KOLEJ UNIVERSITI TUNKU ABDUL RAHMAN

FACULTY OF ACCOUNTANCY, FINANCE AND BUSINESS

BBDM3013 BUSINESS RESEARCH

BACHELOR OF BUSINESS (HONOURS) IN MARKETING
YEAR 2 SEMESTER 2

Mini Research Project

Examining Predictors of Satisfaction with Mobile Payment Systems among Individual Users

NAME STUDENT ID Mobile Phone & MARKS

Email Address AWARDED
Kong Li Vin 17WBR08555 016-9012158
livin0163639131@gmail.co
m
Lee Woh Kiat 17WBR08574 017-8802595
wohkiat21@gmail.com
Nelson Loh Yeou Chyuan 17WBR08594 016-2090494
blackblaine97@gmail.com
Esmond Loo Kah Weng 17WBR08526 017-8792070
esmondhaha@hotmail.co
m
Phong Kah Hou 17WBR08613 016-9684369
kahhou0325@gmail.com
NAME OF LECTURER : Dr. Yee Choy Leong
NAME OF TUTOR : Dr. Jaimie Lee
TUTORIAL GROUP : 2RMK 9
DATE OF SUBMISSION : 29/12/17

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 MINI RESEARCH PROJECT EVALUATION SCORE SHEET

Not Yet
Traits Highly Competent Competent Competent Score
(4-5pts) (2-3pts) (0-1pts)
Topic, problem
Topic, problem Topic, problem
statements, research
statements, research statements,
Introduction questions, objectivesquestions, objectives research
are well constructed and
are quite well questions,
clearly stated. constructed and clearly objectives are not
(Multiply x 3) stated. clear.
Has covered all/most Has partially covered Has not covered
Literature relevant literature. the relevant literature. most relevant
review literature.
(Multiply x 3)
Has clearly illustrated Has moderately Has not clearly
Research the research design and explained the research illustrated the
methods methodology. design and research design
(Multiply x 3) methodology. and methodology.
The analysis is The analysis is The analysis is
Analysis, appropriate, discussion acceptable, discussion wrong, discussion
discussion and and conclusion are and conclusion are and conclusion
conclusion excellent. good. are weak.
(Multiply x 3)
The writing is good, The writing is The writing is
Writing easy to read and acceptable, quite easy poor, not easy to
(Multiply x 8) grammatically correct. to read and has some read and has many
grammatical errors. grammatical
errors.
TOTAL SCORE

Tutor’s comments:

Student Name: Phong Kah Hou, Lee Woh Kiat, Kong Li Vin, Nelson Loh Yeoh Chyuan,
Esmond Loo Kah Weng
Student ID No.: 17WBR08613, 17WBR08574, 17WBR08555, 17WBR08594,
17WBR08526
Tutor Name: Dr. Jaimie Lee
Tutor Signature: __________________________
Date: 29/12/17
2
FACULTY OF ACCOUNTANCY, FINANCE AND BUSINESS

COURSEWORK FEEDBACK FORM FOR WRITTEN REPORT

COURSE CODE/ COURSE TITLE: BBDM3013 BUSINESS RESEARCH

NAME OF STUDENT(s): ID No:
1) Kong Li Vin 17WBR08555

2) Lee Woh Kiat 17WBR08574

3) Nelson Loh Yeou Chyuan 17WBR08594

4) Esmond Loo Kah Weng 17WBR08526

5) Phong Kah Hou 17WBR08613

PROGRAMME: BACHELOR OF BUSINESS (HONOURS) IN MARKETING

YEAR OF STUDY: 2 SEMESTER: ACADEMIC YEAR: 2016/17

2
GROUP NO: 9
COURSEWORK NO: 2 NATURE OF MARKS ALLOCATED:
COURSEWORK: (e.g.
presentation,Q&
A,individual/group assignment
etc)

COMMENTS :

Student’s Date: Lecturer/Tutor’s Date:

Acknowledgement: Signature:

3
Turnitin report

4
5
FACULTY OF ACCOUNTANCY, FINANCE AND BUSINESS
PLAGIARISM STATEMENT

Semester : 2
Course Code & Title : BBDM3013 BUSINESS RESEARCH

Declaration

I/We confirm that I/we have read and shall comply with all the terms and conditions of TAR
University College’s plagiarism policy.
I/We declare that this assignment is free from all forms of plagiarism and for all intents and
purposes is my/our own properly derived work.
I/We further confirm that the same work, where appropriate, has been verified by antiplagiarism
software Turnitin.

No. Students’ Names Students’ ID No Signatures

1. Kong Li Vin 17WBR08555

2. Lee Woh Kiat 17WBR08574

3. Nelson Loh Yeou Chyuan 17WBR08594

4. Esmond Loo Kah Weng 17WBR08526

5. Phong Kah Hou 17WBR08613

Programme : BACHELOR OF BUSINESS (HONOURS) IN MARKETING

Tutorial Class : 2RMK9
Date : 29th DECEMBER 2017

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TABLE OF CONTENTS
Page
SECTION 1 INTRODUCTION 8
1.1 Background of the Study
1.2 Problem Statement
1.3 Objectives of the Study
1.4 Research Questions
1.5 Significance of the Study

SECTION 2 LITERATURE REVIEW 11

2.1 User Satisfaction
2.2 Ease of Use
2.3 Productivity
2.4 Conceptual Framework
2.5 Hypothesis Development

SECTION 3 RESEARCH METHODOLOGY 15

3.1 Research Design
3.2 Population
3.3 Sampling Design
3.4 Research Instrumentation
3.5 Data Collection
3.6 Data Analysis

SECTION 4 DATA ANALYSIS AND FINDINGS 21

4.1 Descriptive Analysis of Respondents Characteristics
4.2 Descriptive Analysis of Variables
4.3 Reliability Analysis
4.4 Pearson Correlation Analysis
4.5 Regression Analysis

SECTION 5 DISCUSSION AND CONCLUSION 36

5.1 Summary of Findings
5.2 Recommendations
5.3 Limitations of Study
5.4 Conclusion

REFERENCES 37
APPENDICES 39

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SECTION 1 INTRODUCTION

1.1 Background of Research

Mobile payments also known as wireless payments which means the users making payments by
using mobile devices with connected internet. Mobile payments can be processed via SMS, mobile
application program, or mobile terminal at point of sale (Wang, 2012). Mobile payment is
considered as the booster of e-commerce and m-commerce, because mobile payments apply to
solve several problems so it can enhance the performance of m-commerce.

