An investigation of POS system efficiency on retail transaction processing: a case study of Sterling Bank
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Background of the Study
Point of Sale (POS) systems are integral to modern retail banking, enabling efficient and secure processing of transactions. Sterling Bank has adopted advanced POS systems to streamline retail transaction processing and enhance customer experience. Between 2023 and 2025, the bank has upgraded its POS infrastructure by integrating digital payment technologies, real-time transaction monitoring, and enhanced security protocols (Olatunde, 2023; Musa, 2024). These advancements are aimed at reducing transaction times, minimizing errors, and increasing overall operational efficiency.
Retail transaction processing is critical for both the bank and its customers. Efficient POS systems not only facilitate quick payments but also contribute to improved record-keeping and better financial management. Sterling Bank’s focus on technological innovation in POS systems has led to the development of user-friendly interfaces and robust backend systems that support high transaction volumes even during peak periods (Chinwe, 2023). However, challenges such as system downtimes, connectivity issues, and occasional discrepancies in transaction records continue to impact service delivery.
The efficiency of POS systems directly influences customer satisfaction, as delays or errors can lead to customer frustration and loss of trust in the bank’s services. Moreover, the dynamic nature of retail environments requires continuous updates and system maintenance to keep pace with emerging payment trends and cybersecurity threats. This study seeks to investigate the efficiency of Sterling Bank’s POS systems in processing retail transactions, focusing on key performance indicators such as transaction speed, error rates, and customer satisfaction. The research will combine quantitative data analysis with qualitative insights from retail staff and customers to provide a comprehensive evaluation of POS system performance (Ibrahim, 2025).
Statement of the Problem :
Despite significant investments in upgrading POS systems, Sterling Bank continues to experience issues that affect retail transaction processing efficiency. System downtimes, network connectivity problems, and occasional discrepancies in transaction records have been reported, leading to delays and customer dissatisfaction (Olatunde, 2023). These technical challenges not only slow down the transaction process but also undermine the reliability of the bank’s digital payment ecosystem. Moreover, the rapid evolution of retail payment methods and increased security threats demand constant system updates, which have proven to be both costly and complex to implement.
The variability in POS performance across different retail outlets further complicates efforts to maintain a consistent level of service quality. Some outlets report high levels of efficiency, while others experience frequent operational disruptions, suggesting a lack of uniformity in system maintenance and user training. Additionally, the absence of real-time monitoring and timely technical support exacerbates the problem, leading to prolonged system failures that impact both the bank’s reputation and its revenue generation. There is a pressing need to evaluate the current POS system’s efficiency, identify the underlying causes of technical issues, and develop strategies to enhance overall performance. This study aims to address these challenges by assessing key performance metrics and gathering insights from stakeholders to propose targeted improvements that will ensure smoother retail transaction processing (Musa, 2024).
Objectives of the Study:
To assess the efficiency of Sterling Bank’s POS systems in processing retail transactions.
To identify the primary technical and operational challenges affecting system performance.
To recommend strategies for improving POS system reliability and customer satisfaction.
Research Questions:
How efficient are Sterling Bank’s POS systems in retail transaction processing?
What are the main technical challenges impacting POS system performance?
How can the efficiency and reliability of POS systems be enhanced?
Research Hypotheses:
H1: Upgraded POS systems significantly reduce transaction processing times.
H2: Inadequate network connectivity negatively impacts POS system performance.
H3: Regular system maintenance and real-time monitoring improve overall efficiency.
Scope and Limitations of the Study:
The study focuses on the efficiency of POS systems in retail outlets managed by Sterling Bank between 2023 and 2025. Limitations include potential variability in infrastructure across locations and reliance on self-reported data from staff.
Definitions of Terms:
POS System: A Point of Sale system used to process transactions at retail outlets.
Transaction Processing Efficiency: The speed and accuracy with which transactions are completed.
Digital Payment Technologies: Electronic systems used for processing financial transactions.
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