Chapter1 To 5

ADOPTION OF ELECTRONIC PAYMENT IN CONVENIENCE STORES:
ITS EFFECT TO THE CUSTOMER SATISFACTION OF

SELECTED BARANGAY IN GENERAL SANTOS CITY
A Thesis
Presented to
The Faculty of the Business Department
PACIFIC SOUTHBAY COLLEGE, INC.
General Santos City
In Partial Fulfillment
of the Requirement for the Degree
BACHELOR OF SCIENCE IN ACCOUNTANCY
By
LAUREL, MELYBELLE G.
MORALES, MYKA C.
PANTUAN, KENNETH JEAN C.
REGALADO, ERICKA G.
January 2024
Chapter 1
THE PROBLEM
This chapter of the paper presents the problem and its setting. It
includes the background of the study, the statement of the problem,
significance of the study and scope and delimitation of the study.
Background of the Study
In turn, a payment system is made up of the rules, contracts, and
technological frameworks that let payments to take place and specify the
point at which a payment qualifies as settlement. Money, cheques, credit
and debit cards, electronic financial transfers, online banking, and so forth
are examples of payment systems. The effective operation of these
mechanisms is vital to developed economies. Payment systems encourage
the use of credit and thereby economic activity overall by providing debtors
with an affordable and reliable way to settle their debts. Conversely,
insecure and ineffective payment methods might impede the smooth
exchange of money between people and businesses (Hunchey et al., 2006).
The advancement of science and technology in the 21st century
makes people’s lives easier and more practical than the previous ones. One
of the most significant inventions of Internet is a product of modern science
and technology. E-payments are among the best instances of using the
internet for this. These days, financial services are widely available and start
with electronic payments. The term “e-payment” refers to any form of
electronic exchange payment, including credit cards, e-wallets, debit cards,
and various electronic payment options besides cash and cheques. MSMEs
make use of some types of electronic payment which utilize e-wallets and
online shop services. (Jakobsson & Yung, 1996).
Online payments are a type of electronic transfers between banks
that are made using a third-party payment interface. Online payment
systems are more practical, quick, effective, and cost-effective than
traditional payment methods. (Baike 2017). E-payments first appeared forty
years ago. With new technologies, it is still expanding. Every year,
thousands of new enterprises enter the online market thanks to advances
(Miva 2011).
We researchers are interested to know more about how convenience
stores adopt E-payment and how it affects their customer satisfaction in the
Selected Barangay in General Santos City.
The content of this paper was organized as follows. Chapter 2
discussed the Reviews of Related Literature; Chapter 3 described the
Research Methodology applied in the study; Chapter 4 presents and
discusses the empirical findings and Chapter 5 concludes the paper.

Statement of the Problem
This study was conducted to find out if there is a significant
relationship between the Adoption of Electronic Payment and Customer
satisfaction.
The aim of this research is to answer the following sub-problems
1. What is the profile of the convenience stores, in terms of:
1.1. Year of adoption; and
1.2. Estimated users per month?
2. What is the behavioral intention of convenience stores in
adopting E-payment, in terms of:
2.1. Performance expectancy;
2.2. Effort expectancy;
2.3. Social influence; and
2.4. Facilitating condition?
3. What is the level of customer satisfaction in using electronic
payment, in terms of:
3.1. Convenience;
3.2. Security;
3.3. Efficacy; and
3.4. Problem solving?
4. What is the significant relationship between Adoption of
electronic payments in convenience stores to the customer
satisfaction?
Significance of the Study
The finding of the study could be profitable to the following:
Customers. This study may help to know advantages and benefits,
including cost and time savings, decreased payment processing errors, and
reduced transaction cost of using e-payments.
Convenience Store. This study can help introduce a host of new
benefits and advantages of e-payments for businesses, giving them the
competitive advantage they need to stand out.
Employees. This study may help them to assist and encourage the
customer how to use e-payments.
Managers. This study may help to determine if the customer satisfy
in using e-payments.
Teachers. This research will aid them their discussions regarding
related lessons. It will be easier for them to tackle related topics about this
research.
Future Researchers. This research will be a useful reference for the
researchers who would plan to make any related study precisely the
standard underlying the Bachelor of Science in Accountancy program.
Scope and Delimitation
This study was conducted to know the Adoption of Electronic
payments in Convenience stores in Selected Barangay in General Santos
City, specifically: Barangay Calumpang, Tambler, Fatima, and Labangal.

The researchers’ primary objective is to know how adoption of electronic
payment affects Customer Satisfaction.
There are 40 Customers and 26 Convenience Stores in Selected
Barangays in General Santos City. However, out of 40 customers, only 30
customers responded and out of 26 convenience stores, only 14
convenience stores responded. The researchers employ Simple Random
Sampling in selecting the customers and Purposive Sampling in selecting
the Convenience Store.
Definition of Terms
To facilitate the understanding of this study, different terms are
defined herein;
E-payment. Conceptually, it is defined as an electronic value transfer of a
payment from the payer to the recipient through an electronic payment
mechanism. Operationally, electronic payment system is one of the most
important components of e-commerce and is regarded as its foundation, it
can be characterized as a payment service that makes use of integrated
circuit (IC) cards, cryptography, and telecommunication networks, (Raja et
al 2008).
Adoption. Conceptually, this refers to the use E-payment rather than of
cash upon paying something in a convenience store. Operationally,(Paunov
and Vickery 2006) found the applicability of the mobile payment system is
quite widespread due to the significant growth and increasing penetration
of mobile equipment compared to other telecommunications infrastructure.
Convenience Store. Conceptually, this refers to a small retail store that
carries a limited selection of basic items, as packaged foods and drugstore
items, and is open long hours for the convenience of shoppers.
Operationally, it usually charges a fee significantly higher prices than
regular grocery stores or supermarkets, because of convenience stores
order less inventory at a higher unit price from wholesalers. However,
convenience stores make up for this loss by extending operating hours,
serving more locations, and have shorter pay lines (Brown, A., 2011).
Customer. Conceptually, it refers to an individual that purchases a
commodity or service. Operationally, defined as an important source of
information for product development projects and their input is very
important to ensure product success (Alam, 2005; Cohen et al., 2002;
Griffin, 2005; Cooper, 2011).
Customer Satisfaction. Conceptually, this refers to a measure of how well
a company’s products, services, and overall customer experience meet
customer expectations. Operationally, as stated by (WTO 1985), mentioned
in (Wandaogou & Jalulah 2011), is a psychological idea that refers to the
happiness and joy that come from getting what one wants aspires to and
anticipates receiving a desirable goods or services

Cashless society. Conceptually, this refers to a condition of society where
the use of cash has been minimized, and people mostly use non-cash
payment instruments in conducting their transactions. Operationally, it is
defined as to people who conduct financial transactions using digital cards
or electronic devices, is a subset of the term financial technology revolution
(Balakrishnan & Shuib, 2021).
Social influence. Conceptually, it refers to the various ways in which
people modify their conduct in order to conform to the expectations of others
around them. Operationally, Social Influence have shown that our affection
for someone increases the likelihood that we will comply with their requests
(Cialdini & Trost 1998).
Performance Expectancy. Conceptually, the degree to which a person
believes that utilizing a system would enable them to improve their job
performance. Operationally, Performance expectancy is the degree to
which an individual believes that utilizing innovative technologies would
boost job performance as described by (Venkatesh et al. 2003)
Effort Expectancy. Conceptually, it is the degree of ease and usefulness
that users experience with a particular information system. Operationally,
Effort expectancy is equivalent to the concept of ease of use and what
current consumers think about easy-to-use technology (Jambulingam,
2013).
Facilitating Conditions. Conceptually, it is the degree to which a person
believes that the organizational and technological infrastructure is in place
to facilitate the use of a system. Operationally, Facilitating Conditions is an
education training on how to use new technology that company provides to
people when they want them to use this technology (Wong, K.T.; Teo, T.;
Goh, P., 2005)
Convenience. Conceptually, it is something about a situation or
characteristic that saves someone time or effort by making something
easier or more beneficial. Operationally, according to (Yale and Venkatesh
1986), convenience is defined as the time and effort consumers save when
making a purchase.
Security. Conceptually, is the state of being safe as well as the actions
done to keep oneself safe. Operationally, security is defined as offering
private security services to safeguard individuals, data, and property for
personal safety or public health (Craighead, 2003).
Efficacy. Conceptually, it is producing a desired or expected consequence.
Operationally, Efficacy can be defined as "the potential benefit of a
treatment when applied optimally”. (G. Andrews (1999))
Problem Solving. Conceptually, is about creating procedures that lessen
or eliminate impediments that stand in the way of your strategic objectives.
Operationally, Another definition of problem-solving is a cognitive process

aimed at achieving a goal for which person lack a primary understanding of
a solution method. (Mayer & Wittrock, 2006).

