PENGARUH IMPLEMENTASI SISTEM POINT-OF-SALE (POS) BERBASIS CLOUD TERHADAP PENINGKATAN LAYANAN PELANGGAN

Abstract

The advancement of cloud computing technology has transformed the retail industry landscape, particularly through the adoption of cloud-based Point-of-Sale (POS) systems. This system not only simplifies store operations management but is also believed to improve the quality of customer service. However, studies that directly measure the impact of cloud-based POS implementation on customer experience and satisfaction remain limited. This study aims to explore the influence of cloud-based POS technology on enhancing customer service in the retail sector in Indonesia. This research employs a quantitative approach with a survey method. Data were collected from 100 respondents consisting of customers and retail store managers who have been using cloud-based POS systems for over a year. Data analysis was conducted using simple linear regression to determine the relationship between cloud-based POS system implementation (independent variable) and customer service improvement (dependent variable). The results show that the implementation of a cloud-based POS system has a significant and positive impact on improving customer service. The regression coefficient of 0.765 indicates that each improvement in cloud-based POS implementation contributes to an increase in customer service quality, including transaction speed, product information accuracy, and service personalization. An R-squared value of 63.4% indicates that most of the variation in customer service improvement can be explained by the use of cloud-based POS. This research makes a new contribution by demonstrating that cloud-based POS technology not only enhances operational efficiency but also significantly improves the quality of interaction and customer satisfaction. These findings can serve as a reference for retail industry players in adopting cloud-based POS technology as a strategy to enhance customer service and business competitiveness.