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

Annie Ko; Chun Kit Liu; Hok Pui Cheung

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

Annie Ko, Chun Kit Liu, Hok Pui Cheung

Department of Management and Marketing

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

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 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 language	English
Title of host publication	APacCHRIE 2020 Conference (27-28 October 2020)
Pages	438
Number of pages	12
Publication status	Published - 28 Oct 2020
Event	2020 APacCHRIE Conference - Hong Kong, Hong Kong, China Duration: 27 Oct 2020 → 28 Oct 2020 https://www.apacchrie2020hk.com/

Conference

Conference	2020 APacCHRIE Conference
Abbreviated title	2020 APacCHRIE Conference
Country/Territory	China
City	Hong Kong
Period	27/10/20 → 28/10/20
Internet address	https://www.apacchrie2020hk.com/

Keywords

Customer Satisfaction
Dining
Electronic Payment
Hong Kong

More information

http://hdl.handle.net/10397/89696

Cite this

@inproceedings{e0567ec88c6641b083cd4623e3e50a1b,

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

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 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{\textquoteright} experience which would foster satisfaction and revisit intention. Theoretical and managerial implications are discussed.",

keywords = "Customer Satisfaction, Dining, Electronic Payment, Hong Kong",

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T1 - Customer-centric e-payment factors: An exploratory study for dining establishments in Hong Kong

AU - Ko, Annie

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AU - Cheung, Hok Pui

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N2 - 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.

AB - 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.

KW - Customer Satisfaction

KW - Dining

KW - Electronic Payment

KW - Hong Kong

M3 - Conference article published in proceeding or book

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BT - APacCHRIE 2020 Conference (27-28 October 2020)

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Y2 - 27 October 2020 through 28 October 2020

ER -

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

Abstract

Conference

Keywords

More information

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