,
from its overall structure to the challenges it has encountered, and the effective measures it
employs to tackle potential issues.

The majority of the data in this report came from earlier research and articles written
by another researcher.

After conducting a thorough analysis, it is evident that FamilyMart possesses both areas
of improvement and areas of excellence in its pursuit of becoming the top convenience store in
Malaysia and other countries. In addition, the company is always seeking ways to expand its
operations, face new obstacles, and take advantage of opportunities to enhance its business.

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2.0 ACKNOWLEDGEMENT

First and foremost, we are grateful for the opportunity, as well as for the health,
strength, and wisdom given by Allah SWT. Each of our group members has done their best to
complete our assigned assignment. Our members' hard work has led to the success of this
report.

Next, we would like to express our sincere gratitude to our lecturer, Madam Nor Tasik
binti Misbahrudin, for her invaluable guidance, support, and constructive feedback throughout
the course of this project. The understandings, opinions, and thoughts were very helpful in
finishing our group project. Furthermore, we are also thankful to our classmates and peers for
their help and collaboration, which enriched the discussions and ideas presented in this report.
Lastly, we want to express our sincere appreciation to everyone who has assisted us in
completing our report. This includes our family members and strangers, who help us better
understand the report's purpose.

Last but not least, we would like to acknowledge any external sources, materials, or
individuals who have assisted us in completing this report. Their input has been invaluable in
influencing our work's content and direction. We are so thankful for the hard work and
collaboration of all those who contributed to finishing this report. They have played a crucial
role in ensuring its successful completion.

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3.0 INTRODUCTION
3.1 COMPANY PROFILE

3.1.1 FamilyMart background

In 1981, the Japanese brand FamilyMart was founded, eventually expanding into a
global convenience store chain. FamilyMart has been ranked second greatest convenience store
globally, behind Seven Eleven, after decades of development and growth. After the first
FamilyMart shop opened in China in 1988, the second one in Shanghai debuted in June
2004.Today, FamilyMart has expanded its reach to numerous cities and countries. Take China
as an example. FamilyMart has stores in most of the developed cities, like Shanghai,
Guangzhou, Shenzhen, and so on.

Particularly in Shanghai, the number of FamilyMart stores exceeds 1300; prior to the
establishment of FamilyMart's first store, numerous other convenience stores also targeted this
promising market. Currently, many essay writers consider FamilyMart to be their research
objective. The first FamilyMart opened in Sayama, Saitama Prefecture, in 1973. The store has
kept growing, opening 500 stores every 3 years. It became a listed company in Taiwan in 2002.
Today, FamilyMart currently has franchise stores in Malaysia, the Philippines, Thailand,
Indonesia, Taiwan, China, and Vietnam.

3.1.2 Location of FamilyMart

Prominent convenience store company FamilyMart has an extensive network of stores

mostly in Asia, including a significant presence in China, Taiwan, Thailand, and Japan.
Founded in Japan, FamilyMart has expanded globally to become a convenient destination for
ready-to-eat meals, snacks, and everyday necessities. Its well-considered location in residential
areas, transportation hubs, and urban centers makes it easily reachable by a wide range of
clients, including families, students, and working commuters. The chain's convenience, along
with its range of goods and services, positions it as a key player in the regional convenience
store industry.

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 3.1.3 Vision

FamilyMart’s vision is to create value and foster a sustainable society through continuous
innovation and evolution. By collaborating with customers, employees, and partners, they
strive to achieve shared prosperity and value.

3.1.4 Mission

FamilyMart's mission is to enhance the lives of its customers by offering the latest products
and services, creating a comfortable shopping experience, and promoting a diverse and
inclusive workplace, all with the goal of helping customers achieve a better tomorrow.

3.1.5 Objectives

• Their goal is to provide a convenient service platform that customers can use anytime
and anywhere. Anywhere they go, FamilyMart becomes the best partner in their lives.
• The company aims to maintain its position as a leading convenience store chain while
simultaneously adapting to changing market dynamics and consumer preferences.
• The goal is to enhance in-store and online shopping experiences by optimizing store
layout and creating a user-friendly website, both of which are necessary to exceed
customer expectations.
• Their goal is to improve products and services that contribute to the enrichment of daily
life.
• The goal is to ensure a safe and hygienic environment for customers and employees.

3.1.6 Goals

• They aim to enhance the quantity of FamilyMart stores in current markets and
investigate prospects for growth in new geographical areas.
• FamilyMart aims to expand the franchise network to ensure the prosperity and
longevity of FamilyMart franchise locations.
• To increase brand awareness and visibility through strategic marketing efforts.
• They strive to meet the rapidly evolving external environment and customer demands.
• They must consistently stay ahead of societal trends and broaden the scope of societal
requirements.

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 3.1.7 Organizational structure

3.1.8 Products and services escription

Convenience store franchise FamilyMart is well-known for its wide range of products and
helpful services. FamilyMart provides its customers with a wide range of products and services.
Including:
Products
Diverse Variety of Products
FamilyMart offers a diverse range of skincare, cosmetics, personal hygiene, and
pharmaceutical items. In addition to its wide range of products, the store also provides paper
products, basic kitchenware, cleaning supplies, laundry detergents, and other essential
household items for customers to easily grab on the move.

Ready-to-eat meals
FamilyMart offers a wide range of mouthwatering and convenient ready-to-eat meals, such as
bento boxes, onigiri, sandwiches, and salads. These dishes are freshly prepared every day to
ensure maximum freshness and flavor. Some popular options include teriyaki chicken bento,
tuna mayo onigiri, and Caesar salad.

Beverages
Beverages of all kinds are available at FamilyMart, from soda and water to fruit juices, teas,
and even a wide selection of alcoholic drinks like sake, beer, and wine. Additionally, customers
can access a coffee station where they can enjoy freshly brewed coffee and hot beverages.

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Snacks and confectionery
Every craving may be satisfied at FamilyMart with their wide selection of confectionary and
snacks from local and worldwide brands. They have chips, chocolates, candies, and even
traditional Japanese treats like mochi and senbei.

Services
ATMs and financial services
ATMs can be found at numerous FamilyMart locations, providing customers with the
convenience of cash withdrawals and other banking services. In addition to their regular
offerings, certain stores provide bill payment services, money transfers, and prepaid card
recharges.

