Research Ethics Approval Form

The provided assignment details a step-by-step guide for researchers to follow in order to obtain research ethics approval. The form asks specific questions about participant recruitment, informed consent, data storage and security, and potential ethical issues that may arise from the research. This process is crucial in ensuring that human participants are treated with respect and dignity, and that their rights are protected.

RESEARCH PROJECT

TABLE OF CONTENTS
LO 1.................................................................................................................................................1
1.1 Research Proposal............................................................................................................1
P2 Research methods to conduct primary and secondary data...............................................7
LO 2...............................................................................................................................................11
P3 Conduct primary and secondary research with using appropriate methods....................11
P4 Research findings with data analysis..............................................................................14
LO 3...............................................................................................................................................22
P5 Communicate research outcomes in an appropriate manner...........................................22
LO 4...............................................................................................................................................24
P6 Reflection .......................................................................................................................24
P7 Alternative research methodology..................................................................................24
REFERENCES..............................................................................................................................25
APPENDIX....................................................................................................................................29
Research Proposal Form.......................................................................................................29
Research Ethics Approval Form...........................................................................................34

LO 1
TOPIC
To analyse the role of POS in enhancing the customer satisfaction level in a retail based
organisation in UK : A study on Tesco
1.1 Research Proposal
Overview of the research
POS is used customer satisfaction by transactions and through surveys. In retail sectors in
UK POS manages trends of items in a very faster way, sell goods at high margins. Customer
order their products faster and they interact more and doesn't make any mistake. It depends on
ERP and CRM system (Bathelt and Glückler, 2017). It is becoming a profit developing system.
Good POS are associated with purchasing power of customers in UK. It can move with all kind
of customers and can customize with all kinds of customers if they want. All products are viewed
to be sold quickly and profits dropped at bottom line. In online businesses interacting and
understanding with customers is quite simpler than going offline with retailers. POS has now
become a marketing area for retail stores. Many business associates now easily cross-sell, can
conduct programs and target quality customers for more sales. Delivery of products is now just a
click away from the hand of customers.
Research aims and objectives
Aim
To analyse the role of POS in enhancing the customer satisfaction level in a retail based
organisation in UK : A study on Tesco
Objectives
 To analyse the concept of POS.
 To evaluate the implementation of POS system in Tesco.
 To understand the relationship between POS and customer satisfaction.
 To recommend ways of evaluating the role of POS systems on providing customer
satisfaction.
Specification
The topic, role of POS system in increasing the rate of customer satisfaction has been
chosen because it has been observed in various cases that some factors like standing in queues
1

for a long time etc. acts as a sort of disappointment of the customers. So, for coping with the
same, digital technology such as POS systems can be implemented in Tesco so that the
customers can have a better experience in doing the payments for the products purchased. So,
there is a need for involving and implementing the POS systems in Tesco so that the customers
can have a better arte of experience and satisfaction rate as well.
Activities and timescale
Basis Week
1
Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8
Analysis of
the
problem
Making the
aim
Making the
objectives.
Collection
of data on
the basis of
themes
Research
methodolog
y
Gathering
of the
primary
data
Analysing
the
2

gathered
information
Conclusion
3

Literature review
Introduction
The second chapter of the research project is Literature review. In this, a discussion on
the different objectives will be discussed covering all the essential aspects and factors. The
literature review will present the role of the POS system in retailers, as in this, this will cover the
role and impact of the POS systems in Tesco and how they are throwing an impact on the overall
satisfaction level of the customers.
Literature review
Concept of POS
A point of sale (POS) system is considered as a place that makes involvement of a cash
register which further involves various features inside it. Some well known and common
examples of this includes printer through which receipt is printed out, barcode scanner, card
reader etc. Where there is an efficient and appropriate availability of all the factors that the sales
can be made. It also makes involvement of a debit or credit card reader, thus it acts as a feasible
option for the people to just swap the card and the payment is done. So, a POS can also be
considered as an area where the customers can easily and successfully complete the transaction.
It is also considered as a check out counter (Howell, 2016). After purchasing all the products and
using all the services, the customers can complete the whole process of transaction at the point of
sale point. It helps in avoiding the complexities associated with standing in large queues etc. The
implementation of the POS system is quite expensive. It is because this involves all the essential
factors that are required for a successful implementation of the same. There is a basic actual
server of the POS system and from that server, different terminals are connected. So, the
customers can make the payment and transaction from any of the terminal because all the
terminals are connected from the server. There is a software which is being used in the POS
system that the retail organisation can make use of for recording and processing of the
operations. Usually, a cash register can be a monitor, card reader, printer for printing the receipts
etc. because all these are required for an effective processing and also for maintaining a balance.
In the monitor, the customers can make the entry of the products purchased, with the help of a
card reader the customers can swipe their card on that so that the payment of the products
purchased can be done as well, barcode scanner so that the user can scan the bar code of the
4

