Foreign Literature Customer Satisfaction Through Online Payments
Foreign Literature Customer Satisfaction Through Online Payments
The present research pioneers in studying the relationship between users and current
mobile payment solutions and offers guidelines for developers in creating and updating their
products, and merchants in choosing mobile payment solutions that suit their businesses.
The present research has extended the existing understanding of customer satisfaction
and dissatisfaction sources with respect to technology. While satisfaction determinants with
technological products were widely discussed previously , none of these works reached mobile
payments. Overall, it has been found that the main sources of satisfaction in this context are
convenience, ability to deliver the expected function, ability to guarantee secure transactions and
function when other payment methods fail. Overall, the sources observed are similar to the
determinants reported for other technology based services , while some mobile payment specific
sources, such as payment process speed, have also been reported herein.
In addition, the positive perception of the users should motivate merchants to accept
Maia (2020) concluded that most of the respondents reported a high satisfaction level in
e-payment. Considerable percentage of the respondents are satisfied with the e-payment system
in Udupi Taluk. Some respondents are less satisfied with the e-payment system, it is
recommended that there should be an improvement in the e-payment system. Both male and
salesperson selling behaviors positively affect customers’ satisfaction, and Utilitarian value is
considered to be an assessment of all the utilitarian costs and benefits. Hedonic value refers to
the emotions about products, services and activities generated on the basis of hedonic activities,
focusing on the experiences of the product purchasing process. Therefore, the perceived value
which comprises hedonic value and utilitarian value and salesperson selling behavior has
positively affected customers’ satisfaction. In the part of customer satisfaction, this study finds
that consumers’ utilitarian value, hedonic value and salesperson selling behavior have positive
impacts on customer satisfaction. This shows that customers tend to attach more importance to
Many customers think that they will feel the existence of individual uniqueness at the
moment of mobile payment, making them feel different from others, which will lead to the
improvement of customer satisfaction. When consumers feel the convenience and happiness
brought on by mobile payment, or feel the good performance of salesmen in the operation
process, they will have greater intention to use mobile payment during consumption.
Therefore, operators can make use of the utilitarian value or hedonic value of mobile payment to
create topics, encourage consumers to use mobile payment in consumption, and make use of the
In the research of the effect of electronic payment on customer satisfaction, it shows that
despite the many advantages of online banking, people still consider it as an alternative for
analyzing their bank records. Going through the survey the main problem lies that still customers
have a fear of hacking of accounts and thus do not go for internet banking. Banks are trying their
level best by providing the best security options to the customer from opening an internet bank
account.
(Alhammadi and Tariq, 2020). It depends on customer satisfaction for the success of e-payment.
In the findings of their study on the impact of quality e-payment systems on customer
satisfaction, it illustrates that the service quality of e-payment had a positive impact on e-
among Undergraduate Students, they concluded that the ease, flexibility, reliability,
accessibility , cost effectiveness, safety and security in electronic payment in Nigeria, the internet
and mobile banking has a strong impact on customer satisfaction in Nigeria. D. Mathur (2017)
in his study “ A survey of Awareness about Security in E-payment System, he said that peoples
are not so aware about the security concern while making e-payments. There is a need to have
Mobile payment has been more and more popular among young people and used by
consumers. It is mainly applied to online and offline payment such as two-dimensional barcode
shopping, payment by public transportation, and game of grabbing red envelopes. (Lin et al.,
2021). In this study, convenience, security, credibility and consumer satisfaction are being
investigated.
In the study of the determinants of electronic payment system usage from consumers’
perspective, it showed that both technical protection and personal past experience are important
determinants of perceived security. Perceived security and perceived trust has been important
trust and security in EPS use; it could be that consumers may find transaction procedures but also
Yaakub etal., (2016), concluded that there are lot of choices in terms of online or offline
payment methods avaia to Zakat payers in Malaysia. It is revealed that internet banking,
bank cards and credit cards are the most preferred e-payment system among institutions’
customers. Furthermore, e-payment can be considered as one of the factors which contribute to
the boost of Zakat collection in Malaysia and other non-profit organizations since e-payment
According to the study of Wenjing Yang (2017), online payment systems are popular. All
the respondents have experience on online payment. Debit Card, and Net bank are the most
popular online payment systems. The second one is third-party online payment systems. In
China, AliPay is the top online payment system and Paypal is more popular in Europe.
Convenience and the quickness of transactions are the two main factors that contribute to an
online payment system. Having a secure, reliable and trustworthy online payment environment is
important. Malware attacks and financial issues are the main challenges of online payment.
