E-COMMERCE PAYMENT COMPATIBILITY AND CUSTOMER SATISFACTION IN HIGH-TECH FIRMS IN SOUTHWEST NIGERIA

Abstract

The rapid evolution of digital technologies has transformed organizational processes, particularly within high-tech 
industries, where firms increasingly rely on e-commerce to enhance customer experiences. This study examines the 
effect of e-commerce payment compatibility on customer satisfaction in high-tech firms in Southwest Nigeria, 
grounded in the Unified Theory of Acceptance and Use of Technology. The study adopted a quantitative cross
sectional survey design. The population of the study comprised active internet users in Southwest Nigeria as of the 
first quarter of 2024, totaling 45,734,074 users across Lagos, Oyo, Ogun, Osun, Ondo, and Ekiti States, where high
tech firms are more dominant. A sample size of 2,400 respondents was derived using Taro Yamane’s formula, and a 
stratified random sampling technique was adopted. The study utilized primary data collected through structured 
questionnaires. Descriptive statistics, correlation, and linear regression analyses were employed to test the 
hypothesis at a 0.05 significance level. The findings revealed that the null hypothesis was rejected, indicating that e
commerce payment compatibility has a positive and significant effect on customer satisfaction in high-tech firms (β 
= 0.840, t = 72.643). The study found a positive and significant relationship between e-commerce payment 
compatibility and customer satisfaction in high-tech firms in Southwest Nigeria. Therefore, the study recommends 
that high-tech firms should ensure that their e-commerce payment systems are compatible with commonly used 
devices, operating systems, and digital wallets, as this reduces transaction errors, builds customer trust, and 
promotes customer satisfaction.