Electronic Payment and Customer Satisfaction. A case of Multiplex Street Parking in Wandegeya, Kampala

Abstract

This research investigated the correlation between electronic payment and customer satisfaction in Multiplex Street Parking Ltd. in Wandegeya Kampala. The study set to; assess the correlation between electronic payment usability and customer satisfaction,to examine the influence of trust in electronic payment on customer satisfaction, and to establish the effect of perceived risk of electronic payment on customer satisfaction in Multiplex Street Parking Ltd. in Wandegeya Kampala.A cross sectional design research design and the triangulation approach was used. The study population was made of 108respondents. Both simple random and purposive sampling techniques were used. Analysis was done using regression analysis, correlation coefficients, one way analysis of variance and independent sample tests for quantitative findings. Qualitative analysis was done using content and thematic analyses. Findings revealed that electronic parking usability has a positive correlation (68.6) on customer satisfaction. Trust has a positive correlation (66.4) on customer satisfaction. Lastly, perceived risk has a negative correlation (18.7) on customer satisfaction. From the findings, it can be deduced that perceived risk has a correlation with customer satisfaction. When risks are perceived to be high, some clients are likely to ignore using the service and vice versa. It is thus incumbent upon the relevant authorities like KCCA to ensure that risks measures are put in place to ensure customer satisfaction.