IMPACT OF ONLINE PAYMENT SYSTEMS ON CUSTOMER TRUST AND LOYALTY IN E-COMMERCE ANALYZING SECURITY AND CONVENIENCE

Abstract

This study systematically reviews the impact of online payment systems on customer trust and loyalty in e-commerce, adhering to PRISMA guidelines. The findings highlight the critical importance of security, convenience, and transparency in shaping customer perceptions and behaviors. Secure payment systems, featuring robust encryption and multi-factor authentication, are essential in protecting sensitive information and mitigating fraud risks, thereby enhancing customer confidence. Convenience, characterized by user-friendly interfaces, multiple payment options, and quick transaction processes, significantly improves the overall shopping experience and fosters customer satisfaction. Transaction transparency, through clear communication about charges, detailed receipts, and real-time tracking, is pivotal in building and maintaining trust. The review underscores the strong relationship between trust and loyalty, revealing that secure, convenient, and transparent payment systems are vital for achieving long-term customer loyalty. E-commerce platforms that prioritize these aspects can significantly enhance customer trust and loyalty, ensuring sustained success in the competitive digital marketplace. The study provides valuable insights and practical recommendations for e-commerce businesses to optimize their online payment systems and build lasting customer relationships.