CUSTOMER EXPECTATIONS IN E-WALLET SERVICES
European Journal of Molecular & Clinical Medicine,
2020, Volume 7, Issue 3, Pages 4160-4178
AbstractThis research aims to evaluate the variables in Malaysia's e-wallet services that may contribute to customer satisfaction. A financial institution has recently launched an e-wallet as an alternative payment system for customers. To increase their market share, service providers need to consider consumer expectations and find ways to improve customer loyalty. The research used a quantitative approach where questionnaires were used to gather information. Five hundred questionnaires were distributed among students in Kuala Lumpur through Google to different social groups. Within 14 days of the specified grace period, two hundred and twelve usable answers were obtained. In order to get further participation, three updates are typically sent to all the social classes. The findings indicate that three key factors are crucial: quality of service, confidence, and brand image.
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