product from that and it will automatically enter the value of the product in the monitor and then,
the user can be able to collect their receipt from the receipt printer.
Implementation of POS system in Tesco
Tesco can also make sure to involve the implementation of the POS systems because this
can be considered as one of the ways of attracting the customers. It is because there is no such
issue of standing and waiting in the queues for a longer time. Also, there are variosu terminals of
the POS system because there is a main server of the POS where all the activities including the
transaction etc. are being processed but there are various different terminals that are connected
from the same server. So, this can help in gaining the interest of the customers at a huge extent.
POS is actually a combination of hardware as well as software that helps the process of
transaction quite easy for the Tesco as well. It is because these terminals will help them to easily
scan the product from the bar code scanner and then the system automatically enters the value of
the product on the system. Then, the processing of payment can be done accordingly and the
customer can get the receipt from the same (Nakagawa, Matsuda and Ogi, 2015). There are some
basic aspects of the POS system and these involve capabilities like a proper reporting of the
transaction and sales, management of the inventory, capable of collecting the information of the
customers so that at the time of loyalty programs, extra offers and discounts, they can be able to
contact the specified customers. Also, Tesco should ensure that the actual server which is
recording the activities of each terminal point is getting tracked along with the employee hours
and other related factors of the same. A proper checking of the scanning etc. should also be done
on a regular basis because barcode scanning is considered as one of the essential aspect of the
whole process of the POS system. It is because even any small issue with that as well can throw
an impact on the payment scale. Therefore, Tesco should ensure implementing tight security
features from initial stages as well because a proper monitoring whether the users are making an
efficient use of the POS systems or not is very important. It is because the actual forte of
implementing the POS systems in Tesco was to make the processing of the operations and
services easy enough for the company as well as for the customers.
Relationship between POS and customer satisfaction
There is a very direct relationship between the involvement of POS systems in Tesco and
in improving the rate of customer satisfaction. It is because there are various processes involved
in the implementation of the POS systems that helps in providing an increase in the overall arte
5

of the processing of the operations and processes. The involvement of POS system in Tesco can
actually help them in various different operations and processes. The customers can get an
increased rate of all the processes and operations. Also, there are fewer chances of any theft etc.
because the whole system of the POS is being tracked. Although there is only one main server
but to that server, there are various terminals connected through which the users can shop and
transact the payment accordingly (Ebbage, 2015). Also, as this is a digital technology, so as per
the changes and the requirements, Tesco can also ensure to make the changes according to the
recent trends. So, the involvement of POS system in Tesco can be termed as the factors
providing satisfaction along with the convenience that helps in reducing the number and rate of
complexities of the customers. The complexity of the operations have been increased to an extent
that the people do not have much time to stand in large queues and wait till the other customers
have completed their transactions. So, the implementation of the POS system in Tesco for
achieving an effective processing of the operations and processes, can act as an effective option
because this will act as a beneficial measure for the engaged customers. Also, the payment
methods are flexible enough because the customers have to just scan the product through the bar
code and then it automatically updates the pricing of the same. Thus, it acts as an option that can
seem beneficial enough for achieving the satisfaction rate of the customers. Also, the discounts
and offers if involved in Tesco, they will be updated on the POS terminals as well. So, the
customers do not have to roam here and there for investigating about different offers and
discounts. Also, the Tesco involves various factors to be included in their terminals so that the
machine may ask for outputs like entering the basic data and information of the customer. This
also acts as a beneficial factor for the achieving the interest of the customers.
The data and information is being asked because the machine inputs loyalty points etc. in
the system. So, at the time of any offer or discount, for contacting the customer, the information
is being taken. Also, Tesco should ensure to provide an excellent experience of the POS systems
to their customers because if the customers will not get an efficient and appropriate rate of
service there, there might be the possibility that they can go and shop in some other outlet or
store (Caution and Ryner, 2017). Therefore, it is very important that Tesco should ensure
focusing on these ways so that they can be able to provide the customers, an appropriate rate of
satisfaction. This helps in gaining the trust and loyalty of the customers as well. Therefore, it is
very important to focus on these factors. An efficient rate of services by means of POS services
6

can actually help in improving the overall productivity rate of the Tesco. Along with the
productivity, it also makes an increase in the popularity of the operations and functions of Tesco.
In many places, there are only cash payment systems rather than delivery by means of credit or
debit cards. So, for the stores only having the cash payment systems, it can seem quite
disappointing for the customers. It is because this is not possible that every customer can be able
enough to carry a huge amount of cash with them, so people prefer to keep it in their bank
accounts only. Also, this can be termed as a safe method for carrying the cash. Therefore, people
prefer to pay by means of cash etc. As in case of Tesco, they have implemented POS systems, so
for customers, it is not necessary that their customers have to carry huge amount of cash with
them but they can pay the same with the help of card as well. So, in this case, it seems as a
beneficial factor for the customers as they can do the payment action from swiping the card from
the POS system. Therefore, when there will be enormous number of beneficial factors for the
easy and flexibility of the customers, it will further help in maintaining their focus on the
operations and processes of the company as well. Therefore, it can help Tesco in gaining an
increased rate of customer satisfaction, thus a maximization in the overall rate of popularity as
well as productivity.
P2 Research methods to conduct primary and secondary data
Research methodology
This research has been done to select suitable technique or method so that research
method could be carried out in an effective manner. This method consists of data analysis,
research philosophy, research designing and research approach. This research is based on digital
technology.
Research Philosophy:
Research Philosophy consists of various qualified steps which includes examining,
gathering and finally evaluating the data collected from various sources. Research study is based
on the type or the nature of study to make appropriate analysis of information (Cooper,
Desjardins and Croll, 2016). When proper study is done regarding research philosophy then final
conclusion is taken by the researchers on the topic. It aims at focussing two common phenomena
i.e. positivism and interpretivism. In positivism all negative facts and figures are eliminated and
objectives and goals are focussed. It is properly followed in a structural way. While
7

