A STUDY TO IDENTIFY PARAMETERS THAT AFFECT CUSTOMER SATISFACTION FOR E-WALLET SERVICES IN INDIA

Satadruti Chakraborty; Dr. Dipa Mitra

Volume : VI, Issue : III, March - 2017

A STUDY TO IDENTIFY PARAMETERS THAT AFFECT CUSTOMER SATISFACTION FOR E-WALLET SERVICES IN INDIA

Satadruti Chakraborty, Dr. Dipa Mitra

Abstract :

The purpose of the study is to identify the parameters that help to understand satisfaction of customers with e-wallet services in India and to analyse which customer demographics influence the frequency of use of e-wallets. The study also intends to find out clusters of similar minded respondents and whether male and female customers differ in their criteria for satisfaction. An empirical survey of adopters of e-wallet services was conducted. After conducting reliability measures, Chi-Square analysis revealed that customer demographics play a significant role in frequency of use of digital wallets for payment. The Regression Model explained almost 30 % of the variance in Overall Satisfaction with three significant predictors. Cluster Analysis revealed 3 clusters. Results from ANOVA disclosed that people belonging to different income groups, showed difference in perception of overall satisfaction. Discriminant Analysis explained that male and female customers significantly differed on 3 parameters.