IMPACT OF DIGITAL PAYMENTS ON SHOPPING EXPERIENCE IN SHOPEE: BASIS FOR ENHANCING PAYMENT INTEGRATION STRATEGIES

Abstract

This study investigated the influence of digital payment systems on the shopping experiences of Shopee users in North Caloocan, utilizing a descriptive quantitative research design based on the Technology Acceptance Model (TAM). The study utilized quota sampling with 100 Shopee users and employed survey questionnaires as the main data collection tool. It explored key aspects of digital payment systems, including available payment modes, perceived usefulness, perceived ease of use, overall user experience, security concerns, and commonly encountered issues. The study revealed that e-wallets and payment centers were the most frequently used digital payment methods among Shopee users, followed by credit/debit cards and online banking. In contrast, international platforms like Google Pay and Apple Pay remained less popular. Respondents strongly agreed that digital payments were useful, particularly for their efficiency and time-saving features, and generally found them easy to use. However, concerns were raised about areas needing improvement, such as refund processing and customer support. A significant positive correlation (r = 0.7434, p = .00001) was found between digital payments and the overall shopping experience on Shopee. Users appreciated the speed of transactions, diverse payment options, and secure features, although issues such as transaction errors, technical glitches, and payment delays were reported to undermine trust. Drawing from the results, the study recommends key strategies to optimize Shopee’s digital payment system. These include establishing a loyalty rewards program, integrating QR code-based transactions, enhancing refund process transparency, upgrading customer support through video-based assistance, broadening access for unbanked consumers, and reinforcing fraud protection using biometric security. While the current system significantly enhances the shopping experience, the study concludes that addressing issues related to usability, support, and inclusivity is crucial for maximizing user satisfaction and promoting long-term adoption.