Digital Payment Systems and Customer Satisfaction of Electricity Distribution Firms in Rivers State, Nigeria

to electricity distribution firms. The current study specifically examines customer satisfaction dimensions such as ease of use and accuracy within the context of electricity distribution firms in Rivers State. 4 Teoh et al. (2023) Malaysia Investigated the factors influencing consumers’ perceptions and adoption of digital payment systems. The study utilized a quantitative survey design. Data were gathered from consumers using structured questionnaires and analyzed using inferential statistical techniques. The study found that perceived benefits, ease of use, trust, security, and self-efficacy significantly influenced customers’ perception and acceptance of digital payment systems. The study concluded that technological and behavioural factors strongly determine the successful adoption of digital payment systems. The study focused on consumers’ perceptions and adoption behaviour in Malaysia without examining organizational service sectors such as electricity distribution firms. The present study differs by focusing on customer satisfaction outcomes in Rivers State, Nigeria. 5 Embiale (2016) Ethiopia Examined the relationship between ATM service quality and customer satisfaction at the Commercial Bank of The study adopted a survey research design using structured questionnaires administered to bank customers. Data were analyzed using descriptive Findings revealed that service quality dimensions such as responsiveness, security, convenience, reliability, and user- friendliness significantly influenced customer The study concluded that digital banking service quality significantly enhances customer satisfaction. The study focused on ATM banking services rather than broader digital payment systems. It also did not examine POS payments, digital wallet apps, or digital money transfers. The Ethiopia in Hawassa City. statistics and regression analysis. satisfaction, with user-friendliness exerting the strongest effect. current study extends the literature by examining several digital payment dimensions and customer satisfaction within electricity distribution firms in Rivers State. 3.0 Methodology: The study adopted a quantitative research method and specifically utilized a cross-sectional survey research design to examine the relationship between digital payment systems and customer satisfaction of electricity distribution firms in Rivers State. The choice of the cross-sectional design was informed by its suitability for collecting data from a large population at a single point in time in order to determine relationships among variables (Bryman & Bell, 2011; Kothari, 2004). The population of the study comprised 494,567 registered customers of Port Harcourt Electricity Distribution Company and Aba Power Electric Company operating in Rivers State. Using the Krejcie and Morgan sampling determination approach, a sample size of 384 respondents was drawn, while stratified sampling technique was adopted to ensure adequate representation of customers across the various electricity consumption bands. Primary data were obtained through structured questionnaires designed on a five-point Likert scale ranging from strongly disagree to strongly agree. The questionnaire items were adapted from previous empirical studies to ensure contextual relevance and conceptual consistency (Hair et al., 2010). Out of the 384 copies of questionnaire distributed, 363 usable copies were retrieved and utilized for the analysis. The validity of the research instrument was established through face and content validity procedures, while reliability was tested using Cronbach’s Alpha coefficient. The reliability values for all the constructs exceeded the acceptable threshold of 0.70, indicating that the instrument was reliable for the study (Nunnally, 1978; Saunders et al., 2009). Data collected from the respondents were analyzed using descriptive and inferential statistical tools. Descriptive statistics such as frequency tables and percentages were used to summarize respondents’ demographic characteristics, whereas Spearman Rank Order Correlation Coefficient was employed to test the relationships between the dimensions of digital payment systems and customer satisfaction. 4.0 Results and Discussion 4.1 Results and Analyses Table 4.1: Demographic Analyses Gender Distribution Valid Frequency Percent Valid Percent Cumulative Percent Male 222 61.2 61.2 61.2 Female 141 38.8 38.8 100.0 Total 363 100.0 100.0 Age Group Distribution 18 – 25 years 38 10.5 10.5 10.5 26 – 35 years 85 23.4 23.4 33.9 36 – 45 years 146 40.2 40.2 74.1 46 years and above 94 25.9 25.9 100.0 Total 363 100.0 100.0 Highest Educational Qualification Distribution WAEC/NECO 71 19.6 19.6 19.6 BSc/HND 130 35.8 35.8 55.4 MSc/MBA/PGD 110 30.3 30.3 85.7 PhD 52 14.3 14.3 100.0 Total 363 100.0 100.0 From Table 4.1, the demographic characteristics of the respondents provide important insights into the composition of customers utilizing digital payment systems in electricity distribution firms in Rivers State. The gender distribution revealed that 61.2% of the respondents were