Determining factors of user satisfaction in online payment platforms

Abstract

The objective of this study was to examine the factors influencing user satisfaction with digital payment methods in emerging contexts. Data were collected through 258 surveys conducted with Mexican users and were analyzed using multiple linear regression. The results indicate that security and privacy, customer service, convenient payment, and information quality are factors that determine user satisfaction with online payment methods. This research contributes to the analysis of user experiences of online payment services for the acquisition of products and services over the internet.