Fintech and E-Payment Methods in Tourism and Hospitality: Examining Customers' E-Satisfaction, E-Loyalty, and E-Trust During the Travel Experience

Paper Details

Authors: Kamel N.A.; Youssif M.

DOI: 10.26493/2335-4194.19.71-89

Journal: Academica Turistica

Year: 2026

Publisher: University of Primorska

Document Type: Article

Open Access: All Open Access; Gold Open Access

Cited by: 0

Abstract

This study aims to examine the impact of electronic payment methods (EPMs) usage on customers’ e-satisfaction and how their e-satisfaction influences their e-loyalty. Additionally, it investigates the moderating role of customers’ e-trust in the relationship between EPMs usage and customers’ e-satisfaction. The population under study is travellers who have prior experience using e-payment methods within tourism and hospitality transactions in the MENA region (Middle East and North Africa). Data were gathered online from 211 e-payment users using a convenience-based purposive sampling technique. The findings reveal that EPMs usage has a positive and significant impact on customers’ e- satisfaction. Additionally, customers’ e-satisfaction with EPMs has a positive impact on their e-loyalty. Furthermore, the moderating role of e-trust is significant but has a weak effect in the direction of the relationship between EPMs usage and customers’ e-satisfaction. This study provides valuable insights to enrich the existing literature on fintech services and e-payment methods, particularly in the tourism and hospitality industry. It also suggests how finance, tourism, and hospitality businesses can improve customers’ EPM experiences to boost e-satisfaction, e-loyalty, and e-trust. © 2026 University of Primorska. All rights reserved.

Keywords

e-loyalty; e-satisfaction; e-trust; electronic payment methods (EPMs); fintech

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