interpretivism is a kind of subjective body of the research. It makes study more theoretical and
explained through models (Toye, Williamson and Lamb, 2016.). Then. Researchers also explain
all these things through interpretations and set pairs of benefits which are really impelling in the
research work. If researchers have to choose between these two then they will go for positivism
as goals and aims are mainly focused in this area.
Research Design :
In this different components are included to aid researchers which is a very logical way.
All the problems are pointed in a very diligent manner by researchers. A blueprint is developed
by accumulating and assessing the information. It provides an opportunity to researcher to
understand and take a review of a complex data efficiently. Another method used researcher is
descriptive design method (Tight, 2016). In this all theories are recommended by them and
research work is properly handled to analyse the digital technology which is part of research
work. this helps to Kerr, Eckert and Wandwabwa, 2016understand the qualitative part of digital
information that could achieve good results and improves productivity(Edson, Henning and
Sankaran, 2016). It also helps in reducing the extra efforts of researchers and task is
accomplished in very significant way. Research design work is experimental, descriptive and
exploratory. Researchers take the help these designs to solve complex projects in an efficient
way. Main aim lies behind descriptive research design is that the situation is handled in a very
perfect way. Furthermore, collection of factual information from different sources is necessary
which head them to successful project. Therefore three parts of this design are analysed very
critically. Thus, research design provides information which is correctly analysed through
descriptive method.
Research Approach :
This approach is specified which provides way to present information in general to
specific and specific to general. This approach is very helpful to increase the knowledge of
researcher and understanding the project in same direction (Creswell and Poth, 2017). Two
important research approaches are followed researchers i.e. deductive and inductive. In inductive
way information is presented in general to specified way. While in deductive approach research
is shown oppositely. Various theories are followed which can relate to research topic (Mebius,
Kennedy and Howick, 2016). These research approaches provide a suitable path to them through
8

which they make their projects more efficient and can achieve in their goal in an effective
manner. Now researchers have many options to choose approach for their topic, so many have
chosen inductive research because this approach has emphasized on theories and models of
various big leaders and well known persons. These theories help them to simplify their project
give them deep understanding for the same in future. Development and improvement of the
project is based on inductive approach. Thus, it can be said that importance of digital technology
can be identified through this approach in a very convenient manner. It develops a sense of
admiring theories and various models ans specific information gets covered up. This helps in
representing the data in organized manner (Bailly and Comino, 2017).
Data collection
To carry out research in in an effective manner it is important for the researcher to ensure
to gather information from different sources. Collection of information from different sources
will help in gaining valid outcome (Edson, Henning and Sankaran, 2016). Two sources of data
collection are primary and secondary which can be consider by the researcher. Primary
information is basically new information which is collected at the time of conducting research.
Such types of information can be gathered through survey, questionnaire, interview etc. On the
other side, secondary information is that which is published by different scholar in their book on
the similar topic. It is also called as second-hand information. In this different authors views and
opinion are incorporate which help in supporting the findings of primary research (Mebius,
Kennedy and Howick, 2016). The present research is based on analysing the role of POS in
enhancing the customer satisfaction level in a retail-based organisation in UK. For the present
research both primary as well as secondary method will be considered by the researcher. In
primary information will be gathered through survey. Question will be asked from employees of
Tesco company. They can easily provide information implementation of point of sales system.
On the other side, secondary information will be gather through books, journals and articles. The
reason for selecting primary method is to know the view of employees and benefits they gain due
to implementation of POS system.
Sampling:
Sampling is required so that selection of a subset of individual can be selected from the
large number of population. There are two type of sampling method that are probabilistic and
non-probabilistic. For the present research probabilistic method is consider in which random
9

sampling technique will be applied (Bailly and Comino, 2017). Here 50 employees of Tesco
company are selected through survey. Reason for selecting random sampling method is to
provide equal chance to employees of being selected and reduce any type of biasness.
Data analysis:
Data analysis is important section of the research in which collected information is
properly evaluated for gaining valid outcome (Kerr, Eckert and Wandwabwa, 2016.). Through
evaluating the information, the researcher can easily convert raw data into a meaningful
information. It is classified into two techniques that are qualitative and quantitate. Quantitative
technique is considered at the time when researcher wants to carry out analysis on the basis of
numerical form. In this, different statistical tools are applied by the scholar such as descriptive
test, Z-test, etc. On the other side, qualitative technique is that in which analysis is done in non-
numerical form. Various themes are prepared by the researcher based on results which help in
gaining valid results. For the present research qualitative technique is used by the investigator in
which different themes is prepared on the basis of results and interpretation is done. Along with
this this themes and charts is prepared that help in supporting the findings (Wright, Wahoush.
and Jack, 2016). This technique is effective enough in order to present the findings in systematic
manner and analyse the results in detail manner.
10

