Abstract:
The study examined the influence of applicability of electronic payment systems on the
customer satisfaction in small enterprises in Uganda basing on a case of Entebbe Municipality.
It was guided by three objectives i) To examine the influence of EPS accessibility on customer
satisfaction, ii) to assess the influence of EPS reliability on customer satisfaction, iii) to
examine the influence of EPS transaction charges on customer satisfaction. The study adopted
a cross-sectional survey design which employed both quantitative and qualitative methods. The
study population was 171 and a sample size of 120 respondents but only 94 provided the data.
Correlation results show that EPS accessibility and customer satisfaction are significantly and
positively related (r = .705, p < .05), EPS reliability and customer satisfaction are significantly
related (r = .571, p< .05), EPS transaction charges and customer satisfaction are significantly
related (r = .721, p< .05). The regression results showed that EPS accessibility has the greatest
impact on customer satisfaction in SES given a higher Beta value of Adjusted R Square = .553
compared to that of EPS reliability and EPS transaction charges with Adjusted R Square = .340
and Adjusted R Square = .193 respectively. This means SES’s applicability of electronic
payment systems has a statistically significant positive relationship with customer satisfaction
since all p values were below the alpha of 0.05 and as such the null hypothesis was rejected. In
conclusion, it was noted that organizations that prioritize user-friendly access to electronic
payment platforms are likely to foster higher customer loyalty and engagement, which are
essential for their long-term success. It was further noted that SEs that experience reliable EPS
are more likely to maintain satisfied customers, which can lead to increased usage and
recommendations. The study also concludes that customers may prioritize ease of access and
reliability over the costs associated with transactions. The study therefore recommends that
SEs can conduct workshops or create online tutorials that demonstrate how to use their chosen
EPS effectively. Furthermore, SEs should establish a routine for conducting regular updates
and maintenance on their EPS to prevent potential outages and ensure smooth operation. In
addition, regularly assess and compare various EPS providers to identify those with the most
competitive pricing and favorable transaction structures.
