EVALUATING FACTORS THAT LEAD TO CUSTOMER SATISFACTION IN E-WALLET SERVICES

The purpose of this study is to evaluate the factors that may lead to customer satisfaction in the E-wallet services in Malaysia. E-wallet recently introduced by the financial institution as alternative of payment method for customers. Service providers need to know the customer perceptions and find ways to maximize customer satisfaction in order to expend their market share. The study applied quantitative method where data was collected using questionnaires. 500 questionnaires distributed through google form to various social groups among students in Kuala Lumpur. 212 usable responses gathered within a 14 days of grace period given. 3 reminders sent generally to all the social groups to get more participations. The results show that three main factors that are important namely service quality, trust and brand image. Service providers may use the result of analysis in preparing their marketing and communication strategy for their acquisition campaign.