LO 2
P3 Conduct primary and secondary research with using appropriate methods
Data analysis and interpretation is another one of the significant chapter in the research
study by which scholar can collect, analyse and asses information for obtain accurate outcome.
In the absence of this chapter it is quite difficult to accomplish research study and obtain
effective result. Data analysis is a procedure of analyse, interpret and asses information so as
right solution of research problem can address. In the current study, researcher have main aim is
to analyse the role of POS in enhancing the customer satisfaction level in a retail based
organisation in UK. Thus, for achieve this objective, scholar have prepared a systematic
questionnaire and sent to 50 employees of Tesco. Following are collected information from the
survey about POS impact on customer satisfaction-
Theme 1: Employees are working in the Tesco organisation
From how long you are
working in the Tesco
organization ? Frequency
1 to 2 year 6
From 2 to 3 year 30
3 to 5 year 6
More than five year 8
Theme 2: Tesco company implemented Point of sale system (POS) in its business
Is Tesco company
implemented Point of
sale system (POS) in its
business ? Frequency
Yes 45
No 5
Theme 3: POS system helps in make fast and frequent payment transaction
11

Is POS system helps in
make fast and frequent
payment transaction ? Frequency
Satisfied 35
Neutral 5
Dissatisfied 10
Theme 4: Device mostly uses in the Tesco for cash payment and transaction
Which device mostly
uses in the Tesco for
cash payment and
transaction? Frequency
Weighing scales 10
Barcode scanners 30
Cash register 10
Theme 5: POS system aids in providing accuracy and eliminate human error
Do you agree that POS
system aids in providing
accuracy and eliminate
human error ? Frequency
Strongly agree 40
Agree 5
Disagree 2
Strongly disagree 3
12

Theme 6: POS system affect customer satisfaction level at the time of purchasing good and
services
Is POS system affect
customer satisfaction
level at the time of
purchasing good and
services ? Frequency
Yes 45
No 5
Theme 7:Point of sale system makes better customer relationship management with
customers
Do you agree that point
of sale system makes
better customer
relationship management
with customers ? Frequency
Strongly agree 40
Agree 5
Disagree 2
Strongly disagree 3
Theme 8:Tesco's POS system aid to customer in acknowledging their payment and total
balance
Is Tesco's POS system
aid to customer in
acknowledging their
payment and total
balance ? Frequency
Satisfied 40
13

Neutral 5
Dissatisfied 5
Theme 9: POS system helps to customer in saving their time at the time of payment and billing
Do you agree that POS
system helps to
customer in saving their
time at the time of
payment and billing ? Frequency
Strongly agree 40
Agree 6
Disagree 2
Strongly disagree 2
P4 Research findings with data analysis
Theme 1: Employees are working in the Tesco organisation
14
1 to 2 year
From 2 to 3 year
3 to 5 year
More than five year
0 5 10 15 20 25 30 35
Frequency

Interpretation and analysis: From this question in the survey it has been analysed that there are
many employees of Tesco who have good working experience within the company. Thus, from
this collected information included views and opinion of employees who have effective working
experience within the Tesco company. In the survey from 50 employees, 30 personnels have
experience of working of 2 to 3 years. On the other hand 6 employees have experience of
working of 1 to 2 year.
Theme 2: Tesco company implemented Point of sale system (POS) in its business
Interpretation and analysis: By this section it has been found that from 50 respondents, 45
respondents said yes upon statement that Tesco company have implemented Point of sale system
in its business. On the other hand only 5 respondents said no upon the same statement. Thus,
from this information it can be said that in the Tesco company, this system of POS helps in
managing the payment and transaction of money through which customer get effective
satisfaction. Many employees understand that point of sale system is considered as a place that
makes involvement of a cash register which further involves various features inside it. POS can
15
Yes
No

also be considered as an area where the customers can easily and successfully complete the
transaction. It is also considered as a check out counter.
Theme 3: POS system helps in make fast and frequent payment transaction
Interpretation and analysis: This section defines that point of sale system helps to make fast and
frequent payment transaction within company. While this question asked to employees in the
survey then 35 respondents are satisfied with statement that POS system helps in make fast and
frequent payment transaction. On the other hand only 2 employees are neutral with the same
statement. Thus, from this collected information it has been analysed that POS system helps to
company in making fast and frequent payment at the time of billing through which customer can
get effective satisfaction. From collected information it has been also analysed that POS is
16
Satisfied
Neutral
Dissatisfied

