Consumers' resistance to discontinuing a familiar technology, the paper bill

McNeish, Joanne

doi:10.22215/etd/2010-09567

Cited by 1 publication

(2 citation statements)

References 166 publications

(276 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…e policymaker in government and private organizations should also pay attention to CR because it affects around (β � 10%) EP and (β � 47%) direct CS, as mentioned in Table 5. e CR effect on customers' attitudes about EP is consistent with [38]. Furthermore, reducing the waiting time to have an online service or product (SE) will give an indicator to increase customers' willingness to EP about (β � 8%) (see Table 5).…”

Section: Managerial Implicationsupporting

confidence: 57%

See 1 more Smart Citation

Using Artificial Intelligence to Predict Customer Satisfaction with E‐Payment Systems during the COVID‐19 Pandemic

Atawneh

Hamadneh

Jaber

et al. 2022

Journal of Mathematics

View full text Add to dashboard Cite

This study explores the impact of electronic payment systems on Saudi Arabia’s customer satisfaction during the COVID-19 pandemic. Descriptive analytical approach of a sample of 1,025 people living in Saudi Arabia was used to answer the study questions and test its hypotheses. Then, a new hybrid fuzzy inference system (HyFIS) is proposed to predict customer satisfaction during COVID-19 pandemic. The proposed system contemplates customer resistance (CR), access to technology (AT), privacy (PV), costs (CT), and speed of efficiency (SE) as the input variables and customer satisfaction (CS) as the output variable. Various statistical tests are utilized to determine the efficiency of input variables in the obtained data. The statistical tests are multicollinearity tests, reliability and validity, ordinal least square (OLS), fixed effect, and random development. As a result, we can determine each input variable’s direct and indirect impact on the CS. Under OLS, fixed effect, and unexpected effect, the SE, CT, PV, AT, and CR considerably impact EP. The EP has been shown to have substantial positive indirect implications. Under OLS, fixed effect, and random effect, the CT, PV, and CR are found to have a significant positive impact on CS. In addition, the AT has a substantial impact on CS in a fixed effect indirect effect. The results of HyFIS were compared to those of the adaptive network-based fuzzy inference system (ANFIS). The results reveal that HyFIS outperforms ANFIS in predicting CS based on the error criterion.

show abstract

Section: Managerial Implicationsupporting

confidence: 57%

“…According to [38], this study was about consumers who are resistant to changing their way of paying their bills or replacing the traditional approach that relies on paper and factors that influence customers' attitudes about EP.…”

Section: The Conceptual Modelmentioning

confidence: 99%