IMPACT OF ELECTRONIC PAYMENT SYSTEM ON CUSTOMER SATISFACTION
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ABSTRACT
The study examined the impact of electronic payment system on customer satisfaction in Nigeria. Particularly, the study investigated the extent to which electronic payment systems such as internet banking, mobile banking, ATM and POS system influence customer satisfaction in Nigeria using a case study of students of Redeemers University.
It can be deduced from the review of literature that e-payment systems promote service delivery, loyalty and customer satisfaction. E-payment systems help to track customers. It also helps to map out terrains of the future and chart the most profitable course and also changes the way organizations approach their customers.
The study made use of primary data. Structured questionnaire was administered to 504 randomly selected students of Redeemers University. The data obtained were then subjected to the statistical analysis of descriptive statistics and multiple regression analysis. The results revealed that internet banking, mobile banking, ATM and POS system positively and strongly influence customer satisfaction (both individually and jointly). In addition, ATM has the highest effect on customer satisfaction, followed by mobile banking and internet banking. POS system has the least effect on customer satisfaction.
The study concludes that the easiness, flexibility, reliability, accessibility, cost effectiveness, safety and security as well as personalization of electronic payment systems in Nigeria with respect to ATM, POS, internet and mobile banking has strong impact on customer satisfaction in Nigeria.
The study suggested that; Management of commercial banks and other financial service providers should deepen their investment and technical efficiency in internet banking as far as usefulness, friendliness and personalized internet banking are concerned; Management of banking institutions and other financial service providers should enhance the application of mobile banking to increase customer satisfaction; Banking institutions should invest in ATMs that are easy to use, guarantees privacy and security, affordable charges and the one that allows customers to make deposits; Banking institutions are advised to work with major retail outlet and other organizations that use point-of sale systems in order to ensure the cards issued to customers and POS systems are useful, fast and reliable.
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