Chapter 2
REVIEW OF RELATED LITERATURE
This chapter provides an overview of previous research on the
adoption of E-payments. It consists of the factors influencing the consumers
intention to use E-payment and the other issues that address the study. The
presented information is collected from a wide range of reading and
understanding from the discussion.
Background Theories
Electronic Payment
Electronic payment systems have attracted a lot of interest from
researchers and information system designers during the past two decades
because of their utmost importance in contemporary electronic commerce.
Several various study vantage points have produced thorough and in-depth
opinions regarding the definition of e-payment. Dennis (2004), for instance,
defines an e-payment system as a type of financial commitment between
the customer and the supplier and facilitated by electronic communications.
In contrast, Briggs and Brooks (2011) see e-payment as a way for
businesses and people to communicate with one another through the usage
of banks and inter-switch houses, which facilitate the exchange of money
electronically.
From a different angle, Peter and Babatunde (2012) defined an e-
payment system as any type of online fund transfer. In a related manner,
Adeoti and Osotimehin (2012) claim that an electronic way of making

payments for products and services purchased online or at stores and
shopping centers. E-payments, according to Kaur and Pathak (2015), are
transfers of money through electronic means in a setting that supports
electronic commerce (Kaur and Pathak, 2015). Chen and colleagues (2018)
more recently defined E-payment as the electronic transfer of monies from
a payer to a payee through an e-payment platform that enables users to
view and control their financial transactions over an electronic network.
Performance Expectancy
According to the UTAUT2 model’s Performance Expectancy, people
think that utilizing technological systems will assist them in being highly
productive at work. The components of the performance expectation-
related models are helpful in the TAM2 model, which combines the
Technology Acceptance Model (TAM) with Motivation Model (MM), the
Theory of Planned Behavior (C-TAM-TPB), and the Model of Personal
Social Cognitive Theory (SCT), Innovation Diffusion Theory (IDT), and
Computer Utilization (MPCU), (HA & Nguyen, 2022)
According to Venkatesh et al. (2003), “performance expectancy”
refers to how much one expects that utilizing cutting-edge technologies will
boost job performance. In behavior models like the Technology Adoption
Model (TAM), the idea of “perceived usefulness” aligns with the
“performance expectancy.” According to other research, “performance

expectancy” refers to people’s belief that using the system will enhance their
performance (Min et al., 2008; Jambulingam, 2013).
Effort Expectancy
The old notion perceived ease of use is equivalent to the study
predictor effort expectancy. According to the findings of the study conducted
in 2018 by Faqih and Jaradat, perceived ease of use is a significant
predictor of mobile commerce uptake. Similarly, a study carried out in
Jordan revealed similar results, indicating that effort anticipation has a
positive correlation with consumers’ inclination to adopt mobile commerce.
However, recent studies on the desire to adopt various m-technologies have
not demonstrated a clear correlation between expected effort and intention
to use (Morosan & DeFranco, 2018; Oliveira et al., 2018).
As previously indicated, effort expectancy corresponds to the idea of
ease of use, or the degree to which users perceive technology to be user-
friendly (Jambulingam, 2019). Customers respond differently around the
world because to cultural variations in adoption behavior. For example, (Teo
and Noyes, 2018) conducted a behavioral intention research in Singapore.
This indicates how simple it is to combine work with the usage of
information systems or information technology products for Effort
Expectancy. The perceived ease of use and complexity constructs are
derived from TAM, MPCU, and IDT (HA & Nguyen, 2022)
Social Influence
Social influence is the extent to which a person believes that others
(e.g.,Kin and acquaintances) ought to employ a specific technology
(Venkatesh et al., 2012). Marketing for social influence effect and
reputation, e-money plans are viewed as a novel and captivating mode of
payment by a large number of customers. Insofar as it helps, merchants
might find it advantageous to take payments via an E-money program.
Generates interest in their products and services. Likewise, customers
might be drawn to these programs not just because the technology’s
uniqueness, but also by its reputation, marketing impact, and social
influence (Ha, 2022).
In terms of Social Influence, this refers to how much a person
believes that important persons are thinking they ought to employ the new
framework. The components of social influence are TRA, TAM2, TPB, C-
TAM-TPB, MPCU and IDT (Nguyen, 2022) According to (Irani et al. 2019),
and others, social influence is the extent to which someone will be
influenced to use a new system by the beliefs of others (family, friends,
peers, and so on), whether those beliefs are good or negative. The
significance of social influence in the adoption and implementation of
electronic payment was demonstrated by numerous research (Al-Busaidy,
2018; Al-Gahtani et al., 2019; Kim et al., 2019).

Facilitating Conditions
The degree to which people think that an organizational and
technological infrastructure is in place to support the system is referred to
as the “facilitating conditions” (Venkatesh et al., 2003). It has been observed
by numerous researchers (Chang et al., 2018; Chau and Hu, 2022) that
favorable conditions influence the application of innovation. Venkatesh et
al. (2003) discovered that when the construct of effort expectancy is used
in the same model, facilitating conditions alone—without the addition of any
moderator—do not significantly predict intention to use the system.
However, when it is moderated by age and experience, it has a strong effect
on older workers with increasing experience. (Al-Shafi’s, 2019) research
Adoption of e-payments was favorably connected with enabling conditions.
According to the definition of facilitating conditions, the degree to
which customers believe that
The technological and organizational infrastructure is in place to facilitate
system utilization. This demonstrates that the customers
Are conscious of the tools and resources at their disposal to carry out a
behavior (Venkatesh et al., 2018). E-money is accepted for technical issues
when users think that the organizational and technical infrastructure will
Encourage the adoption and practical application of e-money (Ha, 2022).

Customer Satisfaction
Customer satisfaction has grown into an increasingly important
measure for managerial quality assessment. A company's future profitability
is said best predicted by having high customer satisfaction ratings. When
compared to pre-purchase expectations, satisfaction can broadly define as
a post-purchase assessment of product quality. Many circumstances and
connections between products and services and customer satisfaction can
be found. Customer expectations significantly influence this highly
subjective evaluation. The customer's contact with the company as well as
the results for themselves play a part in their level of satisfaction. One who
"receives significant added value" to his or her bottom line, according to
some academics' definitions, is a satisfied client in the private sector. This
term might also be applicable to public services.
Individual expectations have a significant impact on how personally
subjective the concept of customer pleasure is. The basis for some
definitions is a conclusion that individual expectations for a service or
product are either confirmed or disproved by the customer's satisfaction or
discontent. Some experts advise businesses to "focus on a goal that's more
closely tied to consumer equity" rather than asking whether customers are
satisfied. Instead of asking whether customers are satisfied, they advise
businesses to find out how customers hold them accountable.
Customer satisfaction refers to how well a customer believes a
person, business, or organization has met their needs with a good or service
in the context in which they are aware of and/or using it. It is a socially
manufactured reaction to the interaction between a consumer, the product,
and the product provider/maker. Satisfaction is not innate in people or
products. The provider/maker can affect customer satisfaction to the extent
that they have control over the different relationship dimensions.
Convenience
Flexibility, speed, portability, and ease of use are only a few
examples of convenience (Hayashi, 2012). This becomes an important
motivation for using mobile payments some research for example, we
emphasize the importance of user-friendliness when introducing mobile
payments (e.g. Schierz et al., 2010; Kim et al., 2010). In general,
contactless payments give users a high degree of time and geographic
flexibility (Mallat, 2007; Zhou, 2013), eliminating the need for carry other
items, such as cash or credit cards, and reduce the average payment time
by 15-30 seconds (Hayashi, 2012). The limited functionality may be an
annoyance due to the small screen size of the gadget (Zhou, 2013). Setting
up the mobile payment application, which frequently requires several steps
like adding payment cards, entering PINs, or scanning one's fingertips, is
another potential difficulty. This approach could be challenging to apply for
people who are less tech-savvy, such the elderly (Hayashi, 2012).
Tiwari and Singh (2019) assessed and compared the elements
influencing consumer satisfaction with relation to cashless payment

systems with reference to BHIM and Paytm in India. The capacity of the
cashless payment system to transfer money is preferred, the survey found.
It appears to be quick, easy, and comfy to people. E-wallets enable users
to transact at any time, without being limited by odd hours or holidays.
Security
One definition of security is preventing internal and external fraud or
criminal use of information related to transactions and customers. People
may be reluctant to conduct business or make online payments out of
concern that their personal data may be compromised. Security is still one
of the most important and thoroughly studied topics in the field of payment
systems (Abrazhevich, 2004). Concerns concerning network security
indicate that the electronic payment protocol needs to be improved further
to boost confidence in the online payment system.
Azizi and Javidani (2010) claim that holding onto the notion that
security Concerns relate to the confidentiality of financial data, including
credit card numbers and passwords for online accounts. Online
transactions are secure if the data is transmitted securely and arrives at the
intended recipient without being intercepted, altered, or destroyed in transit
or storage.
Kurt and Hacioglu (2010) contend that consumers' perceptions of
brands online. Online retailers are expected to guarantee the security of any
sensitive data they hold as a matter of ethics. The literature that is currently
available acknowledges user security concerns and how they affect the
adoption of electronic payment systems (Kurnia and Benjamin, 2007).
Customers will think it is unsafe to use electronic payments. Additionally, it
may cause a loss of privacy and a feeling of unease regarding online
payments. All of these factors will make it such that clients do not intend to
use electronic payment methods for online transactions. The bank has
taken the step to need pin numbers for every transaction in order to prevent
this kind of issue.
Privacy, according to Cliquet et al. (2015), is the capacity to
independently monitor one's own data. This trait is important because it is
widely known. Privacy and security are two factors that influence the
adoption of e-wallets and are found to be more suggestive, according to the
study by (Soodan, et al., 2020). Lack of security and privacy is one of the
issues that prevents consumers from purchasing items unless these issues
are resolved (Milberg, Smith, & Bruke, 2000). Without a security feature,
using an e-wallet for payment, however, could lead to illegal access to
personal information and offer cybercriminals a profitable opportunity to
compromise the data (Kaur et al., 2018).
The e-wallet has gained popularity since transactions are
straightforward, but Marimuthu and Roseline (2020) note that there are still
other factors that must be taken into account. These include the general
populace's ignorance and lack of awareness as well as their anxiety about
making purchases due to security worries. Customers can have little

