Effects of POS Systems on Operational Efficiency and Customer Satisfaction in Quick-Service Restaurants
Source: Journal of Hospitality and Tourism Technology, Volume 11, Issue 3, 2023 Introduction The quick-service restaurant industry is highly competitive, with success often hinging on operational efficiency and customer satisfaction. In recent years, the adoption of advanced Point of Sale (POS) systems has become a key strategy for improving these critical aspects. This study explores the effects of specialized POS systems on operational efficiency and customer satisfaction in quick-service restaurants, providing insights into how technology can transform restaurant operations. Methodology To assess the effects of POS systems, this study analyzed data from 50 quick-service restaurants over a one-year period. The participating restaurants were located in various regions, ensuring a diverse sample. Each restaurant implemented a new POS system designed to enhance order accuracy, reduce customer wait times, and improve inventory management. Data were collected through a combination of surveys, operational metrics, and customer feedback. Data Collection Methods: Surveys: Employees and managers were surveyed to gather qualitative data on the perceived impact of the POS systems. Operational Metrics: Data on order accuracy, customer wait times, and [...]