scholarly journals “Impact of E-Payment Systems on Customer Satisfaction”

2021 ◽  
Vol 9 (10) ◽  
pp. 573-581
Author(s):  
Akshay Mohan
Keyword(s):  
Customer Satisfaction ◽  
User Experience ◽  
Credit Cards ◽  
Internet Banking ◽  
Primary Data ◽  
Full Time ◽  
Payment Systems ◽  
Online Payment ◽  
The Impact ◽  
Debit Cards

Abstract: Everything has shifted online since the outbreak of the pandemic, from education to full-time jobs to health check-ups. What's important to remember here is that the majority of our day-to-day activities increasingly include making payments online. Although e-payment and e-banking solutions have been available for some time now, the pandemic has effectively compelled a huge portion of the urban and rural populations to use them. This research study aims to find out how widely epayment and e-banking systems are used and how they affect the user experience. Researchers have often been drawn to digital payment systems since they are a relatively new concept (the first digital payment system was only established in the 1990s). Over time, researchers have attempted to characterize the value of digital payment systems and what they represented for modern ecommerce, consumer personal finance, and economies around the world. According to the literature analyzed from many articles and research papers, digital payment is significantly more convenient than traditional paper currency. There has been a lot of studies done on the problems with digital payment systems (such as serious security issues and inaccessibility to these systems owing to low internet penetration), which pushes developers to keep working on these systems for the purpose of safer and faster transactions. According to several studies, online payment technology can cut costs, increase the number of consumers for a firm, improve customer-company interaction, and improve the company's image. This necessitates businesses providing a frictionless payment experience to their customers. In this research paper, a large amount of secondary data, as well as primary data acquired via survey, was utilized to highlight the paper's aims, type, and, most importantly, to analyze and interpret the data in order to better address the problem statement. We've come to the conclusion that electronic payment solutions have a huge impact on client satisfaction. Customers are increasingly turning to e-payment systems as a result of the pandemic's regular lockdowns, which have limited access to banks and conventional ATMs. While making online payments, consumers look for offers, rewards, discounts, and other incentives, which distinguish them from cash on delivery payments. Businesses (large and small) should make sure that their customers have a variety of ways to pay for goods and services (debit cards, credit cards, digital wallets, UPI, prepaid cards). Purpose & Summary of Study 1) Purpose ● To ascertain the extent to which e-payment systems are employed. ● To examine the impact of e-payment systems on customer satisfaction. ● To discuss issues surrounding e-payment systems. 2) Summary: The goal of this study is to find out how widely e-payment and e-banking technologies are used and how they affect the user experience. For the purposes of this study, a large amount of related literature, as well as primary data acquired by survey, was evaluated. Concerns about e-payment systems have also been raised. We noticed that the pandemic has driven a big number of people to utilize e-payment systems and that having a functional and seamless online payment experience is critical to attracting customers to all types of enterprises. Despite security concerns and a lack of access to faster internet connections, Indians are beginning to embrace online payment solutions. Keywords: E-payments, Credit Cards, Online Transactions, Cash Payment, E-Commerce, Customer Satisfaction, Debit Cards, Google-Pay, UPI Apps, Internet Banking

Study of Increasing Adoption Trends of Digital Banking and FinTech Products in Indian Payment Systems and Improvement in Customer Services

2021 ◽  
pp. 229-255
Author(s):  
Narinder Kumar Bhasin ◽  
Anupama Rajesh
Keyword(s):  
Customer Satisfaction ◽  
Central Bank ◽  
Banking System ◽  
Government Agencies ◽  
Payment Systems ◽  
Online Payment ◽  
Customer Services ◽  
The Government ◽  
Digital Payments ◽  
The Impact

The objective of massive adaptation of digital payments by the banks with the support of the central bank of any country along with their government agencies is to improve customer services and satisfaction in the online payment systems in place of cashless and paperless payment systems. There are very few researches that have focused to measure the higher customer satisfaction based on factors like trust, risk-free, secure, transparent, accountability of banks, fintech, regulator, and payment system operators. This chapter analyzes the impact of digital banking and fintech in the Indian banking system, initiatives taken by RBI, NPCI, and the government to build the strong trust of customers in online payment systems to ensure improvement in customer services with higher customer satisfaction.

