Applicability of electronic payment systems and customer satisfaction in small enterprises in Uganda. a case of the Entebbe municipality.

Ashaka, Nuruh

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dc.contributor.author	Ashaka, Nuruh
dc.date.accessioned	2025-03-25T09:11:10Z
dc.date.available	2025-03-25T09:11:10Z
dc.date.issued	2024-10
dc.identifier.uri	https://pub.nkumbauniversity.ac.ug/xmlui/handle/123456789/1294
dc.description	A Dissertation Submitted to the School of Business Administration in Partial Fulfillment of the Requirements for the Award of Degree of Master in Business Administration of Nkumba University	en_US
dc.description.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.	en_US
dc.language.iso	en	en_US
dc.publisher	Nkumba University	en_US
dc.subject	Electronic payment systems	en_US
dc.subject	Customer satisfaction	en_US
dc.subject	Small enterprises in Uganda	en_US
dc.subject	Entebbe municipality	en_US
dc.title	Applicability of electronic payment systems and customer satisfaction in small enterprises in Uganda. a case of the Entebbe municipality.	en_US
dc.type	Thesis	en_US