male, while 38.8% were female, indicating that males constituted the larger proportion of users of digital payment platforms within the sampled firms. This suggests relatively high male participation in digital financial transactions associated with electricity bill payments. The age distribution showed that the majority of respondents were within the economically active age bracket. Specifically, 40.2% of the respondents were between 36–45 years, 25.9% were 46 years and above, 23.4% were between 26–35 years, while only 10.5% were within 18–25 years. This indicates that middle-aged adults constituted the dominant users of digital payment systems in the electricity distribution sector. In terms of educational qualification, the findings revealed that 35.8% possessed BSc/HND qualifications, 30.3% held MSc/MBA/PGD qualifications, 19.6% possessed WAEC/NECO certificates, while 14.3% had PhD qualifications. The educational profile suggests that a substantial proportion of respondents were literate and capable of understanding and utilizing digital payment technologies effectively. Overall, the demographic characteristics imply that the respondents possessed the educational and experiential capacity required to provide reliable information regarding digital payment systems and customer satisfaction. 4.1.1 Univariate Analyses Table 4.2: Descriptive Statistics on Digital Wallet Apps Items N Min Max Mean Std. Deviation Skewness Kurtosis I feel safe because my privacy is well protected when transacting through the digital wallet app 363 1 5 3.31 1.076 -0.452 -0.352 The digital wallet app makes payment easy for me anytime and anywhere 363 1 5 3.42 1.108 -0.499 -0.470 Transactions on the digital wallet app are fast and seamless 363 1 5 3.84 0.947 -1.147 1.498 Transactions on the digital wallet app rarely fail 363 1 5 3.80 0.981 -1.000 0.993 Valid N (listwise) 363 The descriptive statistics on digital wallet apps indicate generally positive perceptions among respondents regarding the effectiveness of digital wallet applications for electricity bill payments. The statement “Transactions on the digital wallet app are fast and seamless” recorded the highest mean score of 3.84, suggesting that respondents strongly perceived digital wallet transactions as efficient and convenient. Similarly, the statement “Transactions on the digital wallet app rarely fail” had a mean score of 3.80, indicating positive experiences with transaction reliability. The skewness values for these items were strongly negative, reflecting a greater concentration of responses toward agreement. However, respondents expressed relatively moderate perceptions regarding privacy protection and payment flexibility. The item “I feel safe because my privacy is well protected when transacting through the digital wallet app” recorded a mean of 3.31, while “The digital wallet app makes payment easy for me anytime and anywhere” had a mean of 3.42. Although respondents generally agreed with these statements, the relatively higher standard deviations indicate moderate variability in responses. Overall, the findings suggest that digital wallet apps are perceived positively by customers, particularly in terms of transaction speed and reliability. Table 4.3: Descriptive Statistics on Point-of-Sale Payment Systems Items N Min Max Mean Std. Deviation Skewness Kurtosis The use of POS terminals for transactions reduces payment queues in this firm 363 1 5 3.23 0.961 -0.246 -0.231 The charges on POS transactions in this firm are reasonable 363 1 5 3.18 1.009 -0.295 -0.481 The POS terminals accept all types of cards (e.g. Mastercard, Verve, Visa) 363 1 5 3.43 0.976 -0.600 -0.075 Banks or terminal service providers respond promptly to repair malfunctioning POS terminals 363 1 5 2.93 1.108 -0.005 -0.742 Valid N (listwise) 363 The descriptive statistics for POS payment systems reveal mixed perceptions among respondents regarding the effectiveness of POS services in electricity distribution firms. The statement “The POS terminals accept all types of cards” recorded the highest mean value of 3.43, indicating that respondents generally agreed that POS terminals possess broad payment compatibility. Similarly, respondents moderately agreed that POS terminals help reduce payment queues, with a mean score of 3.23. Conversely, the statement relating to prompt repair of malfunctioning POS terminals recorded the lowest mean score of 2.93, suggesting dissatisfaction with the responsiveness of banks and service providers in addressing POS terminal failures. The item relating to the reasonableness of POS transaction charges also recorded only moderate agreement with a mean of 3.18. The standard deviations across the items indicate moderate variability in responses. Overall, the findings imply that while respondents perceive POS systems as useful and accessible, concerns remain regarding maintenance responsiveness and transaction costs. Table 4.4: Descriptive Statistics on Digital Money Transfer Items N Min Max Mean Std. Deviation Skewness Kurtosis I have searched for and used digital money transfer services before 363 1 5 2.89 1.126 0.084 -0.749 I have discussed digital money transfer