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

Annie Ko, Chun Kit Liu, Hok Pui Cheung

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic researchpeer-review


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 security 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.
Original languageEnglish
Title of host publicationAPacCHRIE 2020 Conference (27-28 October 2020)
Number of pages12
Publication statusPublished - 28 Oct 2020
Event2020 APacCHRIE Conference - Hong Kong, Hong Kong, China
Duration: 27 Oct 202028 Oct 2020


Conference2020 APacCHRIE Conference
Abbreviated title2020 APacCHRIE Conference
CityHong Kong
Internet address


  • Customer Satisfaction
  • Dining
  • Electronic Payment
  • Hong Kong


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