customer satisfaction moblie payment
229658052
THE IMPACT OF QUALITY E PAYMENT SYSTEM ON CUSTOMER SATISFACTION
The electronic payment system (e payment system) is one of the modern methods to facilitate the completion of transactions. The success of the e payment system depends on customer satisfaction with its use. This study was aimed at examining the effect of service quality of epayment system on e payment user's satisfaction in Abu Dhabi city in UAE. The service quality in the study included six dimensions that ware tangible, reliability, responsiveness, assurance and security, performance, and empathy. The study followed a quantitative approach. The population was selected among e payment users in Abu Dhabi through a random sampling technique. Primary data was gathered from 233 respondents by using close ended questionnaires based on the Likert scale. A descriptive statistical analysis was employed to analyze the data. The findings illustrated that the service quality of e payment had a positive impact on e payment users' satisfaction. Based on the results of the study and its conclusion, possible recommendations were proposed to decision makers to help them to enhance the e payment system to meet customer expectations and thus their satisfaction.
Ameena Abdulrahman Alhammadi Dr Muhammad Usman Tariq
211532012
Sentiment analysis on customer satisfaction of digital payment in Indonesia: A comparative study using KNN and Naive Bayes
Indonesia payment behaviour has turned from traditional to digital as the impact of the technology growth. Digital payment usage in Indonesia have increased rapidly in recent years. Many companies offer this service with different terms and tariff options. Social media is one of the places where people can express their feeling and opinion, including Twitter. In this research, sentiment analysis and opinion mining is conducted to see public satisfaction towards the digital payment service in Indonesia (OVO, GO PAY and LinkAja) This research is using Twitter data and has several stages, which are data crawling from Twitter, data cleaning, feature selection and classification using two machine learning approach (Naive bayes classifier and K Nearest Neighbour or KNN) The raw data is processed to get the clean data, and to get the appropriate feature for classification algorithm and then perform classification and validation to the model. As for the classification algorithm, this research finds out that KNN has better accuracy than Naive Bayes. The result of this research also shows that LinkAja and G0 PAY has more neutral sentiment or customers nearly satisfied of the services provided, and OVO has more negative sentiment than neutral sentiment
Hilman Wisnu Muhammad Afif Yova Ruldevyani
220479457
Impact of E bills Payment on Customer Satisfaction in Uganda: Stanbic Bank Uganda Limited as the Case Study
The purpose of the study was to examine the effect of e bill payment on customer satisfaction in Uganda with Stanbic Bank Uganda Limited as the case study. The study involved 5 managers, 10 Middle Level staff involved in E banking operations, 5 Head office (Stanbic) E banking operative staff, 8 Customer relationship officers attending walk in customers and 63 Customers of Stanbic Bank Uganda Limited. A cross sectional approach, as well as a combination of quantitative and qualitative data analysis techniques was employed in this study. Quantitative data analysis techniques involved the use of descriptive statistics such as frequencies and percentages to summarize responses on issues of E bills payment impact on customer satisfaction while the Pearson's correlation coefficient was used to establish the relationship between dimensions of E bills payment and customer satisfaction as study objectives. Findings indicate that there is a moderate positive relationship between e bill payment and customer satisfaction; (r=0.266 p=0.016 n=82) The relationship is statistically significant at 95% confidence level since p value (Sig. is less than 0.050 =0.000) This implies that improvements in e bill payment factors shall be related to improvements in customer satisfaction. Findings from descriptive statistics indicated that on average the respondents agreed to the statement that e bill payment has an effect on customer satisfaction which included capacity to handle a greatly enhanced volume and of payments, far lesser time per bill handles, increased efficiency and accuracy and reduced payment concerns.
Sazir Nsubuga Mayanja
219058402
Analysis of Customer Satisfaction Factors on e Commerce Payment System Methods in Indonesia
e Commerce companies are currently competing to make it easier for customers to make transactions with a variety of payment system methods that have been provided and developed. The research aims to find out the factors that influence customer satisfaction in using the payment system method. The variables used in the study are service, comfort, speed, convenience, benefits, active use and security in conducting transactions. The results of the study concluded what factors influence satisfaction to develop a payment system method. The research model and questionnaire use a modified research model of the successful information system model DeLone and McLane and technology acceptance by Tella (2012) and in analyzing the results of the questionnaire, researchers used descriptive statistics and Structural Equation Model (SEM) analysis using AMOS V.26. The results of the management of these data the researchers concluded that there is one variable that is perceived comfort does not significantly affect satisfaction. Results of this study are expected to provide a reference that can be used by digital business people, particularly financial technology or e commerce companies in improving services in applying the Payment System Method by factors that influence the level of customer satisfaction to maintain customer loyalty to the company.
Hafidz Risqiadi Putra
235943176
Analyzing the Brand Activation, Switching Barriers, and Customer Satisfaction on Brand Loyalty (Case Study of OVO Payment Application Users)
The purpose of this study is to analyze the effect of Brand Activation, SwitchingBarrier, Brand awareness, and consumer satisfaction on the Brand Loyalty of OVO paymentProducts. This is an explanatory research that emphasizes the relationship of researchvariables by descriptively testing the hypothesis while focusing on the relationship betweenvariables. The study was carried out by examining the effect of brand activation (X1),switching barrier (X2) customer satisfaction (X3) and the moderating variable of brandawareness (X4) on brand loyalty as the dependent variable. The results showed that BrandActivation, Switching Barriers, and Consumer Satisfaction play a significant influence onBrand Loyalty, while brand awareness mediates the relationship between Brand Activationand Switching Barriers to Brand Loyalty. In addition, Brand awareness does not mediate oraffect the relationship between customer satisfaction and Brand Loyalty, which is influencedby several factors. The results also showed that millennial customers pay attention to theactivities carried out by a brand. Furthermore, the quality of goods and services need tosatisfy the OVO payment products and used to obtain ideas and contribution to increaseOVO Digital Wallet Loyalty.
