The Impact of Quality E-payment System on Customer Satisfaction

Abstract

The electronic payment system (e-payment system) is one of the modern methods to facilitate the completion of transactions. The success of the e-payment system depends on customer satisfaction with its use. This study was aimed at examining the effect of service quality of e–payment system on e-payment user's satisfaction in Abu Dhabi city in UAE. The service quality in the study included six dimensions that ware tangible, reliability, responsiveness, assurance and security, performance, and empathy. The study followed a quantitative approach. The population was selected among e-payment users in Abu Dhabi through a random sampling technique. Primary data was gathered from 233 respondents by using close-ended questionnaires based on the Likert scale. A descriptive statistical analysis was employed to analyze the data. The findings illustrated that the service quality of e-payment had a positive impact on e-payment users' satisfaction. Based on the results of the study and its conclusion, possible recommendations were proposed to decision-makers to help them to enhance the epayment system to meet customer expectations and thus their satisfaction.