International Journal of Sub-Saharan African Research (IJSSAR)

Background: The rapid growth of digital payment systems in Nigeria has led to an increase in the adoption of Point of Sale (POS) services, particularly in urban areas like Awka, Anambra State. Commercial POS operators have become a crucial part of the payment ecosystem, providing convenient and accessible financial services to customers. However, the success of these operators depends on their ability to attract and retain customers. Customer satisfaction is a key factor that influences patronage decisions, yet there is limited research on its impact on POS operators in Awka, Anambra State, Nigeria.
Objective: This study evaluated satisfaction as a determinant of customers’ patronage of commercial ‘POS’ operators in Awka, Anambra State, Nigeria
Method: This study was anchored on technological determinism theory and perception theory. Also, descriptive survey research design was adopted, using online questionnaire for data collection. A sample size of 399 was obtained from a population of 430,200 residents of Awka metropolis. Data were obtained and analysed on a frequency table of 4 points Likert scale, using mean deviation and percentages.
Result: The study found that Awka residents derive satisfaction from the services rendered to them by commercial POS operators. Also, it was found that the satisfaction derived by Awka residents influences their high patronage of commercial POS operators.
Conclusion: The study concluded that the level of the respondents’ patronage of commercial POS operators in Awka metropolis is very high. This was necessitated by the high level of Awka residents’ satisfaction with the services rendered to them by commercial POS operators. It is this perceived satisfaction derived by Awka residents that influences their high patronage of commercial POS operators.
Unique Contribution: The study highlighted the fact that POS operation filled a huge economic hole created by the exponential increase in Bank customers and the recent implementation of the central bank of Nigeria’s (CBN) cashless policy. From the positive result earned by this initiative, CBN, other government agencies and the private sector will be encouraged to create similar alternatives in other facets of our socio-economic life.
Key Recommendation: The study recommends that government should encourage the commercial POS operators through appropriate incentives and zero or little taxes to assist in providing them with the ease of doing business.