Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/89696
| Title: | Customer-centric e-payment factors: An exploratory study for dining establishments in Hong Kong | Authors: | Ko, A Liu, CK Cheung, HP |
Issue Date: | 2020 | Source: | Proceedings of the APacCHRIE 2020 Conference, 27-28 October 2020, Hong Kong, p. 438-449 | 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. | Keywords: | Customer satisfaction Dining Electronic payment Hong Kong |
Rights: | Posted with permission of the author. |
| Appears in Collections: | Conference Paper |
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| File | Description | Size | Format | |
|---|---|---|---|---|
| a0678-n02_877.pdf | 1.09 MB | Adobe PDF | View/Open |
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