The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)

2021 ◽  
Vol 2 (4) ◽  
pp. 1415-1422
Author(s):  
Deni Ardiansyah ◽  
Lies Handrijaningsih
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Internet Banking ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Banking Service ◽  
Electronic Service ◽  
The Impact

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.  

scholarly journals Spiritual Well-Being and Religious Commitment in Explaining Customer Satisfaction and Loyalty in Sharia Banking

2021 ◽  
Vol 12 (1) ◽  
pp. 97-118
Author(s):  
Arif Afendi ◽  
Abdul Ghofur
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Religious Commitment ◽  
Well Being ◽  
Internet Banking ◽  
Profit Sharing ◽  
Primary Data ◽  
Probability Sampling ◽  
Spiritual Well Being ◽  
The Impact

Abstract: This research aims to analyze the impact of spiritual well-being and religious commitment on customer satisfaction. And spiritual well-being, religious commitment, and customer satisfaction to customer loyalty. This research was quantitative with multiple linear regression. The data in this research was primary data with 165 banking customers. The sampling technique was non-probability sampling. The result of the research shows that There was a positive and significant effect of spiritual well-being and religious commitment to customer satisfaction. In addition, customer satisfaction has a positive and significant effect on customer loyalty. Another result shows spiritual well-being and religious commitment have a positive and significant effect on customer loyalty. This study provides information to sharia bank management to pay attention to religious and non-religious factors. For example, social, economic, educational, environmental, cultural factors, the magnitude of profit-sharing, completeness of facilities and infrastructure, and the sophistication of facilities such as ATMs, internet banking, and m-banking are considered in consideration finding customers. These factors contribute very dominantly to determine the level of satisfaction and loyalty of customers.Abstrak: Tujuan dari penelitian ini adalah untuk menguji pengaruh spiritual well-being dan komitmen agama terhadap kepuasan nasabah. Serta pengaruh spiritual well-being, komitmen agama dan kepuasan nasabah terhadap loyalitas nasabah. Jenis penelitian ini adalah kuantitatif dengan regresi linear berganda. Data dalam penelitian ini berupa data primer dengan 165 responden  nasabah perbankan. Teknik pengambilan sampel dilakukan dengan menggunakan metode non probability sampling. Hasil penelitian ini menunjukkan bahwa adanya pengaruh positif dan signifikan spiritual well-being dan komitmen agama terhadap kepuasan nasabah. Pengaruh kepuasan nasabah terhadap loyalitas nasabah adalah positif dan signifikan. Selain itu pengaruh spiritual well being dan komitmen agama terhadap loyalitas nasabah  adalah positif dan signifikan. Penelitian ini memberikan informasi kepada pihak manajemen bank syariah untuk memperhatikan faktor keagamaan serta non keagamaan, misalnya, faktor sosial,  ekonomi, pendidikan, lingkungan, budaya, besarnya bagi hasil, kelengkapan sarana dan prasarana serta kecanggihan fasilitas seperti ATM, internet banking, m-banking sebagai pertimbangan dalam mencari nasabah, karena faktor ini memberikan kontribusi yang sangat dominan untuk menentukan tingkat kepuasan serta loyalitas nasabah.

scholarly journals An Exploratory Study of Length and Frequency of Internet Banking Usage

2007 ◽  
Vol 2 (1) ◽  
pp. 76-85
Author(s):  
Booi Hon Kam ◽  
Hernan Riquelme
Keyword(s):  
Customer Satisfaction ◽  
Foreign Exchange ◽  
Exploratory Study ◽  
Internet Banking ◽  
Ease Of Use ◽  
Market Segments ◽  
Customer Base ◽  
Banking Service ◽  
The Impact ◽  
Exchange Transactions