FamiPort Kiosk
The FamiPort kiosk is a multipurpose terminal found in-store that offers a range of services.
These consist of ticket reservations for events and travel, utility bill payments, online shopping
pickups, and access to digital content like e-books and music.

Wi-Fi and charging stations

FamilyMart stores offer free Wi-Fi and charging stations, providing a convenient solution for
customers who would like to stay connected and power up their devices while on the move.

Copy and print services

FamilyMart provides convenient self-service copy and print stations that allow customers to
easily print documents, make copies, scan, and send faxes. This is especially convenient for
students and professionals who require fast access to these services.

Parcel Delivery and Pickup

FamilyMart has partnered with courier companies to provide convenient parcel delivery and
pickup services. Customers have the convenience of dropping off parcels for shipping or
picking up their online purchases from designated pickup points within the store.

(The official FamilyMart Malaysia website, 2024)

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4.0 PROBLEM STATEMENT
4.1 BACKGROUND OF PROBLEMS

Global business is a complicated field where companies often deal with complex issues
that require careful management. Specifically, FamilyMart, a globally recognized chain of
convenience stores known for its accessibility and convenience, finds itself entangled in a
complex web of legal issues and business challenges. The company is dealing with two primary
issues: a widespread boycott triggered by allegations of involvement in the genocide in
Palestine and a continuous labor shortage.

First and foremost, allegations of violence and abuses of human rights have long raised
worries about the Israeli-Palestinian conflict on a worldwide scale. Furthermore, since the
revelation of its alleged links to Israel, FamilyMart has faced criticism for its business
operations in conflict-affected nations. More precisely, there are links between the Japanese
parent company, Itochu Corporation, and the Israeli defense company, Elbit Systems Ltd.
(Kousalya Selvam, 2024). As a result, recent calls for a worldwide boycott of FamilyMart's
goods and services, in response to claims of collaboration in human rights violations, have
raised severe ethical and reputational problems. According to a recent survey, in the face of
social media demands for a boycott of the Malaysian branch of the well-known convenience
shop FamilyMart, brand sentiments have dropped to 72.6% and 0.2% positive, respectively.
(Camillia Dass, 2024).

Subsequently, FamilyMart also faced operational difficulties due to a shortage of

workers, which made the burden on its workforce and store operations worse. Factors such as
fluctuating labor markets, shifting demography, and pandemic interruptions contributed to the
shortage of workers. As a result, the company had to put in place contingency measures, such
as adjusting store hours, redistributing tasks among existing workers, and providing incentives
to attract new hires. Nevertheless, despite the diligent attempts, the scarcity of labor posed a
significant risk of disrupting store operations, resulting in extended waiting periods, diminished
service excellence, and probable financial difficulties. A fresh survey found that 12% of
Japanese convenience stores were not open 24 hours a day due to a shortage of workers. Among
the top three Japanese convenience chains, Seven-Eleven Japan, Lawson, and FamilyMart Co.,
the proportion of stores with shortened business hours was relatively low, at around 8 to 10
percent, compared to other smaller operators. (KYODO NEWS,2024).

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 In the face of challenging retail circumstances, FamilyMart is grappling with a shortage
of workers, which is posing a significant obstacle to their ability to keep operations running
smoothly. They are being pushed to quickly adapt and find solutions to ensure business
continuity.

In light of problems, FamilyMart's handling of social and operational issues

demonstrates the company's resilience and flexibility. FamilyMart shows an insightful
awareness of the situation by addressing the boycott issue with concern and taking proactive
steps to minimize the impact of the worker shortage. With the retail market constantly shifting,
the challenges faced by FamilyMart and other industry players serve as valuable lessons,
showing the way to achieve long-term success and adaptability in a dynamic world.

Figure 1: the call for a worldwide boycott of Figure 2: in the face of social media demands
FamilyMart's goods and services in reaction to for a boycott of the Malaysian branch of the
claims of collaboration in human rights well-known convenience shop FamilyMart,
violations. (Kousalya Selvam, 2024). brand sentiments have dropped to 72.6% and
0.2% positive. (Camillia Dass, 2024).

Figure 3: 12% of Japanese convenience

stores were not open 24 hours a day due to a
shortage of workers, which includes
FamilyMart. (KYODO NEWS,2024).

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5.0 PURPOSE, SCOPE, AND METHOD OF INVESTIGATION
5.1 PURPOSE

The study aims to achieve the following outcomes:

• The aim is to pinpoint the issues and difficulties that FamilyMart encounters.
• To analyse the SWOT analysis of FamilyMart, which is Strengths, Weaknesses,
Opportunities, and Threats.
• to provide recommendations for enhancing FamilyMart's services.

5.2 SCOPE

The scope of this research is to examine the operations of FamilyMart, a well-known

convenience store company, with a particular emphasis on the current obstacles it is
encountering. The research investigates the company's assets, weaknesses, opportunities, and
threats through a thorough SWOT analysis. The research additionally utilizes use of secondary
data sources such as annual reports, company websites, and journals. The research aims to
conduct a thorough analysis of the SWOT factors impacting FamilyMart. In addition, the study
aims to generate actionable recommendations that will enhance the company's strategic
positioning and operational efficiency by utilizing the data-driven SWOT analysis. Using these
findings, the research aims to enhance FamilyMart's competitive advantage and long-term
growth in the convenience retail industry.

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 5.3 METHOD OF INVESTIGATION

In this report, we primarily utilize secondary data to gather information. Our research
focuses on FamilyMart, exploring the company's background, identifying key issues, providing
an introduction, and conducting a SWOT analysis.

First and foremost, we explored the company's official website to discover more about
its background and introduction. Our visit provided us with comprehensive details about the
company's vision, mission, and objectives. We also provided the organizational chart, which
outlined the director's and other major departments' operations. Not only that, our research of
FamilyMart's business model indicated that it is a recognizable brand in the convenience store
industry. Also, what actually distinguishes FamilyMart is its focus on offering fresh food
options. They excel at supplying a wide range of pre-packaged meals, ready-to-eat options, and
on-the-go snacks, as well as all of their customers' everyday necessities.