Mobile payment has becoming more and more important because it allows people to get things
done easily and quickly as it can made the payments at any time, everywhere as long as the area
coverage internet area. It is no longer a dream or something impossible to be happen, if someone
predicted that by 2025 almost 50% of the transactions will be done without using physical cash.
Imagine the world with no cash, people going to out without wallet or credit card and they still can
made payments on the mobile device. Mobile payment able to offers the users a convenience,
secured and efficient way for daily transactions. So it has to be making sure the mobile payments
systems can function well and user friendly because it may affect the user’s satisfaction.

As the consumer behavior tend to using mobile payments because it is fast, convenience and secure.
If the business did not have the mobile payments system offers to their customers, it may not
become the first option company inside the customer’s minds. On the other hand, the business that
provide mobile payments methods may gain more competitive advantage compared to the business
that did not provide it, so the business able to sustain or survive in the competitive market.

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1.2 Problem statement

Though mobile payments are increasingly popular, but they're still nowhere have not hit the
mainstream. There are many reasons behind this problem, but to be simply it can be say as today's
mobile payment systems do not offer a strong enough value to pursue the consumers to use them.

First, the possible reasons that causes this problem can be lack of local studies focusing on the
relationship between customer satisfaction and ease of use of the mobile payment systems. The
meaning of this reason is how the ease of use of the mobile payment system can affect the customer
satisfaction. If the mobile payment system is complex to use and it may create confusion and no
convenience to be provided to users. It can lower down the customer satisfaction as it is not
convenient to them anymore.

Next, lack of research that discussing on how the productivity of the mobile payment systems can
influence on the customer satisfaction. Productivity of the mobile payment systems refer to the
speed of a business to perform faster customer’s transaction and spend less time on payment
processing. If a productivity of the mobile payment system is low, the customers will not prefer to
use it and more rather to pay with cash.

In conclusion, this research will focus on examine the relationship between ease of use and
productivity and their influence on user satisfaction as both of the variables are the main thing for
the users to concern while using the mobile payment systems.

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1.3 Objective of study

The main purpose of conducting this study is to provide an overall concept and understanding on
how the variables (ease of use on mobile payment and productivity on mobile payment) are relates
to or can affect the consumer’s satisfaction of mobile payments among users in TARUC. So, we
have selected 50 people includes majority is students, and minority is from the lecturers or tutors
from TARUC to collect their answer by using a questionnaire form.

To be more specifically, the objectives of this study are:

1. To determine how the ease of use of mobile payment systems affect user satisfaction
among consumer;
2. To determine how the productivity of the mobile payment system affect user satisfaction
among consumer.
3. To find out the most influential factor on the mobile payment user satisfaction.

1.4 Research Questions

The objective of having research questions is to provide a better, clear, focus vision on the variables
that can influence the mobile payment user satisfaction. To determine which variables (ease of use
on mobile payment and productivity on mobile payment) are the most influential variable, research
question presented.

The research questions are:

1. What is the relationship between the perceived ease of use of the mobile payment systems
and the perceived user satisfaction among consumers?
2. What is the relationship between the perceived productivity of the mobile payment system
and the perceived user satisfaction among consumers?
3. What is the most influential factor between the perceived ease of use and productivity of
the mobile payment systems towards the consumer satisfaction?

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1.5 Significance of the Study

Mobile technology provides a new way for individuals or business owners to transfer money using
smartphone. If M- payments implement to a business it may generate a new business opportunities
or a competitive advantage compare to the traditional business. However, it did not adopt widely,
therefore a need for examining the relationship between ease of use, productivity and their
influence on user satisfaction occur. Further research on these variable can provide a deeper views
or understanding on the actual problem that influence user satisfaction.

SECTION 2 LITERATURE REVIEW

2.1 User Satisfaction

User satisfaction is being selected as the dependant variable in this research as it is a crucial
variable in determining the outcome of this research. User satisfaction is the measurement of how
a company’s products and services are able to meet or surpass its customer expectation. Lisa Y.
Chen and Wan-Ning Wu says that user satisfaction of mobile payment is to enable customers to
make payments through flexible and convenient, easy and fast, secure yet reliable method in the
mobile devices. (Wu, 2017) While Zohra Saleem and Kashif Rashid mentioned that in order to
achieve user satisfaction in mobile payment, a company should emphasize on the IT application,
innovative services, security, customer trust and risk as these are the key indicators of technology
adoption. (Rashid, 2011).

