The impact of demographics on user satisfaction in cloud-based payment systems in Australia

Abstract

Over the past decade, payments conducted over the Internet, or cloud-based payments, have significantly increased. Cloud-based payment systems (CBPS) represent an evolution of the payment process due to ubiquity and versatility. Yet, notwithstanding the benefits of using the CPBS are undeniable the adoption rates by Australian users are still very low compared to other countries. This might indicate that the users are not satisfied with the current payment systems, or they do not know the benefits of using them. In this sense, the aim of this study was to investigate the effect of personal characteristics of users (age, gender and income) on user satisfaction, and their impact on the adoption of cloud-based payment systems (CBPS) in Australia. This study used a quantitative approach through an online questionnaire survey was conducted to measure the data collected. The raw data of 411 respondents were collected using Qualtrics and the results were imported into SPSS (Statistical Package for the Social Sciences) system, where the sample homogeneity took place. The findings of sample homogeneity pointed out that there are major differences between mean values in some responses, which may suggest that age, gender and income have influence on user satisfaction.