Apart from that, to identify the challenges facing FamilyMart, we utilized Google
Scholar as a primary platform. We focused on sourcing the latest articles and issues, spanning
from 2020 to 2024. Google Scholar facilitated access to up-to-date information, including
reports, case studies, and relevant secondary data. The platform's credibility ensured that the
information we obtained was reliable. For instance, we discovered articles from Kyodo News
highlighting FamilyMart's ongoing struggle with labor shortages. Additionally, we came across
an article from Marketing Interactive discussing how FamilyMart navigated a boycott
stemming from allegations of involvement in the Palestine genocide. These articles provided
statistical data and insights, complemented by related literature addressing recent challenges
faced by the company.

Last but not least, we conducted a SWOT analysis of FamilyMart, drawing insights
from a case study. This involves thorough research, reading, and group discussions using all
available sources to enhance our understanding. By employing this method, we aim to provide
informed opinions and relevant recommendations for each aspect of the analysis, including the
company's strengths, weaknesses, opportunities, and threats.

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6.0 LIMITATION

When examining the results of this study, it is important to take certain limitations into
consideration. First and foremost, the primary challenge we faced during the assignment was
the need to coordinate our schedules and ensure effective communication. Given our wide
range of personal commitments, it was quite challenging to find times that worked for all of
us. In order to tackle this, we created groups on WhatsApp and Google Docs. This efficient
communication method eliminates the necessity for in-person meetings. We utilized Google
Docs to ensure our report remained up-to-date. This allows fellow team members to quickly
identify and address any mistakes, as continuous feedback throughout the project ensures
essential improvements and adjustments.

In addition to that, we faced the challenge of having limited access to information.

FamilyMart, as a private company, tends to be more cautious about sharing specific or sensitive
information publicly compared to public companies. This restriction hindered our analysis. To
overcome this limitation, we believe conducting interviews with company representatives
would have been a more effective approach. Thus, interviews could have greatly enriched our
understanding and analysis by offering more detailed and up-to-date insights into the
company's operations and experiences. Unfortunately, rules prevent us from conducting
interviews to gather further facts about FamilyMart.

Lastly, we faced issues concerning the scope and depth of our research. We discovered
that attempting to cover a wide range of topics risked spreading our analysis too thin, which
might compromise its depth and insight. Conversely, narrowing our focus too much on specific
aspects of the company threatens to overlook broader strategic considerations. Furthermore,
the intricate structure of business operations has been a huge challenge, especially when
delving into complex business processes without expert guidance. These complexities
highlighted the significance of creating a balance between broad coverage and in-depth
analysis to ensure a thorough understanding and analysis of the company's dynamics and
strategies.

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7.0 FINDING AND ANALYSIS
7.1 SWOT ANALYSIS

Family Mart, an internationally recognized convenience store business, faces stiff

competition from other convenience store companies such as 7-Eleven, CU Mart, and
MyNEWS. These competitors provide similar convenience items, snacks, beverages, and
quick meal options, resulting in a competitive landscape for Malaysia's and other countries
convenience store businesses.

Figure 4: Comparative data analysis between FamilyMart, CU Mart and 7-Eleven.

According to Figure 4, 7-Eleven is a significant competitor to FamilyMart. FamilyMart is

known for its wide variety of Japanese-inspired snacks and convenient ready-to-eat meals. On
the other hand, 7-Eleven provides an extensive variety of both international and local products.
7-Eleven has become a major player in the market due to its long-standing presence in
Malaysia. The company's extensive network of more than 2,400 stores throughout the nation
further solidifies its position as a prominent convenience store chain in Malaysia. On the other
hand, FamilyMart has been progressively developing and increasing its market share in
Malaysia since its official launch in 2016. With a nationwide presence of 277 stores and around
242 outlets in 2021, the company has managed to build up a significant market presence,
although it may be smaller compared to its competitors. Both companies have seen significant
development, reaching into both urban and rural areas. Companies often use a variety of
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different pricing strategies, and promotions and price reductions can have a significant
influence on decisions made by customers. Also, advances in technology like mobile payment
options and loyalty programs can have a significant impact on the customer experience, which
can make them more loyal to the brand.

Ultimately, FamilyMart, an internationally recognized convenience store chain,

remains in a constant compete for market share despite establishing an impressive presence
across various countries globally. Thus, we conduct a SWOT analysis in order to gain a more
comprehensive understanding of the company's strategic position and potential opportunities
for growth. This analysis aims to uncover the internal strengths and weaknesses of FamilyMart,
as well as the external opportunities and threats it faces in the competitive environment.
Through careful analysis of these elements, FamilyMart may identify its strengths,
shortcomings, and chances for innovation and overcome problems in the hectic convenience
store market.

Let's explore the key parts of Family Mart's SWOT analysis to gain insights into its
present position and strategic potential.

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8.0 DISCUSSION AND RECOMMENDATION
8.1 STRENGTHS

Let's begin by analyzing the strengths of FamilyMart, which have attracted significant
attention and recognition for the company. These strengths have played a crucial role in
establishing FamilyMart as a major player in the convenience retail sector. Our analysis of
these strengths will show how they have helped the company succeed and gain a competitive
edge. Firstly, Firstly, FamilyMart's strong financial position serves as a key strength, as
evidenced by several factors. The company consistently generates strong revenue streams
through its wide network of stores and varied product offerings. As seen in its most recent
annual report, FamilyMart experienced a significant increase in total revenue compared to the
previous fiscal year, showing a robust sales performance. The prices of items sold in
FamilyMart are unexpectedly high compared to those in lesser-known convenience stores or
some big shopping malls. Despite the higher pricing, customers are drawn to FamilyMart due
to the value they see in its wide range of products, convenient locations, and excellent customer
service. Furthermore, FamilyMart stands out from its competitors by consistently offering a
wide range of high-quality products, such as unique snacks, convenient ready-to-eat meals, and
specialty items. With its focus on quality and variety, FamilyMart has become a top pick for
customers who seek convenience without compromising product quality or selection.

