A Comparative Analysis of Transaction Efficiency and Customer Satisfaction Based on Digital and Non-Digital Payment Systems in SMEs

Fajria, Nur (2026) A Comparative Analysis of Transaction Efficiency and Customer Satisfaction Based on Digital and Non-Digital Payment Systems in SMEs. A Comparative Analysis of Transaction Efficiency and Customer Satisfaction Based on Digital and Non-Digital Payment Systems in SMEs, 4 (4). pp. 803-816. ISSN 2961-8428

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Abstract

Technological advancement has driven changes in SME payment systems, shifting from non-digital methods
toward digital payments. However, not all business operators adopt digital payments, as differences in technology
readiness, business characteristics, and the habits of SME operators and customers have caused both methods to
remain in use. This study aims to compare digital and non-digital payments in SMEs and analyze their effects on
transaction efficiency and customer satisfaction. A qualitative method with a phenomenological approach was
employed to understand SME operators’ direct experiences using both payment methods. Data were collected
through in-depth interviews, direct observation, and documentation, then analyzed using thematic analysis. The
results indicate that digital payments are superior in transaction efficiency due to automated processes; in contrast,
non-digital payments show inconsistent efficiency owing to manual processes, purchase quantities, and customer
volume. In terms of customer satisfaction, no single payment method comprehensively improves satisfaction;
rather, satisfaction is limited to specific customer groups and is influenced by customer habits and digital literacy.
These findings constitute the study’s novelty, indicating that payment system success in SMEs is not solely
determined by technology use, but also by the characteristics of the customers served. Accordingly, this study
suggests that offering both digital and non-digital payments simultaneously is the most effective strategy for SMEs
to meet diverse customer needs.

Item Type:	Article
Uncontrolled Keywords:	Customer Satisfaction, Digital Payments, Non-Digital Payments, Transaction Efficiency.
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HG Finance T Technology > TA Engineering (General). Civil engineering (General)
Divisions:	Fakultas Sosial dan Humaniora > S1 Ekonomi
Depositing User:	Unnamed user with email fajriafajria05@gmail.com
Date Deposited:	19 Oct 2026 03:26
Last Modified:	19 Oct 2026 03:26
URI:	https://repository.unuja.ac.id/id/eprint/4935

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