with others to guide my decision 363 1 5 3.25 0.943 -0.434 -0.231 I have received digital money transfer information through newsletters, emails, or flyers 363 1 5 3.29 0.953 -0.376 -0.030 I would recommend digital money transfer to others 363 1 5 3.09 0.933 -0.208 -0.172 Valid N (listwise) 363 The descriptive statistics on digital money transfer indicate moderate acceptance and utilization among respondents. The item “I have received digital money transfer information through newsletters, emails, or flyers” recorded the highest mean score of 3.29, suggesting that respondents had moderate exposure to digital transfer information and awareness campaigns. Similarly, respondents moderately agreed that they discussed digital money transfer services with others before making usage decisions. However, the statement “I have searched for and used digital money transfer services before” recorded the lowest mean score of 2.89, indicating relatively lower familiarity and usage among some respondents. The item relating to recommending digital money transfer to others also recorded a moderate mean score of 3.09. The skewness and kurtosis statistics generally indicate relatively normal response distributions. Overall, the findings suggest that respondents demonstrate moderate confidence and acceptance toward digital money transfer systems. Table 4.5: Descriptive Statistics on Customer Satisfaction Items N Min Max Mean Std. Deviation Skewness Kurtosis I am satisfied with how easy the payment system is to use for my transactions 363 1 5 3.66 1.198 -0.848 -0.108 I am satisfied that I can make payments without delay 363 1 5 3.12 1.105 -0.088 -0.812 I am satisfied with the reliability of the payment platform 363 1 5 3.35 1.126 -0.487 -0.493 I am satisfied that my transactions on the system rarely fail 363 1 5 3.67 1.023 -0.947 0.578 Overall, I am satisfied with the payment system of this 363 1 5 3.85 0.976 -1.199 1.555 firm and would continue to use it Valid N (listwise) 363 The descriptive statistics on customer satisfaction indicate generally favorable perceptions regarding digital payment systems among customers of electricity distribution firms in Rivers State. The statement “Overall, I am satisfied with the payment system of this firm and would continue to use it” recorded the highest mean score of 3.85, suggesting a high level of overall satisfaction and continued usage intention among respondents. Similarly, respondents strongly agreed that their transactions rarely fail, with a mean score of 3.67. The item “I am satisfied that I can make payments without delay” recorded the lowest mean score of 3.12, suggesting that some respondents experienced occasional delays during transactions. Nonetheless, the overall pattern of responses indicates that customers were generally satisfied with the usability, reliability, and effectiveness of the digital payment systems utilized by electricity distribution firms. The negative skewness values across most items further indicate that responses leaned toward agreement. 4.1.2 Bivariate Analysis Table 4.6: Test of Relationships between Digital Payment Systems and Customer Satisfaction Digital Wallet Apps Point of Sale Payment Digital Money Transfer Customer Satisfaction Spearman's rho Digital Wallet Apps Correlation Coefficient 1.000 .561** .641** .612** Sig. (2-tailed) . .000 .000 .000 N 363 363 363 363 Point of Sale Payment Correlation Coefficient .561** 1.000 .669** .474** Sig. (2-tailed) .000 . .000 .000 N 363 363 363 363 Digital Money Transfer Correlation Coefficient .641** .669** 1.000 .413** Sig. (2-tailed) .000 .000 . .000 N 363 363 363 363 Customer Satisfaction Correlation Coefficient .612** .474** .413** 1.000 Sig. (2-tailed) .000 .000 .000 . N 363 363 363 363 **. Correlation is significant at the 0.01 level (2-tailed). The correlation analysis in Table 4.6 revealed significant positive relationships between the dimensions of digital payment systems and customer satisfaction among electricity distribution firms in Rivers State. Specifically, digital wallet apps demonstrated the strongest relationship with customer satisfaction (ρ = .612, p < .01). This finding implies that increased efficiency, speed, accessibility, and reliability of digital wallet applications significantly enhance customers’ satisfaction with electricity payment services. Consequently, the null hypothesis stating that digital wallet apps have no significant relationship with customer satisfaction was rejected. Similarly, point-of-sale payment systems exhibited a positive and statistically significant relationship with customer satisfaction (ρ = .474, p < .01). This indicates that effective POS payment services, including reduced queues, compatibility with different cards, and convenience of transactions, positively influence customer satisfaction levels. Based on this finding, the null hypothesis which stated that POS payment systems have no significant relationship with customer satisfaction was also rejected. Furthermore, digital money transfer recorded a positive and statistically significant relationship with customer satisfaction (ρ = .413, p < .01). Although the relationship was comparatively weaker than those of digital wallet apps and POS payments, the finding suggests that customers who perceive digital money transfer systems as useful and convenient are more likely to express satisfaction with the services provided by electricity distribution firms. Consequently, the null hypothesis stating that digital money transfer has no significant effect on customer satisfaction was rejected. Overall, the findings indicate that digital payment systems significantly contribute to improving customer satisfaction within electricity distribution firms in Rivers State. 