A Framework for Exploring Factors Affecting the Usability of Electronic Payment Systems

Abstract

The development in communications and information technology led to the emergence of electronic payment services (e-payment). However, the use and acceptance rate of such services in Libya is still limited. This paper explores the factors affecting the usability of e-payment services for some Libyan banks through a proposed framework using the Technology Acceptance Model (TAM)and Technology Readiness Index (TRI) models. The framework includes ISO Usability Standards as an alternative to external variables in TAM. Data were collected from 287 customers from Al Wahda Bank and Bank of Commerce and Development through a questionnaire that was distributed manually and through Google Forms, in addition to interviews with 20 employees of both banks. The SPSS software was used to analyze the collected data to answer research questions and test hypotheses. Six experts in the field have validated the proposed framework from two scientific departments in the Faculty of Information Technology, University of Benghazi, Libya, namely, the Department of Information Systems and the Department of Software Engineering. The results showed that all the factors that were used to build the research framework affect the acceptance and use of e-payment services. As a result, some recommendations have been suggested regarding increasing the rate of acceptance and use of electronic payment systems.