Chu Phuong Anh reveals that the finding shows the quality of the service, trust and mobile
technology are the main factors that affect the user satisfaction in m-commerce. (ANH, 2015)
Besides, Lisa Y. Chen and Wan-Ning Wu conducted a research on year 2017 mention about the
factor affecting the user satisfaction with mobile payment where mobile payment enable customers
to make payments through flexible and convenient, easy and fast, secure yet reliable method in the
mobile devices which can greatly increases the user satisfaction. (Wu, 2017) Also, Zohra Saleem
and Kashif Rashid had the same dependant variable in their research which are the users’
satisfaction of mobile payment, where Zohra and Kashif talks about the relationship between
Customer Satisfaction and Mobile Banking Adoption. (Rashid, 2011)

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By referring to different author’s works. It is confirmed that user satisfaction is the important
dependant variable thus Users’ Satisfaction is being chosen as the dependant variable of this
research.

2.2 Ease of Use

JMango defines ease of use as easy to pick up and use on a whim. (JMango, 2013) While Tobias
defines ease of use of the mobile payment as it does not replace physical card payment, but is like
substitute paper-based payment methods such as cash and checks to online methods. (Trütsch,
2016) The definition of ease of use is the user friendliness and user interface of the software design.

The empirical research conducted show the results of a web experiment based on a general
population sample put in place, to analyse the proposed behavioural model towards a new m-
payment system. The proposed behavioural model was appropriately adjusted, proving that the
gender of the user introduces has a significant differences of satisfaction in the proposed
relationships between ease of use and intention to use of the mobile payment system, between
attitudes as well as between users' trust and a favourable attitude towards its use. (Francisco Jose
Liebana-Cabanillas, 2014) In this research, ease of use emerges as the most significant independent
variables that influences the users’ satisfaction, showing positive relationship. It is conclude that,
users wants the payment system to be fast, reliable and easy to use.

Another research conducted through a self‐reporting questionnaire and was developed and
disseminated to 200 respondents, out of which 183 valid responses were considered for further
statistical analysis. The results shows that the multiple linear regression results reveal that benefits,
self‐efficacy, and ease of use exert significant influences on consumers’ perception and satisfaction
towards e‐payment. (Wendy Ming-Yen Teoh, 2013) It is discovered that ease of use has a positive
relationship towards users’ satisfaction, making ease of use as an impactful independent variable
that can affect the dependent variable. Since more users are preferring on cashless transaction
nowadays, thus the ease of use of the mobile payment is crucial as it might affect the experience
and satisfaction level of the user.

In 2016, Parijat Upadhyay and Saeed Jahanyan conducted a nationwide primary survey using
validated questionnaire. In total, 196 respondents participated in the survey. The study finds that
factors like usefulness, ease of use, system quality, connectivity, task-technology fit and structural
assurance have significant impact on the usage intention of mobile payment. Hence, it is clear to
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say that ease of use has a positive relationship with users’ satisfaction thus making it a significant
factor that can influence the users’ satisfaction. (Parijat Upadhyay, 2016) As users nowadays wants
system quality like time saving and task technology fit to make their payment easier and fast.

2.3 Productivity

OuickBooks Canada Team defines productivity of mobile payment as quicker and more efficient,
which results in quicker transaction times and higher staff productivity. (OuickBooks Canada
Team, 2017) While Chris Leach defines productivity of mobile payment as increased cost
effectiveness and accurate in assisting both retailer and supplier to keep their books clean and up
to date, which benefits the working relationship. (Leach, 2017) The definition of productivity is
the effectiveness of productive effort, as measured in terms of the rate of output per unit of input.

The authors complement the technology organization environment (TOE) framework by adding
customer value for the firm and the relationship marketing and fit viability approaches. Using a
sample of 125 Spanish firms, structural equations models are used to validate measures and test
the productivity. Findings show that the perception of performance by firms engaging in m-
commerce depends on the extent to which firms' activity fits mobile business, technological
competence and customer value for the firm. (Sonia San Martin, 2013) Hence, there is a positive
relationship between productivity and user satisfaction where the productivity is an important
variable that can affect users satisfaction. The productivity of a firm in the performance of mobile
payment can satisfy the user.

Based on the valid responses collected from a survey questionnaire, structural equation modelling
technology was employed to examine the research model. The results indicated that both
perspectives of technological perceptions and flow experience have effects on satisfaction, which
in turn affects continuance usage. Technological perceptions include system quality and
information quality, whereas flow experience includes perceived enjoyment and attention focus.
(Zhou, 2014) In this research, it is discovered that productivity of a technology regarding mobile
payment has an influence on the users’ satisfaction and is positively related. The productivity of a

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mobile payment technology are able to please the user and creates a continuous usage of mobile
payment.

Karlene Cousins and Daniel Robey apply the concept of affordances, defined as the relationship
between users’ abilities and features of mobile technology, in two field studies of a total of 25
mobile workers who used a variety of mobile devices and services. The results demonstrate that
the material features of mobile technologies offer five specific affordances that mobile workers
use in managing work-life boundaries: mobility, connectedness, interoperability, identifiability
and personalization. These affordances persist in their influence across time, despite their
connection to different technology features. (Karlene Cousins, 2015) The results indicates that the
productivity has a positive relationship towards users’ satisfaction, and that productivity has a great
influence towards users’ satisfaction in this research.

2.4 Conceptual Framework

Users Satisfaction is defined as the measurement of how a company’s products and services are
able to meet or surpass its customer expectation. In this situation, it means how does mobile
payment services are able to meet or even surpass the users’ expectation and attain the users’
satisfaction. We have choose Users’ Satisfaction as Dependent Variable for mobile payment as
there are many research journal and article shown in the literature review that it is a significant
variable to be discuss.

Ease of Use of mobile payment is defined as the user friendliness and user interface of the software
design. In this case, it means the speed, ease of use and functional features of the mobile payment
also. The reason we select Ease of Use as one of the most crucial Independent Variables is because
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the fact that what the users satisfaction dependent mostly in order to use mobile payment is their
ease of use as compare to other payment method.