confidence in the information system's provider and decline to utilize any e-
payment services unless privacy and security concerns are addressed
(Gitau, et al., 2014). Since transactions are simple, the e-wallet has
become more popular, but Marimuthu and Roseline (2020) point out that
there are still other considerations that need to be made. These include the
general public's illiteracy and ignorance as well as their unease with making
purchases due to security concerns. Customers may lack confidence in the
company providing the information system and opt not to use any e-
payment services until privacy and security issues are resolved (Gitau et
al., 2014).
Efficacy
Payment techniques have evolved to meet the desire for improved
convenience; cashless payments did this demand from the viewpoints of
the consumer and the retailer (Ondrus and Pigneur, 2006). Efficacy is a
primary source of happiness that refers to proper technical performance and
involves instances that demonstrated how mobile payment easily operated,
processing the payments made without issue. Users were taken aback by
mobile payment options. Functionality has already been explored in the
context of quality and satisfaction Collier and Bienstock (2006) and
Parasuraman et al. (2005) discuss the context of electronic services
technologies for self-service (Meuter et al., 2000). It is significant to highlight
that contentment frequently when the technology is new, results from the
functional abilities (Meuter et al., 2000). As portable payments are still in the
early stages of development, and their capacity to carry out essential tasks
is satisfying. When mobile payments are more widely used in the future,
users as expectations rise, efficacy might not be sufficient to promote
contentment.
Problem-solving
An additional form of gratification derived from the episodes is
problem-solving, which instances where a client could utilize a mobile
payment instead of another type of payment instruments were unavailable
or broke down. Mobile transactions that are not made at a POS they don't
rely on outside technologies because they only need an Internet connection.
Card payments, for instance, demand a terminal at all times, which in the
event of failure the transaction is stopped. Mobile payments are a good
option to employ when other payment methods are unsuccessful because
of their high accessibility and flexibility. Carrying smartphones around all the
time. In an emergency, cash or a credit card can be used instead thanks to
the majority of owners. Similar to was discussed in the topic of how
technology might assist consumers in crucial situations the setting of STTs
(Meuter et al., 2000).

Empirical Studies
The review of related studies were significant; the international and
local studies that were compiled from several sources to provide information
that is more precise are shown below. It gave the researchers a deeper
comprehension and greater depth of perspective on this topic.
International Studies
As demonstrated by the study conducted by Francisco-Jose along
with others, in the absence of de facto standards, the market is extremely
complex due to the wide range of coexisting mobile payment technologies
and solutions. Mobile phone operators use the SIM card in the phone to
deliver mobile payment solutions, whereas handset manufacturers use
chips soldered on the phone motherboard and over-the-top providers use
cloud emulation. Wide ranges of mobile payment services are available to
users, each with a particular interface standard. Some of these services
differ in terms of the hardware required to use them (such as the type of
SIM card, phone motherboard, or cloud connectivity), while others vary in
terms of how to use them. (e.g., downloadable app from an app store or
extensible wallet application). Confusion among customers is brought on by
the variety of solutions. Users are also confused by a variety of user
interface standards: while some mobile payments require authentication
and authorization (e.g., by entering PIN codes, automatically downloading
tokens, or using body functions like fingerprints or even blood circulation

patterns), others do not make it clear what kind of functionality to anticipate.
(e.g., payment only or added-value features like loyalty cards and electronic
receipts). In light of this claim, numerous authors have discussed the user
interface restrictions on specific platforms include PayPal.
Additionally, numerous mobile payment options undergo significant
changes after being released on the market or are even completely
withdrawn. In summary, there are currently no de facto market-wide
standards for user interface, user interaction, security methods, distribution
routes, or functionality, and it is still unknown which solutions will prevail
over the long term. In order to adopt various market products, users must
incur learning costs. The value that customers anticipate from mobile
payments is significantly impacted by these learning costs.
Users are presented with a technology that is devoid of any de facto
standards as mobile payment solutions are introduced by a range of entities
employing vastly varied security methods, distribution channels, and
interfaces. The study argues that learning costs are a significant unexplored
factor in explaining adoption intentions for technologies lacking de facto
standards. The study’s judgment specifically shows the covert importance
of learning costs in understanding adoption intentions, which are mediated
by perceived functional value and enabling circumstances. These findings
are crucial for understanding the acceptance of other technologies that do
not yet have de facto standards as well as the uptake of mobile payments
(2020).
From the point of view of Fatonah and the rest, numerous monetary
hazards can arise when using the online payment system. Online payments'
unfavorable effects might happen for a variety of reasons. Since the internet
operates in a unique way, e-commerce-specific solutions cannot ensure the
validity and security of payments. We need an electronic payment (e-
payment) system that not only offers secure payment methods but also
includes features like online customer and seller authentication, evidence
of transactions that customers authorized to be made with both banks and
merchants, customer privacy, and transactional data security. Online
shopping can occasionally cause uncertainty and include dangers. Many
different e-commerce technologies have evolved throughout time. There
are still questions over the safety of their hard-earned money.
In terms of the scope, more research is required on how to build user
confidence in electronic payment systems, customer interest in using these
systems, the significance of security in these systems as it may affect user
confidence, and research on the potential growth of electronic payment
systems. The employment of alternative data collection techniques in future
research is strongly advised in order to improve and develop solutions to
unsolved challenges pertaining to a variety of topics, particularly those
referring to future electronic payments.
Halaweh (2017) analyzed consumer intentions to utilize payment-on-
receipt in e-commerce and discovered a growth in users over the past few
years. There hasn't been a lot of research done regarding the admission of
customers to the payment-for receipt model. Finding out what encourages
customers to pay after they receive their online goods was the goal of this
study. To assess the study hypotheses (Junadia, 2015), partially low
squares analysis was performed. (PLS). According to the research, the
payment mechanism's perceived trustworthiness, security, and privacy all
had a big impact on how widely it was used. Isa and others carried out
research on accepting e-payments on 2017. Researchers that looked into
why electronic payment systems have become more prevalent in
government concluded that a key contributing reason was the amount of
people queuing in public spaces. (Kelana et al., 2017).
For electronic payments to be successful in the end, development
and security of these methods are essential. The level of education in a
country plays an essential part in the diffusion of culture and the use of
electronic media. Internet users have little trust and faith in this technology
when it comes to disclosing their own personal information or protecting
their credit card information from being stolen and used by someone else.
(Ho et al., 2020). Unfortunately, the absence of such a culture would bring
about a variety of problems, the most important of which is a lack of
confidence in electronic payment. Since the development of the electronic
payment system, e-commerce transactions are now simpler, faster, more
secure, and less expensive. Contrarily, as more electronic payments are
made and fraud techniques are developed, there is an increase in the
amount of data—financial and otherwise—that can be utilized for illegal

reasons. (Ho et al., 2020). Some people prefer certain payment methods
over others, such as payment upon receipt because they are worried about
being scammed or stolen when using electronic cards, being unable to
access their purchases because they were stolen or lost, or receiving
damaged or missing goods because of delays on one side or both. Because
of all of this, it is essential that this pressing issue is investigated and talked
about in a range of settings on a national and worldwide level. (Hsieh et al.,
2013).
Meyll and colleagues looked into the relationship between using
credit cards and using mobile payment technologies in 2018. According to
a poll of more than 25,000 Jordanian families, those who use their
cellphones to make purchases are more inclined to display their credit
cards, and there is a definite link between new payment methods and an
increase in spending. To gain a sense of how customers feel about e-
commerce, the researchers interviewed 150 University of Jordan students.
They made their decisions based on the survey's findings. According to this
study, consumer behavior and privacy have a big impact on how trust in e-
commerce is perceived by customers. (Hsieh et al., 2013).
Asian Studies
Since the internet's ease of access and time available, smartphones
have experienced enormous growth in recent years. Many customers are
drawn to utilize e-payment methods thanks to mobile wallet providers like

Paytm, PayPal, Mobikwik, etc. with their payback programs, which helps
the businesses develop significantly. Digital wallets are facilitating the
transition of economies to a cashless world. Additionally, with more features
and functionalities, electronic and mobile wallets are essentially a digital
counterpart of actual currency in a physical wallet. E-wallets for payments
cut down on the expense of handling and storing currency for merchants.
To encourage payment for all cashless transactions, retailers on the internet
have given generous discounts and reward offers. More customers are
choosing payment methods other than Cash on Delivery thanks to online
platform shops; this helps businesses keep their customers. In order to
make payments, customers will return to the same website where their
personal information is saved. By doing so, the transaction process is sped
up, resulting in an easier experience when purchasing online. (Khan & Jain,
2018)
According to Zlatko Bezhovski's paper, "The Future of the Mobile
Payment as Electronic Payment System," with all the security and
convenience offered by mobile electronic payment methods, we could
anticipate continued growth of mobile payments globally, possibly even
surpassing payments made by credit and debit cards. Meanwhile, a number
of obstacles have been discovered to the acceptance of this payment
method, thus specific steps should be made to ensure this industry has a
bright future. According to this study, consumers are increasingly
embracing mobile payment options for both ordinary internet transactions

and in-person purchases. Consumers have grown accustomed to using
mobile payment systems due to the development of increasingly
sophisticated technology that supports, facilitates, and transparently
supports mobile transactions. The advancement of the growing market for
mobile payments could be facilitated by improving the compatibility with a
wide range of users, utilizing cutting-edge technology, establishing common
standards for different service providers, and resolving security and privacy
concerns. (Bezhovski, 2016)
Authors Karamjeet Kaur and Dr. Ashutosh Pathak noted in their
study, "E-Payment System on E-Commerce in India," that adopting e-
payment solutions or systems for various reasons offers protection against
theft of paper and e-money. A variety of other advantages were mentioned
in addition to cost savings, such as better customer service, increased
working capital, shorter operational cycle times, faster processing, and
more adherence to organizational norms and procedures. According to this
study, clients have a wider range of options with online e-payment. The
customer can receive exceptional service from the bank along with
personalized attention. E-payment systems have a variety of advantages,
including superior customer service, a wider audience, time-saving
customer loyalty, simple information access, 24-hour access, less
paperwork, the need for carrying cash, simple online applications, etc.
(Karamjeet Kaur, 2015).

