A Study of Customer Satisfaction Towards E-Wallet Payment System in Bangladesh

Abstract

Payment systems have been enormously switched out by introducing a new dimension in fintech where e-wallets can be used in conjunction with mobile payment. The severe competition of e-wallet services has forced providers where satisfaction is of prime concern. A total of 480 data were obtained from the respondents living in Dhaka city. The structure of this study was developed by approaching the TAM model, and Structural Equation Modeling was applied to examine all the hypotheses. Results revealed that technology self-efficacy is one of the exigent factors of satisfaction where a positive relationship exists in between. All the hypotheses were found to be significant except the relationship between perceived usefulness and satisfaction. This study has validated external variables to contribute to the existing theory based on the previous literature. Lastly, in order to promote the enhancement of the mobile payment system, proposals for developing e-payments were made to increase the degree of satisfaction.