Customer Preference for Electronic Payment Systems for Goods: A Case Study of Some Selected Shopping Malls, Bolgatanga

Abstract

The transformation of payment systems in the digital age has reshaped the way customers interact with businesses. This study, conducted at Melcom Mall in Bolgatanga, Upper East Region, Ghana, delves into ”Customer Preference for Electronic Payment Systems for Goods.” Through extensive surveys and analysis, this paper reveals critical insights into the electronic payment behaviors and preferences of customers. Key findings underscore the dominance of monthly electronic payment usage, with mobile wallets emerging as the preferred method. Customers exhibit high levels of satisfaction, emphasizing the importance of user-friendly and secure payment solutions. Convenience and security play pivotal roles in shaping customer choices, while rewards and promotional campaigns also significantly influence their preferences. Despite the success of electronic payments, customers express concerns about hidden fees, technical issues, and the responsiveness of customer support. In response, we propose recommendations to enhance transparency, user education, technical infrastructure, payment options, security measures, tailored promotions, and responsive customer support. This paper serves as a valuable guide for merchants and policymakers in optimizing electronic payment systems, fostering customer satisfaction, and adapting to the evolving landscape of digital payment methods.