Moreover, FamilyMart demonstrates effective cost management practices, leading to

healthy profit margins. By optimizing operational expenses and supply chain efficiencies, the
company maximizes profitability while maintaining competitive pricing for customers. This is
evident in its financial statements, where FamilyMart consistently achieves favorable gross and
net profit margins relative to industry benchmarks. Other than that, the company's ability to
attract investment and secure financing further highlights its financial strength. The company's
effective fundraising endeavors, including bond issuances and equity offerings, illustrate
investor trust in its potential for growth and financial resilience. To be specific, FamilyMart's
strong financial performance, as evidenced by its revenue growth, profitability, access to
capital, and balance sheet strength, positions the company as a formidable player in the
convenience retail industry. FamilyMart’s profitability ratios, such as return on assets and
return on equity, consistently outperform industry averages. These metrics indicate that
FamilyMart generates high profits relative to its assets and shareholders’ equity, reflecting
efficient use of resources and strong operational performance. Furthermore, the nationwide use

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of regional coupons began, which was a factor in increased sales of products such as
confectionary and alcoholic beverages and boosted sales per customer. Sales were strong for
Gochimusubi, a new series of delicious and meticulously chosen ingredients launched on
October 6, 2020, which contributed to an increase in the existing sales of rice dishes.

FamilyMart’s financial strength is a cornerstone of its success in the convenience retail

industry. Stable cash flow not only ensures the company's ability to meet its financial
obligations but also provides the necessary resources to invest in growth initiatives and return
value to shareholders through dividends or share buybacks. In summary, FamilyMart’s
financial strength is multifaceted, encompassing stable cash flow, efficient working capital
management, strong profitability ratios, and a conservative approach to leverage. These factors
collectively contribute to the company’s resilience, competitiveness, and ability to create long-
term value for its stakeholders amidst a dynamic and challenging business environment.

Secondly, FamilyMart's significant brand awareness is a key factor contributing to its

success in the fiercely competitive convenience retail market. With its ubiquitous presence
across Asia and beyond, FamilyMart has become synonymous with convenience, quality, and
reliability. For instance, it is obvious that other well-known convenience stores, including
Seven Eleven and Lawson, are outnumbered by FamilyMart. Even though all the convenience
stores, except for FamilyMart, are grouped together, they still pale in comparison to the sheer
number of outlets at FamilyMart. Therefore, FamilyMart stores are significantly more
accessible than other convenience stores, allowing students to make quick purchases before
their classes. Besides that, FamilyMart’s widespread network of stores serves as a testament to
its strong brand presence. From bustling urban centers to remote rural areas, FamilyMart outlets
are a familiar sight, offering customers easy access to a wide range of products and services.
Through strategic expansion initiatives, FamilyMart has solidified its position as a market
leader, continuously expanding its footprint into new geographic markets and territories. This
extensive reach not only enhances brand visibility but also reinforces customer trust and
loyalty.

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 Lastly, FamilyMart has consistently thrived due to its diverse product offerings. This
report aims to investigate how the wide variety and depth of products at FamilyMart give it an
edge over its competitors. As we already know, FamilyMart offers a comprehensive selection
of consumer goods, ranging from snacks and beverages to daily necessities. The purpose is to
ensure that customers find what they need under one roof. By offering both local and
international brands, FamilyMart appeals to a broad customer base, enhancing its market reach
and penetration. In particular, the chain provides convenient and affordable meal solutions for
busy individuals, from sandwiches and salads to bento boxes and hot meals.

Furthermore, one of FamilyMart's strengths lies in its localization strategy, which

involves tailoring product assortments to suit regional preferences and trends. This localized
strategy not only boosts sales but also cultivates a sense of belonging among customers,
strengthening their loyalty to the brand. When customers feel that a store understands and caters
to their needs, they are more likely to develop a sense of loyalty towards the brand. They
appreciate the effort made to accommodate their preferences, which strengthens their
emotional attachment to FamilyMart. This emotional connection goes beyond transactional
relationships, leading to repeat visits and positive word-of-mouth recommendations within the
community.

In summary, FamilyMart is a significant player in the convenience store sector,

supported by three key strengths that drive its ongoing success. This financial stability not only
supports strategic investments and expansion plans but also inspires trust among stakeholders,
strengthening FamilyMart's position in the market and paving the way for future growth. This
strong brand recognition not only drives customer acquisition and retention but also provides
a platform for innovation and differentiation, enabling FamilyMart to stay ahead of competitors
and capture new opportunities. Last but not least, FamilyMart's combination of strong financial
performance, robust brand recognition, and diverse product offerings forms a winning formula
that fuels its continued growth and leadership in the convenience store industry.

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 8.2 WEAKNESSES

Next, we'll talk over some of FamilyMart's weaknesses. Despite having various
strengths, there are still certain things that could be done better. The first noticeable flaw is the
small amount of space available in the majority of FamilyMart locations. The limited floor area
of many FamilyMart outlets makes expansion difficult. The store's ability to serve clients who
want to dine in or spend time there is limited by its tiny structure, which makes it difficult to
install more workstations, chairs, or lounging places.As a result, this limitation may have an
impact on the satisfaction of customers, especially for individuals who would rather enjoy their
products in person.

Moreover, the lack of space can hinder the introduction of new product lines or services,
which could otherwise enhance the overall shopping experience. Addressing these space limits
is critical for FamilyMart to improve customer service and broaden its offerings. In addition,
some FamilyMart stores face challenges in providing a wide variety of goods due to the limited
size of their retail areas. Because of this limitation, each store must be extremely careful with
its inventory, frequently resulting in a narrower range of products compared to larger
competitors.

Consequently, it is critical for FamilyMart to carefully monitor and analyze sales data
to discover which items are best sellers and which perform badly. Understanding consumer
preferences and purchase trends allows FamilyMart to optimize its product selection, ensuring
that the most popular and important items are constantly available while reducing or
eliminating less popular ones.

However, the ongoing need for precise inventory management can be a major
operational problem, requiring smart data analytics and a responsive supply chain that can react
quickly to changing customer demands. Thus, while limited space is a constraint, it also
requires a more dynamic and customer-focused approach to inventory management.

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 Second, another big flaw in FamilyMart is the cost of employee training. The company
invests considerable resources in training new hires, making sure they are knowledgeable about
customer service, store operations, and other duties essential to the smooth operation of a
convenience store.

Nevertheless, because of the high turnover rates, this investment frequently does not
pay off in the long run. FamilyMart often finds it difficult to keep workers on for longer periods
of time due to the demanding nature of the labor, which involves long hours and the need to
operate 24 hours a day.