Technical problems and vulnerability to cyber-crime are also some of the main pros of using an
Author ( Khan, et al, 2017) concludes that online payment methods are increasingly
being used for making daily online as well as onsite purchases. Advances in technology
supporting mobile transactions and making them more convenient and transparent is developing
trust among customers. A study concludes that a better integration of online payment systems
According to Bauman and Bachmann (2017, p. 68), the consumer "expects the website to
be a reliable means for the transaction and the vendor to behave in an honest and professional
manner when fulfilling the purchase request”. The described situation contains the concept of
trust, which includes three different elements: the trustor and trustee, the element of
Consumers "expect the website to be a dependable means of transaction, and the vendor
to operate in an honest and professional manner when fulfilling the purchase request," according
to Bauman and Bachmann (2017, p. 68). Because the respondents expressed a need for the
transaction to be completed appropriately and a need for transparency became evident, the
analyzed primary data agree with Bauman and Bachman (2017). These elements help to build
consumer trust and are also linked to internet security. Although there is no human involvement
with online payments, they are nevertheless built on a system that contains trust traits seen in
human interaction. A sense of vulnerability, uncertainty, and risk is found in the interviewees'
answers when purchasing from unknown websites, especially foreign ones that are located
which focus the consumers’ perception of trust and security in e-payment.(Antinoja & Scherling,
2019), around 45% of Swedish consumers canceled their online purchase in 2018 because of
high delivery fees and issues concerning payments. The Technology Acceptance Model 3 and its
determinants perceived usefulness and perceived ease of use, as well as how they contribute to
the e-payment method decision, are the topic of this study. Furthermore, the importance of online
trust and security in relation to purchase cancellations owing to trust and security difficulties in
For Swedish millennials, both online trust and online security are the most important
determinants when evaluating whether or not the e-payment method could be used. When
deciding between e-payment systems, perceived ease of use appeared to be more important.
Furthermore, decisions are made depending on which e-payment method is the most secure,
trustworthy, and easy to use. The presence of those determinants increases perceived usefulness
as well. When making domestic purchases online, perceived ease of use and perceived
usefulness appear to be more important. If the purchase is done from a foreign website, however,
Divya (2016) highlighted the importance of trust among the customers as it is one of the
crucial factors that increase the usage of online payment and it provides the customers a sense of
security while doing their paymen t. Older users are more susceptible to the usage of online
payment since there is a feeling that there would be insecurity while doing the payment. If trust
is created among the customers through improving the authentication process and privacy, they
would feel that the online payment system would be more reliable.
Dustan and Gurler (2016) found the factors affecting the adoption of Mobile Payment
Systems and found out how these factors affect the intention to use payment systems. As a result,
it was revealed that Perceived Trust, Perceived Mobility and Attitude factors have a positive
effect on the adoption of Mobile Payment Systems. Furthermore, the study did not detect any
significant evidence for Perceived Usefulness and Perceived Ease of Use factors on the adoption
of MPS. Another set of findings were the positive effect of reputation and the negative effect of
to multiple planned and unplanned events (Kar, 2020). The study established that cost,
usefulness, trust, social influence, credibility, information privacy and responsiveness factors
appear to be more important in increasing the usage satisfaction of mobile services. The adoption
rate of mobile payment services will increase if these factors are addressed perfectly by the
mobile payment services. S Fatonah et al., (2018) concluded that there is a need for more
research on how to create trust in electronic payment systems, customer interest in using
electronic payment systems and about the importance of security. Future research needs to
address several issues with regard to several issues, especially those concerning future electronic
payments. Liu et al. (2019) conducted a meta-analysis to identify the factors affecting
consumer behaviour towards mobile payment. Their meta-analysis was based on 61 papers
This study employs the cross sectional survey research design to capture the entire 23
staffs of College of Education Minna Microfinance Bank as the sample size of the study, and the
descriptive and inferential statistics to examine the impact of Electronic-Payment Systems on the
financial performance of Microfinance Banks and Institutions in Niger state, Nigeria. In addition,
it was discovered that ATM facilities, Internet-based e-payment systems, e-payment cards , and
mobile banking platforms have a significant positive impact on the financial performance of
Cashless financial transactions were favoured due to the features associated. It is shown
that cash is more effective personal budgeting due to the psychological attachment and increased
value associated with it. (Davies, 2017). Cashless transactions would not be changed as a
primary method due to routine and general convenience. It was concluded that student's attitude
The International Journal of Academic Research in Business and Social Science (2017)
conducted a study of the relationship between customer satisfaction and customer trust on
customer loyalty. The furious competition among banks drives owners to seek out strategies to
ensure market viability and achieve a competitive advantage even in the face of competition. As
a result, the focus on customer loyalty has grown more than ever before, attracting the attention
between customer satisfaction and trust on customer loyalty was investigated in the commercial
banks of Sri Lanka. Customer satisfaction has been highlighted as a significant factor in
consumer trust, an indirect association between customer happiness and loyalty was discovered.
article `` Customer satisfaction matters” (Basari, M.A.M.D & Shamsudin M, F) customers are
vital to businesses because they are profit generators, the basis of business strategy, and brand
ambassadors. Because customers play such an essential part in the business, it is critical for the
satisfaction is vital for a business since it has a favorable impact on the company's financial
condition and public reputation. As a result, it is critical for a business to ensure customer
satisfaction by providing the greatest product, positive service experiences, and effective post-
purchase solutions. Customer loyalty, on the other hand, should be the priority.Customer loyalty,
on the other hand, should be a company's long-term goal. A devoted consumer can help a
According to the study of Tella and Abdulmumin (2015), respondents are satisfied with
the e-payment system for the payment of salaries at the University of Ilorin. However, there is a
need to improve the e-payment system so that all and sundry will be satisfied.