The impact of digital payment systems on customer retention in retail stores: A study of supermarkets in Kano State
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Background of the Study
Digital payment systems have revolutionized retail transactions by providing customers with convenient, secure, and efficient payment options. In Kano State, supermarkets are increasingly adopting these systems to improve customer experience and streamline their payment processes. The integration of digital payment options such as mobile money, card payments, and online wallets offers significant advantages for both retailers and customers, including faster checkout, reduced human error, and enhanced financial tracking (Suleiman et al., 2024).
Customer retention is a key goal for supermarkets, as it is more cost-effective to retain existing customers than to attract new ones. Digital payment systems can play a crucial role in enhancing customer loyalty by offering convenience, rewards programs, and personalized experiences. Additionally, digital payments provide retailers with valuable data on customer spending patterns, which can be used to improve marketing strategies and inventory management. However, despite these benefits, the impact of digital payment systems on customer retention in supermarkets in Kano State has not been sufficiently explored, especially in the context of local consumer behaviors and preferences.
This study will examine the impact of digital payment systems on customer retention in supermarkets in Kano State, exploring how these systems affect customer loyalty, satisfaction, and shopping frequency. By understanding the role of digital payments in customer retention, the study aims to provide practical insights for supermarkets looking to enhance customer loyalty through digital payment options.
Statement of the Problem
While digital payment systems have been widely adopted by supermarkets, there is limited research on how these systems specifically influence customer retention in Kano State. Many supermarkets are still exploring the best ways to integrate these technologies into their operations. This study seeks to investigate the direct impact of digital payment options on customer retention and loyalty in Kano State supermarkets.
Objectives of the Study
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To evaluate the impact of digital payment systems on customer retention in supermarkets in Kano State.
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To assess the relationship between digital payment convenience and customer satisfaction in supermarkets in Kano State.
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To explore the role of digital payment systems in enhancing customer loyalty and repeat business in Kano State supermarkets.
Research Questions
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How do digital payment systems affect customer retention in supermarkets in Kano State?
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What is the relationship between digital payment convenience and customer satisfaction in supermarkets in Kano State?
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How do digital payment systems contribute to customer loyalty and repeat business in supermarkets in Kano State?
Research Hypotheses
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Digital payment systems significantly improve customer retention in supermarkets in Kano State.
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There is a positive relationship between the convenience of digital payment systems and customer satisfaction in supermarkets in Kano State.
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Digital payment systems lead to higher customer loyalty and repeat business in supermarkets in Kano State.
Scope and Limitations of the Study
The study will focus on supermarkets in Kano State that have implemented digital payment systems. Limitations may include variability in customer behavior and possible biases in survey responses regarding customer satisfaction and loyalty.
Definitions of Terms
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Digital Payment Systems: Electronic methods of payment such as mobile wallets, card payments, and online payment platforms used by consumers in retail transactions.
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Customer Retention: The ability of a business to keep existing customers and encourage repeat purchases.
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Customer Satisfaction: The degree to which customers feel that their expectations are met by a retail store.
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Loyalty Programs: Reward-based programs designed to encourage customers to return and make repeat purchases.
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