The advent of Internet has provided banks an opportunity to reduce costs, increase customer base, and mass customize by delivering their products and services through this medium. A flurry of studies on Internet banking (IB) has since emerged. The majority of these studies, however, have been directed to either IB adoption or IB service quality delivery. With few exceptions, the impact that customer satisfaction with e-banking service qualities has on IB usage remains unexplored. This study examines a sample of Australian IB users based on their frequency and length of usage. The results show that as customers become more acclimatized to IB, they use these services more often. Further, daily and frequent IB users are more pleased with “ease of use” and “aesthetics” and tend to use IB more for electronic fund transfer and foreign exchange transactions than the less frequent users. The findings suggest that banks need to develop more customized services since there are distinct market segments with different banking requirements.

scholarly journals Customer Satisfaction and Customer Loyalty: Leading Super Markets in Jaffna District, Sri Lanka

2017 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Kumaradeepan V. ◽  
Pathmini, M G S
Keyword(s):  
Social Sciences ◽  
Regression Analysis ◽  
Sri Lanka ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Primary Data ◽  
The Impact

The topic of the research is Customer Satisfaction (CS) and Customer Loyalty (CL); special reference to the leading supermarkets in Jaffna. The objective of the research is to identify the impact of Customer Satisfaction on Customer Loyalty of leading Supermarkets in Jaffna, Sri Lanka. The research is simply deductive approach to find out the impact between Customer satisfaction and Customer loyalty. Quantitative method is available based on primary data. At present there are 08 numbers of supermarkets functioning in Jaffna district and popular three were selected. Random sampling technique is used to collect the data from customers of supermarkets in selected area. The analysis is carried out using a sample of 240 customers in Jaffna and only 218 were taken to analyze. ‘Statistical Package for Social Sciences’ (SPSS) 22.0 version was used in order to analyze the data. Correlation was used to find the connection between Customer Satisfaction and Customer Loyalty. Also Regression analysis is used to predict the value of a variable based on the value of two or more other variables. Also found that about 40 percent connection between Customer Satisfaction and Customer Loyalty and also found around 16% affect by Customer satisfaction to Customer loyalty.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

scholarly journals Effect of Bank Innovations on Profitability and Return on Assets (ROA) of Commercial Banks in Lebanon

2017 ◽  
Vol 9 (4) ◽  
pp. 35 ◽  
Author(s):  
Hiyam Sujud ◽  
Boutheina Hashem
Keyword(s):  
Social Sciences ◽  
Commercial Banks ◽  
Positive Impact ◽  
Credit Cards ◽  
Internet Banking ◽  
Mobile Banking ◽  
Significance Tests ◽  
Return On Assets ◽  
Point Of Sale ◽  
The Impact

The purpose of this research is to study bank innovations in the field of mobile banking, debit and credit cards, automated machines (ATM), internet banking, point of sale terminals (PST) and electronic funds transfer (EFT). It purposely looked into those innovations in relation to their influence on profitability and return on assets (ROA) of Lebanese commercial banks. Data was collected through a research questionnaire, and statistical analysis was done using the Package of Social Sciences Software (SPSS). The results revealed that there is a significant positive impact of bank innovations on profitability and return on assets of Lebanese commercial banks and significance tests also showed that the impact was statistically significant. Based on the results of the study, it can be concluded that bank innovations affect profitability and return on assets (ROA) of commercial banks in Lebanon positively.

