CUSTOMER SATISFACTION WITH THE ELECTRONIC PAYMENT SYSTEM (CASE STUDY ON MACEDONIAN CUSTOMERS)
Research Article
CUSTOMER SATISFACTION WITH THE ELECTRONIC PAYMENT SYSTEM (CASE STUDY ON MACEDONIAN CUSTOMERS)
ABSTRACT
Electronic payments have become more popular thanks to the growth of the Internet, which has become the foundation of electronic payment systems. The financial sector has started to use electronic networks for trading since the 1970s. In 2021, according to the World Bank, two-thirds of the adult population globally make electronic payments, 95% in developed economies, and 57% in developing economies. With the ongoing worldwide digitalization (Internet) process, especially after the Covid-19 pandemic, electronic payment becomes a very important component of every economy, especially as a payment method for companies and households. Digitalization is also rising in North Macedonia, so a large percentage of adults are using electronic payment systems for conducting daily transactions. This paper aims to explore electronic payments, as they are recognized as crucial elements in financial technology. Three main factors will be examined to achieve the goal: customer satisfaction, benefits, and drawbacks of electronic payment. Furthermore, part of the research is also the findings about Macedonian customer satisfaction toward epayment, their perceived drawbacks, benefits, and electronic payment methods such as: payment cards, internet/online payments, mobile payments, electronic wallets, and cash. The data are gathered by using the self-administrated questionnaire method and analyzed using comparative and descriptive analysis. The questionnaire contains closeended questions relating to the objectives of the study. Based on obtained results of the research, it can be concluded that the new electronic payment methods offered to Macedonian customers are still in the process of development. It may take time for citizens to accept digital payments. Their acquaintance with electronic payment systems is still at a low level.
PARNARDZIEVA STANOEVSKA, E.,
&
SALIYOVSKA, A.,
(2023). CUSTOMER SATISFACTION WITH THE ELECTRONIC PAYMENT SYSTEM (CASE STUDY ON MACEDONIAN CUSTOMERS). Trends in Economics, Finance, and Management Journal, 5(1), 31-42. Arrival Date Posted By:https://tefmj.ibupress.com/articles/customer-satisfaction-with-the-electronic-payment-system-case-study-on-macedonian-customers-
