Pilar C. Caronan, Editha Pagulayan
ABSTRACT
This study examines the challenges influencing the utilization of digital payment methods, particularly mobile wallets, among the member-consumers of Cagayan 1 Electric Cooperative (CAGELCO 1). While the cooperative has adopted digital platforms to streamline bill payments and enhance customer convenience, the use of these technologies presents both opportunities and difficulties. A qualitative research design was employed to gain an in-depth understanding of consumers’ experiences with digital payments in CAGELCO 1, with particular attention to their perspectives and the common errors committed when using online platforms. In addition, descriptive research was utilized to analyze the respondents’ assessments of digital payment systems. Data were collected through a structured process using questionnaires and interviews, and the responses were examined through thematic analysis focusing on the lived experiences of CAGELCO 1 consumers. The findings indicate that the effectiveness of digital payments depends not only on the availability of technology but also on the preparedness, awareness, and capability of users. To ensure a successful transition toward fully digital payment solutions, there is a need for targeted consumer education, user-friendly interface designs, and robust customer support systems that minimize errors and maximize the advantages of digital platforms.
Keywords: customer convenience, digital literacy, digital payment methods, utilization
https://doi.org/10.57180/aosf5333