CUSTOMERS’ SATISFACTION OF ELECTRONIC PAYMENT SYSTEMS IN THE PURCHASE OF INSURANCE PRODUCTS IN NIGERIA

Ogochukwu Augustine Isimoya, Sunday Stephen Ajemunigbohun and Mustapha Tosin Balogun
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Ogochukwu Augustine Isimoya: University of Lagos, Lagos, Nigeria
Sunday Stephen Ajemunigbohun: Lagos State University, Lagos, Nigeria
Mustapha Tosin Balogun: Lagos State University, Lagos, Nigeria

Management and Marketing Journal, 2018, vol. XVI, issue 2, 180-191

Abstract: This study aims to investigate customer’s satisfaction of electronic payments in the purchase of insurance products in Nigeria. A descriptive survey research design was employed. A simple random technique and questionnaire were adopted. 278 participants were drawn within the metropolis of Lagos. The major statistical method employed for this research work was a Kolmogorov-Smirnov test. Findings show a low level of satisfaction in the customer’s usage of electronic payment systems in the purchase of insurance products in Nigeria. It was further discovered that insuring populace expressed delight and satisfaction in the delivery of their claims settlement through electronic payment modes. The research recommends that insurance companies should beef up enlightenment process at integrating the insuring populace with the various electronic payment modes in insurance buying process to allow for greater participation through electronic process; and government on its own part should create an enabling environment for members of the public not to continuously experiencing failure in network and ensure stress-free electronic service delivery. It educates insurance practitioners of the dynamics of electronic payment systems. It serves as an eye-opener for major players in the industry to see reasons why they need to enlighten and train the minds of their respective, even prospective, customers on the need to purchasing insurance products via electronic means.

Keywords: customer satisfaction; electronic payment; insurance patronage; insurance products; Nigeria (search for similar items in EconPapers)
JEL-codes: M30 M31 (search for similar items in EconPapers)
Date: 2018
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