Productivity of mobile payment is defined as the effectiveness of productive effort, as measured

in terms of the rate of output per unit of input. In this research, it means how effective and efficient
the mobile payment systems can assist the users in order to attain the users’ satisfaction. Thus, we
would like to set Productivity as the other Independent Variable to test whether does productivity
will be able to affect the dependent variable, Users’ Satisfaction.

2.5 Hypothesis Development

From the research question above, the primary hypothesis that can be made is users’ satisfaction
are directly influenced by the ease of use of the mobile payment.

The alternate hypothesis is

H1: Ease of use is positively related with user satisfaction

H2: Productivity is positively related with user satisfaction

H3: Ease of use is the most influential factor towards user satisfaction

SECTION 3 RESEARCH METHODOLOGY

3.1 Research Design

The method we have chosen for conducting this business research is quantitative approach,
correlation study and survey based. The way we used to address the research question and
hypotheses outlined in section 1 is survey based analysis. Subsequently, we are using written
survey questionnaires to collect data from students and we will use it as quantitative data for
discuss the remaining study after section 1. This study also can consider as cross sectional study
as we are collect and analyse the data only once. We would like to use this study as a measurement
for the relationship between independent variables and dependent variable. Thus, relationship
between user satisfaction and the two dependent variable which are ease of use and productivity
will be in category of correlation study.

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The deductive approach has reflect the literature reviews on previous studies. Though this study,
deductive approach will be find out the explanation of what is the influences of mobile payment
user satisfaction. For example, ease of use and productivity as independent variable, however user
satisfaction will be dependent variable. After that, we can use the data from written questionnaire
survey to answer the question in section 1.

3.2 Population

In this research, all of us has decide to selected TARUC staff and student as our target population.
We have decided to choose the nearest and familiar group from us to start our research. By
comparing with other personnel group, we feel that students will be our best choice as they have
more willingness to accept the new payment technology which is mobile-payment. As the degree
of accept new things of students is higher than the other age group. Besides, as the group who are
keep following the trend of technology, they will be having more technology knowledge. We can
get more relevant information about our research topic. In overall, TARUC student and staff will
be the best target population.

3.3 Sampling Design

We had been choosing 50 persons in TARUC as our target respondent. It is believed that we will
be able to obtain more accurate information. Subsequently, we believe our target should be using
or used before for the mobile payment technology. Besides, we decide to use Stratified Random
Sampling as our sampling design. Though the stratified random sampling, we will divide the
population in TARUC into a small group as strata, and the strata are formed based on the
similarities of their characteristic. Therefore, we can exclude the group which is not fulfil our target
requirement and can get the exactly information.

3.4 Research Instrumentation

3.4.1 Survey Introduction

We would have attached a cover letter with some instrument, before we collect data from the
TARUC staff and student. The purpose of a cover letter is to let respondent to know what is the
research aim and how the research going to be. Thus, we has insert the purpose of this research,
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how we going to use the data for conduct our research analysis, and some appreciate word for the
respondent who has participate this research as our cover letter content.

3.4.2 Measurement of Variables.

Self-administered questionnaire is a type of questionnaire, whether it is in paper or electronic form,

that is developed specifically to let respondent complete by his/her own. Besides, we had insert 4
demographic question into section 1, the purpose of insert demographic question is we want to
know the identification of respondent and what they think based on their identification. The
question in section 1 is ask the respondent gender, age, education level, and race. Moreover, there
are total of 2 questions for user satisfaction in section 2. And then 4 questions for productivity and
4 question for ease of use in section. All of the questions above are adopted by Je Ho, C, & Park,
M 2005. Besides, the question in section 2 and 3 is using ordinal scale.

3.5 Data Collection

During the operation of gathering data, there are few procedures are involved. After the research
objectives and questions summarize by my group in section 1, the development of the
questionnaire begins. The amount of time spent to ready the question is within 3 weeks. After
producing the questionnaire which are structured, the approach of the respondents starts in the
university college that my group have chosen. When conducting survey with respondents, the
questionnaire binds with the cover letter when my group give out to the respondent.

During the hand out of questionnaire to the respondent, 3 minutes are used to begin the
conversation of making them understand the aim of the research and brief about how to fill the
questionnaire to prevent any mistake done. The time taken by the respondent is roughly 7 minutes
finish the questionnaire. So, to complete the whole process of data collection, 25 days is consumed.

3.6 Data Analysis

3.6.1 Descriptive Analysis

With the use of descriptive analysis by my group, to arrange and outline data, the tabular
representation of survey data is utilized, where frequency is referred. Next, it is capable of
displaying the each variables average performance such as the measure of central tendency and
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the measurement of spread. (LaerdStatistics, 2013) Therefore, this analysis able to give
uncomplicated summaries regarding the common features of the data which can be calculated and
the test in the research to my group.

3.6.2 Reliability Analysis

Reliability analysis is the analysis our team conducted next. To learn the attributes of measurement
scales and the items that create the scales is the aim of the research (Statsoft, 2017) . Through
conducting this research, the most ordinary measure of scale reliability utilized by the team is
known as the Cronbach’s alpha (α), which is used to determine the consistency of each item with
other item. (Journal of Extension, 1999) Moreover, (Shuttleworth, 2009) it shows the internal
consistency reliability is higher if the value is closers to 1. With the increase of the alpha value,
the shared covariance of the items possess will be more. (UCLA, 2016) Referring to (XLSTAT,
2017), the alpha value that are 0.5 and below are mostly unacceptable, the minimum alpha value
suggested is between 0.65 and 0.8, mainly used for scales. Nevertheless, that acceptable alpha
value is at least 0.6, in Table 3.6.2.1 is clearly shown in the recommendation of Hair et. al (2007)

Table 3.1: Rules of thumb about Cronbach Alpha Coefficient size

Alpha Coefficient Range Strength of Association

< 0.6 Poor

0.6 to < 0.7 Moderate

0.7 to < 0.8 Good

0.8 to < 0.9 Very Good

≥ 0.9 Excellent

Source: Hair, J., et.al. (2007). Research Methods for Business. Hoboken, N.J.: John Wiley
& Sons Ltd.

