CLIENTS’ PERCEPTION ON ONLINE PAYMENT SERVICES PROVIDED BY A PRIVATE HEI IN LUCENA CITY

The purpose of this research was to investigate the client experience with mobile payments. In particular, this study identifies and categorizes common sources of satisfaction and dissatisfaction related to the uses of online payments. The objectives of this research are to identify the mode of online payment that is commonly preferred use by the respondents, identify the school fees that are commonly paid, and determine how satisfied are the respondents along with the dimensions of the online payment schemes. Data was collected using an online survey, which combined multiple-choice and Likert Scale questions. This study employed a descriptive approach and utilized a google form survey answered by 60 respondents consisting of parents, guardians, and students. Based on the data collected, the majority of respondents’ commonly paid school fees were Transcript Records. The researchers concluded that the mode of online payment of respondents who commonly used Bank card-based payment was BPI. In addition, for the majority of respondents who are using mobile applications, their mode of payment was G-Cash. Significantly, more respondents were able to describe a satisfactory rather than a dissatisfactory mobile payment experience, suggesting that the overall perception of online payment applications is favorable. The sources of satisfaction reported are convenience, technical issues, risk: safety and security, disputed transactions, and transaction cost. The results and findings of the study revealed the client's satisfaction with using online payment; the researchers recommend promoting the utilization of Online Payment Services for the convenience of users and lowering the service charge for using Online Payment Services.