Title: The difference of customer satisfaction and loyalty on the use of point of sale

Authors: Yuhelmi Yuhelmi; Surya Dharma; Mery Trianita

Addresses: Department of Management, University of Bung Hatta Padang, Indonesia ' Department of Management, University of Bung Hatta Padang, Indonesia ' Department of Management, University of Bung Hatta Padang, Indonesia

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.

Keywords: point of sale; POS; loyalty; customer satisfaction.

DOI: 10.1504/IJAMS.2021.119750

International Journal of Applied Management Science, 2021 Vol.13 No.4, pp.292 - 301

Received: 24 Jan 2019
Accepted: 03 Oct 2019
Published online: 20 Dec 2021 *

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