Online payment service providers and customer relationship management

Alan D. Smith

International Journal of Electronic Finance, 2008, vol. 2, issue 3, 257-283

Abstract: With the rise of e-commerce, online payment service providers, such as PayPal, have proven to be an effective tool for online transactions. A personal interview of 190 semi-professional and professional working adults within the metropolitan area of Pittsburgh, PA, derived from several companies in the service sectors. A total of 20 variables were collected and represented in the final analysis of the dataset. Using chi-square and multiple linear regression techniques during the hypothesis-testing procedure, with active enrolment in PayPal online payment services as the dependent variable, yielded interesting results. Customer Relationship Management (CRM) is an important part of online payment service providers' future. As evident in the present study, many potential customers still opt for a more costly transactional approach by paying for online purchases with a credit card instead of signing up for an online payment service account.

Keywords: customer relationship management; CRM; e-commerce; e-tailers; online auctions; online payment options; PayPal; e-payment; electronic commerce; online transactions; online purchases; credit cards. (search for similar items in EconPapers)
Date: 2008
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