E-COMMERCE PAYMENT SECURITY AND CUSTOMER SATISFACTION IN HIGH-TECH FIRMS IN SOUTHWEST NIGERIA
Keywords:
E-Commerce Payment Platforms, Security, Customer Satisfaction, High-tech FirmsAbstract
The growing reliance on digital transactions has increased the importance of secure e-commerce payment systems in enhancing customer experiences. This study examined the effect of e-commerce payment security on customer satisfaction in high-tech firms in Southwest Nigeria, drawing on the Unified Theory of Acceptance and Use of Technology. A quantitative cross-sectional survey design was adopted, and primary data were collected through structured questionnaires from users of e-commerce payment platforms across the six states in Southwest Nigeria. The data were analysed using descriptive statistics, correlation, and regression analysis. The findings revealed that e-commerce payment security has a significant positive effect on customer satisfaction, indicating that effective security mechanisms such as encryption, multi-factor authentication, and fraud detection improve users’ trust and confidence in digital transactions. The study concludes that secure payment platforms play a critical role in enhancing customer satisfaction in high-tech firms. It is therefore recommended that high-tech firms prioritise the implementation of robust security protocols to safeguard digital transactions and strengthen customer satisfaction.
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