| dc.description.abstract | The objectives of this study were to compare level of customer satisfaction on
E - Wallet services of TrueMoney Wallet, Rabbit LINE Pay, and BluePay Wallet to study factors
affecting customer satisfaction on E - Wallet services of TrueMoney Wallet, Rabbit LINE Pay,
and BluePay Wallet; to study effects of customer satisfaction on customer loyalty and
customer complaint; and to study factors determining decision to use TrueMoney Wallet,
Rabbit LINE Pay, and BluePay Wallet. Conceptual frameworks were based on American
Customer Satisfaction Index (ACSI)model and Technology Acceptance Model (TAM).
Stratified random sampling technique was applied to select 459 samples who use
E - Wallet services of TrueMoney Wallet, Rabbit LINE Pay, and BluePay Wallet in Bangkok
Metropolitan Area and vicinity to answer self-reported questionnaire. Data were analyzed by
bivariate analysis and regression model analysis; regression models analysis and Ordered
Probit model.
Research findings revealed that E - wallet users of BluePay Wallet were more satisfied
with services than those of Rabbit LINE Pay and TrueMoney Wallet respectively; factors that
significantly affected level of customer satisfaction on services of E - Wallet consisted of
image, perceived quality, perceived value, and customer expectations, while customer
satisfaction affected customer loyalty and customer complaints with statistical significance;
and factors affecting the use of E - wallets included perceived ease of use, subjective norm,
and perceived risk. These results implied that received modern payment platform had effects
on customer satisfaction, customer loyalty, and recurrent of buying behavior. Can affect
customer satisfaction and loyalty. Furthermore, ease of use and reference group of people
could influence customer decision making, however, service safety must be concerned. | en_US |
