Abstract
The purpose of this study was to measure the factors influencing consumer perception of cross-border payment services in Cambodia, particularly the effects of benefit, security, trust, problem, and satisfaction on shaping consumer perception and adoption of these services among Cambodian bank users. A quantitative method was employed by distributing structured questionnaires through an online platform. The study used convenience sampling, targeting professional respondents with experience using cross-border payment services. A total of 340 valid responses were collected through Telegram and physical distribution. The data were analyzed using SPSS, including descriptive statistics, reliability testing, correlation analysis, and multiple regression. The findings revealed that benefit (BEN), trust (TRU), and satisfaction (SAF) had positive and statistically significant influences on consumer perception of cross-border payment services, whereas security (SEC) and problem (PB) were not statistically significant predictors. Among these factors, satisfaction was found to be the strongest determinant of consumer perception. These findings emphasized the importance of providing tangible benefits, building trust, and enhancing user satisfaction to strengthen consumer acceptance of cross-border payments. The results provided important insights for banks and financial institutions seeking to increase the adoption of cross-border payment systems by communicating service benefits, improving customer satisfaction, and maintaining transparent and trustworthy relationships with users. Furthermore, policymakers could support adoption by implementing financial education programs, establishing regulations that strengthened consumer trust, and promoting compatibility with regional payment systems. However, the study was limited to a convenience sample consisting mainly of individual and digitally literate respondents in Phnom Penh, which might not have represented the wider Cambodian population. Additionally, only five independent variables were examined. Future research was recommended to expand the sample, adopt mixed-method approaches, and investigate additional variables to provide a more comprehensive understanding of consumer perception of cross-border payment services.
Keywords: Cross-border payment, Consumer’s conception, Digital Banking
About the presenter
She earned her first bachelor’s degree in Finance and Banking in 2025 from ACLEDA University of Business. She is currently pursuing a second bachelor’s degree in Professional Communication at the Institute of Foreign Languages (IFL), with an expected completion in 2026. She has completed several internships as a reporter and operations assistant in microfinance institutions (MFIs) and ACLEDA Bank, gaining valuable insights into corporate operations and the financial market. She is currently a staff member in the Research and Incubation Unit at ACLEDA University of Business, where she supports thesis students and contributes to various research-related activities. Her responsibilities include conducting article research and managing digital content, such as website updates and audience engagement.
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