The authors of the paper "A Study on Usage of PayTM," Abhijit M.
Tadse and Harmeet Singh Nannade, note that digital wallets are quickly
gaining popularity as a form of online payment. Additionally, mobile users
can now use their smartphones to conduct financial transactions or
payments by using applications that have been downloaded to the device.
According to the authors' survey, PayTm must make improvements to the
payment gateway because 70% of respondents experienced problems with
it. The service could be enhanced to meet the demands of the greatest
number of consumers since just 5% of people claim to have received
support every time they experienced a breakdown. Although PayTm is
doing well in terms of privacy right now, it needs to improve in other areas,
like transaction times, discounts and offers, and innovation. (ABHIJIT M.
TADSE, 2017).
The authors of the paper "A Study on the Perception of Customers
Towards E-Commerce and E-Payments in Local Survey" S. Kowsalya,
Mridula, and Swetha Krishnan. R is Sowmya. A. M. said that the online
payment system, which enables a client to make payment to the online
merchant or service provider, has a major role in determining how
trustworthy internet commerce is. Customers are growing more at ease
completing business transactions online, but they are still anxious about the
hazards involved in doing so, which will have a significant impact on how
quickly business will move to being conducted electronically. Consumers
are moving in greater numbers to e-commerce in order to pay bills

electronically, acquire goods and services online, and pay for information.
The writers claim that the term "e-payments" refers to the technology
advancement that allows us to conduct financial transactions online and
avoid obstacles and other problems. With e-Payments, people have more
flexibility when it comes to paying their taxes, licenses, fees, fines, and
purchases at odd times of day and anywhere they choose, 365 days a year.
Considering how quickly mobile technologies and the internet sector are
developing, the authors concluded that credit and debit cards will become
obsolete. (S. Kowsalya, 2017).
Local Studies
As stated in the study conducted by De Leon and colleague, “E-
payment systems in the Philippines mostly do not require a bank account
and can be easily accessible using mobile phones. Systems such as GCash
and PayMaya, make it easier for Filipinos to use digital payment platforms.
Eliminated the requirement of bank accounts, e-payment systems have a
strong potential in a low bank country like The Philippines. Previous studies
on e-payment mainly used the technology acceptance model (TAM) as a
framework. However, TAM has limited measures on consumer attitude. This
study is grounded on TAM and Theory of Reasoned Action to include a
more appropriate explanation of e-payment system adoption.”
Digital payment services may face difficulties becoming extensively
used in the Philippines, a nation where cash is still king. The population of
Filipinos is still small, even in terms of bank account ownership, as the
majority still favors the tangible nature of actual currency. Notwithstanding
the study conducted by De Leon and colleague finds that the same
approach can applied to a bigger sample size to get a more accurate
population estimation. It cannot infer that the model is ineffective for figuring
out the factors influencing the adoption of e-payment systems due to the
study's relatively small sample size. (De Leon, et. Al., 2020)
The adoption of digital payment has spread throughout business. In
reality, the acceptance of cashless transactions has become one of the
conventions in industrialized nations, which makes it simpler for
management to guarantee on-time payment collection. The deployment of
smart ID, according to the study's subsequent findings, may potentially
improve the educational environment by providing students with the
certainty that their tuition payments are made on time and by encouraging
them to prioritize their financial responsibilities. (Cendana, 2020)
The future use of smart cards has already spread throughout the
educational setting. In fact, a number of nations, including Singapore,
Malaysia, and Zimbabwe, have deployed smart technology in institutions
where cashless payment is used for transactions relating to education. Two
institutions in the Philippines—Lyceum University of the Philippines and De
La Salle University—have already adopted the smart card-based digital
payment system. Evidently, there are no documented success stories to
support its application. After careful consideration, it was discovered that

the introduction of smart card technology had not undergone a preliminary
examination to see whether students and the educational institution had
embraced it positively. However, neither a pre-study nor a post-study to
assess its value for both pupils and school administration were carried out.
As previously indicated, the study by Acopiado and colleagues
evaluated the elements influencing the adoption of digital payments by
businesses in the Philippines as a pivot strategy in company operations. A
sample of 433 people with at least a managerial role were surveyed online
between July 2020 and January 2021.
The acceptance of digital payment was made easier by the adoption
of digital transformation, a fundamental approach used by businesses to
create and capture value in the new normal. The need for businesses to
become more adaptable, agile, and open to the changing environment is
demonstrated by the transition from a traditional corporate model to a digital
one to prosper under pandemic conditions. Assistance and support for
comparatively younger businesses must be focused in order to achieve and
maintain recovery, since they are more likely to implement digital payments.
Programs for ongoing digital capacity development must be investigated in
order to serve vulnerable firms, particularly those with sole proprietors. To
regenerate businesses and industries, smaller companies with fewer
people, those lacking an ICT infrastructure, and those experiencing a
decline in commercial growth. Additionally, strategies for digital innovation
are required because these creation of digital infrastructures among

companies and businesses. These policies cover a variety of topics,
including the usage and acceptance of digital payment platforms and the
acceleration of this adoption because these are advantageous to
customers, retailers, and service providers.
E-payment evolved due to the prevalence of online shopping,
particularly among Generation Z. Accordingly, occurrences of online fraud
and frauds are on the rise. As a result, security needs to be prioritized in
order to make online payment trustworthy, as it is one of the biggest
obstacles to adoption that people experience. This study examines the
relationship between the e-payment adoption affecting factors and the
demographic makeup of Generation Z. The 337 students of the Polytechnic
University of the Philippines' College of Business Administration were
personally given a survey form to collect data. To ensure that each CBA
student had an equal chance of being chosen, simple random probability
sampling was used. Different attitudes about the adoption and usage of
technology have been linked to disparities in gender and educational
background. According to the study, perceived risk, perceived usefulness,
ease of use, and acceptance of e-payments are not significantly different
from one another, however the relationship between gender and trust, as
well as the relationship between course and trust, is significantly different.
As a result, it was discovered that Generation Z is still willing to use e-
payments in the near future. In order to reduce the risk of fraud, users must
only trust trustworthy websites. Services must also promote consumer

confidence in the service provider and create knowledge of how simple and
secure this kind of transaction is. (Nadzar, 2019)
When it comes to using different electronic payment (e-payment)
alternatives, the research aimed to examine employee preferences and
customer satisfaction among the Batangas Provincial Government
employees. It specifically aimed to present respondents' profiles, identify
respondents' opinions of e-payments' usability, security, and convenience,
and evaluate respondents' satisfaction with e-payments' utility,
dependability, and general customer support. Examine the possibility that
there is a significant difference in satisfaction and behavior when people are
categorized by profile factors. Develop an action plan that has the potential
to improve the e-payment preferences and satisfaction of the employees of
the Provincial Government of Batangas. According to the researcher's
accomplishments, it was determined that the respondents cited card use as
being convenient for all of their online transactions. Additionally, they
concurred that e-payments are useful for carrying out online transactions or
paying bills without forcing customers to leave the comfort of their homes
and protecting their families. The development of contactless payment
technology, which enables payments to be made without any direct or
indirect human touch, was sped up by the COVID-19 and the fear of
contamination. Based on the survey's findings, there is a strong correlation
between respondents' satisfaction with usefulness, dependability, and

customer service and their agreement with e-payments in terms of
convenience, ease of use, and security. (Lopez, 2021)
Research Gap Analysis

The Utilization and Perception of Customers Towards E-Commerce
and E-Payments was the main subject of all the aforementioned studies.
Some researchers may have concentrated just on E-payment users.
Meanwhile, (4) four distinct Barangays in General Santos City were chosen
by the researchers for this study. The researchers found that although there
were numerous convenience stores, no specific study had been done on
the Adoption of Electronic Payment in Convenience Stores and Its Effect on
Customer Satisfaction, given the fact that it was convenient for researchers.
Briggs and Brooks (2011) see e-payment as a way for businesses
and people to communicate with one another through the usage of banks
and inter-switch houses, which facilitate the exchange of money
electronically. Researchers anticipated that the subject of the study would
cover both the analytical and descriptive components and the attainments
of the study’s objectives.
Considering that the researchers focused their study on a subset of
Convenience Stores in General Santos City's four (4) distinct barangays—
Barangays Calumpang, Labangal, Fatima, and Tambler, the subject itself
was fairly intriguing and unique from other thesis studies. Several
techniques, processes, or statistical tools were utilized in this study's data

collection. In order to produce pertinent, accurate, and useful results, the
main research methodologies were descriptive statistics, which included
regression, frequency, percentage, mean, weighted mean, standard
deviation, and weighted average mean. It was therefore intended to stand
out from previous studies.
Conceptual Framework
Independent Variable Dependent Variable
Adoption of E-Payment in Customer Satisfaction

Convenience Stores
 Convenience
1. Performance  Security
expectancy  Efficacy
2. Effort expectancy  Problem-solving
3. Social Influence
4. Facilitating Conditions
Figure 1: The Conceptual Framework

