Analysis Of Customer Satisfaction And Customer Experience In The Usage Of E-Payment In Erode

Abstract

Modern era has technologically well-developed economically because of implementing e-payment. E-payment is doing business electronically where there is no scope for physical or traditional system of transaction. The RBI plays a pivotal role in the development of India’s payment and settlement systems for both large-value and retail payments. Consumers get some of issues on their e-payment though they get more benefits such as convenience, time saving, quality, security, etc.  Hence, this study aimed to analyze the consumer satisfaction on e-payment in Erode. This study has adopted quantitative and empirical method. The researchers have planned to utilize both primary and secondary sources. A self-structured questionnaire is administered by the researchers and distributed through google forms among consumers who make e-payment in the study area. For the study purpose, they collected demographic profile of the consumers and their satisfaction on e-payment with the help of 5 points Likert scaling method whereas secondary data from published article, books, journals, internet sources, etc. were collected. The sample size has been confirmed as 250 consumers make e-payment by applying convenience sampling technique. This study has utilized MS-Excel software to enter sample data and the statistical methods such as percentage analysis, mean score, standard deviation and Chi-square test through SPSS 22.0 software for analyzing purpose. This study noticed from analysis that