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3.6.3 Pearson Correlation Analysis
The skill for examining the relationship between the relationships between the independent
variables and dependent variable is the Pearson correlation anaylsis. (Kent State University, 2017)
To express in a different way, to find out the relationship between each dependent variable and
independent variable, it was utilized to examine the four hypotheses. If relationship exist between
variables, it is used to examine the relationship is either positive or negative. Therefore, the purpose
of Pearson correlation, r, explain the linear relationship among two variables which values between
+1 to -1 is shown in the relationship. The value of a strong positive relationship among two
variables is +1. The amount of increment between one variable and the other variable is similar.
Next, a relationship of two variables is strongly negative can be shown with the value of -1. If
there is a positive rise of 1 in a variable, a negative decrease of 1 is occur in the other variable.
Linear relationship do not exist between the variables if “0” is the value. Therefore, the stronger
the bond between variables is resulted by the largeness of the correlation coefficient. Nature of
bonds between variables that are dependent and independent concerning the research of the project
is tested by my group by conducting this part using the table below suggested by Hair et. al (2007).
It would assist the group to label research question from 1 to 40.

Table 3.6.3.1: Rules of thumb about correlation coefficient size

Coefficient Range Strength of Association

± 0.91 - ± 1.00 Very Strong

± 0.71 - ± 0.90 High

± 0.41 - ± 0.70 Moderate

± 0.21 - ± 0.40 Small but definite relationship

± 0.00 - ± 0.20 Slight, almost negligible

*Assumes correlation coefficient is statistically significant

Source: Hair, J., et.al. (2007). Research Methods for Business. Hoboken, N.J.: John Wiley
& Sons Ltd.

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3.6.4 Regression Analysis
A form of predictive modelling technique known as Regression analysis used by my group to carry
out the relationship between a target variable and a predictor variable. (Ray, 2015). The question
of ‘the variables that concern the most’ and ‘how the interaction occur between variables’ is
answered by this analysis. The major variable that my group try to estimate is user satisfaction,
which varaibles that are independent are the cause that my group guess have an effect on the
variables that are dependent. With the data my group collected in questions, the information is
listed on a chart using table 3.6.4.1 to start the analysis of regression.

Table 3.6.4.1: The chart for regression analysis

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SECTION 4 DATA ANALYSIS AND FINDINGS

Demographic (Frequencies)

Table 4.1.2

Gender
Cumulative
Frequency Percent Valid Percent Percent
Valid Male 23 46.0 46.0 46.0
Female 27 54.0 54.0 100.0
Total 50 100.0 100.0

Age
Cumulative
Frequency Percent Valid Percent Percent
Valid <20 8 16.0 16.0 16.0
20-30 37 74.0 74.0 90.0
31-40 3 6.0 6.0 96.0
41-50 1 2.0 2.0 98.0
51-60 1 2.0 2.0 100.0
Total 50 100.0 100.0

Race
Cumulative
Frequency Percent Valid Percent Percent
Valid Chinese 49 98.0 98.0 98.0
Indian 1 2.0 2.0 100.0
Total 50 100.0 100.0

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Education
Cumulative
Frequency Percent Valid Percent Percent
Valid Bachelor 39 78.0 78.0 78.0
Master 2 4.0 4.0 82.0
Others 9 18.0 18.0 100.0
Total 50 100.0 100.0

Demographic Profile Table 4.1.2

Description Category Frequency Percentage

Gender Male 23 46.0

Female 27 54.0

Age <20 8 16.0

20-30 37 74.0

31-40 3 6.0

41-50 1 2.0

51-60 1 2.0

Race Chinese 49 98.0

Indian 1 2.0

Education Bachelor 39 78.0

Master 2 4.0

Others 9 18.0

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4.1 Descriptive Analysis of Respondents Characteristics

There is 10 questions listed that are related to user satisfaction of the mobile payment systems
which will have to be answered by our respondents. Besides that, the respondents are required to
provide us with some of their personal data which is their demographic area like age, gender,
education and race. The main objective of analyzing the demographic data that provided by the
respondents is to increase the understanding of their different personal characteristic of the sample
from the study and avert the ineffective results.

The analysis results are well differentiated into the mutually exclusive categories based on the
Table 4.1.2. From the Table 4.1.2, it has shown there are total of 50 respondents who have been
participated or involved in our study. There are more than half of them are females, which is 27
and has occupied for 54% from the total number of respondents. It also shows the total number of
female respondents are 8% higher than the male respondents who were involved in this study.

From the Table 4.1.2, there is five options for the respondents to convey their age in a more specific
way. It also shows there is a highest number of the respondents were being engaged in this research
study and they are mostly in between the age of twenty to thirty. There was around 37 of them and
they have been occupied for 74% which is the major group of the respondents who might be
sharing the same mind concept. It is followed by the age group of below twenty years old
respondents and they have been taken for 16% or 8 from the 50 respondents who have provided
the answers to our questions.

Subsequently, the data from their demographic profile shows there is only 6% or 3 person from
the age group of thirty one to forty years old. At the same time, there is a poor result which has
shown there would just 1 or 2% of the respondents were involved and they are particularly
belonging to the age group of forty one to fifty and fifty one to sixty.

