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E-wallet features and their impact: strategizing transactions for customer satisfaction in Manila / Armea, Sherianne G. Bernardino, Bastien Kurt D. Jaucian, Phoebe Nathania A. Menosa, Jerica R. Villava-cua, Jeremie Carl P. 6

By: Armea, Sherianne G. Bernardino, Bastien Kurt D. Jaucian, Phoebe Nathania A. Menosa, Jerica R. Villava-cua, Jeremie Carl P. 4 0 16, [, ] | [, ] |

Contributor(s): 5 6 [] |

Language: Unknown language code Summary language: Unknown language code Original language: Unknown language code Series: ; November 2024.46Edition: Description: 117 pagesContent type: text Media type: unmediated Carrier type: volumeISBN: ISSN: 2Other title: 6 []Uniform titles: | | Related works: 1 40 6 []Subject(s): -- 2 -- 0 -- -- | -- 2 -- 0 -- 6 -- | 2 0 -- | -- -- 20 -- | | -- -- -- -- 20 -- | -- -- -- 20 -- --Genre/Form: -- 2 -- Additional physical formats: DDC classification: | LOC classification: | | 2Other classification:

Contents:

Action note: In: Summary: ABSTRACT Exploring the shift from cash transaction modes to digital servitization in e-wallets and its impact on Manila customer satisfaction, this research fulfills a gap in what is known about the delivery of digital finance meeting end-user needs. Based on the Expectation Disconfirmation Theory (EDT), the research explores how perceived ease of use, utility, and service performance influence satisfaction. This study used a quantitative, descriptive-correlational methodology by combining citation-based and content analysis of peer-reviewed articles with survey data that was then analyzed through the use of descriptive statistics and correlation analysis techniques. Results of the study showed that several factors were significantly correlated with overall customer satisfaction. The study highlights the fact that ease of use, speed of transactions, and customer support services have a strong correlation with overall customer satisfaction. It underlines intuitive navigation, fast processes, and responsive assistance. The correlation of security with customer satisfaction is moderate since security helps to establish trust through good encryption and authentication. The features offered, such as bill payments and money transfers, moderately impact satisfaction since the diversified needs of consumers are catered to. These results emphasize the need for accommodation, security, and efficient service in achieving satisfaction and loyalty, thereby providing guidance for financial inclusion based on user innovation. In conclusion, The study covers e-wallet usage patterns, demographics, and customer satisfaction in Manila, particularly focusing on the predominantly female population. The GCash service is the most common, and most of the respondents have been using e-wallets for at least two years, mainly for daily payments, which marks the emergence of a digital economy for payments. Satisfaction levels are high, which the study confirms that in terms of ease of use, speed of transaction, security, customer support and feature availability are key success factors to satisfaction. The overall findings conclude that there must be alignment of e-wallet functionalities with customer requirements to ensure and enhance satisfaction levels. Key Words: E-wallets, Customer Satisfaction, E-wallet Features, Technology Acceptance Model, Expectation Disconfirmation Theory. Other editions:

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Item type	Current location	Home library	Collection	Call number	Status	Date due	Barcode	Item holds
Book	PLM	PLM Filipiniana Section	Filipiniana-Thesis	TS155 B37 2024 (Browse shelf)	Available		FT8105

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Business Research: (BSBA major in Operations Management) - Pamantasan ng Lungsod ng Maynila, 2024. 56

ABSTRACT Exploring the shift from cash transaction modes to digital servitization in e-wallets and its impact on Manila customer satisfaction, this research fulfills a gap in what is known about the delivery of digital finance meeting end-user needs. Based on the Expectation Disconfirmation Theory (EDT), the research explores how perceived ease of use, utility, and service performance influence satisfaction. This study used a quantitative, descriptive-correlational methodology by combining citation-based and content analysis of peer-reviewed articles with survey data that was then analyzed through the use of descriptive statistics and correlation analysis techniques. Results of the study showed that several factors were significantly correlated with overall customer satisfaction. The study highlights the fact that ease of use, speed of transactions, and customer support services have a strong correlation with overall customer satisfaction. It underlines intuitive navigation, fast processes, and responsive assistance. The correlation of security with customer satisfaction is moderate since security helps to establish trust through good encryption and authentication. The features offered, such as bill payments and money transfers, moderately impact satisfaction since the diversified needs of consumers are catered to. These results emphasize the need for accommodation, security, and efficient service in achieving satisfaction and loyalty, thereby providing guidance for financial inclusion based on user innovation. In conclusion, The study covers e-wallet usage patterns, demographics, and customer satisfaction in Manila, particularly focusing on the predominantly female population. The GCash service is the most common, and most of the respondents have been using e-wallets for at least two years, mainly for daily payments, which marks the emergence of a digital economy for payments. Satisfaction levels are high, which the study confirms that in terms of ease of use, speed of transaction, security, customer support and feature availability are key success factors to satisfaction. The overall findings conclude that there must be alignment of e-wallet functionalities with customer requirements to ensure and enhance satisfaction levels. Key Words: E-wallets, Customer Satisfaction, E-wallet Features, Technology Acceptance Model, Expectation Disconfirmation Theory.

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