Customer-centric e-payment factors: An exploratory study for dining establishments in Hong Kong

Abstract

Electronic payment has become a prevailing trend across the world. Cashless transactions are particularly important in this new normal. This was an exploratory study aiming to investigate customer-centric e-payment factors for dining establishments in Hong Kong with 267 quantitative data itemS collected through an online survey. The results from the exploratory factor analysis identified five factors: "trustworthy serurity system", " efficient to use", "fast and safe cashless transactions", "discounts and incentives", and "uncertainty reduction". Regression analysis suggested a 3-factor model for improving customers' experience which would foster satisfaction and revisit intention. Theoretical and managerial implications are discussed.