EFFECT OF ELECTRONIC PAYMENT ON CUSTOMERS’ EXPERIENCE IN THE COVID-19 ERA IN SOME SELECTED HOTELS IN ENUGU STATE, NIGERIA

Abstract

This study “effect of electronic payment on customers’ experience in the COVID-19 era in some selected hotels in Enugu State, Nigeria” examined the extent of influence of electronic payment in the areas of reduction of the spread of diseases, provision of customers’ convenience on customer service and the facilitation of security in operations of hotels and the extent they restore positive customer relationship and increased customer service and product/service purchase. The objectives of the study among others is to ascertain the extent of electronic payment reduction of the spread of diseases has influenced customer relationship with hotel operation in Enugu state. The population of the study was ninety-five, comprising staff of the selected hotels in Enugu state Nigeria. Questionnaire and oral interview were the instruments used for data collection. The data were analyzed using tables and simple percentage. The findings of the study among others reviewed that the adoption of Electronic payment by the selected hotels in Enugu State, Nigeria curtailed the spread of the COVID-19 disease through the online interactions instead of the physical contacts between hotel operators and their customers across Nigeria and beyond.