HeryMargono Akbar Surya Wibowo
202766820
From free to paid: Customer expertise and customer satisfaction on knowledge payment platforms
Abstract In this study, we investigate what factors are influential to customer satisfaction of paid knowledge, especially among different customer segments, by integrating user activities on both free and paid platforms. Considering the complexity of knowledge acquisition, we first propose a novel measurement of "customer expertise" based on text mining, as a criterion for customer segmentation. Drawing upon the value percept diversity theory, we then postulate a conceptual model proposing that customers with different expertise would react differently to the price of knowledge and historical knowledge consuming transactions, in terms of customer satisfaction. We test the model empirically through the hierarchical OLS regression with data collected from Zhihu and Zhihu Live. Distinguishing expert and novice customers, we have findings that (1) expert customers are less sensitive to price; (2) historical price positively influences the satisfaction of novice customers, but negatively for expert customers; (3) expert customers are less influenced by historical satisfaction, which have important implications for market targeting and knowledge pricing strategy.
Decis. Support Syst.
Jin Zhang Jilong Zhang Mingyue Zhang
234541419
A study on customer satisfaction on e payment applications
Mr Ram Babu Cherukur P SrilakshmiHarshitha
209459349
Instagram Sentiment Analysis with Naive Bayes and KNN: Exploring Customer Satisfaction of Digital Payment Services in Indonesia
Internet penetration and trends of social media have generated a load of data and many researchers have done sentiment analysis to know user's customer satisfaction of a particular brand through textual data form. This research was conducted to determine the customer satisfaction of digital payment services (Go Pay, Ovo, and LinkAja) in Indonesia, analyzed from the result of Instagram sentiment analysis, in which the textual data form used is the Instagram comment. The research model was built with sentiment analysis classification algorithm: Naive Bayes and K Nearest Neighbors (KNN) and customer satisfaction theory. The result of this research with 3800 training data and 200 test data by using 20 k fold cross validation shows that GO PAY has all kinds of customers who satisfied, not satisfied and both. As for OVO and LinkAja have a more neutral sentiment. The most accurate classification algorithm implemented in this research is the KNN classifier algorithm, up to 90% The final sentiment analysis result of this research contributed to the current state of customer satisfaction towards Go Pay, Ovo, and LinkAja as a digital payment service provider in Indonesia and maybe an input to the relevant stakeholder.
2019 International Workshop on Big Data and Information Security (IWBIS)
Hanif Sudira Alifiannisa Lawami Diar Yova Ruldeviyani
210920692
How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction The SOR Model
In recent years, due to smartphones being more popular and the wireless network infrastructure improving, individuals are no longer constrained by the workflow on personal computers. Therefore, business operators are constantly launching new mobile application services for everyday life. This study mainly explores how mobile payment adopts the determinants, and adds utilitarian value, hedonic value and salesperson performance as antecedences to understand whether utilitarian value, hedonic value and salesperson behavior can affect satisfaction through determinants, as well as to understand consumers' mobile payment usage intention through the stimulus response model. The research objectives of this study are mainly mobile payment users in Taiwan. 425 valid questionnaires were received. This study uses a structural equation model to analyze the data. This study's results indicate that utilitarian value, hedonic value and salesperson selling behaviors positively affects customers' satisfaction, which customers' satisfaction positively affects mobile payment usage intention. The research results could provide mobile payment operators with references in the design and implementation of the mobile payment and application process, thereby accelerating the popularization of mobile payment.
Sustainability
Su-Chang Chen Kuo Cheng Chung Ming Yueh Tsai
151298136
Pengaruh website design dan payment system terhadap e customer loyaty melalui e customer satisfaction pada Lazada di Surabaya
Penelitian ini bertujuan menganalisis pengaruh Website Design dan Payment System terhadap E Customer Loyalty melalui E Customer Satisfaction pada Lazada di Surabaya. Pada keadaan pasar yang semakin kompetitif dan maraknya usaha usaha baru di industri online shopping, perusahaan dituntut untuk memberikan pengalaman yang mengesankan dan memaksimalkan kualitas pelayanan yang diberikan agar dapat memuaskan pelanggan, dan tentunya pelanggan akan menjadi loyal kepada perusahaan. Teknik pengambilan sampel yang digunakan adalah non probability sampling dengan cara purposive sampling. Sampel yang digunakan dalam penelitian ini sebesar 150 responden. Karakterstik responden dalam penelitian ini adalah responden yang pernah melakukan transaksi pada Lazada di Surabaya. Data dikumpulkan menggunakan kuesioner. Teknik analisis data yang digunakan adalah analisis SEM dengan program LISREL. Hasil penelitian membuktikan bahwa Website Design memiliki pengaruh yang signifikan terhadap E Customer Satisfaction; Payment System memiliki pengaruh yang signifikan terhadap E Customer Satisfaction; E Customer Satisfaction memiliki pengaruh yang signifikan terhadap E Customer Loyalty. Website Design dan Payment System memiliki pengaruh yang signifikan terhadap E Customer Loyalty melalui E Customer Satisfaction. Saran penelitian yang dapat diterapkan Lazada di Surabaya adalah meningkatkan kualitas layanan pada website secara berkala serta melibatkan pelanggan dalam kegiatan promosi dan bekerjasama dengan e money yang terkenal di Indonesia, agar dapat memuaskan pelanggan dan menjadikan pelanggan loyal.
Vania Indah Tjandrawati