The 24-hour operation model necessitates an ongoing rotation of workers to cover all
shifts, including night shifts, which may be less appealing to some employees. This might cause
staff burnout and dissatisfaction, pushing them to quit the organization sooner than expected.
As an outcome, FamilyMart faces a continuous cycle of hiring and training new staff, which
not only adds to the company's costs but also disturbs store operations and service quality
consistency.

Furthermore, a lack of long-term staff members can have an impact on customer service
because experienced employees are more likely to deliver informed and efficient service than
newly trained workers who are still learning the basics. The constant turnover also makes it
difficult to develop a cohesive and experienced team, which can have an impact on the store's
overall atmosphere and productivity.

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 The final weakness we discovered for FamilyMart is their limited online presence.
Despite being a key participant in the convenience store industry, FamilyMart locations lag
behind competitors in terms of implementing robust online ordering and delivery systems. This
gap is a big disadvantage in today's industry, where digital ease is essential.

Moreover, creating and maintaining a competitive online platform necessitates a

significant investment in technical infrastructure, software development, and ongoing support.
This can be a frightening issue, particularly for a corporation that has traditionally relied on
places of business. However, such an investment is essential for being relevant and competitive
in an increasingly digital world. Without a strong web presence, FamilyMart risks losing
market share to more technologically advanced competitors.

A limited internet presence also has a huge influence on customer reach. In today's
world, where the majority of purchasing is done online, a weak digital platform limits
FamilyMart's ability to attract and retain customers who prefer or even rely on digital shopping
experiences. This includes younger, more technologically savvy consumers, who are
increasingly becoming the dominant spending generation.

Lastly, the absence of a competitive internet platform restricts FamilyMart's capacity

to expand its market reach. In remote areas or places with a low physical retail presence, an
online platform could fill the need, providing services to customers who would otherwise be
out of reach. Furthermore, the integration of mobile apps, loyalty programs, and personalized
marketing via digital channels can considerably boost customer engagement and satisfaction.

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 8.3 OPPORTUNITIES

FamilyMart, a prominent player in the convenience store industry, works in a highly

dynamic and fiercely competitive business landscape. Despite facing significant challenges,
the organization nevertheless has numerous opportunities to strengthen its position and
promote growth. Strategic partnerships and collaboration represent some of the best
opportunities. The reason why is that partnerships and collaborations on a strategic level
provide FamilyMart with a substantial opportunity to increase its market presence, enhance its
product selection, and streamline its operations. Through strategic partnerships, FamilyMart
can capitalize on synergistic effects that foster both innovation and consumer satisfaction.

As a result, companies are able to pool resources, share expertise, and cut costs by
forming partnerships in the highly competitive retail industry. FamilyMart can explore new
growth opportunities by collaborating with other companies, including introducing new
product lines and entering untapped markets. FamilyMart may also be able to stay ahead of
market trends and more successfully address customers' ever-changing demands through
partnerships, as well as pursue a variety of different types of partnerships, including those with
other retailers, supply companies, and technology firms. Collaboration with technology
companies, for example, can assist FamilyMart in implementing advanced digital solutions like
AI-driven inventory management and personalized marketing. Furthermore, when FamilyMart
collaborates with local suppliers, it may improve the diversity and freshness of its products,
which will appeal to customers who are concerned about their health. Joint ventures with other
retailers can facilitate both market expansion and the sharing of operational best practices.

These strategic partnerships have a chance to result in enhanced client loyalty, increased
sales, and improved market share. Enhanced product offerings and innovative service solutions
have the potential to attract a larger client base and differentiate FamilyMart from its
competitors, and operational efficiencies gained through collaborations can also result in cost
savings and better profit margins. According to a report by Statista, the global retail market is
expected to grow by 5.7% annually, reaching approximately $28 trillion by 2024. Thus,
strategic partnerships can help FamilyMart capture a larger share of this expanding market.
Moreover, according to a study by McKinsey, companies that engage in strategic partnerships
grow 25% faster than those that don’t.

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 Thus, partnerships are the lifeblood of modern business innovation, and for
FamilyMart, they are the key to unlocking a treasure trove of opportunities in an ever-evolving
retail landscape. As a result, partnerships are essential to the innovation process in
contemporary companies, and they hold the key to a wealth of opportunities in the dynamic
retail industry that FamilyMart seeks to exploit. As a result, FamilyMart has been involved in
several notable collaborations and partnerships recently, enhancing its brand presence and
customer engagement through themed products and events. For instance, in Malaysia,
FamilyMart launched a Pokémon-themed food and merchandise campaign from February to
April 2024. This collaboration included Pokémon-inspired menu items such as Bulbasaur
Passion Pine, Avocado Latte, Avocado Milk Tea, and a new dessert called Gengar’s Treat
Sofuto. Customers could also purchase themed merchandise like pouches, tote bags, and lunch
boxes, with exclusive offers for FamilyMart members. (The official Pokémon website in
Malaysia, 2024).

Through a proactive search for and establishment of strategic partnerships, FamilyMart may
not only negotiate the complexities of current markets but also create the conditions for
sustained growth and industry leadership. Using collaboration as a fundamental approach
would allow FamilyMart to quickly and precisely address its customers' future needs and take
advantage of new trends.

Figure 5: it shows the collaboration between

FamilyMart and Pokemon.

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 The second golden opportunity for FamilyMart lies in expanding its digital retail
presence. With the rise of e-commerce and changing consumer behaviors, digital platforms
offer vast potential for growth. As a result, consumers increasingly prefer the convenience of
online shopping, and even the COVID-19 epidemic has exacerbated this trend. By enhancing
its digital retail capabilities, FamilyMart can expand its customer base while improving
convenience for its customers, as well as offer an efficient e-commerce platform and mobile
application to streamline online orders and deliveries.

In addition, using digital payment options and loyalty programs can improve the
consumer experience and boost online sales. Entering the digital retail market can result in
higher sales, increased customer engagement, and enhanced brand devotion. Additionally, it
enables FamilyMart to collect vital customer information, which in turn enables the company
to engage in tailored marketing and improve inventory management. According to e-Marketer,
e-commerce sales worldwide are projected to reach $6.4 trillion by 2024. As a result, taking
advantage of this expanding market has the potential to dramatically increase FamilyMart's
income.

