ASSESSING THE INFLUENCE OF DIGITAL PAYMENTS SYSTEMS ON CUSTOMER SATISFACTION IN PETROLEUM RETAIL OUTLETS IN AKWA IBOM STATE, NIGERIA.

In an increasingly cashless economy, digital payment systems have become essential for enhancing service delivery in retail sectors, including petroleum retail outlets. In Nigeria, particularly in Akwa Ibom State, the adoption of digital payment platforms such as POS, mobile transfers and USSD codes has reshaped how customers interact with fuel service providers. As customer expectations for speed, reliability and convenience grow, the performance of these digital systems plays a critical role in shaping satisfaction levels. The main objective of this study was to examine the influence of digital payments systems on customer satisfaction of the petroleum retail outlets in Akwa Ibom State. To achieve this objective, the main source of data was through primary source with the use of questionnaire. The researcher adopted the survey research design approach and data were collected from 323 respondents drawn from the petroleum firms’ customers’ base. A total number of 317 copies of the questionnaire were retrieved in useable form representing 98.1 percent of data analyzed using the Simple Regression Model (SRM). Data generated from the study were processed using descriptive and inferential statistics and hypotheses tested at 0.05 level of significance. Findings revealed that digital payments systems had significant influence on customer satisfaction of the petroleum retail outlets in Akwa Ibom State. Thus, the study recommended that petroleum marketers in the state should Offer a range of accessible payment methods including POS, USSD, mobile transfers, QR codes and digital wallets to accommodate customer preferences. They should also keep payment systems functional during both peak and off-peak hours to avoid service delays.