Point of Sales System and the Interrelationship with Customer Service

Abstract

The point of sale (POS) system is a key element in any retail business, as it is responsible for processing customer payments. Zara's POS system runs on a DOS operating system, which is now end-of-life (EOL). This research study will analyze the impact of the POS system on customer service at Zara's store in Dundrum Town Centre, Dublin. The study will use a mixed methods approach, combining qualitative interviews with managers and employees with quantitative surveys of customers. The study will seek to answer the following research questions; (1) What are the impact of the POS system on customer service at Zara's store in Dundrum Town Centre? (2) How does the POS system impact employees' job satisfaction and motivation? (3) What are the potential benefits of upgrading the POS system to a newer, more supported platform? The findings of this study will be of interest to Zara's management, as well as other retailers who are using or considering using similar POS systems.