Benefits and Challenges of Point-of-Sale (POS) Systems in the Customer Experience at Restaurants in Manta
DOI:
https://doi.org/10.56124/claustro.v6i11.009Keywords:
Information technology, computer systems, administration, quality control, scientific innovationsAbstract
This study analyzed the benefits and challenges of point-of-sale (POS) systems for customer experience in restaurants in Manta. A mixed-methods, descriptive, non-experimental, cross-sectional approach was used. The quantitative component comprised five-point Likert-scale surveys administered to 70 customers; the qualitative component was based on eight interview records from informants involved in restaurant management and operations. Quantitative data were examined using frequencies and percentages, while the interviews underwent thematic analysis and were integrated through triangulation. Customers reported favorable evaluations of service speed and efficiency (80.0%), payment agility and accuracy (84.2%), correct order registration (84.2%), confidence during service (77.1%), and overall satisfaction (82.9%). Across the interviews, all eight cases recognized benefits related to control and organization and considered the investment favorable; all eight identified staff training or adaptation as a critical condition, seven reported technical or performance failures, four mentioned dependence on electricity or connectivity, and two identified limitations in technical support. Integration of the findings shows that customer-perceived benefits converge with informants’ operational assessments, while the latter reveal internal risks that are less visible to diners. POS systems can strengthen customer experience and restaurant management when adoption is supported by continuous training, technical assistance, and contingency protocols.
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