Besides that, there is also an analysis study according to their race. According to the Table 4.1.2,
the respondents are mostly Chinese and they are 49 of them which is also the 98% highest number
from the sample of study. In contrast, there was only one respondent who is Indian is being
positioned in a different race group from others.

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Last but not least, the respondents are asked to answer on their own particular education level. In
the Table 4.1.2, it shows there are highest number of 39 respondents are bachelor degree holders.
They have occupied for 78% from the total number of respondents. While there are just two
respondents are in Master Degree and they have been reached to 4%. Besides, there are still some
existing respondents are falling under the group of ‘other’ and they have only about 9 person (18%).

Descriptive

Descriptive Statistics Table 4.2

N Mean Std. Deviation
User Satisfaction 50 6.6400 2.43076
Productivity 50 14.3600 3.09549
Ease of Use 50 14.5000 2.90144
Valid N (listwise) 50

4.2 Descriptive Analysis of Variables

Based on the descriptive analysis, the mean score of each variable is used to determine the level
of perception towards the variables from this research study. From the Table 4.2, the ease of use
is the factor that having the highest mean score which is 14.5. As comparison, the productivity is
considered less than its ease of use with its mean score of 14.36 Besides, the user satisfaction is
having the lowest mean score (6.64) as it is compared with the independent variables.

24
4.3 Reliability Analysis

Table 4.3.1

Scale: USER SATISFACTION

Case Processing Summary

N %

Cases Valid 50 100.0

Excludeda 0 .0

Total 50 100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's Alpha N of Items

.911 2

The both item is being used to gauge with the user satisfaction of the mobile payment systems. It
indicates that the alpha value is equal to α= 0.911 based on the reliability analysis result from Table
4.3.1. Based on Hair et,al suggestion, this figure has shown that the both questions have
considerably high reliability and it is put under the ‘ excellent’ category from the study.

25
Table 4.3.2

Scale: PRODUCTIVITY

Case Processing Summary

N %

Cases Valid 50 100.0

Excludeda 0 .0

Total 50 100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's Alpha N of Items

.752 4

The item from 1 to 4 is used to calculate for the productivity of the mobile payment systems. From
the analysis result, it shows with the alpha value which is α= 0.752 based on the tabulation. It
shows that the four questions are considered as high reliability and it could be allocated into the
‘good’ category based on Table 4.3.2.

26
Table 4.3.3

Scale: EASE OF USE

Case Processing Summary

N %

Cases Valid 50 100.0

Excludeda 0 .0

Total 50 100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's Alpha N of Items

.804 4

The item from 1 to 4 will be applied to compute for the ease of use of the mobile payment systems.
The result has been proven with the alpha value (α= 0.804) based on Table 4.3.3. This proven that
the four questions will be having a high reliability as it could be under the category of ‘very good’
as well.

27
 Table 4.3.4 Summary of Reliability Analysis

Rules of thumb about Cronbach Alpha

Coefficient size by Hair et.al (2007)

Variable Alpha Coefficient Strength of

Cronbach's Alpha Range Association

User Satisfaction .911 >0.9 Excellent

Productivity .752 0.7 to < 0.8 Good

Ease of Use .804 0.8 to < 0.9 Very Good

It shows the alpha value from each of the independent variable is all above 0.7 and there is no item
is lower than 0.3 from the analysis results. Overall, it is for sure that the instrument is believed as
highly accurate and having a high inter-relatedness which is among the set of items and its variance
that among them. From the table of 4.3.4, the user satisfaction has the highest Cronbach’s alpha
which is 0.911 as compared to the independent variables. It is proven that this particular statement
or item of the user satisfaction is considered as excellent as it is easier for the respondents to
understand it.

28
Table 4.4. Correlations
User
Satisfaction Productivity Ease of Use
User Pearson Correlation 1 .365** .495**
Satisfaction Sig. (2-tailed) .009 .000
N 50 50 50
Productivity Pearson Correlation .365** 1 .650**
Sig. (2-tailed) .009 .000
N 50 50 50
Ease of Use Pearson Correlation .495** .650** 1
Sig. (2-tailed) .000 .000
N 50 50 50
**. Correlation is significant at the 0.01 level (2-tailed).
4.4 Pearson Correlation Analysis
Based on this section, it will focus on the analysis results generated through the Pearson
Correlation analysis that we conducted. With the statistic technique, it is able to be used for testing
the following two hypotheses that developed as some possible assumptions for the answers of our
research questions. The main purpose of this research is to determine or examine the predictors
of the customers’ satisfaction with the mobile payment systems. We will be looking into the
relationship between the predictors or factors (ease of use and productivity) and the users’
satisfaction. The examination of the relationships between the three variables will be completed
by using the analysis results to answer the research question that listed.
H1: Ease of use is positively related with user satisfaction.
H2: Productivity is positively related with user satisfaction.
H3: Ease of use is the most influential factor towards user satisfaction

4.4.1 Correlation between User Satisfaction and Ease of Use

Based on the analysis results that tabulated in the Table 4.4, the ease of use with the mobile
payment systems is considered as moderately related to the user satisfaction based on the analysis
result. It can be proven from its coefficient value, r = 0.5, which is considered as a moderate factor
that influence the satisfaction of the users. Besides, the analysis result is statistically significant at
29
the level of 0.01. As mentioned, the significant value of the independent variable is more than
0.01 which is considered as it is having a significant or important relationship with the dependant
variable. From the results, the null hypothesis of the initial hypotheses (H10), which is the ease of
use of the mobile payment systems is not related with the user satisfaction will be rejected based
on the results. Thus, the ease of use is the most influential factor (H3) is accepted due to its r=0.5
is higher than productivity (0.4).

