E -Retail Payments Practices And Customer Satisfaction

Abstract

The present study aims to identify key factors that influence customer satisfaction with e-retail payment systems and to analyse how the factors such as Perceived usefulness, perceived ease of use, payment security and self-efficiency interact with customer satisfaction using Toda Yamamoto Causality Test. These factors play a crucial role in determining customer satisfaction with payment systems. understanding how these factors interact and contribute to customer satisfaction can provide valuable insights for e-retailers looking to optimize their payment processes and improve customer retention. With the use of an interview schedule, 400 bank customers from Sivaganga District are participated in this study have provided valuable feedback and responses relating to the above factors that influence customers’ satisfaction to e-retail payments. The results revealed significant bidirectional Granger causality between customer satisfaction and the factors of Ease of Use, Usefulness, Security, and Self-Efficiency.