Measuring Customer’s Satisfaction with Online Payment Gateway Services Application on ValU

Abstract

Purpose: The purpose of this research paper is to measure customers' satisfaction with the online payment gateways applied on ValU application. Methodology: Researchers used secondary data for collecting more information on the research topic (Articles, journals, and books) and primary data for the reason of measuring the relationship between the variables through using quantitative method by assessing the results of the conducted Arabic & English questionnaires among 241 participants that consists of 110 Males and 131 Females and it was conducting by using the IBM’s statistical package for the social sciences (SPSS). Findings: A strong positive relationship between perceived benefits and perceived security of online applications payment gateways and the customers satisfaction was found by the researchers. Implications: This research recommends online payment gateway service providers to increase the customers’ satisfaction by providing customized cash back and reward offers based on individual spending patterns and preferences. By analyzing users' transaction history and using machine learning algorithms, ValU can provide tailored offers that align with users' interests. This personalized approach will boost user satisfaction and engagement.