Factors Affecting the Adoption of Cashless Payment among Guests in the Malaysian Hotel Industry

Abstract

Cashless systems have grown in importance in globalisation since they facilitate financial transactions. Most individuals favour cashless-payment options, especially when purchasing and booking hotel rooms. However, many hotel guests are concerned about cashless payment systems due to increasing data breaches and identity theft. Therefore, it is important to understand Malaysian hotel guests' challenges in adopting cashless practices. the purpose of this study is to identify the applications of cashless payment and the factors that influence its adoption among the Malaysian hotel guests. Convenient sampling has been employed in this study to choose appropriate respondents, and the screening criteria have been incorporated into the instrument. A total of 389 online questionnaires from Malaysian hotel guests have been collected. The result indicates that debit cards are the most often used payment option for hotel guests. Perceived enjoyment, perceived security, and perceived usefulness have all shown positive correlations. Accordingly, Malaysian hotel guests are familiar with the cashless electronic payment method because it provides a quick way to make payments using technology gadgets. This study also includes suggestions and initiatives for the benefit of stakeholders.