4.2 Discussion of Findings Digital Wallet Apps and Customer Satisfaction: The finding of the study revealed that digital wallet apps have a strong positive and significant relationship with customer satisfaction in electricity distribution firms in Rivers State. This finding supports the broader argument that digital payment systems enhance service efficiency, reduce transaction stress, and improve customer experiences in modern service environments. Digital payment systems are increasingly recognized as strategic tools that connect customer service delivery with operational efficiency, while also offering benefits such as time savings, convenience, improved security, and lower transaction costs (Apasrawirote & Yawised, 2021; Nasr et al., 2020). Specifically, digital wallet applications have emerged as one of the most visible financial technology innovations due to the increasing use of smartphones and internet-enabled services for financial transactions (Abdullah et al., 2020). The result aligns with the Technology Acceptance Model, which posits that perceived usefulness and perceived ease of use significantly shape users’ acceptance and continued usage of technological systems (Davis, 1989; Davis et al., 1989). Customers are more likely to derive satisfaction from electricity distribution firms when digital wallet apps enable seamless, reliable, and secure payment experiences. The convenience associated with digital wallets, including the ability to make payments anytime and anywhere, contributes significantly to positive user perceptions and satisfaction outcomes. The finding is consistent with Devona and Layman (2021), who found that service innovation and service delivery significantly enhanced customer satisfaction and loyalty among ShopeePay users in Indonesia. Similarly, Widarto et al. (2022) established that positive application experiences, product experiences, and electronic customer-service quality significantly improve electronic satisfaction and electronic word-of-mouth among e-wallet users. Supriyanto (2020) further observed that digital wallet applications became highly useful during the COVID- 19 pandemic because they enabled faster, safer, and contactless transactions. The present finding therefore suggests that customers of electricity distribution firms in Rivers State perceive digital wallet applications as efficient and convenient payment channels capable of improving overall customer satisfaction. Point-Of-Sale Payment Systems and Customer Satisfaction: The study further found that point-of-sale payment systems significantly and positively influence customer satisfaction among customers of electricity distribution firms in Rivers State. This finding indicates that customers derive satisfaction from payment systems that reduce transaction difficulties, improve convenience, and enhance service accessibility. Digital payment systems have become essential mechanisms for facilitating smooth financial transactions in both retail and service- oriented sectors, especially within cashless economies promoted by technological advancement and regulatory policies (Bagudu & Okolie, 2022; Sapian & Ismail, 2021). POS payment systems, in particular, have gained increasing acceptance due to their ability to reduce payment queues, improve transaction speed, and simplify card-based payments for customers (Ogunsuyi & Siyanbola, 2023). The finding also supports the assumptions of the Technology Acceptance Model, which emphasizes that customers are more likely to accept and remain satisfied with technologies they perceive as useful and easy to use (Davis, 1989; Davis et al., 1989). Customers using POS terminals within electricity distribution firms are likely to experience higher levels of satisfaction when transactions are processed quickly, reliably, and securely. The finding corroborates Ojuotimi et al. (2019), who found that convenience was the primary factor influencing the use of POS systems among consumers in Akure Metropolis. Their study further established that POS adoption positively influenced consumers’ purchasing behaviour due to its transaction convenience. Similarly, Adeoti and Osotimehin (2012) emphasized that customer satisfaction and consumer adoption remain central considerations in assessing POS payment systems in Nigeria. The finding is also consistent with Ogunsuyi and Siyanbola (2023), who reported that POS systems improved business performance by shortening payment queues and increasing transaction efficiency among small and medium enterprises in Lagos State. Although Sunday (2018) observed that the spread