The difference of customer satisfaction and loyalty on the use of point of sale
by Yuhelmi Yuhelmi; Surya Dharma; Mery Trianita
International Journal of Applied Management Science (IJAMS), Vol. 13, No. 4, 2021

Abstract: The purpose of this study is to empirically test the differences in customer satisfaction and loyalty from the minimarket service in using a point of sale (POS) system application based on the level of system utilisation. From 243 respondents, the results showed that there were differences in satisfaction between the high level of POS utilisation and the low level, but there was no difference in customer loyalty. This proves that the use of POS can satisfy customers, but does not always make them loyal because customers prefer to shop at minimarkets that are close to their homes even though the POS utilisation level is still low. Future research is suggested to examine the influence of minimarket locations on customer loyalty.

Online publication date: Mon, 20-Dec-2021

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Applied Management Science (IJAMS):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com