Edith Onowe Odia Ph. D.1 & Christopher Ihionkhan Agbonifoh Ph.D.2
1&2 Department of Marketing,
Faculty of Management Sciences,
University of Benin, Benin City, Nigeria1
Email: edith.odia@uniben.edu2
Email: christopher.agbonifoh@osaifo-osigo
Abstract
This study examined point of sale payment system adoption and customer satisfaction. Demographic variables such as gender, age, educational qualification, occupation and income were examined to find out their relationship with customer satisfaction. The objective was to find out the influence of innovative attributes of POS on customer satisfaction. The study sample consists of two hundred and fifty (250) respondents drawn from across Benin City. Questionnaire was used to gather the needed information. Analytical techniques employed include simple percentage, and multiple regression. Tests were performed at 0.05 level of statistical significance. The result shows that the multitude of customers have adopted the use POS for their daily payment/business transactions with 78.2% of the total respondents indicating that they have used it for business transaction. The study also revealed that there is a significant and positive relationship between reversibility, susceptibility, commitment, and gatewayability and customer satisfaction. But, no relationship was found between terminality, ego involvement and public and private and customer satisfaction. Furthermore, all the variables were found to have no relationship with rate of POS adoption except susceptibility. The outcome of the demographic variables indicates that there is no significant relationship between the adoption of POS and age, educational qualification and occupation. Only income was found to have a positive relationship with the adoption of POS. Based on the findings, it is recommended that concerted effort should be made by POS operators and money deposit banks who are the key players in the system to ameliorate the difficulties experience by customers when using POS, especially weekends
Keywords: customer satisfaction, determinants, innovation, rate of adoption, point of sale,