of POS terminals in Nigeria remains uneven, the current study demonstrates that where POS systems are available and functional, they significantly improve customer satisfaction in electricity distribution firms through enhanced convenience and transaction efficiency. Digital Money Transfer and Customer Satisfaction: The study also established that digital money transfer has a positive and statistically significant effect on customer satisfaction in electricity distribution firms in Rivers State. This finding implies that customers are more satisfied with electricity distribution firms when they are able to transfer funds digitally in a manner that is secure, reliable, convenient, and efficient. The increasing adoption of digital payment systems globally has transformed financial transactions by promoting speed, accessibility, and reduced dependence on physical cash (Kesharwani, 2021; Yakean, 2020). Digital money transfer systems have particularly contributed to financial inclusion and service accessibility by enabling users to conduct transactions remotely through mobile technologies and internet-enabled platforms (Mothobi & Grzybowski, 2017). The finding is strongly aligned with the Technology Acceptance Model, which explains that customers are more likely to embrace technologies they perceive as beneficial and easy to use (Davis, 1989; Davis et al., 1989). When digital transfer systems allow electricity consumers to pay bills conveniently without physical visits or delays, satisfaction with the service provider is likely to increase. The finding supports Kwabena et al. (2019), who found that digital payment adoption significantly improves customer satisfaction and stakeholder relationships among enterprises in developing countries. Similarly, Prihatiningtias and Wipraganang (2021) observed that mobile payment systems enhanced business continuity and operational performance during the COVID-19 pandemic by supporting efficient transactions. The finding also agrees with Teoh et al. (2023), who reported that perceived benefits, ease of use, trust, security, and self-efficacy significantly influence customers’ perceptions and acceptance of digital payment systems. Furthermore, Xena and Rahadi (2019) argued that factors such as trust, technology adoption, security, and environmental conditions jointly shape the use of digital payment systems. Consequently, the present finding suggests that digital money transfer systems improve customer satisfaction in electricity distribution firms by enhancing convenience, transaction reliability, and accessibility of payment services. 5.0 Conclusion and Recommendations The study concluded that digital payment systems significantly enhance customer satisfaction in electricity distribution firms in Rivers State. Specifically, digital wallet apps, point-of-sale payment systems, and digital money transfers were found to positively and significantly influence customer satisfaction by improving transaction convenience, reliability, accessibility, and ease of payment. The findings further support the Technology Acceptance Model, which emphasizes that customers are more likely to accept and remain satisfied with technologies they perceive as useful, secure, and easy to use. Consequently, it is recommended that the management of electricity distribution firms should: i. Strengthen and expand the functionality of their digital wallet payment platforms to improve transaction reliability, speed, and security. Management should collaborate with Nigerian fintech providers and commercial banks to integrate more stable payment gateways that minimize transaction failures and delayed reversals, which are common complaints among electricity customers. Practical actions should include introducing instant payment confirmation alerts, improving mobile app user interfaces to accommodate low-literacy users, and ensuring compatibility with widely used platforms such as Opay, PalmPay, Moniepoint, and mobile banking applications commonly used across Nigeria. Firms should also establish responsive digital customer-support channels on WhatsApp, SMS, and social media to quickly resolve failed payment complaints and billing disputes. ii. Improve the availability, maintenance, and efficiency of POS payment infrastructure across customer service centres and payment outlets. Management should deploy additional POS terminals in densely populated payment locations to reduce long queues and delays, especially during peak billing periods. In practical terms, firms should partner with reliable terminal service providers to ensure prompt replacement or repair of faulty terminals and reduce frequent network- related transaction failures. Electricity firms should also negotiate lower transaction charges with banks and fintech operators to make POS payments more affordable for customers, particularly low-income households and small business owners who rely heavily on physical payment channels. iii. Promote wider adoption of digital money transfer systems through customer education, simplified payment procedures, and improved trust in digital transactions. 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