Customer Satisfaction and Preference on Electronic Payments (E-Payments) Among the Employees of the Provincial Government of Batangas

This research intended to study the customer satisfaction and preference among the employees of the Batangas Provincial Government when it comes to using various electronic payment (e- payment) options. Specifically, it sought to present the profile of the respondents; identify the perception of the employees on e-payments in terms of ease of use, security, and convenience; measure the amount of employee satisfaction with e-payments in terms of their utility, reliability, and overall customer support; test the significant relationship between the customer preference of the employees and their satisfaction in the usage of the different methods and/or services of e-payments; examine whether there is a substantial difference in satisfaction and behavior when people are categorized by profile factors; and come up with action plan/s that can help improve the e-payment preferences and satisfaction of the employees of the Provincial Government of Batangas. Based on the researcher’s findings, it was concluded that the respondents claimed the ease of use in using cards in all their online transactions. Furthermore, they agreed that e-payments have become handy when it comes to paying bills or doing online transactions without the consumers leaving the comfort of their homes and keeping their families safe. With the emergence of the COVID-19, the fear of contamination accelerated the advancement of contactless payment technology, allowing payments to be made without any direct or indirect human contact. In the results of survey, there was a substantial association that exists, implying that respondents’ agreement with e-payments in terms of offering convenience, ease of use, and security is substantially influenced by how satisfied they are with usefulness, reliability, and customer service.

Keywords – Customer Satisfaction, Electronic Payments