Factors Affecting Consumers' Perception on Electronic Payment
Chhetri, Sandhya (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025050810083
https://urn.fi/URN:NBN:fi:amk-2025050810083
Tiivistelmä
The goal of this study is to identify the factors that shape consumer satisfaction and perceptions towards E-Sewa, one of the digital wallets in Nepal. Its specific objectives are to ascertain how benefits, trusts, self-efficacy, ease of use and security perceptions shape consumer perceptions, evaluate the level of customer satisfaction, and recommend ways of improving the digital payment system in Nepal. The research has taken a descriptive and correlational approach, collecting primary data from 100 E-Sewa users through a questionnaire.
The study concludes that perceived benefits, trust, self-efficacy, ease of use, and security significantly impact the consumer’s perception and satisfaction towards the platform. Descriptive analysis indicates that security and perceived benefits were the most important while correlation analysis indicated all of the above mentioned factors to have interdependence. The participants of the study proposed that boosting self-efficacy through digital literacy programs while improving ease of use as well as strengthening trust and security enhance self-efficacy. Besides increasing engagement and satisfaction, the findings of the study provide much needed information on what drives the adoption of digital payments in Nepal to the service providers and decision makers.
The study concludes that perceived benefits, trust, self-efficacy, ease of use, and security significantly impact the consumer’s perception and satisfaction towards the platform. Descriptive analysis indicates that security and perceived benefits were the most important while correlation analysis indicated all of the above mentioned factors to have interdependence. The participants of the study proposed that boosting self-efficacy through digital literacy programs while improving ease of use as well as strengthening trust and security enhance self-efficacy. Besides increasing engagement and satisfaction, the findings of the study provide much needed information on what drives the adoption of digital payments in Nepal to the service providers and decision makers.