Title: Online payment service providers and customer relationship management

Authors: Alan D. Smith

Addresses: Department of Management and Marketing, Robert Morris University, Pittsburgh, PA 15219–3099, USA

Abstract: With the rise of e-commerce, online payment service providers, such as PayPal, have proven to be an effective tool for online transactions. A personal interview of 190 semi-professional and professional working adults within the metropolitan area of Pittsburgh, PA, derived from several companies in the service sectors. A total of 20 variables were collected and represented in the final analysis of the dataset. Using chi-square and multiple linear regression techniques during the hypothesis-testing procedure, with active enrolment in PayPal online payment services as the dependent variable, yielded interesting results. Customer Relationship Management (CRM) is an important part of online payment service providers| future. As evident in the present study, many potential customers still opt for a more costly transactional approach by paying for online purchases with a credit card instead of signing up for an online payment service account.

Keywords: customer relationship management; CRM; e-commerce; e-tailers; online auctions; online payment options; PayPal; e-payment; electronic commerce; online transactions; online purchases; credit cards.

DOI: 10.1504/IJEF.2008.020597

International Journal of Electronic Finance, 2008 Vol.2 No.3, pp.257 - 283

Published online: 01 Oct 2008 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article