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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
Electronic payment
Hong Kong
Rights: Posted with permission of the author.
Appears in Collections:Conference Paper

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