Examining the influence of service quality on the factors that affect consumer satisfaction in cloud-based payment systems in Australia

Cloud-based payments, also known as online payments, have experienced a significant global increase in recent years. These payment systems offer greater convenience and flexibility compared to traditional methods and are considered a step forward in the payment process. However, in Australia, adoption rates of cloud-based payment systems (CBPS) are lower than in other countries. This may be due to dissatisfaction with current payment methods or a lack of awareness of the advantages of using cloud-based payment systems. To gain insight into this issue, a qualitative research method using semi-structured interviews was employed, based on the Technology Acceptance Model (TAM) constructs of perceived usefulness and perceived ease of use. The results pointed out that while Australians generally trust their banks, they are concerned about extra fees and the lack of education on mobile payment usage. Electronic devices are found to be convenient, useful, and easy to use. The study suggests that financial service providers can improve service quality by implementing advanced technologies and enhancing security measures. Overall, the findings suggest that while Australians generally report satisfaction with their financial service providers, there is still scope for enhancing the service quality and education regarding new payment methods.