A STUDY OF CUSTOMER SATISFACTION WITH AMAZON PAY
Dr. Fakraddin Khan, Sonali Singh
Amity College of Commerce & Finance, Patna
Amity University Patna
ABSTRACT
This study examines customer satisfaction with Amazon Pay, a digital wallet service provided by Amazon. The purpose of the study is to gain insights into how customers perceive the platform and identify areas for improvement. The research questions focus on customers’ overall satisfaction with Amazon Pay, as well as the factors that contribute to satisfaction and areas for improvement.
The study was conducted using an online survey distributed to a sample of 1000 Amazon Pay users. The survey asked participants to rate their satisfaction with various aspects of the platform, such as ease of use, speed of checkout, security, and customer support. The survey also collected demographic information, such as age, gender, and location.
A total of 400 participants completed the survey, resulting in a response rate of 40%. The sample was diverse, with approximately equal representation across gender and age groups. The majority of participants were from the United States, with the remaining participants from other countries where Amazon Pay is available.
The study’s main findings indicate that customers are generally satisfied with Amazon Pay, with an average satisfaction score of 4.2 out of 5. The top factors contributing to satisfaction were ease of use, speed of checkout, and security. However, there were areas for improvement identified, particularly in the areas of customer support and payment options.
The study also revealed that the majority of participants rated their experience with Amazon Pay as positive, with only a small percentage rating it as negative. This suggests that Amazon Pay is generally meeting the needs of its customers and providing a positive user experience
The results of this study have important implications for Amazon and other e-commerce platforms that offer digital wallet services. By identifying areas for improvement, companies can enhance the user experience and improve customer satisfaction, which can lead to increased loyalty and repeat business
In conclusion, this study provides valuable insights into customer satisfaction with Amazon Pay and highlights areas for improvement. The findings of this study can be used by Amazon and other e-commerce platforms to enhance the user experience and improve customer satisfaction.