actually a combination of hardware as well as software that helps the process of transaction quite
easy for the Tesco as well and processing of payment can be done accordingly and the customer
can get the receipt from the same.
Theme 4: Device mostly uses in the Tesco for cash payment and transaction
Interpretation and analysis: This section stated that in the Tesco company barcode scanner is
device which is mostly used for the point of sale. It has been found that from the 50 employees
of Tesco in the survey, 30 respondents said that Barcode scanners is mostly used in the Tesco
company as point of sale system. On the other hand 10 respondents said that Weighting scale and
cash register device as point of sale. Thus, from this collected data it has been analysed that with
help of this POS system company can easily track the information of customer and get payment
of product and services which customer purchased from store. It has been also concluded that An
appropriate checking of the examining and so on ought to likewise be done all the time on the
grounds that scanner tag filtering is considered as one of the fundamental part of the entire
procedure of the POS framework. It is on the grounds that even any little issue with that also can
toss an effect on the installment scale.
17
Weighing scales
Barcode scanners
Cash register

Theme 5: POS system aids in providing accuracy and eliminate human error
Interpretation and analysis: While this question has been asked in the survey from 50
employees of Tesco company then 40 respondents are strongly agreed with statement that POS
system aids in providing accuracy and eliminate human error. On the other hand 5 respondents
are just agreed with same statement that POS system aids in providing accuracy and eliminate
human error. Thus, from this collected data it has been analysed that a cash register can be a
screen, card peruser, printer for printing the receipts and so forth since all these are required for a
successful preparing and furthermore to maintain an adjust. In the screen, the clients can make
the section of the items bought, with the assistance of a card peruser the clients can swipe their
card on that so the installment of the items obtained should be possible too, standardized tag
scanner so the client can filter the standardized identification of the item from that and it will
naturally enter the estimation of the item in the screen and after that, the client can have the
capacity to gather their receipt from the receipt printer.
Theme 6: POS system affect customer satisfaction level at the time of purchasing good and
services
18
Strongly agree
Agree
Disagree
Strongly disagree
0 5 10 15 20 25 30 35 40 45
Frequency

Interpretation and analysis: From this section it has been assessed that point of sale system
helps to company in enhancing level of customer satisfaction. With help of this system , payment
can do in fast and frequent manner through which buyers can more satisfy and happy. From the
50 respondents in the survey, 45 respondents said yes upon the statement that POS system affect
customer satisfaction level at the time of purchasing good and services. On the other hand 5
respondents said no upon the same statement that is POS system affect customer satisfaction
level at the time of purchasing good and services. At the season of any offer or markdown, for
reaching the client, the data is being taken. Likewise, Tesco should guarantee to give a great
affair of the POS frameworks to their clients in light of the fact that if the clients won't get a
productive and proper rate of administration there, there may be the likelihood that they can go
and shop in some other outlet or store
19
Yes
No
0 5 10 15 20 25 30 35 40 45 50
Frequency

Theme 7:Point of sale system makes better customer relationship management with
customers
Interpretation and analysis: From this section it has been analysed that point of sale system help
in developing effective customer relationship management. In the survey from 50 respondents 40
are strongly agreed with statement that point of sale system makes better customer relationship
management with customers. On the other hand only 2 respondents are disagreed with same
statement. Thus, from this collected information it has been analysed that the execution of the
POS framework in Tesco for accomplishing a successful preparing of the activities and
procedures, can go about as a powerful alternative since this will go about as an advantageous
measure for the drew in clients. Likewise, the installment strategies are sufficiently adaptable in
light of the fact that the clients need to simply filter the item through the scanner tag and after
that it consequently refreshes the estimating of the same. Accordingly, it goes about as a choice
that can appear to be sufficiently valuable for accomplishing the fulfillment rate of the clients
Tesco ought to guarantee concentrating on these ways with the goal that they can have the
capacity to give the clients, a proper rate of fulfillment. This aides in picking up the trust and
reliability of the clients also. Along these lines, it is essential to center around these variables. A
proficient rate of administrations by methods for POS administrations can really help in
20
Strongly agree
Agree
Disagree
Strongly disagree
0 5 10 15 20 25 30 35 40 45
Frequency

enhancing the general profitability rate of the Tesco. Alongside the profitability, it likewise
makes an expansion in the prevalence of the tasks and elements of Tesco.
Theme 8:Tesco's POS system aid to customer in acknowledging their payment and total
balance
Interpretation and analysis: From this section in the survey it has been analysed that Point of
sale system helps to customers in acknowledging their payment and total balance. In the survey
of 50 respondents, 40 employees are satisfied with statement that POS system aid to customer in
acknowledging their payment and total balance. On the other hand 5 respondents are dissatisfied
with same statement. Thus, from this collected data it has been assessed that with help of point
of sale system, company can easily track the total balance and payment of customer. This is very
fast and effective method that assists Tesco company.
Theme 9: POS system helps to customer in saving their time at the time of payment and billing
21
Satisfied Neutral Dissatisfied
0
5
10
15
20
25
30
35
40
45
Frequency

