A Study to Measure the Mediating Role of Trust Factor on the Relationship Between Customer Satisfaction and Attitude of Customers Towards the Usage of Plastic Money

The study aims to measure the relationship between customer satisfaction and their attitude towards the usage of plastic money and also to measure the mediating impact of trust factor on this relationship. The study was based on the perceptions of the plastic money users from capital of India i.e. New Delhi, using structured questionnaire distributed to the customers of fifty branches of public and private sector banks operating in New Delhi. Researcher has used factor analysis to determine the factors which have an influence over the customer satisfaction, regression analysis and partial regression to examine the mediating effect of the trust factor. Study revealed that the attitude of the customers towards the usage of plastic money get significantly influenced by their satisfaction towards the plastic money, and trust factor significantly mediates this relationship. Factors which affect the satisfaction level of the customers were found to be mainly; time factor, cost factor, convenient, reward points or offers, and variety of services. The study was limited to one city only, and the sample unit were the customers of the banks only