For instance, FamilyMart has been actively expanding its digital retail presence in
Malaysia, enhancing the convenience and accessibility of its services. A notable initiative is
the introduction of FamilyMart Mini 'Smart Kiosks'. Essentially, these kiosks function as high-
tech vending machines, restocked daily with a variety of fresh food and beverages. Initially
situated at Shell Karak Highway 2, these kiosks feature large touch screens for effortless
selection and facilitate various eWallet payments, including Touch 'n Go eWallet, Maybank
QR Pay, GrabPay, and Boost, in addition to credit and debit cards (SoyaCincau, 2021). Another
example is that FamilyMart has adopted digital payment solutions in an effort to streamline
transactions and increase consumer convenience. This entails establishing collaborations with
multiple e-wallet providers and integrating mobile payment systems into their physical
locations, particularly in markets like Japan and Taiwan (Yicai Global, 2024).

All in all, in today's era, having a strong and extensive online presence is not just
advantageous, but essential. So, adopting digital retail will be essential for FamilyMart's future
success. By placing significant emphasis on digital transformation, FamilyMart can guarantee
its sustained relevance and competitiveness within the rapidly shifting retail sector. Moreover,
strategic investments in digital infrastructure and the creation of innovative digital offerings
can lead to effective growth and satisfied customers.

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 Last but not least, there is a huge opportunity for FamilyMart to expand its retail
network as the global population grows, especially in urban areas. This expansion is part of a
planned strategy to establish FamilyMart as a leading retailer of commodities and convenience
products in rapidly developing areas, not just to accommodate growing populations. By
capitalizing on this population increase, FamilyMart can expand its market presence and more
effectively meet the needs of a diverse and growing customer base.

Urbanization is a key driver of population growth, with more people flocking to cities
in search of better opportunities and living standards. According to the United Nations, over
50% of the global population currently resides in urban areas, a figure expected to rise to 68%
by 2050 (Economics Help, 2021). This demographic shift creates fertile ground for FamilyMart
to plant new stores. Also, urban areas may have a significant concentration of potential
customers who prefer the convenience of nearby retail shops for their daily needs. Hence, the
expansion into these highly populated areas is in line with FamilyMart's objective of offering
convenient and effective shopping experiences.

The expansion process entails meticulous and systematic planning as well as strategic
location selection. FamilyMart may use demographic data to identify high-growth areas that
have insufficient retail infrastructure. Targeting these locations allows the company to
strategically position new stores to efficiently cater to the largest customer base. In order to
enhance its market reach, FamilyMart can strategically partner with real estate developers and
local businesses, thereby facilitating smooth growth into new markets. This strategy not only
enables swift growth but also integrates FamilyMart into the fabric of local communities,
fostering brand loyalty and customer trust.

The expansion of FamilyMart's store network will significantly influence its market
presence and extend its customer reach. An increased number of stores leads to enhanced
visibility and accessibility, resulting in more foot traffic and sales volumes. In addition, having
an expanded geographic presence enables FamilyMart to broaden its sources of income and
reduce the risks related to market saturation in particular areas. Furthermore, this pattern of
expansion also enables FamilyMart to enhance its competitiveness against other prominent
retail multinational companies, thereby solidifying its reputation as a well-known brand in the
convenience store industry.

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 As urbanization proceeds, FamilyMart is well-positioned to turn its expansion strategy
into an effective development engine. By entering the dynamic metropolis markets,
FamilyMart may capitalize on the peak of population growth and ensure that its stores become
essential parts of millions of urban people's daily lives. FamilyMart's objective is not simply to
open more stores but also to become the city's preferred choice for quality and convenience.

Overall, FamilyMart's projected growth in reaction to the increase in urban population

is a risky move that holds immense opportunity. By strategically expanding its store network,
FamilyMart can reach more customers, improve its market presence, and maintain its
prominence in the retail sector. This proactive approach to market expansion demonstrates
FamilyMart's commitment to satisfying shifting customer demands and maintaining a
competitive market position. As urban populations continue to rise, FamilyMart is well-
positioned to seize this opportunity and drive sustained growth and success.

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 8.4 THREATS

One of the threats to FamilyMart is the high level of competition in the convenience
store industry. As everyone knows, FamilyMart is a famous convenience store, especially in
Asia. This threat has led to several challenges for FamilyMart, including market saturation,
price wars, and brand differentiation.

Market saturation for FamilyMart refers to the situation where there are already
numerous convenience stores, including FamilyMart outlets, in a particular market or
geographic area. In many city areas, there may already be numerous convenience stores. This
saturation makes it difficult for FamilyMart to stand out and attract customers, particularly if
competitors offer similar products and services. In saturated markets, there may be limited
opportunities for FamilyMart to open new stores without cannibalizing its own sales or
competing directly with existing locations. This can slow down the company's expansion plans
and limit its ability to capture additional market share.

Next, intense competition can lead to price wars, where convenience stores continually
lower prices to attract customers. This can erode profit margins for all players in the industry,
including FamilyMart, and make it challenging to maintain profitability. Price wars can
condition customers to expect lower prices, which may lead to a reluctance to pay higher prices
in the future. This can create a cycle where FamilyMart must continually lower prices to remain
competitive, further squeezing profit margins. Sustaining a prolonged price war can put
financial strain on FamilyMart, especially if profit margins are already thin. The company may
struggle to invest in innovation, marketing, or other areas essential for long-term growth and
competitiveness.

Moving forward, with so many convenience stores looking for customers' attention,
FamilyMart must find ways to differentiate itself from competitors. This might involve
emphasizing unique product offerings, focusing on customer service, or creating marketing
campaigns that highlight the brand's values and identity. Brand differentiation for FamilyMart
involves creating a distinct identity and value proposition that sets it apart from competitors in
the convenience store industry. FamilyMart can differentiate itself by offering a diverse range
of products not commonly found in other convenience stores.

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 This could include exclusive snacks, ready-to-eat meals, or specialty items sourced
from local suppliers. By offering unique products, FamilyMart can attract customers seeking
variety and novelty.

