ISSN 2394-5125
 

Research Article 


EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES

Mohd Farid Shamsudin, Siti Hajar Aishah Azuwan, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir.

Abstract
The purpose of this study is to evaluate the factors that may lead to customer satisfaction in the
E-wallet services in Malaysia. E-wallet recently introduced by the financial institution as alternative of payment
method for customers. Service providers need to know the customer perceptions and find ways to maximize
customer satisfaction in order to expend their market share. The study applied quantitative method where data
was collected using questionnaires. 500 questionnaires distributed through google form to various social groups
among students in Kuala Lumpur. 212 usable responses gathered within a 14 days of grace period given. 3
reminders sent generally to all the social groups to get more participations. The results show that three main
factors that are important namely service quality, trust and brand image. Service providers may use the result of
analysis in preparing their marketing and communication strategy for their acquisition campaign.

Key words: E-Wallet, Service Quality, Trust, Brand Image, Satisfaction


 
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How to Cite this Article
Pubmed Style

Mohd Farid Shamsudin, Siti Hajar Aishah Azuwan, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES. JCR. 2020; 7(19): 649-659. doi:10.31838/jcr.07.19.79


Web Style

Mohd Farid Shamsudin, Siti Hajar Aishah Azuwan, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES. http://www.jcreview.com/?mno=102813 [Access: July 16, 2020]. doi:10.31838/jcr.07.19.79


AMA (American Medical Association) Style

Mohd Farid Shamsudin, Siti Hajar Aishah Azuwan, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES. JCR. 2020; 7(19): 649-659. doi:10.31838/jcr.07.19.79



Vancouver/ICMJE Style

Mohd Farid Shamsudin, Siti Hajar Aishah Azuwan, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES. JCR. (2020), [cited July 16, 2020]; 7(19): 649-659. doi:10.31838/jcr.07.19.79



Harvard Style

Mohd Farid Shamsudin, Siti Hajar Aishah Azuwan, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir (2020) EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES. JCR, 7 (19), 649-659. doi:10.31838/jcr.07.19.79



Turabian Style

Mohd Farid Shamsudin, Siti Hajar Aishah Azuwan, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. 2020. EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES. Journal of Critical Reviews, 7 (19), 649-659. doi:10.31838/jcr.07.19.79



Chicago Style

Mohd Farid Shamsudin, Siti Hajar Aishah Azuwan, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. "EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES." Journal of Critical Reviews 7 (2020), 649-659. doi:10.31838/jcr.07.19.79



MLA (The Modern Language Association) Style

Mohd Farid Shamsudin, Siti Hajar Aishah Azuwan, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir. "EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES." Journal of Critical Reviews 7.19 (2020), 649-659. Print. doi:10.31838/jcr.07.19.79



APA (American Psychological Association) Style

Mohd Farid Shamsudin, Siti Hajar Aishah Azuwan, SyafiqahMd Nayan, Siti Aisyah Esa, Baharudin Kadir (2020) EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES. Journal of Critical Reviews, 7 (19), 649-659. doi:10.31838/jcr.07.19.79





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