Customer experience on cashless payment transactions in selected 3- star hotels in the City of Manila
Andrei I. Buenafe, Job Elijeah G. Feliciano, John Josue B. Meguiso, Mark Vince Ivan L. Torre, Sophia C. Olaso, & Rowena A. Lunar
Abstract
This research paper analyzes the importance of cashless payment transactions in selected 3-star hotels in the City of Manila, Philippines. Specifically, the study aimed to assess significant difference in the hotel guests’ frequent use of cashless payment based on their demographics, and their most used form of cashless payment. This paper also shows the considerations the guests have encountered as they use this mode of payment. Using correlational analysis, the study adapted the survey method administered to 300 hotel guests using QR code. The study used simple random sampling in the selection of the participants. The result showed that there is a significant difference between the perceptions and the usage frequency of cashless transactions among the guests when grouped based on their profile, and that the most used cashless transaction is E-wallet. Moreover, the guests consider factors such as speed, accuracy, safety, and staff support, but emphasizing convenience and ease of use when using cashless payment transactions. The result implies the continuous improvement of service that will benefit the hotels company, accommodation staff, service company and guests.
Keywords
cashless payment, hotel management, transactions, hotel, Philippines
Author information & Contribution
Andrei I. Buenafe. Bachelor of Science in International Hospitality Management with Specialization in Cruise Line Operations in Culinary Arts. Lyceum of the Philippines University Manila
Job Elijeah G. Feliciano. Bachelor of Science in International Hospitality Management with Specialization in Cruise Line Operations in Culinary Arts. Lyceum of the Philippines University Manila
John Josue B. Meguiso. Bachelor of Science in International Hospitality Management with Specialization in Cruise Line Operations in Culinary Arts. Lyceum of the Philippines University Manila
Mark Vince Ivan L. Torre. Bachelor of Science in International Hospitality Management with Specialization in Cruise Line Operations in Culinary Arts. Lyceum of the Philippines University Manila
Sophia C. Olaso. Bachelor of Science in International Hospitality Management with Specialization in Cruise Line Operations in Culinary Arts. Lyceum of the Philippines University Manila
Rowena A. Lunar. Corresponding author. Part-time faculty, Pamantasan ng Lungsod ng Pasig, Philippines. Email: morlilunar@gmail.com
"As the principal investigator, Author 1 contributed the most to this study. He oversaw the study's design, survey administration, data analysis, and manuscript writing. Author 2 performed the literature review, helped with data gathering, and helped draft the manuscript. In addition to drafting and editing the text, Author 3 carried out the statistical analysis of data gathered. Author 4 helped with formatting, paper review, and data interpretation. Author 5 helped with research methods, offered technical support, and reviewed the text. The research adviser, Author 6, supervised the study, directed the research process, evaluated the paper, and managed the submission and correspondence with the journal."
Disclosure statement
No potential conflict of interest was reported by the author(s).
Funding
This work was not supported by any funding.
Institutional Review Board Statement
This study was conducted in accordance with the ethical guidelines of Lyceum of the Philippines University - Manila. The conduct of this study has been approved and given relative clearance(s) by the Lyceum of the Philippines University - Manila.
Data and Materials Availability
AI Declaration
The author declares the use of Artificial Intelligence (AI) in writing this paper. In particular, the author used QuillBot in paraphrasing ideas. The author takes full responsibility in ensuring proper review and editing of contents generated using AI.
Notes
Acknowledgement
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Cite this article:
Buenafe, A.I., Feliciano, J.E.G., Meguiso, J.J.B., Torre, M.V.I.L., Olaso, S.C. & Lunar, R.A. (2025). Customer experience on cashless payment transactions in selected 3- star hotels in the City of Manila. Journal of Hospitality, Tourism & Cultural Research, 1(1), 20-38. https://doi.org/10.53378/jhtcr.353173
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