Interpretation and analysis: This section stated that the major use of the point of sale system is
to provide effective customer satisfaction by save their time. With help of Point of sale system,
payment can effectively make at the store. Thus, it can be said that it helps in saving time of
customer. While this question has been asked in the survey from 50 employees then 40
respondents are strongly agreed with statement that POS system helps to customer in saving their
time at the time of payment and billing. On the other hand 6 respondent are just agreed with the
same statement that POS system helps to customer in saving their time at the time of payment
and billing. Thus, from this collected information it has been analysed that POS is really a blend
of equipment and also programming that helps the procedure of exchange very simple for the
Tesco too. It is on the grounds that these terminals will push them to effectively filter the item
from the standardized tag scanner and afterward the framework naturally enters the estimation of
the item on the framework. At that point, the handling of installment should be possible as needs
be and the client can get the receipt from the same.
LO 3
P5 Communicate research outcomes in an appropriate manner
22
Strongly agree
Agree
Disagree
Strongly disagree

Conclusion
Conclusion from the above research it is concluded that a point of sale (POS) system is
considered as a place that makes involvement of a cash register which further involves various
features inside it. With the help of this an individual can easily make payment through the help
of credit card system. After purchasing all the products and using all the services, the customers
can complete the whole process of transaction at the point of sale point. POS has provided many
benefits to employees as well as customers. As they can easily avoid wastage of time and cost
which lead to increase the satisfaction level of customers. Further it is concluded that there is a
very direct relationship between the involvement of POS systems and in improving the rate of
customer satisfaction. There are different process in POS system which assist in improving the
system and carrying out all the activities in an effective manner. Along with this all the
discounted and offer can be updated within the POS system which has made easier for customers
to get offers regularly and make purchase products ands services of their choices. there will be
enormous number of beneficial factors for the easy and flexibility of the customers, it will further
help in maintaining their focus on the operations and processes of the company as well.
Recommendation :
Recommendations are also of various types which can be improve further and their
performance can be modified in a better manner (Wright, Wahoush and Jack, 2016). Customers
in today's world like to make use of digital technology with high quality. Competition is also
increasing among different companies. Some recommendations are suggested below:
Intensive training : Maximum workers think that the environment or the system in they are
working is very complex and they can't manage in such type of environment. So they are
provided proper training by which organisation can achieve its target. Intensive training
programs are conducted by the leaders to make workers understand the culture of organisation.
Some of them get practical learning while some workers are guided with theoretical part. It all
depend on their power of grasping knowledge in short period of time.
Motivation : Firm needs to understand all motivational factors implemented to employees. These
factors increase their will power and give them moral support(Kerr, Eckert and Wandwabwa,
23

2016). These factors afterwards give satisfactory results to firm. Bonus, holidays, incentives
empower their moral.
Communication : healthy interaction is necessary for a issue to be sorted out in any firm. So
there should be clear interaction between employees and higher authority for developing
management level. Employees are more transparent to their roles with proper communication.
This can be done through various activities and programs.
LO 4
P6 Reflection
The present research was based on the selected topic that is to analyse the role of POS in
enhancing the customer satisfaction level in a retail-based organisation in UK. This research has
help me in developing a deep understanding related to the implementation of POS system. I
learned that it is important to prepare aims and objectives which help in carrying out
investigation in right direction. Further, I developed my understanding related to the way through
which various tools and techniques can be used for gathering information. It is important to
implement point of sales system within the firm so that customer's satisfaction level can be
increased. I learned that implementation of point of sales system can help in reducing the cost
and time of employees as well as customers. Apart from this, I understand the way of preparing
charts and table and the way of interpreting the results.
P7 Alternative research methodology
In the present study, qualitative strategy has been used to collect appropriate information
and data. It assists to gather more relevant findings that assists to develop significant advantages
in different areas of the world. Therefore, it will increase understanding and effectiveness to
perform research functions with proper recommendation. Beside this, researcher has option to
select quantitative strategy which would be helpful to increase advantages to learn new things
with SPSS tools. Quantitative strategy based on different tools such as chi-square test, t-test, z-
test, etc. All these perspectives helps to perform different functioning on the basis of results.
24

