International Journal of Marketing and Business Communication

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Assessing Impact of Electronic Payment Technology on Customers’ Satisfaction Level at Shell Relays Filling Station in Mauritius


Affiliations
1 Honoris Educational Network,, Mauritius
     

   Subscribe/Renew Journal


The electronic payment system (EPS) is one of the most-advanced systems for enabling the execution of transactions. Effective use of the e-payment system relies on customer satisfaction level. In view of this, this study aimed to investigate the impact of electronic payment technology on customers’ satisfaction level at Shell Relays Filling Station in Mauritius. The study revealed various impacts of e-payment, such impacts as the usability, time factor, affordability, user-friendliness and protection. It has also been discovered that the level of education has a greater effect on consumer satisfaction. To achieve the stated objective, the study followed a quantitative approach. The population was selected among e-payment users at Shell Relays Filling Station through a random sampling technique. Primary data were gathered from 118 respondents by using online questionnaires. The results are consequently analysed in tables, bar charts, and pie charts derived by the computer software Statistical Package for Social Science (SPSS) and Microsoft Excel. Based on the findings of this report and its conclusion, practicable recommendations were suggested to decision-makers to help them improve the e-payment system in order to fulfill consumer needs and thereby satisfying them.

Keywords

E-Payment, Electronic Payment System, Information and Communication Technology, Statistical Package for Social Science
Subscription Login to verify subscription
User
Notifications
Font Size


  • Abraham, J., & Barker, K. (2014). Exploring gender difference in motivation, engagement and enrolment behaviour of senior secondary physics students in New South Wales. Research in Science Education, 45(1), 59-73.

  • Abor, J. (2004). Technological innovation and banking in Ghana, an evaluation of customers’ perspective. American Academy of Financial Management, 1(3), 338-356.

  • Adeoti, O., & Osotirnehin, K. (2012). Adoption of point of sale terminals in Nigeria: Assessment of customers level of satisfaction. Research Journal Finance Accounting, 3, 1-6.

  • AlL-ma’aitah, M., & Shatat, A. (2011). Empirical study in the security of electronic payment. International Journal of Computer Science Issues, 8(4), 45-60.

  • Anil, B. (2016). Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding.

  • Antwi, S. K., Hamza, K., & Bavoh, S. W. (2015).Examining the effectiveness of electronic payment system in Ghana: The case of e-ZWICH in the tamale metropolis. Research Journal of Finance and Accounting Online, 6(2), 2222-2847.

  • Antoniou, G., & Batten, L. (2011). E-commerce: Protecting purchaser privacy to enforce trust. Electronic Commerce Research, 11(4), 421-456.

  • Armey, L. E., Lipow J., & Webb, N. J. (2014). The impact of electronic financial payments on crime. Inf Econ Policy, 29, 46-57.

  • Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, (20), 21-28.

  • Burns, N., & Grove, S. K. (2005). The practice of nursing research: Conduct, critique, and utilization (5th ed.).St. Louis: Elsevier Saunders.

  • Chaudhry, S. A., Farash, M. S., Naqvi, H., & Sher, M.(2016). A secure and efficient authenticated encryption for electronic payment systems using elliptic curve cryptography. Electronic Commerce Research, 16(1), 113-139.

  • Chin, L. P., & Ahmad, Z. A. (2015). Consumers’ Intention to use a single platform e-payment system: A study among Malaysian internet and mobile banking users.Journal of Internet Banking and Commerce, 20(1), 1-13.

  • Cristobal, E., Flavian, C., & Guinalíu, M. (2007).Perceived E-Service Quality (PESQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Journal of Service Theory and Practice, 17(3).

  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340.

  • Duy, P. N. N., & Hoang, T. M. (2017). Factors affecting customer satisfaction and customer loyalty the case of Binh Duong ceramic product. In Proceedings of NIDA International Business Conference 2017-Innovation Management: Bridging Theory and Practice, Bangkok, Thailand, 380.

  • Domingo, R. T. (2014). Consistency in service quality.

  • Drehmann, M., Goodhart C., & Krueger, M. (2014). The challenges facing currency usage. Economic Policy.

  • Federal Reserve Board. (2001). E-payments in industrial financing. Chicago: Federal Reserve Board.

  • George, S. O. (2011). The prospects and barriers of e-commerce implementation in Tanzania Liberalization of banking industry, 4.

  • Gogoski, R. (2012). Payment systems in economy - Present and future tendencies. Procedia. Social Behavioral Sciences. 44, 436-445.

  • Gyambrah, K. (2016). The contribution of electronic banking to customer satisfaction: A case of Gcb Bank Limited - Koforidua. International Journal of Managing Information Technology, 8(1), 1-11.

  • Hayashi, F. (2014). Mobile payments: Merchants’ perspectives. Economic Review, 99, 5-30.

  • Hayashi, F. (2012). Mobile payments: What’s in it for consumers? Economic Review-Federal Reserve Bank of Kansas City, 35-66.

  • Hidayanto, A. N., Hidayat, L. S., Sandhyaduhita, P. I., & Handayani, P. W. (2015). Examining the relationship of payment system characteristics and behavioural intention in e-payment adoption. International Journal of Business Information Systems, 19(1), 58-86.

  • Jun, M., & Palacios, S. (2016). Examining the key dimensions of mobile banking service quality: An exploratory study. International Journal of Bank Marketing, 34(3), 307-326.

  • Kabir, M. A., Saidin, S. Z., & Ahmi, A. (2017). Adoption of e-payment systems: A review of literature.