The second threat we discovered is economic sensitivity. Economic sensitivity for

FamilyMart refers to how the company's performance and operations are influenced by changes
in the broader economy.

FamilyMart's target demographic typically includes individuals or households with

disposable income to spend on convenience items. Economic factors such as unemployment
rates, wage growth, and inflation can impact disposable income levels, affecting consumers'
ability to make purchases at FamilyMart. During economic downturns, disposable income may
decrease, leading to reduced spending at convenience stores.

Economic factors such as fluctuating fuel prices, currency exchange rates, and
transportation costs can have an impact on FamilyMart's supply chain expenses. Higher costs
associated with sourcing and distribution can squeeze profit margins, particularly if the
company is unable to pass these costs onto consumers through price increases. Economic
sensitivity requires FamilyMart to closely monitor and manage supply chain costs to maintain
profitability in changing economic environments.

Our last research threat to FamilyMart is the rising cost of raw materials. This generally
has significant implications for the company's operations, profitability, and pricing strategies.

When the prices of raw materials used to produce or procure products sold in
FamilyMart stores rise, the cost of goods sold increases. This directly impacts the company's
profit margins, as the higher cost of goods sold reduces the gross profit earned on each sale.
Rising raw material costs may influence FamilyMart's product selection and quality standards.
The company may need to reevaluate its product offerings, sourcing decisions, and quality
control measures to manage costs while maintaining customer satisfaction and loyalty.

In conclusion, FamilyMart faces several threats in its business environment that require
careful attention and strategic management. If these threats are not addressed immediately, they
can have an impact on the company's long-term performance.
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 8.5 SUMMARY OF SWOT

8.6 RECOMMENDATION

Here are some recommendations for FamilyMart to utilize and maintain its strengths, minimize
it weaknesses, take advantage of opportunities, and minimize or eliminate threats:

UTILIZE AND MAINTAIN STRENGTHS

FamilyMart has been able to maintain its strong financial position by expanding and
diversifying its variety of products. Additionally, the company has consistently demonstrated
innovation and growth through its line of high-quality and distinctive offerings, such as ready-
to-eat meals, snacks, and specialty products. With the use of top-notch ingredients and a
commitment to adapting to various tastes, FamilyMart has the potential to attract a broader
customer base and experience a substantial increase in revenue. In particular, It is crucial for
them to prioritize obtaining local and organic ingredients in order to appeal to health-conscious
consumers. In addition, it is essential for them to frequently introduce seasonal goods and
limited-time deals to maintain an engaging and dynamic product mix. This can inspire
customers to come back again and again, creating a feeling of excitement to try out new items
before they run out.

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MINIMIZE WEAKNESSES

FamilyMart may need to look into a number of tactics to increase employee retention
in order to handle the issue of staff training costs. Some of these strategies involve offering
better compensation packages that include competitive salaries, comprehensive benefits, and
performance-based bonuses. Additionally, implementing more flexible working hours can help
employees achieve a better work-life balance, making the company a more attractive place to
work. Employees can be encouraged to stay longer and make more investments in their careers
at FamilyMart by offering them options for career advancement inside the organization, such
as through mentorship, professional development programs, and clear pathways for promotion.
This action could reduce turnover rates, decrease the ongoing costs associated with training
new staff, and enhance the overall customer experience.

TAKE ADVANTAGE OF OPPORTUNITIES

In the highly competitive convenience store industry, Family Mart has the potential to
benefit from significant advantages by developing partnerships and collaborations. The first
crucial aspect of this strategy involves identifying potential partners who can enhance and
strengthen Family Mart's business operations. Retailers are a clear choice for potential
collaboration. Through collaboration with other retail chains, Family Mart has the chance to
benefit from the exchange of efficient practices, the opportunity to co-develop new product
lines, and the ability to expand its market presence. Collaborating with others can result in the
development of innovative goods that adapt to shifting consumer preferences, ultimately
boosting customer satisfaction and loyalty. Utilizing joint advertising and co-branded
merchandise can significantly enhance brand recognition and expand the customer base. In
addition, suppliers, especially those in the local area, are an important group for potential
business partners. Through strategic partnerships with local suppliers, Family Mart organizes
a wide range of fresh and diverse products that appeal to the recognizing tastes of health-
conscious shoppers. Emphasizing the importance of sourcing products locally not only
enhances the attractiveness of the available goods, but also contributes to the growth of the
local economy and promotes eco-friendly practices. By fostering collaborations, Family Mart
can differentiate itself from competitors by providing innovative, top-notch, and fresh products
that adapt to the increasing customer demand for healthier options.

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MINIMIZE OR ELIMINATE THREATS

FamilyMart faces a big challenge from rising raw material costs, which could affect its
pricing and profitability strategies. To resolve this problem, FamilyMart should negotiate with
suppliers to obtain advantageous contracts and possibly lock in prices for necessary supplies.
Long-term contracts allow the business to protect itself from market downturns by achieving
cost stability and predictability. Additionally, FamilyMart can consider rearranging the
products it offers in order to give priority to those that use fewer raw materials, or it may look
into creative ways to make goods more quickly. One instance of FamilyMart upgrading its
product lineup to give priority to goods that require fewer raw materials is by emphasizing the
promotion of more locally produced and fresh vegetables in its retail locations. FamilyMart
should reduce its overall dependence on expensive raw materials by highlighting products such
as fruits, vegetables, and locally sourced snacks, which often have lower raw material costs
than heavily processed or imported goods.

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9.0 CONCLUSION

Family Mart is an international convenience store business that originated in Japan and
was launched in 1981.The company opened its first store in China in 1988. FamilyMart is
known for its Japanese-inspired snacks and ready-to-eat meals.

This report used secondary sources to research FamilyMart, concentrating on its

history, main concerns, and SWOT analysis. By visiting FamilyMart's official website, we
learned about the company's vision, mission, objectives, and organizational structure, as well
as its emphasis on fresh food selections. Furthermore, to identify obstacles, we searched
Google Scholar for trustworthy sources from 2020 to 2024, revealing the issues.