Chapter 3
METHODOLOGY
This chapter shows the methods and techniques which are applied
to identify and critically evaluate a study's overall validity. This also presents
the process in collecting data from the respondents without any biases and
violating the rules.
Research Design
In collecting and analyzing convenience stores and customer data
for this study, a correlational research methodology was used. Studies that
investigates relationships between variables without the researcher
controlling or manipulating any of them, (Bhandari, 2023). This strategy was
selected because it guaranteed a complete account of the conditions and
minimized bias during the study process. (Kothari, 2008). This study aims
to look at the relationship between adoption of electronic payment in
convenience stores and customer satisfaction. In order to optimize the
collection of primary data even further, a survey was conducted as part of
the data collection approach for this project, which is a questionnaire
containing survey fields.
Research Locale
This study was conducted within General Santos City's four (4)
separate barangays, namely Barangays Calumpang, Labangal, Fatima,

and Tambler. The researchers' preferred location is where the locations of
convenience stores that accept electronic payments and customers who
use electronic payments are. The city of General Santos is situated at the
head of Sarangani Bay of the Celebes Sea along the southern shore of
Mindanao. According to the last census year 2020, it has a total population
of 697, 315 people. General Santos City is not a particularly large city, and
the areas that are covered for the distribution of questioners are the
locations of the convenience stores that accept electronic payments and the
users who can respond.
Figure 2. Location of Barangay Calumpang, Labangal, Tambler, and

Fatima in General Santos City.
Sampling Design
The researchers utilize a simple random sampling technique for
customers and a purposive sampling technique for selected convenience
stores in Barangay General Santos City. Simple random sampling is best
for this study since everyone in a population has an equal chance of being
selected into a sample, and as it produces a representative sample and a

practical means of collecting information and drawing conclusions about
populations. Data from convenience stores were also collected using
purposive sampling approaches, as this approach relies on the
characteristics that we need in the sample.
Respondents and Key Instruments
The study's two primary respondents are customers and owners,
managers or assistant managers of convenience stores that accept
electronic payments in a few specific barangays in General Santos City and
customers that are able to use electronic payments. As they were the ones
who were appropriate to give information relevant to this study. The
respondents will answer the survey questionnaire that the researchers
prepare by adopting and modifying questionnaires from the related studies.
NAME OF CONVENIENCE STORE BARANGAY

Dyzil Mart Calumpang
Keiri Mart Calumpang
Khehsed C.G Trading Calumpang
Klawee Convenience Store Calumpang
7 eleven Fatima
BCC Enterprise Fatima
Brigada Pharmacy Fatima
Fleur Pharmacy Fatima
Jessica Sari-sari store Fatima
JTE Dry Goods Trading Fatima
Lady M FamilyMart Fatima
Pharmassentials Fatima
Rojon Pharmacy Fatima
YenYen Grocery Fatima
Table 1. List of Convenience Store in Selected Barangay in G.S.C
Research Instruments
Yin (2011) states that research instrument is a tool for collecting the
data. In this study it has two primary respondents the customers and the
owners of convenience stores, both will be using a survey questionnaire in
collecting the data with dichotomous questions and scaling questions.
A questionnaire is an instrument in which respondents provide
written responses to question items that indicate their responses, Ary
(2010). The researchers will be using a dichotomous question – a question
that provides a pre-set response option for participants, Cresswell (2012).
A scaling question will also be use in collecting the data, these questions
are based on the principles of the four measurement scales – nominal,
ordinal, interval, and ratio, Bhat (2023). The survey questionnaires will be
in a form of a 5-point Likert Scale ranging from 5 – Strongly Agree, 4 –
Agree, 3 – Neutral, 2 – Disagree, 1 – Strongly Disagree. In a purpose of
gathering information relevant to the perception towards E-payment and the
level of customer satisfaction.
Data Gathering Problem
The researchers present a letter of approval to the Dean of Pacific
South Bay College to ask permission to conduct a study outside the school
premises. Before starting the data gathering procedure, the self-made
research tool will be subjected for validity and reliability tests to ensure that
the quality of data that will be gathered from the respondents is accurate.
The questionnaire was validated by a panel composed of experts. A
statistician and an English professor. The reliability test will be conducted
based on the results of the pilot study that will be held on the selected
Barangays in General Santos City, which are the Barangay Calumpang,
Fatima, Labangal and Tambler.
A letter was also sent to significant manager of each convenience store
asking permission to conduct the study and a letter was written to the city
mayor's office in General Santos City requesting a list of all registered
convenience stores in particular barangays. The letter includes the sample
questionnaire for the further assessment and will be subjected for approval
or modification of the study.
Before conducting the tool, the managers and respondents was guided
about the questionnaire that they will answer and was informed about the
purpose of the study. The researchers also emphasize that their identity and
privacy will be ensured and their answers to the questionnaire will be
confidential to others. Lastly, after the data has been collected, it was
statistically treated, analyzed and interpreted. The researcher formulated
conclusions and recommendations for this study. This made the study more
informative and useful for future researchers.
Data Analysis
The data was analyzed using frequency counting, percentage
distribution, and mean to determine SOP 1. Its goal is to simplify as much

as possible the process of transforming raw data into knowledge that can
be understood and assessed in light of the study's objectives. In SOP 2
and 3, weighted means were used to analyze the data collected to
determine "the behavioral intention to use Electronic payment" and "the
level of customer satisfaction using Electronic payment." The interpretation
was made using the following categories and descriptions: strongly
disagree level (1.00-1.49), disagree (1.50-2.49), agree level (2.50-3.49)
lastly, strongly agree level (3.50-4.00).
In SOP 4, the relationship between E payment and customer
satisfaction was measured. Spearman Rank was used to determine the
relationship between E-payment and customer satisfaction variables and it
was explicated through p-value. If the results of the calculated x² value is
greater than results of critical x² value, there is a relationship between the
variables. Also, indicates that the two variables have perfect correlation.
Furthermore, if the p-value is less than 0.05, it implies that the relationship
of the variables is statistically significant and if the p-value is above 0.05,
this means that the relationship between the variables is not statistically
significant.
SCALE RANGE INTERPRETATION MEANING
4.20-5.00 STRONGLY AGREE THIS INDICATOR DENOTES WHEN
THE RESPONDENT IS VERY
ENGAGE.
3.40-4.19 AGREE THIS INDICATOR DENOTES WHEN
THE RESPONDENT IS ENGAGE.
2.60-3.39 NEITHER AGREE OR THIS INDICATOR DENOTES WHEN
DISAGREE THE RESPONDENT IS NEITHER
ENGAGE NOR NOT ENGAGE.
1.80-2.59 DISAGREE THIS INDICATOR DENOTES WHEN
THE RESPONDENT IS NOT
ENGAGE.
1.00-1.79 STRONGLY THIS INDICATOR DENOTES WHEN
DISAGREE THE RESPONDENT IS NOT VERY
ENGAGE.
Table 2. Likert Scale

Statistical Treatment
The following statistical tools will be to use to interpret the data:
For problem statement 1, the researchers will use frequency and
percentage.
𝑓
%= × 100
𝑁
%= percent
f= frequency
N= number of cases
For problem statement 2 and 3, the researchers used weighted
average mean to determine the behavioral intention of convenience stores
in using Electronic payment and the level of Customer Satisfaction.
Spearman Rank was used to determine the relationship between the
independent variable and the dependent variable.

Regression was used to determine if there exist a significant
relationship between Adoption of E-Payment in Convenience Stores and
Level Customer Satisfaction.

Chapter 4
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
This chapter presented the presentation, analysis and interpretation
of data. The study findings were the adoption of electronic payment in
convenience stores: its effect on customer satisfaction of selected
Barangay in General Santos City.
Analysis of Response rate
A total of forty-four (44) respondents, fourteen (14) respondents from
the convenience store in selected Barangay in General Santos City and
thirty (30) respondents from the customers were given questionnaires.
Convenience Store
Part 1: Questionnaire Response (General Information)
Category Frequency Percentage rate

2018 2 14%
2019 4 29%
2020 1 7%
2021 3 22%
2022 2 14%
2023 2 14%
Total 14 100%
Table 3. Year of Adoption
Year of adoption, four of the respondents (29%) have adopted
electronic payment in 2019. Three of the convenience stores (22%) adopted
electronic payment in 2021, two in 2018 as well as in 2022 and 2023 with a
14 percent rate, a total of 100% from 14 respondents.

