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

Author

Listed:
  • Yuhelmi Yuhelmi
  • Surya Dharma
  • Mery Trianita

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.

Suggested Citation

  • Yuhelmi Yuhelmi & Surya Dharma & Mery Trianita, 2021. "The difference of customer satisfaction and loyalty on the use of point of sale," International Journal of Applied Management Science, Inderscience Enterprises Ltd, vol. 13(4), pages 292-301.
    • Handle: RePEc:ids:injams:v:13:y:2021:i:4:p:292-301
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