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

This study examined the relationship between digital payment systems and customer satisfaction of electricity distribution firms in Rivers State, Nigeria. Specifically, the study investigated the extent to which digital wallet apps, point-of-sale payment systems, and digital money transfers influence customer satisfaction among customers of electricity distribution firms. The study was anchored on the Technology Acceptance Model, which explains that users’ acceptance and satisfaction with technological systems are largely influenced by perceived usefulness and perceived ease of use. A quantitative research method and cross-sectional survey research design were adopted for the study. The population 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 selected through stratified sampling technique, while 363 usable copies of questionnaire were retrieved for analysis. Primary data were collected using structured questionnaires designed on a five-point Likert scale. The validity of the instrument was established through face and content validity, while reliability was confirmed using Cronbach’s Alpha coefficients exceeding the acceptable threshold of 0.70. Data were analyzed using descriptive statistics and Spearman Rank Order Correlation Coefficient. The findings revealed that digital wallet apps, POS payment systems, and digital money transfers each have positive and statistically significant relationships with customer satisfaction in electricity distribution firms in Rivers State. The study concluded that effective digital payment systems enhance transaction convenience, reliability, accessibility, and ease of payment, thereby improving customer satisfaction. Consequently, the study recommended that electricity distribution firms should strengthen digital wallet infrastructure, improve POS terminal availability and maintenance, and promote wider adoption of digital money transfer systems through customer education, improved payment integration, and responsive customer support services.