The quality of e-payment services offered by mobile companies: the Syrian evidence

Figures & data

Table 1. Respondents’ demographical characteristics (created by the authors).

Characteristic	Respondents number	Percentage (%)
Gender	133	100
Female	102	76.7
Male	31	23.3
Age category	133	100
Less than 20	3	2.3
20–29	92	69.2
30–39	22	16.5
40–49	6	4.5
50–59	7	5.3
60 and above	3	2.3
Monthly Income	133	100
Less than SP100,000	16	12
SP100,000-SP500,000	26	19.5
SP500,001-SP1 million	61	45.9
Over SP1 million	30	22.6
Education level	133	100
Technical degree	1	0.8
Bachelorette	19	14.3
University Bachelor	67	50.4
Master	29	21.8
PhD	8	6
Others	9	6.8

Table 2. Exploratory factor analysis and reliability test (created by the authors).

Code	Item	Factor loadings				Variance		Cronbach’s Alpha
		F1	F2	F3	F4	Explained	Eigenvalues
Ease of use
E1	E-payment service through mobile companies is fast.	0.778				48.368	1.935	0.641
E2	I can always pay quickly through mobile companies.	0.624
E3	I find e-payment through mobile companies easy.	0.553
E4	I find e-payment through mobile companies flexible.	0.797
Reliability
R1	I highly trust e-payment through mobile companies.		0.86			57.068	2.283	0.738
R2	E-payment through mobile companies is reliable.		0.817
R3	I can perform my e-payment from the first time.		0.682
R4	E-payment through mobile companies is always available and functional.		0.64
Security & Privacy
S1	E-payment through mobile companies does not allow others to penetrate my account.			0.719		54.86	2.743	0.793
S2	E-payment through mobile companies is secure.			0.739
S3	E-payment through mobile companies protects information sent by me.			0.71
S4	E-payment through mobile companies insures my privacy.			0.769
S5	E-payments through mobile companies do not share my personal data.			0.764
Responsiveness
P1	E-payment through mobile companies is available 24/7				0.799	54.937	2.747	0.793
P2	The response to e-payments through mobile companies is prompt.				0.700
P3	Assistance is available instantly in case of a problem.				0.724
P4	Mobile companies answer queries quickly regarding e-payment services.				0.698
P5	The customer service team in mobile companies is empathetic in responding to complaints on e-payment services.				0.779

Table 3. Respondents’ view regarding ease of use (created by the authors).

Statement code	Average	Standard Deviation	T-statistics	P-value
E1	2.98	1.007	−0.172	0.864
E2	3.14	0.877	1.779	0.077
E3	3.41	0.896	5.223	<0.001
E4	2.94	0.998	−0.695	0.488
Overall	3.12	1.022	2.046	0.043

Table 4. Respondents’ view regarding reliability (created by the authors).

Statement	Average	Standard Deviation	T-statistics	P-value
R1	3.55	0.857	7.387	<0.001
R2	3.55	0.812	7.800	<0.001
R3	3.40	0.825	5.569	<0.001
R4	3.17	0.973	2.049	0.042
Overall	3.42	0.650	7.399	<0.001

Table 5. Respondents’ view regarding security and privacy (created by the authors).

Statement	Average	Standard Deviation	T-statistics	P-value
S1	3.27	0.906	3.447	<0.001
S2	3.51	0.910	6.482	<0.001
S3	3.50	0.926	6.272	<0.001
S4	3.41	0.970	4.830	<0.001
S5	3.45	0.857	6.071	<0.001
Overall	3.43	0.677	7.306	<0.001

Table 6. Respondents’ view regarding responsiveness (created by the authors).

Statement	Average	Standard Deviation	T-statistics	P-value
P1	3.50	0.893	6.409	<0.001
P2	3.44	0.882	5.702	<0.001
P3	3.35	0.879	4.536	<0.001
P4	3.24	0.897	3.092	0.002
P5	3.58	0.855	7.812	<0.001
Overall	3.42	0.652	7.419	<0.001

Table 7. Anova test for equality of means according to demographical characteristics (created by the authors).

Dimension	F-statistic	P-value
Age
Easy of use	0.334	0.892
Reliability	0.109	0.990
Security and Privacy	0.330	0.894
Responsiveness	0.899	0.484
Sex
Easy of use	6.269	0.014**
Reliability	11.708	<0.001***
Security and Privacy	2.888	0.011**
Responsiveness	5.302	0.023**
Monthly Income
Easy of use	0.224	0.880
Reliability	0.114	0.952
Security and Privacy	1.051	0.372
Responsiveness	2.092	0.104
Education level
Easy of use	2.053	0.076*
Reliability	0.770	0.573
Security and Privacy	1.232	0.298
Responsiveness	1.540	0.182

Note:***,**,* indicates significance at 1%, 5%, and 10% respectively.

Table 8. The means of e-payment service quality dimensions according to sex.

Dimension	Female	Male
Easy of use	3.1936	2.8629
Reliability	3.5196	3.0806
Security and Privacy	3.5098	3.1613
Responsiveness	3.4902	3.1871

Data availability statement

The data that support the findings of this study are available from the corresponding author, SM, upon reasonable request.