REFERENCES
Books and Journals
Caution, S. T. and Ryner, D. J., Wal Mart Stores Inc, 2017. Systems, devices, and methods for
distributed processing for preauthorized payment. U.S. Patent 9,703,448.
Ebbage, A., 2015. Retail's breadcrumb trail. Engineering & Technology. 10(3). pp.70-72.
Howell, C., 2016. Big Data: Does it add to the bottom line?. Journal of Airport
Management. 10(4). pp.326-333.
Nakagawa, Y., Matsuda, Y. and Ogi, T., 2015. Framework for handling personal data: analysis
of buying information by questionnaire. International Journal of Big Data
Intelligence. 2(4). pp.223-235.
Taylor, E., 2016. Mobile payment technologies in retail: a review of potential benefits and
risks. International Journal of Retail & Distribution Management. 44(2). pp.159-177.
Bathelt, H. and Glückler, J., 2017. Relational research design in economic geography.The New
Oxford Handbook of Economic Geography.
Cooper, S. A., Desjardins, P. J., Turk, D. C., Dworkin, R. H., Katz, N. P., Kehlet, H., Ballantyne,
J. C., Burke, L. B., Carragee, E., Cowan, P. and Croll, S., 2016. Research design
considerations for single-dose analgesic clinical trials in acute pain: IMMPACT
recommendations. Pain.157(2). pp.288-301.
Toye, F., Williamson, E., Williams, M. A., Fairbank, J. and Lamb, S. E., 2016. What value can
qualitative research add to quantitative research design? An example from an adolescent
idiopathic scoliosis trial feasibility study. Qualitative health research.26(13).pp.1838-
1850.
Komro, Kelli A., Brian R. Flay, Anthony Biglan, and Alexander C. Wagenaar. "Research design
issues for evaluating complex multicomponent interventions in neighborhoods and
communities." Translational behavioral medicine 6. no. 1 (2016): 153-159.
Tight, M., 2016. Phenomenography: The development and application of an innovative research
design in higher education research. International Journal of Social Research
Methodology.19(3). pp.319-338.
Edson, M. C., Henning, P. B. and Sankaran, S. eds., 2016. A guide to systems research:
Philosophy, processes and practice (Vol. 10). Springer.
25

Creswell, J. W. and Poth, C. N., 2017. Qualitative inquiry and research design: Choosing
among five approaches. Sage publications.
Winit‐Watjana, W., 2016. Research philosophy in pharmacy practice: necessity and relevance.
International Journal of Pharmacy Practice.24(6). pp.428-436.
Mebius, A., Kennedy, A. G. and Howick, J., 2016. Research gaps in the philosophy of evidence‐
based medicine. Philosophy Compass.11(11). pp.757-771.
Bailly, A. and Comino, L., 2017. Using Pragmatist Philosophy in Consumer Research:
Influences and Prospects. In Marketing at the Confluence between Entertainment and
Analytics (pp. 729-734). Springer, Cham.
Wright, A. L., Wahoush, O., Ballantyne, M., Gabel, C. and Jack, S. M., 2016. Qualitative Health
Research Involving Indigenous Peoples: Culturally Appropriate Data Collection Methods.
The Qualitative Report.21(12). p.2230.
Kerr, R., Eckert, L. O., Winikoff, B., Durocher, J., Meher, S., Fawcus, S., Mundle, S., Mol, B.,
Arulkumaran, S., Khan, K. and Wandwabwa, J., 2016.
Postpartum haemorrhage: Case definition and guidelines for data collection, analysis, and
presentation of immunization safety data.Vaccine.34(49).
26

Appendix
1 From how long you are working in the Tesco organisation ?
 1 to 2 year
 From 2 to 3 year
 3 to 5 year
 More than five year
2 Is Tesco company implemented Point of sale system (POS) in its business ?
 Yes
 No
3 Is POS system helps in make fast and frequent payment transaction ?
 Satisfied
 Neutral
 Dissatisfied
4 Which device mostly uses in the Tesco for cash payment and transaction?
 Weighing scales
 Barcode scanners
 Cash register
5 Do you agree that POS system aids in providing accuracy and eliminate human error ?
 Strongly agree
 Agree
 Disagree
 Strongly disagree
6 Is POS system affect customer satisfaction level at the time of purchasing good and services ?
 Yes
27

 No
7 Do you agree that point of sale system makes better customer relationship management with
customers ?
 Strongly agree
 Agree
 Disagree
 Strongly disagree
8 Is Tesco's POS system aid to customer in acknolwdgeing their payment and total balance ?
 Satisfied
 Neutral
 Dissatisfied
9 Do you agree that POS system helps to customer in saving their time at the time of payment
and billing ?
 Strongly agree
 Agree
 Disagree
 Strongly disagree
10 Recommend strategy to enhance customer satisfaction by use of POS system ?
28

APPENDIX
Research Proposal Form
Proposed Title ..................................................................................................................................................................................
Section One: Title, objective, responsibilities
Title or working title of research project
( in the form of a question, objective or hypothesis)
Research project objectives
(e.g. what is the question you want to answer? What do
you want to learn how to do? What do you want to find
out?):
To analyse the role of POS in enhancing the customer
satisfaction level in a retail based organisation in UK : A
study on Tesco
 To analyse the concept of POS.
 To evaluate the implementation of POS
system in Tesco.
 To understand the relationship between POS
and customer satisfaction.
 To recommend ways of evaluating the role of POS
systems on providing customer satisfaction.
Section Two: Reasons for choosing this research
project
Reasons for choosing the project
(e.g. links to other subjects you are studying, personal
interest, future plans,
knowledge/skills you want to improve, why the
topic is important):
Interest of researcher
Personal interest of researcher
Scope of the research
29

