Account for the Role of Digital Literacy and Behavior Intention on Electronic Payment and Its Impact on Customer Satisfaction
Year: 2024
Type: article
Study design: Observational Study
Abstract: Digital literacy and behavioral intentions have emerged as critical elements within the Micro, Small, and Medium Enterprises (MSMEs) ecosystem, particularly due to their importance in improving electronic payment systems and ensuring customer satisfaction. This study aims to examine how digital literacy and behavioral intentions influence electronic payment systems and assess their impact on customer satisfaction. A survey methodology was employed, gathering responses from 260 participants. Data were analyzed using Structural Equation Modelling (SEM) through Smart-PLS (Partial Least Square) software. The findings suggest that both digital literacy and behavioral intentions have a positive effect on electronic payments, which in turn significantly enhances customer satisfaction. The study provides valuable insights for MSME operators on improving e-payment processes and increasing customer satisfaction with their offerings.
Author: Ari Dwi Astono
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4404422987