4.4.2 Correlation between User Satisfaction and Productivity

Besides that, the results of correlation analysis have shown that the productivity is related to the
user satisfaction at a low level, which can be proven from the analysis results that r = 0.4. At the
same time, if the result is lower than 0.01, it shows that the relationship between the productivity
of the mobile payment systems and the users satisfaction is less likely to be relative since it is less
than 0.01% chance to be happening. Based on the analysis results that generated, it has been
proven that the productivity of the mobile payment systems is related to the user satisfaction at
the small level but it is considered as a definite relationship among them. Based on the figures
from the analysis, all of the independent variables are considered as significant in relation to the
user satisfaction.

Based on the analysis result, it shows that the consumers will be satisfied and it is particularly due
to the reason of the high productivity of the mobile payment systems. It is believed that the easier
for the user to use the mobile payment systems, the higher satisfaction they are. According to the
results, it can be ensured that the null hypothesis 1 to 2 will be rejected as the predictors are all
considered as the significant variables to the user satisfaction. As a final result, the both hypothesis
will be accepted from this research.

30
4.4.3 Summary of Pearson Correlation Analysis
Table 4.4.3.1
Correlations
User
Variable
Satisfaction Productivity Ease of Use
User 1
Satisfaction

Productivity .365** 1

Ease of Use .495** .650** 1

**. Correlation is significant at the 0.01 level (2-tailed).

31
Table 4.5 Regression

Variables Entered/Removedb
Variables Variables
Model Entered Removed Method
1 Ease of Use, . Enter
Productivity
a. All requested variables entered.
b. Dependent Variable: User Satisfaction

Model Summary
Adjusted R Std. Error of
Model R R Square Square the Estimate
1 .498a .248 .216 2.15218
a. Predictors: (Constant), Ease of Use, Productivity

ANOVAb
Sum of
Model Squares df Mean Square F Sig.
1 Regression 71.822 2 35.911 7.753 .001a
Residual 217.698 47 4.632
Total 289.520 49
a. Predictors: (Constant), Ease of Use, Productivity
b. Dependent Variable: User Satisfaction

32
Coefficientsa
Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) .376 1.664 .226 .822
Productivity .059 .131 .075 .449 .655
Ease of Use .374 .139 .446 2.681 .010
a. Dependent Variable: User Satisfaction

Regression Analysis of Ease of Use and Productivity as Predictors of User Satisfaction Table 4.5
Standardized
Variables Coefficients (β) t - value
Ease of Use .075** .449
Productivity .446** 2.681
R .498
R Square .248
F 7.753
**significant at the 0.01 level,*significant at 0.05 level

33
4.5 Regression Analysis
Based on the analysis results shown, the regression equation from accessing the two independent
variables or the predictors at once is the user satisfaction = 0.37+0.6*Productivity+0.37*Ease of
use. By overviewing on the results from the Table 4.5, the ease of use and productivity of the
mobile payment system is not considered as good predictors on the user satisfaction. This is due
to there are just having low 𝑅 2 = 0.248.

The figures have shown that the predictors are having a poor relationship with the user
satisfaction since it is computed as 25% only. This has been proven that there are remaining of
75% are influenced by other factors which is not ease of use and productivity. However, the F
value (7.753) is larger than the critical value (3.23) to prove that the acceptance of the two
alternative hypothesis which stated the variables have the linear relationship with user satisfaction.
At the same time, Sig. = 0.001 is used to reflect that it was statistically significant at the level of
0.05. This results have shown that the predictors are significant to user satisfaction and there is
less than 5% probability that it would be happening by chance.

Based on the analysis result from the individual independent variables, the figures indicate that
the ease of use and productivity are believed to be relative with the user satisfaction. The ease of
use is accounted with the analysis figures of (β= 0.446, t= 2.681, p= 0.01) as the higher influential
factor that affecting the user satisfaction. At the same time, the productivity (β= 0.75, t= 0.449,
p= 0.655) has a good influence on the user satisfaction with the mobile payment systems. In
another word, the ease of use and productivity is considered as positively related with the user
satisfaction.

34
SECTION 5 DISCUSSION AND CONCLUSION

5.1 Summary of Findings

In the section 1 in questionnaire, we had asked about 4 demographic question to our respondent,
and we found that most of them are female, the age range is 20-30, Chinese, and study in degree
level. Besides, according to study in section 4, we can see that the Cronbach’s Alpha coefficient
range of productivity and ease of use are positively to the mobile payment user satisfaction. But
ease of use is the best independent variable as it is standing in a very good coefficient range. For
pearson correlation analysis, it is show that the hypothesis 1, and 2 are positively related with user
satisfaction.

The regression analysis that show the F value (7.753) is larger than the critical value (3.23) to
prove that the acceptance of the two-alternative hypothesis which stated the variables have the
linear relationship with user satisfaction. Therefore, the research objective is achieved as we are
able to analyze the relationship between ease of use and user satisfaction.

5.2 Recommendations

As we can see that in demographic part, most of the respondent are Chinese, as Malaysia is a
country have multi races and each race have difference culture. Subsequently, the difference
culture will directly affect the research result and this will lead to a research result become
unreliable. Therefore, we should balance the respondent races for more accurately analysis the
data. As in future, we are not only do research in college campus, but in whole Malaysia or even
to worldwide. Hence we should not limit ourselves in target certain races, for let our research result
become all sidedness.

35
5.3 Limitations of Study
No research are perfect, and after a research will always continue with a new research. This is
because the information is continuously evolving plus there are limited information provided so it
leads to an inaccurate research. Firstly, the weakness and limitation of this research is sample size
or the respondents is too limited which means that the sample size we use to analysis on this
research are too small. As we are only given 50 respondents from TARUC students or staffs to
answer the questionnaire prepared by us in order to collect their data for conduct the research
report. The research report is generated from little amount of respondents which cannot be use to
represent the whole TARUC staffs and students.

