Demographic Influences on E-Payment Services

Abstract

This study investigated customers' preferences of payment systems and the influence of demography on the attitude of customers towards e-payment services. Survey responses were received from 558 bank customers. The t-test and the analysis of variance were employed to examine the differences in perception of security, ICT literacy, customer satisfaction, and the use of e-payment services based on customers' age, gender, and the level of education. The findings revealed no significant differences between the male and female customers in the use of e-payment services. However, the male customers had higher ICT skills, yet perceived e-payment services less secured. Moreover, there were no significant differences in satisfaction and e-payment use, though, customers with higher level of education felt less secured using the services. Also, whereas the older customers were more satisfied with e-payment services, the younger customers had more ICT skills and use the services much more. These findings are necessary for formulating strategies for marketing e-payment services.

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