Customer Satisfaction with Digital Wallet Services: An Analysis of Security Factors

Abstract

This study aimed to determine an efficient framework that caters to the security and consumer satisfaction for digital wallet systems. A quantitative online survey was carried out to test whether the six factors (i.e., transaction speed, authentication, encryption mechanisms, software performance, privacy details, and information provided) positively or negatively impact customer satisfaction. This questionnaire was divided into two sections: the respondents' demographic data and a survey on security factors that influence customer satisfaction. The questionnaires were distributed to the National University of Malaysia's professors and students. A sample of 300 respondents undertook the survey. The survey results suggested that many respondents agreed that the stated security factors influenced their satisfaction when using digital wallets. Previous studies indicated that financial security, privacy, system security, cybercrime, and trust impact online purchase intention. The proposed framework in this research explicitly covers the security factors of the digital wallet. This study may help digital wallet providers understand the customer's perspective on digital wallet security aspects, therefore motivating providers to implement appropriately designed regulations that will attract customers to utilize digital wallet services. Formulating appropriate security regulations will generate long-term value, leading to greater digital wallet adoption rates.

The Factors of Millennials’ Continuance Intention to Use Digital Wallets in Indonesia

“…When smartphones become part of daily needs, they will cause changes in consumer behavior (Muhtasim, Tan, Hassan, Pavel, & Susmit, 2022;Rathore, 2016). One of the changes in the payment system is made by consumers.…”