Factor Affecting Customer Satisfaction towards Online Payment

Abstract

This study examines the factor affecting customer satisfaction towards online payment. The study has followed descriptive and casual research design. This study used descriptive statistic, correlation analysis and regression analysis to analyze the data. This study reveals that the majority of the respondents agreed that convenience is the factor highly affects their customer satisfaction towards online payment and they believe that their customer satisfaction level is also high. The correlation analysis reveals that there is significant positive relationship between ease of use of online payment and customer satisfaction. Similarly, transaction speed of online payment has significant positive relationship with customer satisfaction. At the same time, there is significant positive relationship between convenience of online payment and customer satisfaction. Besides these, security of online payment has significant positive relationship with customer satisfaction. The multiple regression analysis shows that there is significant positive effect of ease of use of online payment on customer satisfaction. Likewise, transaction speed of online payment has significant positive impact on customer satisfaction. At the meantime, there is significant positive effect of convenience of online payment on customer satisfaction. Moreover, security of online payment has significant positive effect on customer satisfaction. Therefore, this study concluded that all the variables are major factors of customer satisfaction towards online payment. Keywords: Customer satisfaction, ease of use, transaction speed, convenience and security/privacy