The impact of Electronic bills on customer satisfaction: a field study on Efawateercom users. أثر الدفع الالكتروني على رضا الزبائن في الاردن: دراسة ميدانية على مستخدمين اي فواتيركم

الاشقر, عبدهللا "محمد روحي" (2018) The impact of Electronic bills on customer satisfaction: a field study on Efawateercom users. أثر الدفع الالكتروني على رضا الزبائن في الاردن: دراسة ميدانية على مستخدمين اي فواتيركم. Masters thesis, جامعة الشرق الاوسط.

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Abstract

This research aims to investigate the Impact of E-bills and its factors (Customer resistance to change, Access to technology and privacy concerns) on Customer Satisfaction. The population of the study consists of Efawateercom users and other online services in Jordan, as a sample of the study (600) questionnaires were distributed, total responses to the questionnaires were (444), the researcher eliminated (60) Questionnaires due to missing data, that guide to a result of (384) questionnaires being valid for further analysis. In reference to the responses of the study questionnaire, the collected data was used through Statistical Package for Social Sciences (SPSS). The analytical results of the study showed that the E-billing services have a significant impact on Customer satisfaction. In addition, the factors of E-bills (Customer resistance to change, Access to technology, Privacy concerns) also have a significant impact on customer satisfaction. The researcher recommends that future studies and researches could focus on other factors that could have an influence on the customer satisfaction such as marketing efforts and new strategies that helps the online billing services to reach and serve more and more of the people that still using the traditional way of paying bills. Also, this study will guide the companies that offer the online services to improve their strategies and their business. Finally, the academic will benefit from results, conclusions and recommendations of this study in order to conduct more researches. Keywords: Electronic bills (E-bills), Customer satisfaction, privacy concerns. Paper type: Master Thesis.

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