Category Frequency Percentage
5 - 15 users 6 43%
16 - 25 users 4 29%
26 - 35 users 1 7%
36 - 40 users 2 14%
41 - Above 1 7%
Total 14 100%
Table 4. Estimated users (per month)
In terms of estimated users per month, 6 of the convenience stores
responded that they had 5 - 15 users with a percentage rate of forty-three
percent (43%). Four had 16 - 25 users (29%), two of the convenience stores
responded that they had 36 - 40 users (14%) and one had responded 26 -
35 users and 41 - above with a five-percentage rate (7%), for a total of 100%
from 14 respondents.
Part 2: Adoption of Electronic Payment in Convenience Stores
Table 5. Performance Expectancy
QUESTIONS MEAN INTERPRETATION
1. The store adopted E-payment to easily access 4.5 Strongly Agree

payment services.
2. The adoption of E-payment is in accordance with 4.5 Strongly Agree

all aspects of the store’s work and work style.
3. The store believes that adopting E-payment brings 4.5 Strongly Agree
about the expected effect in payment transactions.
4. By adopting E-payment, it will increase the store’s 4.14 Agree

comfort in the payment transactions.
5. By adopting E-payment, it allows the store to do 4.57 Strongly Agree

payment transactions faster.
WEIGHTED MEAN 4.44 Strongly Agree
Legend: 4.20 – 5.00 = Strongly Agree 1.80 – 2.59 = Disagree

3.40 – 4.19 = Agree 1.00 – 1.79 = Strongly Disagree
2.60 – 3.39 = Neutral
The respondents assessed “Strongly Agreed” on almost all
indicators particularly on the “By adopting E-payment, it allows the store to
do payment transactions faster” manifested on the high mean value of 4.57
and ranked 1st. While on the indicator in which the “By adopting E-payment,
it will increase the store’s comfort in the payment transactions” obtained the
lowest mean value of 4.14 interpreted as “agree” and ranked 5 th. The
computed overall weighted mean on the responses towards E-Wallet as

Digital payment was 4.44 with qualitative interpretation of “Strongly
Agreed”.
The study's results corroborate earlier research by Nguyen and Ha
(2022), which found that people think employing technological systems will
increase their productivity at work. Enhancements in processing speed and
decreased hardware costs are necessary for programs utilizing electronic
payment to become more efficient and scalable (Ha, 2022). As a result, the
degree to which customers believe using electronic payments will increase
their efficiency serves as the performance expectation for their behavioral
intention to use such payments.
Table 6. Effort Expectancy
1. The use of E-payment can help the store to speed 4.57 Strongly Agree
up payment transactions.
2. The use of E-payment can help the store make the 4 Agree
payment transaction more secure.
3. E-payment is practical, and it helps the store 4.43 Strongly Agree

increase efficiency in the payment transaction.
4. The use of E-payment makes it easier to find 4.21 Strongly Agree

payment information.
5. The use of E-payment significantly improves the 4.36 Strongly Agree

quality of the store’s payment transaction results.
OVERALL WEIGHTED MEAN 4.31 Strongly Agree

2.60 – 3.39 = Neutral
indicators particularly on the “The use of E-payment can help the store to
speed up payment transactions” manifested on the high mean value of 4.57
and ranked 1st. While on the indicator in which the “The use of E-payment
can help the store make the payment transaction more secure” obtained the
lowest mean value of 4 interpreted as “agree” and ranked 5th. The computed
overall weighted mean on the responses towards Effort Expectancy was
4.31 with qualitative interpretation of “Strongly Agreed”.
Due to its short processing time, the effort expectation in using
electronic payments can help consumers speed up their transactions,
greatly improve the quality of their outcomes, and increase their security.
Using electronic payments increases transaction efficiency, helps
consumers always have complete payment information, and makes it
simple for them to find out payment information. Hence, Nguyen and Ha
(2022) assert that the dependable and legitimate actions aimed at
enhancing the utilization of E-money will enable consumers to attain greater
efficiency in Vietnam's payment services with minimal exertion.
The average response to the statement, "The use of electronic
payment makes it easy for consumer to find out payment information," was
strongly agree, with a mean score of 4.21. According to Ha and Nguyen's
study, in terms of effort and usability, ease of use is crucial for the adoption
of payment mechanisms and methods. This can be attributed to a variety of
factors, including convenience, ease of integration with other processes,

and the number of steps involved in the payment process. Several usability
improvements over current systems may influence the use of E-money.
Consequently, numerous providers endeavor to enhance and streamline
the user experience inside electronic payment systems (Ha, 2022).
Therefore, consumers' behavioral intention to use electronic payments is
expected to require a certain amount of effort, depending on how much they
believe using electronic payments will increase their efficiency.
Table 7. Social Influence
1. Customers who are familiar with our store think 4.43 Strongly Agree
that we should adopt E-payment as an option in
payment services.
2. The store adopted E-payment in the payment 4 Agree

services because our competitors use it.
3. Our customers support us adopting E-payment in 4.43 Strongly Agree

the payment services.
4. The trend helped me in adopting E-payment in the 4.5 Strongly Agree

payment services.
5. Many people advised us that we should use E- 4.43 Strongly Agree

payment in the payment services.

2.60 – 3.39 = Neutral
indicators particularly on the “The trend helped me in adopting E-payment

in the payment services” manifested on the high mean value of 4.5 and
ranked 1st. While on the indicator in which the “The store adopted E-
payment in the payment services because our competitors use it” obtained
the lowest mean value of 4 interpreted as “agree” and ranked 5th. The
computed overall weighted mean on the responses towards Social
Influence was 4.36 with qualitative interpretation of “Strongly Agreed”.
The overall mean was 4.36, it was interpreted as strongly agree. The
researcher were interested in determining the extent to which the store
perceives significant others as believing they should use the new system.
The researchers found that the trend helped the stores in adopting
electronic payment in the payment services with a mean of 4.5 and
interpreted as strongly agree.
According to Venkatesh et al. (2012), social influence refers to the
extent to which a person thinks others—such as relatives and friends—
should utilize a specific technology. Many customers consider e-money
schemes to be a novel and intriguing form of payment due to their social
influence, marketing impact, and good reputation. Insofar as it increases
demand for their products and services, merchants can find it advantageous
to take payments via an E-money program. Likewise, customers might be
drawn to these initiatives not just because of the technology's novelty but
also because of their reputation, social impact, and marketing advantages
(Ha, 2022). Accordingly, the degree to which customers believe other
people they regard as significant also think that the individual should use
electronic money, serves as a social effect on their behavioral desire to
utilize Electronic Money.
Table 8. Facilitating Conditions
1. The store has full control over the use of E- 4.5 Strongly Agree
payment in the payment transactions.
2. The adoption of E-payment in payment services 4.5 Strongly Agree

increases the store’s productivity.
3. The existence of evidence on each payment 4.43 Strongly Agree

transaction that is completed at the time of the
payment is clear proof of E-payment.
4. The store is certain that payment services 4.5 Strongly Agree

guarantee transaction conditions when the customer
uses E-payment in payment transactions.
5. The store is certain that the payment services are 4.36 Strongly Agree
safe when the customer uses E-payment in payment
transactions.

2.60 – 3.39 = Neutral
The respondents assessed “Strongly Agreed” on all indicators
particularly on “The store has full control over the use of E-payment in the
payment transactions” manifested on the high mean value of 4.5 and ranked
1st. While on the indicator “The store is certain that the payment services
are safe when the customer uses E-payment in payment transactions”
which obtained the lowest mean value of 4.36 and ranked 5th. The
computed overall weighted mean on the responses towards Facilitating
Conditions was 4.46 with qualitative interpretation of “Strongly Agreed”.
Consumer perception of the organizational and technological
infrastructure's support for system use is known as the "facilitating
conditions" factor. This demonstrates that customers are aware of the tools
and assistance that are accessible to carry out a behavior (Venkatesh et
al., 2012). Regarding technological issues, customers embrace e-money
when they think that the organizational and technical framework will allow
for e-money's convenient use and adaptability (Ha, 2022). Thus, the
organization's level of technological preparedness or technical support for
the usage of E-money is one of the helping conditions for customers'
behavioral intention to use E-money.

Part 1: Questionnaire Response – Customer (General Information)
Category Frequency Percentage rate

18-23 years old 23 77%
24-30 years old 6 20%
31-36 years old 1 3%
37 years old & above 0 0%
Total 30 100%
Table 9. Age of the respondents
Out of 30 customers, 23 of them are ages 18 – 23 years old with a
seventy-seven percent rate. Six are ages 24 – 30 years old with 20% rate
and one ages 31 – 36 years old, a total of 100%.

Lower Secondary Education 0 0%
(Junior High School)
Higher Secondary Education 7 23%
(Senior High School)
Undergraduate 23 77%
(Bachelor's degree)
Total 30 100%
Table 10. Education level
In terms of education level, twenty-three of the respondents are
undergraduate with a percentage rate of seventy-seven percent (77%).
Seven are senior high school graduates, for a total of 100% from 30
respondents.
0 - 6 mos. 7 23%
6 mos. - 1 yr. 3 10%
1 yr.- 2 yrs. 9 30%
2 yrs. & above 11 37%
Total 30 100%
Table 11. Experience in using E-payment
With a percentage rate of thirty-seven percent (37%), 11 of the
respondents have been using electronic payment 2 years and above. Nine
of the customers responded that they have been using electronic payment
1 year to 2 years; seven customers responded 0 to 6 months, and three
have been using electronic payment 6 months to 1 year with a 10% rate, for
a total of 100% from 30 respondents.

Level of Customer Satisfaction
Table 12. Convenience
1. E-payment services make transferring 4.33 Strongly Agree

transactions easier and are uncomplicated to
understand.
2. E-payment services allow me to have ease of 4.47 Strongly Agree

conducting financial transactions by carrying less
cash.
3. E-payment services allow me to make easy 4.37 Strongly Agree

purchases.
4. The speed when it comes to E-payment services 4.07 Agree

is faster compared to a traditional payment system.
5. E-payment services facilitate payment of bills 4.33 Strongly Agree

anytime and anywhere as it is accepted at different
stores.

2.60 – 3.39 = Neutral
The customer respondents assessed “Strongly Agreed” on almost all
indicators particularly on the “E-payment services allow me to have ease of
conducting financial transactions by carrying less cash” manifested on the
high mean value of 4.47 and ranked 1st. While on the indicator in which “The
speed when it comes to E-payment services is faster compared to a
traditional payment system” obtained the lowest mean value of 4.07
interpreted as “agree” and ranked 5th. The computed overall weighted

mean on the responses towards Convenience was 4.31 with qualitative
interpretation of “Strongly Agreed”.
Since consumers no longer need to visit actual bank locations to
conduct financial transactions, mobile banking has become more
convenient than traditional banking. In terms of convenience, time, and cost
savings, using digital banking for payments can be quite advantageous for
customers. By using a mobile phone, consumers may do all banking tasks
without wasting their precious time by visiting actual bank locations.
Benefits related to shopping, usage, and psychological aspects all have a
big impact on customers' favorable attitudes on mobile banking (Sultana,
2021).
Customers find online banking and other mobile applications
convenient thanks to advancements in technology and internet
accessibility. Customers can now do transactions more conveniently,
whenever and wherever they choose. Additionally, it aids in the battle
against terrorism, reduces cash-related robberies, stops the use of
counterfeit money, and boosts national economies. People prefer mobile
banking because it aids in the battle against corruption, criminal activity, and
other issues. Additionally, it will lower the cost of managing currencies,
monitor transactions, detect tax evasion and other fraud, improve financial
inclusion, and link the parallel economy with the mainstream.