  • Katherine, N., & Peter, C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6). doi:https://doi.org/10.1509/ jm.15.0420 Kaur, K., & Pathak, A. (2015). E-payment system on e-commerce in India. International Journal of Engineering Research and Applications, 5(2), 79-87.

  • Kim, J.-H., & Chungho, K. (2010). E-service quality perceptions: A cross-cultural comparison of American and Korean consumers. Journal of Research in Interactive Marketing, 2040-7122.

  • Karjaluoto, H., Karvonen, J., Kesti, M., & Timo, K.(2005). Factors affecting consumer choice of mobile phones: Two studies from Finland. Journal of Euro Marketing, 14(3).

  • Liébana-Cabanillas, F., Sánchez-Fernández, J., & MuñozLeiva, F. (2014). Antecedents of the adoption of the new mobile payment systems: The moderating effect of age. Computers in Human Behavior, 35, 464-478.

  • Lin, C., & Nguyen, C. (2011). Exploring e-payment adoption in Vietnam and Taiwan. The Journal of Computer Information Systems, 51(4), 41-52.

  • Loonam, M., & O’loughlin, D. (2008). Exploring e- service quality: A study of Irish online banking. Marketing Intelligence & Planning.

  • Mallat, N. (2007). Exploring consumer adoption of mobile payments - A qualitative study. Journal of Strategic Information Systems, 16(4), 413- 432.

  • Nyumba T. O., Kerrie, W., Christina J., & Mukherjee, N. (2018). The use of focus group discussion methodology: Insights from two decades of application in conservation.

  • Odia, E., & Adekunle S. A. (2020). Determinants of customer loyalty to mobile phone brands.

  • Oginni, S. O. (2013). Impact of electronic banking on commercial banks’ performance. Germany: Saarbucken, Lap Lambert Academic Publishing.

  • Oyewole, O. S., El-Maude, J. G., Abba, M., & Onuh, M.E. (2013). Electronic payment system and economic growth: A review of transition to cashless economy in Nigeria. International Journal of Scientific Engineering and Technology, 2, 913-918.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988).SERVQUAL: A multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12-40.

  • Paul, A., & Friday, O. (2012). Nigeria’s cashless economy: The imperatives. International Journal Management Business Studies, 2, 31-36.

  • Peter, M. O., & Babatunde, P. J. (2012). E-payment: Prospects and challenges in Nigerian public sector. International Journal of Modern Engineering Research, 5, 3104-3106.

  • Qatawneh, A. M., Aldhmour, F. M., & Alfugara, S.M. (2015). The adoption of Electronic Payment System (EPS) in Jordan: Case study of orange telecommunication company. Journal of Business and

  • Management, 6(22), 139-148.

  • Slade, E. L., Williams, M. D., & Dwivedi, Y. K. (2013). Mobile payment adoption: Classification and review of the extant literature. Marketing Review, 3(2), 167-190.

  • Slozko, O., & Pelo, A. (2015). Problems and risks of digital technologies introduction into e-payments.Transformations in Business and Economics, 14(1),42-59.

  • Tella, A., & Abdulmumin, I. (2015). Predictors of users’ satisfaction with e-payment systems: A case study of staff at University of Ilorin, Nigeria. Organizacija,48(4), 272-286.

  • Tella, A., & Olasina, G. (2014). Predicting users’ continuance intention toward e-payment system: An extension of the technology acceptance model.

  • Teoh, W. M., Chong, S. C., Lin, B., & Chua, J. W. (2013). Factors affecting consumers’ perception of electronic payment: An empirical analysis. Internet Research, 23,465-485.

  • Travica, B., Josanov, B., Kajan, E., Vidas-Bubanja, M., & Vuksanovic, E. (2007). E-commerce in Serbia:Where roads cross electrons will flow. Journal of Global Information Technology Management, 10(2), 34-56.

  • Wenner, G., Obeysekare, E., & Mehta, K. (2017). Organizational models of mobile payment systems in low-resource environments. Information Technology for Development, 1-25.

  • World Payments Report. (2014). Xu, H. (2013). The effect of perceived security onconsumers’ intent to use: Satisfaction and loyalty to m-commerce in China. Journal of Electronic Commerce

  • in Organizations, 11(4), 37-51.


Abstract Views: 363

PDF Views: 0




  • Assessing Impact of Electronic Payment Technology on Customers’ Satisfaction Level at Shell Relays Filling Station in Mauritius

Abstract Views: 363  |  PDF Views: 0

Authors

Shadrack Khaoya Wakhura
Honoris Educational Network,, Mauritius

Abstract


The electronic payment system (EPS) is one of the most-advanced systems for enabling the execution of transactions. Effective use of the e-payment system relies on customer satisfaction level. In view of this, this study aimed to investigate the impact of electronic payment technology on customers’ satisfaction level at Shell Relays Filling Station in Mauritius. The study revealed various impacts of e-payment, such impacts as the usability, time factor, affordability, user-friendliness and protection. It has also been discovered that the level of education has a greater effect on consumer satisfaction. To achieve the stated objective, the study followed a quantitative approach. The population was selected among e-payment users at Shell Relays Filling Station through a random sampling technique. Primary data were gathered from 118 respondents by using online questionnaires. The results are consequently analysed in tables, bar charts, and pie charts derived by the computer software Statistical Package for Social Science (SPSS) and Microsoft Excel. Based on the findings of this report and its conclusion, practicable recommendations were suggested to decision-makers to help them improve the e-payment system in order to fulfill consumer needs and thereby satisfying them.

Keywords


E-Payment, Electronic Payment System, Information and Communication Technology, Statistical Package for Social Science

References