Effectiveness and Satisfaction of Clients on the E-Payment System: Basis for Enhancement

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@article{1722611,
      author = {Michelle O. Ayeng},
      title = {Effectiveness and Satisfaction of Clients on the E-Payment System: Basis for Enhancement},
      journal = {Iconic Research And Engineering Journals},
      year = {2026},
      volume = {10},
      number = {2},
      pages = {3201-3205},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1722611.pdf},
      abstract = {This study examined the effectiveness of the e-payment system and the level of client satisfaction among students and parents/guardians of one private higher education institution in the Negros Island Region during the academic year 2026–2027. It described the respondents’ profile in terms of age, sex, and type of user, and assessed the effectiveness of the e-payment system alongside client satisfaction. A quantitative descriptive research design was employed involving 336 respondents, consisting of 169 students and 167 parents/guardians. Data were gathered using a researcher-made questionnaire that underwent validity and reliability testing to ensure accuracy and consistency. Findings showed that the respondents were mostly female and aged 31 years old and above, with nearly equal representation of students and parents/guardians. The e-payment system was rated highly effective, while clients were very satisfied with the system. Results revealed no significant differences in the effectiveness of the e-payment system when respondents were grouped according to age and type of user. However, a significant difference was found according to sex. Client satisfaction showed no significant differences according to age and sex but significantly differed according to type of user, with parents/guardians reporting a higher level of satisfaction than students. The study concludes that the e-payment system provides an effective and satisfactory means of completing school-related financial transactions, highlighting the importance of continuously enhancing the system to improve digital financial services and user experiences.},
      keywords = {client satisfaction, digital payments, e-payment system, higher education, system effectiveness},
      month = {August},
      doi = {https://doi.org/10.64388/IREV10I2-1722611}
  }