Table 13. Security
1. E-payment guarantees the safety of my 3.7 Agree

transactions against unauthorized purchases or
financial risk associated with identity theft.
2. E-payment has high security because they use 3.93 Agree

high-end encryption technologies.
3. E-payment services have lower risk because it is 3.8 Agree

processed by secure gateways.
4. E-payment services have MPIN requirement 4.43 Strongly Agree

before making any transactions for secure
purchases.
5. E-payment guarantees the safety of my 4.2 Strongly Agree

transactions against financial risk associated with
identity theft.
OVERALL WEIGHTED MEAN 4.01 Agree

2.60 – 3.39 = Neutral
The customer respondents assessed “Strongly Agreed” on two (2)
statements particularly on “E-payment services have MPIN requirement
before making any transactions for secure purchases” manifested on the
high mean value of 4.43 and ranked 1st. While on the indicator in which the
“E-payment guarantees the safety of my transactions against unauthorized
purchases or financial risk associated with identity theft” which obtained the
lowest mean value of 3.7 interpreted as “agree” and ranked 5 th. The
computed overall weighted mean on the responses towards Security was
4.01 with qualitative interpretation of “Agreed”.

Security concerns are one of the main challenges, since customers
worry that their private information can be compromised. Therefore, it is
imperative that digital payment providers comprehend consumer
expectations for trust and either meet or surpass them. In addition to
resolving privacy and security issues, this entails protecting the backup plan
in case the phone is misplaced or stolen (Ravish, 2019).
Table 14. Efficacy
1. With E-payment services, I can easily make 4.4 Strongly Agree

transactions with just a few clicks of buttons.
2. E-payment services can review my payment 4.47 Strongly Agree

statements and recent transaction history in real time.
3. E-payment services often have incentives that can 4.03 Agree

save me money.
4. E-payment provides relief to users because it is 4.33 Strongly Agree

managed automatically.
5. E-payment can be used to make instant payments. 4.5 Strongly Agree

2.60 – 3.39 = Neutral
The customer respondents assessed “Strongly Agreed” on almost all
indicators particularly on the “E-payment can be used to make instant
payments” manifested on the high mean value of 4.5 and ranked 1 st. While
on the indicator in which the “E-payment services often have incentives that
can save me money” which obtained the lowest mean value of 4.03
interpreted as “agree” and ranked 5th. The computed overall weighted mean
on the responses towards Efficacy was 4.35 with qualitative interpretation
of “Strongly Agreed”.
The findings explicitly show the broad consensus that e-wallets are
highly helpful for quick bill payments, including bank transfers, electricity
and phone bills, and other bills. Prior to the invention of smart devices,
maintaining track of personal expenditure required a laborious process of
manually documenting transactions on paper and preserving the actual
data for later use. The financial services industry's need is evolving quickly.
To draw in and keep both new and current consumers, banks must take an
inventive approach to running their operations. This resulted in the release
of e-wallets. The original intent behind the introduction of e-wallets was for
mobile recharges. However, in the modern era, they have grown incredibly
sophisticated and provide a variety of services that nearly encompass all
financial transaction-related needs (Sarjun, 2021). Commercially available
electronic wallets in various forms—pocket, handheld, palm-sized, etc.—
are highly helpful for regular internet buyers. They provide a portable, easy-
to-use, and safe tool for internet purchasing. E-wallets function similarly to
physical wallets in that they store data in cards such as usernames,
passwords, and URLs. They can also be customized with icons, colors, and,
on certain platforms, images (Nandhini, 2019). According to Zhao (2019),
there is a growing trend of its usage in online transactions and a

transformation of money transfer techniques. Despite concerns about
rampant fraud, insufficient security, cultural opposition, and subpar
operational infrastructure and management, the use of electronic wallets is
growing among consumers. Many consumers worldwide now prefer
cashless purchases, even when they go on their regular mall shopping
sprees, thanks to the development of new technologies. The effectiveness
and ease of e-wallet services are also praised by users (Roozbahani, 2015).
A research conducted by Rathore (2016), consumers found online shopping
extremely convenient when they could make digital payments using e-
wallets and avoid having to travel far from home.
Table 15. Problem solving
1. E-payment services allow me to transfer funds 4.5 Strongly Agree

when money transfer centers are closed.
2. E-payment services can make transactions online 4.6 Strongly Agree

without going to a payment center.
3. E-payment services offer hassle-free transactions. 4.6 Strongly Agree
4. E-payment services help me alleviate pandemic- 4.37 Strongly Agree

related health worries.
5. E-payment has numerous partners so people can 4.57 Strongly Agree

easily connect to online banking.

2.60 – 3.39 = Neutral
The respondents assessed “Strongly Agreed” on all indicators
particularly on “E-payment services can make transactions online without
going to a payment center and E-payment services offer hassle-free
transactions” manifested on the high mean value of 4.6 and ranked 1 st.
While on the indicator “E-payment services allow me to transfer funds when
money transfer centers are closed” which obtained the lowest mean value
of 4.5 and ranked 5th. The computed overall weighted mean on the
responses towards Problem-solving was 4.53 with qualitative interpretation
of “Strongly Agreed”.
As digital payments become more popular, consumers have more
options for making both online and offline payments. Digital payments
include payments for goods and services made over the internet, peer-to-
peer transfers between private users, and mobile payments at point-of-sale
(PoS) via smartphone applications (apps) (Shira & Associates, 2017). The
majority of clients now conduct their transactions using an electronic
payment system. According to Sarayanamma (2018), the adoption of digital
payments is significantly and favorably impacted by customer opinion of
these methods. The general public's perception of digital payments is
modest. Customer perception influences the rate of acceptance of digital
payments in a favorable and significant way. An important factor in the
acceptance of digital payments is customer perception, which includes
superiority, efficiency, safety and security, convenience, cost and time
savings, ease of use, ease of privacy protection, and user friendliness. In

accordance with Gokilavani (2018), digital payment service providers must
exercise caution to prevent excessive postponements in payment
processing. Two indicators that indicate the development of cashless
payments are the ease of use of cashless transactions and the incentive
structure (Podile, 2017). Customers' acceptance of digital payments is
found to be influenced by a number of factors, including simplicity of use,
social considerations, and brand perception. In comparison to traditional
ways, digital payment offers advantages to individuals for product
purchases, enhances decision-making quality, and facilitates product
purchases (Narayanamma, 2018). Although more and more individuals are
becoming accustomed to paying with cashless transactions, many are
being prevented from using the new system by certain unfavorable beliefs.
A study by Rajesh (2017), some of the negative perceptions include
inadequate network coverage, low merchant willingness, high transaction
fees, low user technological expertise, obsolete point-of-sale (POS)
equipment, delayed compensation in the event that a transaction fails, and
financial limitations.
Relationship between variables
CS C
4.00 3.70
4.00 3.80
4.14 3.93
4.21 4.03
4.36 4.07 CS C
4.36 4.20
4.43 4.33 CS 1
4.43 4.33
4.43 4.33 C 0.974784 1
4.43 4.37
4.43 4.37
4.50 4.40
4.50 4.43
4.50 4.47
4.50 4.47
4.50 4.50
4.50 4.50
4.50 4.57
4.57 4.60
4.57 4.60
Table 16. Spearman Rank Correlation
The results of correlation analysis indicates that there was a strong
positive linear relationship between the independent and dependent
variables. Based from the table 16, it entailed that the two variables has
connection with each other.

SUMMARY OUTPUT
Regression Statistics
Multiple R
0.974784281
R Square
0.950204394
Adjusted R Square
0.947437971
Standard Error
0.060123142
Observations
20
Table 17. Summary Output
The provided regression statistics suggest that the model's
independent variables and dependent variable has a high level of
explanatory power. As shown by the multiple R value of 0.950204394. This
indicates that there is a strong positive linear correlation between the
variables. The dependent variable's variance is explained by the model to
some extent, according to the dependent variable's R-squared value of
0.950204394. This indicates that approximately 95% of the variability in the
dependent variable is explained by the independent variable(s) in the
model. The number of independent variables in the model is taken into
account in a modified version of R-squared, which has an adjusted R-
squared value of 0.947437971. It accounts for the possibility that including
more independent variables in the model might cause the R-squared value
to increase, making it a more conservative estimate of the variance
explained by the model. In this instance, the model appears to explain
around 9.5% of the variation in the dependent variable, according to the
modified R-squared.
The model's predictions' variability is quantified by their 0.060123142
standard error. It indicates the typical variation between the expected and
actual values. The accuracy of the model's predictions is shown by a lower
standard error. Twenty observations make up the population. Due to the
small number of participants, it is possible that this result may not accurately
reflect the general population. When evaluating the findings of the
regression analysis, the sample size must be taken into account. Therefore,
based on the data collected, it appears that the model has a high correlation
with the dependent variable and accounts for around 95% of its variance
supported by a high R-square and a low standard error of the estimate. The
adjusted R-square accounts for the number of predictors, providing a more
reliable assessment of the model's fit. When evaluating the regression
analysis's findings, it would be crucial to take these considerations into
account.
ANOVA
df SS MS F Significance F
Regression 1 1.241600408 1.241600408 343.4776751 3.57235E-13
Residual 18 0.065066259 0.003614792
Total 19 1.306666667
Standard Lower Upper

