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

Yuhelmi, Yuhelmi and Dharma, Surya and Trianita, Mery (2021) The difference of customer satisfaction and loyalty on the use of point of sale. International Journal of Applied Management Science, 13 (4). pp. 292-301. ISSN 1755-8921

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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.

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Yuhelmi Yuhelmi
Date Deposited:	10 May 2023 01:22
Last Modified:	12 May 2023 02:07
URI:	http://repo.bunghatta.ac.id/id/eprint/13162

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