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CUSTOMER EXPECTATIONS IN E-WALLET SERVICES

    Authors

    • Muhammad Asyraf Hasim 1
    • Sanusi Abdul Manaf 1
    • Aeshah Mohd Ali 2

    1 Universiti Kuala Lumpur

    2 UCSI University, Kuala Lumpur, Malaysia

,

Document Type : Research Article

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Abstract

This 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.

Keywords

  • E-Wallet
  • Service Quality
  • trust
  • Brand Image
  • satisfaction
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European Journal of Molecular & Clinical Medicine
Volume 7, Issue 3
November 2020
Page 4160-4178
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  • Article View: 732
  • PDF Download: 7,181

APA

Hasim, M. A., Manaf, S. A., & Ali, A. M. (2020). CUSTOMER EXPECTATIONS IN E-WALLET SERVICES. European Journal of Molecular & Clinical Medicine, 7(3), 4160-4178.

MLA

Muhammad Asyraf Hasim; Sanusi Abdul Manaf; Aeshah Mohd Ali. "CUSTOMER EXPECTATIONS IN E-WALLET SERVICES". European Journal of Molecular & Clinical Medicine, 7, 3, 2020, 4160-4178.

HARVARD

Hasim, M. A., Manaf, S. A., Ali, A. M. (2020). 'CUSTOMER EXPECTATIONS IN E-WALLET SERVICES', European Journal of Molecular & Clinical Medicine, 7(3), pp. 4160-4178.

VANCOUVER

Hasim, M. A., Manaf, S. A., Ali, A. M. CUSTOMER EXPECTATIONS IN E-WALLET SERVICES. European Journal of Molecular & Clinical Medicine, 2020; 7(3): 4160-4178.

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