Besides, the limitation that found out from this research is the result of research may ignore the
population of Malay. According to the data analysis, the results show that the race of the
respondents answer the questionnaire majority are Chinese and follow by Indian. This actually
leads to insufficient of information as TARUC also have Malay staffs or students.

Lastly, the weakness and limitation on conducting this research is based on the literature review.
It only focus the eases of use and productivity that influence mobile payments user satisfaction but
there are some more factors such as trust and security risk.

Conclusion
In conclusion, the factors that found in data analysis are influencing the satisfaction with mobile
payment systems. The mobile payment system company should be focused more on the variable
ease of use compare to productivity. As the mobile payment system is easy to use, the more
willingness the users may use it. There are also some weakness that affect study but we have
provide some recommendation in order to make the research more desirable.

36
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38
Appendices

39
Demographic (Frequencies)

Table 4.1.2

Gender
Cumulative
Frequency Percent Valid Percent Percent
Valid Male 23 46.0 46.0 46.0
Female 27 54.0 54.0 100.0
Total 50 100.0 100.0

Age
Cumulative
Frequency Percent Valid Percent Percent
Valid <20 8 16.0 16.0 16.0
20-30 37 74.0 74.0 90.0
31-40 3 6.0 6.0 96.0
41-50 1 2.0 2.0 98.0
51-60 1 2.0 2.0 100.0
Total 50 100.0 100.0

Race
Cumulative
Frequency Percent Valid Percent Percent
Valid Chinese 49 98.0 98.0 98.0
Indian 1 2.0 2.0 100.0
Total 50 100.0 100.0

40
Education
Cumulative
Frequency Percent Valid Percent Percent
Valid Bachelor 39 78.0 78.0 78.0
Master 2 4.0 4.0 82.0
Others 9 18.0 18.0 100.0
Total 50 100.0 100.0

Demographic Profile Table 4.1.2

Description Category Frequency Percentage

Gender Male 23 46.0

Female 27 54.0

Age <20 8 16.0

20-30 37 74.0

31-40 3 6.0

41-50 1 2.0

51-60 1 2.0

Race Chinese 49 98.0

Indian 1 2.0

Education Bachelor 39 78.0

Master 2 4.0

Others 9 18.0

41
 Descriptive Statistics Table 4.2
N Mean Std. Deviation
User Satisfaction 50 6.6400 2.43076
Productivity 50 14.3600 3.09549
Ease of Use 50 14.5000 2.90144
Valid N (listwise) 50

Table 4.3.1

Scale: USER SATISFACTION

Case Processing Summary

N %

Cases Valid 50 100.0

Excludeda 0 .0

Total 50 100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's Alpha N of Items

.911 2

42
Table 4.3.2

Scale: PRODUCTIVITY

Case Processing Summary

N %

Cases Valid 50 100.0

Excludeda 0 .0

Total 50 100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's Alpha N of Items

.752 4

Table 4.3.3

Scale: EASE OF USE

43
Case Processing Summary

N %

Cases Valid 50 100.0

Excludeda 0 .0

Total 50 100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's Alpha N of Items

.804 4

Table 4.3.4 Summary of Reliability Analysis

Rules of thumb about Cronbach Alpha

Coefficient size by Hair et.al (2007)

Variable Alpha Coefficient Strength of

Cronbach's Alpha Range Association

User Satisfaction .911 >0.9 Excellent

Productivity .752 0.7 to < 0.8 Good

Ease of Use .804 0.8 to < 0.9 Very Good

44
Table 4.4. Correlations
User
Satisfaction Productivity Ease of Use
User Pearson Correlation 1 .365** .495**
Satisfaction Sig. (2-tailed) .009 .000
N 50 50 50
Productivity Pearson Correlation .365** 1 .650**
Sig. (2-tailed) .009 .000
N 50 50 50
Ease of Use Pearson Correlation .495** .650** 1
Sig. (2-tailed) .000 .000
N 50 50 50
**. Correlation is significant at the 0.01 level (2-tailed).

4.4.3 Summary of Pearson Correlation Analysis

Table 4.4.3.1
Correlations
User
Variable
Satisfaction Productivity Ease of Use
User 1
Satisfaction

Productivity .365** 1

Ease of Use .495** .650** 1

**. Correlation is significant at the 0.01 level (2-tailed).

45
Table 4.5 Regression

Variables Entered/Removedb
Variables Variables
Model Entered Removed Method
1 Ease of Use, . Enter
Productivity
a. All requested variables entered.
b. Dependent Variable: User Satisfaction

46
Model Summary
Adjusted R Std. Error of
Model R R Square Square the Estimate
1 .498a .248 .216 2.15218
a. Predictors: (Constant), Ease of Use, Productivity

ANOVAb
Sum of
Model Squares df Mean Square F Sig.
1 Regression 71.822 2 35.911 7.753 .001a
Residual 217.698 47 4.632
Total 289.520 49
a. Predictors: (Constant), Ease of Use, Productivity
b. Dependent Variable: User Satisfaction

Coefficientsa
Standardized
Unstandardized Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) .376 1.664 .226 .822
Productivity .059 .131 .075 .449 .655
Ease of Use .374 .139 .446 2.681 .010
a. Dependent Variable: User Satisfaction

47
Regression Analysis of Ease of Use and Productivity as Predictors of User Satisfaction Table 4.5
Standardized
Variables Coefficients (β) t - value
Ease of Use .075** .449
Productivity .446** 2.681
R .498
R Square .248
F 7.753
**significant at the 0.01 level, *significant at 0.05 level

48