Aside from that, this study had additional limitations, such as arranging schedules and
communicating efficiently, which we found difficult due to various personal commitments.
Furthermore, because FamilyMart is a private company, we were limited in our ability to
conduct an in-depth investigation.Balancing the scope and complexity of our research was also
difficult because covering too many fields risks producing a shallow analysis, whereas focusing
too narrowly may overlook larger strategic issues. This underlined the importance of balancing
wide coverage with in-depth analysis in order to gain an accurate understanding of the
organization.

To begin, FamilyMart's assets have brought it to the front lines of the convenience retail
market, including a strong financial position that generates steady revenue from its wide store
network and broad product offerings. Furthermore, FamilyMart differentiates itself from
competitors by offering a wide range of premium goods, such as unique snacks and ready-to-
eat meals. The company also maintains high profit margins by reducing operational costs and
increasing supply chain efficiencies. These strengths have a major effect on FamilyMart's
business and market competitiveness.

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 Despite its varying strengths, FamilyMart may perform better in several aspects due to
a few shortcomings that affect its operations and customer satisfaction. This includes
FamilyMart's limited space, which limits dining-in options, and long operating hours that result
in high turnover rates, increasing training costs, and disrupting store operations. The lack of a
robust online ordering and delivery system has also become a significant disadvantage for the
company in this digital age.

Moreover, FamilyMart operates in a competitive and dynamic business that offers

numerous opportunities for advancement. Strategic partnerships and collaborations present a
significant opportunity. These can assist FamilyMart in increasing its market presence,
expanding its product variety, and improving efficiency. Consequently, this fosters innovation
and enhances the customer experience.

Finally, FamilyMart continues to confront significant worries from high competition in

the convenience store industry. These problems include market saturation, which makes it
difficult for FamilyMart to stand out. Then, intense rivalry causes frequent price decreases,
which reduce profit margins and make it harder to maintain profitability.Finally, in order to
remain competitive in a crowded industry, FamilyMart must differentiate itself through unique
product offerings, exceptional customer service, and effective marketing efforts.

Last but not least, by examining these characteristics, Family Mart may determine its
own abilities, weaknesses, and potential for innovation. Additionally, it may improve its
customer service and operational efficiency, as well as overcome challenges in this competitive
convenience store sector.

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10.0 REFERENCES

INTERNET

• Kousalya Selvam. (2024, February 05). Malaysians now boycotting Family Mart due
to links with Israeli company. SinarDaily.my. Retrieved from
Malaysians now boycotting Family Mart due to links with Israeli company - Sinar Daily

• KYODO NEWS. (2024, May 07). 12% of Japan convenience stores not open 24 hours
amid labor shortage. Kyodo New. Retrieved from
12% of Japan convenience stores not open 24 hours amid labor shortage
(kyodonews.net) .

• Camillia Dass. (2024, February 06). FamilyMart MY brand sentiments plummet

following calls for boycott over Israel links. Marketing-Interactive. Retrieved from
FamilyMart MY brand sentiments plummet following calls for boycott over Israel links
| Marketing-Interactive .

• The official Pokémon website in Malaysia. (2024, August 03). FamilyMart Malaysia
Launches Special Pokemon-Themed Food & Offerings. Retrieved from
FAMILYMART MALAYSIA LAUNCHES SPECIAL POKÉMON-THEMED FOOD
& OFFERINGS | Kempen / Event | The official Pokémon Website in Malaysia (portal-
pokemon.com) .

• Celine Low. (2024, February 21). FamilyMart Teams Up With 'Pokémon' For New,
Limited-Time Ice Cream Flavour & Menu. SAYS. Retrieved from
FamilyMart Teams Up With 'Pokémon' For New, Limited-Time Ice Cream Flavour &
Menu (says.com) .

• Dzamira Dzafri. (2021, September 2021). FamilyMart Malaysia debuts their Mini
‘Smart Kiosk’ that stocks fresh food and drinks daily. SoyaCincau. Retrieved from
FamilyMart Malaysia debuts their Mini 'Smart Kiosk' that stocks fresh food and drinks
daily - SoyaCincau .

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 • Le Yan. (2024, March 04). Japan’s FamilyMart, Chinese Partner Make Peace, Agree
on New Tie-Up for Future Expansion. YICAI. Retrieved from
Japan’s FamilyMart, Chinese Partner Make Peace, Agree on New Tie-Up for Future
Expansion (yicaiglobal.com) .

• Tejvan Pettinger. (2021, November 26). Advantages and disadvantages of population

growth. Economics Help. Retrieved from
Advantages and disadvantages of population growth - Economics Help .

• The official FamilyMart Malaysia website. (2024). FamilyMart Services. Retrieved

from https://www.familymart.com.my/services.html .

• The official FamilyMart Malaysia website. (2024). FamilyMart Products. Retrieved

from https://www.familymart.com.my/products.html .

• Familmart. (2024). FamilyMart’s Vision and philosophy. Retrieved from

https://www.family.com.tw/web_enterprise/page/business_en.aspx

• FamilyMart. (2024, May 28). FamilyMart's mission and vision, recognition and awards.
Business abc. Retrieved from https://businessabc.net/wiki/family-mart .

JOURNAL ARTICLE

• Wenbo Du. (2021). Analysis of FamilyMart Convenience Store. Atlantis Press.

Retrieved from file:///C:/Users/hxfdz/Downloads/125966019%20(2).pdf

• Boleslaw Rafal Kuc, Kazimierz Wackowski, Nguyen Minh Duc, To Thi Kim Hong,
(2021). Factors Impacting Customers Satisfaction at Ministop, FamilyMart, and
Coopsmile Convenience Stores in Vietnam. ResearchGate. Retrieved from
file:///C:/Users/hxfdz/Downloads/3-2-8-780.pdf .

• Nurhafizah Zainal, (2021, October) , Impact of service quality on consumer's purchase

intentions: Evidence from convenience stores in Nilai, Negeri Sembilan, Malaysia.
Retrieved from
https://ijbmcjournals.org/wp-content/uploads/2021/09/ijbmc-vol-1-2-12.pdf .
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11.0 APPENDICES

The pictures above show FamilyMart's logo.

The picture above shows the CEO of Malaysia’s FamilyMart, Dato’ Seri Michael Tio.

The picture above shows FamilyMart

The picture above shows FamilyMart’s Malaysia’s statement regarding the
initiative to gain more profit by accusations of supporting genocides.
offering delivery services.

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