Factors that affecting customer satisfaction towards JomPay services / Mohammad Shafik Noorazam and Nurul Shuhada Abd. Rahim

• Main Authors: Noorazam, Mohammad Shafik, Abd. Rahim, Nurul Shuhada
• Format: Student Project
• Language: English
• Published: 2018
• Subjects: Consumer satisfaction; Electronic commerce
• Online Access: http://ir.uitm.edu.my/id/eprint/43019/1/43019.pdf; http://ir.uitm.edu.my/id/eprint/43019/

The payment systems in Malaysia have growing significantly in line with the technological advancement and there is a significant progress been achieved in improving the e-payment systems infrastructures. Besides, there is an increasing of number of electronic payment transactions made when most of retail payment transactions are conducted electronically. It can be seen that, nowadays citizens are satisfied with the electronic payments service where it is more convenience for them and JomPay is one of the e-payment services that are provided to the citizen. The study is to examines the factors affecting customer satisfaction towards JomPay services in Bandar Laguna Merbok, Kedah. A cross sectional survey among customers in Bandar Laguna, Merbok was applied and used in this study. The numbers of questionnaire distributed were 500 completed questionnaires but only 360 questionnaires were returned and useable. The data obtained were analyzed and these following findings were found out. The relationships of benefits, trust, and ease of use and customers satisfaction towards JomPay Services that are the variables in this study were further examined. All of these relationships were found to be significant. However, the levels of customer satisfaction towards JomPay services were high level of customer satisfaction since the issues are nationwide. The study also provides strong evidence that it is essential to raise the intention to increase numbers user of JomPay services.