IMPACT OF CUSTOMER SATISFACTION ON CONSUMERS' ATTITUDES ON THE USE OF PLASTIC MONEY: THE MEDIATING ROLE OF TRUST

Abstract

The study's primary goals are to quantify the link between consumer satisfaction and their perceptions of using plastic money, as well as the mediating role that trust plays in this relationship. Using a structured questionnaire issued to customers of fifty branches of public and private sector banks operating in New Delhi, the study was based on the attitudes of plastic money users in the Indian capital, New Delhi. The elements that affect customer satisfaction have been identified using factor analysis, and the mediating effect of the trust factor has been examined using regression analysis and partial regression. A study found that customers' attitudes towards using plastic money are highly influenced by how satisfied they are with the product and that the trust factor plays a large mediating role in this relationship. Time, cost, convenience, reward points or offers, and the range of services were discovered to be the primary factors that influence consumer satisfaction levels. Only bank customers were included in the study's sample unit, which had a strict city-wide restriction.