A STUDY ON THE ADOPTION OF ELECTRONIC PAYMENT SYSTEMS AND THEIR IMPACT ON CUSTOMER SATISFACTION IN CHENNAI
Abstract
A digital payment system is an electronic platform that enables consumers to conduct electronic commerce transactions for their purchases and financial activities. The primary goal of the survey is to determine the level of customer satisfaction with electronic payment options. The study focused on clients who use electronic payment methods as respondents. This study uses primary data from a structured questionnaire to examine the perspectives of customers who use electronic payments. This study utilized 119 samples, and a convenient sampling strategy was employed to choose the respondents. Various multivariate approaches, such as ANOVA, Chi-square, and t-test, were employed to evaluate the different hypotheses. The analysis showed no notable disparity in satisfaction levels with electronic payment services based on respondents' education qualifications. However, there was a significant disparity in satisfaction levels with electronic payment services based on respondents' age groups. Security and privacy are the key elements contributing to trust, the primary criteria influencing the acceptance of electronic payment for customer pleasure.
Keyword : Digital payment system, electronic payment method, customer satisfaction.
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