Determinants of E-Payment Systems Success: A User’s Satisfaction Perspective

Determinants of E-Payment Systems Success: A User’s Satisfaction Perspective

Adeyinka Tella (University of Ilorin, Nigeria)
Copyright: © 2012 |Pages: 24
DOI: 10.4018/jea.2012070102
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Abstract

The success of an information system (IS) depends on the users’ satisfaction with the system. In this study, the Technology Acceptance Model by Davies (1989) was extended. The paper synthesized the technology acceptance model (TAM) to explain and predict the success of e-payment system using users’ satisfaction as dependent variable. The hypothesized model was validated empirically using a sample data collected from of a modified e-payment questionnaire. A total of 74 teaching and non teaching academic staff selected from the Faculty of Communication and Information Sciences, University of Ilorin, Nigeria constituted the sample for the study. The results revealed correlation among perceived benefits, perceive enjoyment, speed; service quality, perceive ease of use and actual use and e-payment success. Moreover, all the seven e-payment predictive factors together made 69% of e-payment system success. Similarly perceived benefits, perceive enjoyment, speed; service quality, perceive ease of use and actual use are good predictors of e-payment system success. One of the implications pointed out by the study is that the measures for the construct of e-payment system success used are self-reported. In the light of this, future research should develop more objective and accurate measures for determining e-payment system success.
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Introduction

The revolution brought about by information and communication technology (ICT) has resulted to the emergence of e-commerce which has also created new financial needs that in many cases cannot be effectively fulfilled by the traditional payment systems. Recognizing this, virtually all interested parties are exploring various types of electronic payment system and issues surrounding electronic payment system and digital currency.

Fairly recently, the University of Ilorin, Nigeria introduced electronic cheque payment for the payment of salaries to her workers to replace the old traditional payment which has its advantages and disadvantages for the (staff) customers and merchants (university’s Banks) respectively. This newly introduced e- payment system has number of requirements/factors e.g., security, acceptability, and perceived enjoyment, and perceived speed, ease of payment, convenience, cost, anonymity, control, and traceability among others. In the light of this therefore, the researcher considers it necessary using the technology acceptance model and the information system success model to determine the success of e-payment in term of how satisfied the staff of the university are as far as the e-payment system being used for the payment of their salaries is concerned.

Technology acceptance model was chosen base on the fact that it is the most widely applied IS model. Secondly, TAM is regarded as the most prominent model because they includes factors which are specific, simple, easy to understand, and can be manipulated through system design and implementation (Wangpipatwong et al., 2008). Additionally, limited studies (both in developed and developing world) have apparently validated model in the context of e-payment success research (Plouffe, Hulland, & Vandenbosch, 2001; Sahut, 2009; Lee, 2009; Özkan, Bindusara, & Hackney, 2010; Abrazhevich, 2010; Ayo, Adewoye, & Oni, 2010).

Regarding the contribution of this chapter to understanding the process toward success of an IS in organization may be beneficial for taking decisions about future improvements on the IS or even replacing the existing IS with a new one. In terms of other contribution, this study is one of the pioneer studies to understand e-payment success using users’ satisfaction as dependent variable with the adaptation of Technology Acceptance Model (TAM) incorporated with other four additional variables/factors two of which were derived from Information System Success Model (ISSM) (Delone & Mclean, 2003). As such, it is one of the limited studies that empirically confirm the excellence of the Technology Acceptance Model (TAM) in predicting e-payment system success. It also provides a theoretical foundation for researching e-payment system success in the future. To the practitioners (or governments in this context), this study provides a useful guideline for achieving better e-payment and increasing users’ satisfaction by identifying specific factors which are simple, easy to understand, and can be manipulated through system design and implementation. It is expected that this study will assist various educational and organisational institutions by considering the findings for development and evaluation of e-payment.

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