Customer Satisfaction with Digital Wallet Services in Kathmandu Valley

Abstract

This study examines the customer satisfaction with digital wallet services in Kathmandu valley. Customer satisfaction with digital wallet is the dependable variable. The independent variables are service quality, ease of use, cost, perceived security and perceived trust. The primary source of data is used to assess the opinions of the respondents regarding the customer satisfaction with digital wallet services in Kathmandu valley. The study is based on primary data of 113 respondents. To achieve the purpose of the study, structured questionnaire is prepared. The correlation coefficients and regression models are estimated to test the different customer satisfaction with digital wallet services in Kathmandu valley. The result shows that service quality is positively correlated to customer satisfaction with digital wallet. It means that an increase in service quality leads to an increase in customer satisfaction with digital wallet. Similarly, there is a positive relationship between ease of use and customer satisfaction with digital wallet. It means that an increase in ease of use leads to increase in customer satisfaction with digital wallet. Likewise, cost has a positive relationship with customer satisfaction with digital wallet. It shows that an increase in costs leads to increase in customer satisfaction with digital wallet. Furthermore, there is a positive relationship between perceived trust and customer satisfaction with digital wallet. It indicates that the increase in perceived trust leads to increase in customer satisfaction with digital wallet. Moreover, perceived security has a positive relationship within customer satisfaction with digital wallet. It indicates that the increase in perceived security leads to an increase in customer satisfaction with digital wallet.