Coefficients Error t Stat P-value Lower 95% Upper 95% 95.0% 95.0%
- - 5.14923E- - - -
Intercept 2.263761468 0.354418354 6.387258007 06 3.008366799 1.519156137 3.008366799 -1.51916
3.57235E-
CS 1.494189602 0.080622536 18.53315071 13 1.32480794 1.663571264 1.32480794 1.663571
Table 18. ANOVA Table
The table above provides insights into the variance within and
between groups in the regression model. The low p-value for the F-statistic
3.57235E-13 in the regression section suggests that at least one predictor
variable significantly contributes to the variance in the dependent variable.
The residual section indicates the unexplained variance within the model.
The F-statistic 343.4776751 is highly significant, supporting the overall
significance of the regression model. The low residual mean square
suggests a good fit, reinforcing the reliability of the model.
The results provided shows that the P-value of the dependent
variable 5.14923E-13 shows as very low and the P-value of the independent
variable 3.57235E-13 is also extremely low. This indicates that the low p-
values suggest that both variables are statistically significant in predicting
the dependent variable. The coefficients give the estimated impact of each
predictors, and the t-statistics indicate how many standard deviations each
coefficient is from zero

Chapter 5
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
This chapter provides a summary of the research presents the conclusion
drawn based on the findings of the study and offers recommendations for
teaching learning improvement and further studies.
Summary of the Findings
1. The findings showed that in demographic profile of convenience
stores, majority of the respondents started adopting electronic
payment on year 2019 with a corresponding percentage rate of 29%.
Six out of fourteen respondents responded that they have 5-15 users
per month with a percentage rate of 43%.
2. The findings showed that in the demographic profile of customers,
most of the respondents were 18-23 years old with a corresponding
percentage rate of 77%. Twenty-three out of thirty respondents
responded as an Undergraduate of a bachelor's degree with a
percentage rate of 77%. In terms of experience in using electronic
payment, eleven (37%) of the respondents have been using
electronic payment for 2 years and above.
3. The researchers found out that among the four indicators in the
behavioral intention of convenience stores to adopt E-payment,
Facilitating Conditions had the highest weighted mean of 4.46, which
interpreted as, strongly agree. The store has full control over the use
of E-payment in the payment transactions, The adoption of E-
payment in payment services increases the store’s productivity, and
the store is certain that payment services guarantee transaction
conditions when the customer uses E-payment in payment
transactions, has the most responses with a mean of 4.50 interpreted
as strongly agree. The lowest mean was the statement The store is
certain that the payment services are safe when the customer uses
E-payment in payment transactions with a mean of 4.36 strongly
agree. According to the result, Performance Expectancy was the
second with the highest weighted mean of 4.44 interpreted as
strongly agree, the respondents supported the statement: By
adopting E-payment, it allows the store to do payment transactions
faster, having a mean of 4.57 interpreted as strongly agree. The
lowest mean was 4.14 interpreted as agree on the statement; By
adopting E-payment, it will increase the store’s comfort in the
payment transactions. The result shows a point five difference in
weighted mean in Social Influence and Effort Expectancy with a 4.36
and 4.31, respectively, interpreted as strongly agree. Most of the
responses of the respondents strongly agreed by statements; The
trend helped me in adopting E-payment in the payment services, and
the use of E-payment can help the store to speed up payment
transactions with a mean of 4.5 and 4.57, respectively. Meanwhile,
the statements; The store adopted E-payment in the payment

services because our competitors use it, and the use of E-payment
can help the store make the payment transaction more secure had
the lowest mean of 4 interpreted as agree.
4. According to the result of the level of customer satisfaction in using
electronic payment, among the four indicators Problem Solving had
the highest weighted mean of 4.53 which interpreted as strongly
agree. With 4.6 mean, respondents strongly agreed to the following
statement, E-payment services can make transactions online without
going to a payment center and E-payment services offer hassle-free
transactions. The statement E-payment services help me alleviate
pandemic-related health worries had the lowest mean of 4.37
interpreted as strongly agree. Based on the result, Efficacy and
Convenience ranked second and third with a weighted mean of 4.35
and 4.31, respectively, interpreted as strongly agree. Most of the
respondents strongly agreed with a mean 4.5 and 4.47 that E-
payment can be used to make instant payments and E-payment
services allow me to have ease of conducting financial transactions
by carrying less cash. While respondents only agreed with a 4.03
and 4.07 mean to the E-payment services often have incentives that
can save me money and The speed when it comes to E-payment
services is faster compared to a traditional payment system. Among
the four indicators, Security ranked fourth with a 4.01 mean
interpreted as agree. However, most of the respondents strongly

agreed that E-payment services have MPIN requirement before
making any transactions for secure purchases with a mean of 4.43.
E-payment guarantees the safety of my transactions against
unauthorized purchases or financial risk associated with identity
theft, had the lowest mean of 3.7 interpreted as agree.
Conclusions
Based on the findings the following conclusions were made:
1. Most of the respondents in Convenience Stores started adopting
electronic payment in the year 2019 and had 5-15 users per month.
2. Most of the customers were 18-23 years old and are undergraduates
of a bachelor’s degree with 2 years and above experience in using
electronic payment.
3. Facilitating conditions ranked first among the indicators of the
behavioral intention of convenience stores in adopting electronic
payment. Second on the list is the performance expectancy and with
a point five difference social influence and effort expectancy ranked
third and fourth, respectively.
4. Problem solving ranked first among the four indicators of the level of
customer satisfaction in using electronic payment. With a point four
difference Efficacy and Convenience ranked second and third,
respectively. Last on the list is security.

Recommendations
After a thorough analysis of the data, the following recommendations
were made:
1. Convenience store owners, managers, and employees in charge
must better integrate electronic payment systems with the current
financial and telecommunications infrastructures if they hope to see
a bright future for their establishments. Improving Interoperability a
diverse user base, the application of cutting-edge technology, and
the creation of common standards for several service providers, and
resolving security and privacy concerns could aid in expediting the
use of electronic payment methods and propel the expanding mobile
payment sector.
2. Electronic payment service providers should implement the proper
security and privacy governance programs like biometric
authentication and radio bar-codes should be used in order to boost
security and improve the efficacy of electronic payment systems.
3. Convenience stores that uses electronic payment platforms may
carry out feasibility analyses to ensure that their clients are
completely satisfied and have the convenience they desire.
4. To improve the customer accessibility, convenience stores may
choose to broaden and step up their advertising on electronic
payment methods.
5. Given the current prevalence of online fraud and hacking, the digital
payment platform may be able to maintain a high level of security to
provide protection against deception and fraud.
6. To engage in the same research that is more in-depth and thorough
in order to corroborate the study's findings.

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ADOPTION OF ELECTRONIC PAYMENT IN CONVENIENCE STORES:

ITS EFFECT TO THE CUSTOMER SATISFACTION OF

includes the background of the study, the statement of the problem,

significance of the study and scope and delimitation of the study.

Background of the Study

In turn, a payment system is made up of the rules, contracts, and

point at which a payment qualifies as settlement. Money, cheques, credit

are examples of payment systems. The effective operation of these

mechanisms is vital to developed economies. Payment systems encourage

with an affordable and reliable way to settle their debts. Conversely,

insecure and ineffective payment methods might impede the smooth

exchange of money between people and businesses (Hunchey et al., 2006).

The advancement of science and technology in the 21st century

of the most significant inventions of Internet is a product of modern science

electronic exchange payment, including credit cards, e-wallets, debit cards,

online shop services. (Jakobsson & Yung, 1996).

Online payments are a type of electronic transfers between banks

that are made using a third-party payment interface. Online payment

systems are more practical, quick, effective, and cost-effective than

traditional payment methods. (Baike 2017). E-payments first appeared forty

years ago. With new technologies, it is still expanding. Every year,

thousands of new enterprises enter the online market thanks to advances

We researchers are interested to know more about how convenience

Selected Barangay in General Santos City.

The content of this paper was organized as follows. Chapter 2

discussed the Reviews of Related Literature; Chapter 3 described the

Research Methodology applied in the study; Chapter 4 presents and

discusses the empirical findings and Chapter 5 concludes the paper.

This study was conducted to find out if there is a significant

relationship between the Adoption of Electronic Payment and Customer

The aim of this research is to answer the following sub-problems

1. What is the profile of the convenience stores, in terms of:

1.1. Year of adoption; and

1.2. Estimated users per month?

2. What is the behavioral intention of convenience stores in

adopting E-payment, in terms of:

2.1. Performance expectancy;

2.2. Effort expectancy;

2.3. Social influence; and

2.4. Facilitating condition?

3. What is the level of customer satisfaction in using electronic

payment, in terms of:

3.3. Efficacy; and

3.4. Problem solving?

4. What is the significant relationship between Adoption of

electronic payments in convenience stores to the customer

The finding of the study could be profitable to the following:

Customers. This study may help to know advantages and benefits,

reduced transaction cost of using e-payments.

Convenience Store. This study can help introduce a host of new

benefits and advantages of e-payments for businesses, giving them the

competitive advantage they need to stand out.

customer how to use e-payments.

Managers. This study may help to determine if the customer satisfy

Teachers. This research will aid them their discussions regarding

Future Researchers. This research will be a useful reference for the

standard underlying the Bachelor of Science in Accountancy program.