Factors that affecting customer satisfaction towards JomPay services / Mohammad Shafik Noorazam and Nurul Shuhada Abd. Rahim

The payment systems in Malaysia have growing significantly in line with the
technological advancement and there is a significant progress been achieved
in improving the e-payment systems infrastructures. Besides, there is an
increasing of number of electronic payment transactions made when most of
retail payment transactions are conducted electronically. It can be seen that,
nowadays citizens are satisfied with the electronic payments service where it
is more convenience for them and JomPay is one of the e-payment services
that are provided to the citizen. The study is to examines the factors affecting
customer satisfaction towards JomPay services in Bandar Laguna Merbok,
Kedah. A cross sectional survey among customers in Bandar Laguna,
Merbok was applied and used in this study. The numbers of questionnaire
distributed were 500 completed questionnaires but only 360 questionnaires
were returned and useable. The data obtained were analyzed and these
following findings were found out. The relationships of benefits, trust, and
ease of use and customers satisfaction towards JomPay Services that are the
variables in this study were further examined. All of these relationships were
found to be significant. However, the levels of customer satisfaction towards
JomPay services were high level of customer satisfaction since the issues are
nationwide. The study also provides strong evidence that it is essential to
raise the intention to increase numbers user of JomPay services.