Perceived Risk and Customer Satisfaction on Electronic Payment Services of UM Peñaplata College

Abstract

The purpose of the study was to assess the level of perceived risk and customer satisfaction regarding electronic payment at UM. The research design employed was quantitative descriptive correlational, using mean and Pearson r as statistical tools. A survey questionnaire was distributed to 200 students at UM Peñaplata College to collect data. The results indicated that the perceived risk of electronic payment was low (mean score of 1.62 and standard deviation of .27), whereas customer satisfaction was high (mean score of 4.52 and standard deviation of .28). However, the study found no significant relationship between perceived risk and customer satisfaction. It was concluded that decreasing risk perception could lead to increased customer satisfaction with electronic payment services, but the two factors worked differently at UM Peñaplata College. Overall, this study highlights the importance of considering perceived risk and customer satisfaction when evaluating electronic payment services