CUSTOMER SATISFACTION TOWARDS DIGITAL WALLETS DURING COVID-19 PANDEMIC. Customer Satisfaction towards digital wallets

      Аннотация: The objective of the study is to examine the relationship and impact of perceived usefulness, perceived ease of use, security and privacy and service quality of digital wallets on customer satisfaction during covid-19 pandemic period in Nepal. The study has adopted descriptive and explanatory research design. Primary data was the main source for the survey. The questionnaire survey was applied for collecting primary data. This study targeted customers who were using digital wallets as a sample unit. 196 respondents were selected within Kathmandu valley using simple random sampling technique. Mean, standard deviation and variance have been applied for the descriptive study of variables. Correlation and regression have been carried out to predict the relationship and impact between independent and dependent variables. This study investigated that perceived usefulness, security and privacy and service quality are significantly associated and impact on Customers satisfaction. Future researchers can study on another independent variable with large sample size.

Ключевые слова: digital wallet, COVID-19 Pandemic, perceived usefulness, perceived ease of use, security & privacy service quality, customer satisfaction.