17. Electronic payments and cryptocurrency

2019 ◽  
pp. 438-452
Author(s):  
Andrew Murray
Keyword(s):  
Electronic Commerce ◽  
Credit Cards ◽  
Legal Environment ◽  
Electronic Payment ◽  
Payment Systems ◽  
Considerable Time ◽  
Electronic Money ◽  
Electronic Payments ◽  
Payment Methods ◽  
Online Payment

This chapter examines online payment methods, including the use of tokens, in electronic commerce. It first provides an overview of token payments before looking at alternative electronic payment systems including debt substitution, payment by credit cards, and fund transfer. The chapter reviews the failure of the European Commission’s Electronic Money Directive 2000 and examines whether the current law, found in the 2009 Electronic Money Directive, is likely to provide a better legal environment for electronic money to flourish. It spends considerable time looking at the development of cryptocurrencies, including bitcoin and how blockchain is used to establish trust in cryptocurrency transactions, before concluding with an analysis of the law in relation to cryptocurrency.

scholarly journals Unpacking the impact of social media analytics on customer satisfaction: do external stakeholder characteristics matter?

2020 ◽  
Vol 40 (5) ◽  
pp. 647-669 ◽  
Author(s):  
Yichuan Wang ◽  
Minhao Zhang ◽  
Ying Kei Tse ◽  
Hing Kai Chan
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Customer Engagement ◽  
Primary Data ◽  
Social Media Analytics ◽  
Content Type ◽  
External Stakeholder ◽  
Business Partners ◽  
External Stakeholders ◽  
The Impact

PurposeUnderpinned by the lens of Contingency Theory (CT), the purpose of this paper is to empirically evaluate whether the impact of social media analytics (SMA) on customer satisfaction (CS) is contingent on the characteristics of different external stakeholders, including business partners (i.e. partner diversity), competitors (i.e. localised competition) and customers (i.e. customer engagement).Design/methodology/approachUsing both subjective and objective measures from multiple sources, we collected primary data from 141 hotels operating in Greece and their archival data from TripAdvisor and the Hellenic Chamber of Hotels (HCH) database to test the hypothesised relationships. Data were analysed through structural equation modelling.FindingsThis study confirms the positive association between SMA and CS, but it remains subject to the varied characteristics of external stakeholders. We find that an increase in CS due to the implementation of SMA is more pronounced for firms that (1) adopt a selective distribution strategy where a limited number of business partners are chosen for collaboration or (2) operate in a highly competitive local environment. The results further indicate that high level of customer engagement amplifies the moderating effect of partner diversity (when it is low) and localised competition (when it is high) on the SMA–CS relationship.Originality/valueThe study provides novel insights for managers on the need to consider external stakeholder characteristics when implementing SMA to enhance firms' CS, and for researchers on the value of studying SMA implementation from the CT perspective.

scholarly journals Analysis of the Use of Electronic Money in Efforts to Support the Less Cash Society

2016 ◽  
Vol 3 (1) ◽  
pp. 1 ◽  
Author(s):  
Dwi . Wulandari ◽  
Thomas Soseco ◽  
Bagus Shandy Narmaditya
Keyword(s):  
Economic Growth ◽  
Credit Cards ◽  
Qualitative Approach ◽  
State University ◽  
Payment Systems ◽  
Electronic Money ◽  
Cash Payment ◽  
Student Preference ◽  
Technological Developments ◽  
Debit Cards

Technological developments have had an impact on all aspects of life including changes to existing payment systems. Electronic money (E-Money) is a non cash payment instrument in addition to credit cards and debit cards. E-money offers advantages over debit cards and credit cards that give the ease, speed, and efficiency. The issue discussed in this research covers the intensity of the use of e-money, the volume of transactions, preferences, and perceptions about the use of e-money at the Faculty of Economics, State University of Malang. This study used a qualitative approach. The findings showed that only a small portion of the respondents (17.07%) has already been used BRIZZI card as a means of payment. Majority of students simply do as much as 3-5 times transaction per month. The volume of transactions in using E-money is still low. Student preference to use BRIZZI is relatively small. Most of the respondents supported less cash society because they believe it will promote economic growth and stability.

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