Section Three: Literature sources searched
Use of key literature sources to support your
research question, objective or hypothesis:
A point of sale (POS) system is considered as a place that
makes involvement of a cash register which further
involves various features inside it. Some well known and
common examples of this includes printer through which
receipt is printed out, barcode scanner, card reader etc.
Tesco can also make sure to involve the implementation
of the POS systems because this can be considered as one
of the ways of attracting the customers. It is because
there is no such issue of standing and waiting in the
queues for a longer time. Also, there are variosu terminals
of the POS system because there is a main server of the
POS where all the activities including the transaction etc.
Section Four: Activities and timescales
Activities to be carried out during the research project
(e.g. research, development and analysis of ideas, writing, data collection, numerical
analysis, tutor meetings, production of final outcome, evaluation, writing the report):
Basis Week
1
Week 2 Week 3 Week 4 Week 5 Week 6 Week 7
Analysis of
the
problem
Making the
aim
How long this will take:
30

Making the
objectives.
Collection
of data on
the basis of
themes
Research
methodolog
y
Gathering
of the
primary
data
Analysing
the
gathered
information
Conclusion
31

Appendix
Research Proposal Form (contd.)
Milestone one: Implementation of POS system.........................................................................................
Target date (set by tutor): .1Week
Milestone two: Experience and satisfaction level assessment .........................................................................................
Target date (set by tutor): 2 weeks .........................................................................................
Section Four: Research approach and methodologies
What type of research approach and methodologies are you likely to use and
why? What your areas of research will cover:
With the help of qualitative strategy, present study considered to gain more
effective results in study. It helps to assess significant outcomes that are analysis
to perform functions and operations to implement digital technology.
Comments and agreement from tutor
Comments (optional):
I confirm that the project is not work which has been or will be submitted for another qualification
and is appropriate.
Agreed: .................................................................................... (name) .................................................................................... date) ......................................................
Comments and agreement from project proposal checker (if applicable)
Comments (optional):
32

I confirm that the project is appropriate.
Agreed: .................................................................................... (name) .................................................................................... date) ......................................................
33

Appendix
Research Ethics Approval Form
All students conducting research activity that involves human participants or the use
of data collected from human participants are required to gain ethical approval before
commencing their research. Please answer all relevant questions and note that your
form may be returned if incomplete.
For further support and guidance please see your respective Unit Tutor.
Before completing this form, we advise that you discuss your proposed research fully
with your Unit Tutor. Please complete this form in good time before your research
project is due to commence.
Section 1: Basic Details
Project title: ..............................................................................................................................................................
.....................................................................................................................................................................................
Student name: ...................................................................................
Student ID number: ...................................................................................
Programme: ...................................................................................
College: ...................................................................................
Intended research start date: .............................................
Intended research end date: .............................................
34

Section 2: Project Summary
Please select all research methods that you plan to use as part of your project:
• Interviews: 
• Questionnaires: ✓ 
• Observations: 
• Use of Personal Records: 
• Data Analysis: ✓ 
• Action Research: 
• Focus Groups: 
• Other (please specify): ....................................................................................................................................................................
•
35

Appendix
Research Ethics Approval Form (contd.)
Section 3: Participants
Please answer the following questions, giving full details where necessary.
Will your research involve human participants?
Adults: ✓ 
How will participants be recruited (identified and approached)? Approached
Describe the processes you will use to inform participants about what you are doing: Survey
How will you obtain consent from participants? Will this be written? How will it be made clear
to participants that they may withdraw consent to participate at any time? Relevant
information
Studies involving questionnaires / interviews: Will participants be given the option of omitting
questions they do not wish to answer?
Yes: ✓  No: 
If No please explain why below and ensure that you cover any ethical issues arising from this.
Studies involving observation:
Confirm whether participants will be asked for their informed consent to be observed.
Yes: ✓ No: 
Will you debrief participants at the end of their participation
(i.e. give them a brief explanation of the study)?
Yes: ✓ No: 
Will participants be given information about the findings of your study?
(This could be a brief summary of your findings in general)
Yes: ✓  No: 
36

37

Appendix
Research Ethics Approval Form (contd.)
Section 4: Data Storage and Security
Confirm that all personal data will be stored and processed in compliance with the Data
Protection Act (1998) Yes: ✓ No: 
Who will have access to the data and personal information?
During the research:
Where will the data be stored?
Will mobile devices such as USB storage and laptops be used?
✓ Yes:  No: 
If yes, please provide further details:
After the research:
Where will the data be stored?
How long will the data and records be kept for and in what
format? Will data be kept for use by other researchers?
Yes:  No: 
If yes, please provide further details:
38

Section 5: Ethical Issues
Are there any particular features of your proposed work which may raise ethical concerns? If so,
please outline how you will deal with these:
It is important that you demonstrate your awareness of potential risks that may arise as a
result of your research. Please consider/address all issues that may apply. Ethical concerns may
include, but are not limited to the following:
• Informed consent.
• Potentially vulnerable participants.
• Sensitive topics.
• Risks to participants and/or researchers.
• Confidentiality/anonymity.
• Disclosures/limits to confidentiality.
• Data storage and security, both during and after the research (including transfer, sharing,
encryption, protection).
• Reporting.
• Dissemination and use of your findings.
39