Reliability' of Online Payment Process - A Study of End User'S Psychology

Abstract

Reliability is an abstract term and often used in the stream of engineering as a performance measure. In behavioural science when we talk about reliability what does it actually mean? Which parameters can be used to measure the term reliability? What are the major dimensions of the term 'reliability'? A conceptual framework of the term 'reliability' has been designed using two phases. In first phase analyzing the literatures and interviewing frequent online shoppers, it was found that from end user's perspective e-payment process consists of four stages, each stage having some reliability component associated. In the second phase questionnaire consisting of nineteen questions was circulated to get data on customer perception about reliability of e-payment process. Five major factors were explored. The results show customers perceive rectification of errors in time and with least intervention from their end is the greatest influencer of reliability of e-payment process. Confidentiality of customers' personal and financial data is the next most important dimension of reliability of e-payment. Online shoppers perceive that a timely confirmation of their e-payment should be in process to add reliability to the system and a proper authentication technique can improve the overall reliability of the e-payment process.