ISSN: 2222-6990
Open access
Cashless systems have grown in importance in the globalisation period since they facilitate financial transactions. The majority of individuals favour cashless-payment options these days, especially when making purchases 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 the challenges Malaysian hotel guests face 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 indicate that debit cards are the most often used payment option for guests staying in hotels. Perceived enjoyment, perceived security, and perceived usefulness have all shown positivecorrelations. Accordingly, Malaysian hotel guests are familiar with the cashless method of the electronic payment because it provides a quick way to make payments using technology gadgets. This study also includes suggestions and initiatives for the benefit of stakeholders.
Agarwal, R., & Karahanna, E. (2000). Time Flies when you’re having fun: Cognitive absorption and beliefs about information technology usage. MIS Quarterly, 24(4), 665.
Al-Gahtani, S. S. (2003). Computer Technology adoption in Saudi Arabia: Correlates of perceived innovation attributes. Information Technology for Development, 10(1), 57– 69.
Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan. Journal of Enterprise Information Management, 29(1), 118
–139.
Andrew, J. V., Ambad, S., Abdullah, N. S., Nordin, S., & Esther Tan, K. (2021). A systematic review of E-wallet usage intention: Integrating UTAUT2 with perceived security. Jurnal Intelek, 16(1), 124–133.
Balakrishnan, V., & Shuib, N. L. (2021). Drivers and inhibitors for digital payment adoption using the cashless society readiness-adoption model in Malaysia. Technology in Society, 65, 101554.
Balog, A., & Pribeanu, C. (2010). The role of perceived enjoyment in the students’ acceptance of an augmented reality teaching platform: A structural equation modelling approach. Studies in Informatics and Control, 19(3).
Bhandari, P. (2023a). Correlational research: When & how to use. Scribbr. https://www.scribbr.com/methodology/correlational-research/
Bhandari, P. (2023b, June 22). Questionnaire design: Methods, question types & examples.
Scribbr. https://www.scribbr.com/methodology/questionnaire/
Bruner, G. C., & Kumar, A. (2005). Explaining consumer acceptance of handheld internet devices. Journal of Business Research, 58(5), 553–558.
Chin, L. P., & Ahmad, Z. A. (2015). Perceived enjoyment and Malaysian consumers’ intention to use a single platform e-payment. SHS Web of Conferences, 18, 01009. Chuttur M.Y. (2009).
Chuttur, M. (2009). Overview of the technology acceptance model: Origins, developments and future directions. Sprouts: working papers on information systems. 9 (37)
Davis, F. D. (1989a). Perceived usefulness, perceived ease of use, and user acceptance of Information Technology. MIS Quarterly, 13(3), 319.
Davis, F. D. (1989b). Perceived usefulness, perceived ease of use, and user acceptance of Information Technology. MIS Quarterly, 13(3), 319.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982–1003.
De Luna, I. R., Liébana-Cabanillas, F., Sánchez-Fernández, J., & Muñoz-Leiva, F. (2019). Mobile payment is not all the same: The adoption of mobile payment systems depending on the technology applied. Technological Forecasting and Social Change, 146, 931–944.
Durkin, A. (2020). Toward a global cashless economy. Global Trade Magazine. https://www.globaltrademag.com/toward-a-global-cashless-economy/
Enck, W., Ongtang, M., & McDaniel, P. (2009). On Lightweight Mobile Phone Application Certification. Proceedings of the 16th ACM Conference on Computer and Communications Security. https://doi.org/10.1145/1653662.1653691
Fintech News Malaysia. (2019, February 26). How cashless is Malaysia right now?. Fintech News Malaysia. https://fintechnews.my/19964/payments-remittance- malaysia/cashlessmalaysia-credit-debit-card-e-wallet-money/
Gefen, Karahanna, & Straub. (2003). Trust and tam in online shopping: An integrated model.
MIS Quarterly, 27(1), 51.
Ginantra, N. L. W. S., Simarmata, J., Purba, R. A., Tojiri, M. Y., Duwila, A. A., Siregar, M. N. H., Nainggolan, L. E., Marit, E. L., Sudirman, A., & Siswanti, I. (2020). Teknologi Finansial Sistem Finansial Berbasis Teknologi di Era Digital. Yayasan Kita Menulis.
Glowka, M., Kosse, A., & Szemere, R. (2023). Digital payments make gains but cash remains. Bank International Statements.
https://www.bis.org/statistics/payment_stats/commentary2301.pdf
Halim, F., Efendi, Butarbutar, M., Malau, A. R., & Sudirman, A. (2020). Constituents Driving Interest in Using E-Wallets in Generation Z. Proceeding on International Conference of Science Management Art Research Technology, 1(1), 101–116.
Hospitality (Hotels and Tourism). Malaysian Investment Development Authority. (2022, June 21). https://www.mida.gov.my/industries/services/hospitality-hotels-and-tourism/
Indu, P. V., & Vidhukumar, K. (2020). Research designs-an overview. Kerala Journal of Psychiatry, 32(1).
Ishak, I. (2020). Determinant in acceptance of cashless payment: An empirical study in Malaysia.
International Journal of Psychosocial Rehabilitation, 24(4), 4683–4692.
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564.
Kim, M. J., & Hall, C. M. (2019). A hedonic motivation model in virtual reality tourism: Comparing visitors and non-visitors. International Journal of Information Management, 46, 236–249.
Malaysia going cashless fast. Tranglo. (2023, October 12). https://tranglo.com/blog/malaysia- going-cashless-fast/
Maranguni?, N., & Grani?, A. (2014). Technology acceptance model: A literature review from 1986 to 2013. Universal Access in the Information Society, 14(1), 81–95.
Mohamed, M., Sa’ad, S., Syed A. Rahman, S. N. M., & Zakaria, A. F. R. (2020). Customer acceptance of cashless payment in Kemaman. International Journal of Synergy in Engineering and Technology, 1(1). Retrieved from
https://tatiuc.edu.my/ijset/index.php/ijset/article/view/15
Nguyen, T. D., & Huynh, P. A. (2017). The roles of perceived risk and trust on E–payment adoption. Econometrics for Financial Applications, 926–940.
Ong, S. (2019, April 4). Cashless payments to grow strongly amid slow adoption in Malaysia. The Malaysian Reserve. https://themalaysianreserve.com/2019/04/04/cashless- payments-to-grow-strongly-amid-slow-adoption-in-malaysia/
O’Dell, D. G., & Sulastri, T. (2019). The impact of using the internet for learning for students with technology acceptance model (TAM). International Journal of Environment, Engineering and Education, 1(2), 46–52.
Pavlou, P. A. (2003). Consumer acceptance of Electronic Commerce: Integrating Trust and Risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101–134.
Pikri. (2018, July 20). How many E-wallets is too many wallets in Malaysia?. Fintech News Malaysia. https://fintechnews.my/17900/payments-remittance-malaysia/e-wallets- digital-payment-malaysia-saturated/
Putri, D. E., Sinaga, O. S., Sudirman, A., Augustinah, F., & Dharma, E. (2022). Analysis of the effect of perceived ease of use, perceived usefulness, trust, and Cashback promotion on intention to use E-wallet. International Journal of Economics, Business and Management Research, 06(11), 63–75.
Rahman, M., Ismail, I., & Bahri, S. (2020). Analysing consumer adoption of cashless payment in Malaysia. Digital Business, 1(1).
Runkel, C. (2020, August 4). Pandemic catalyzes transition to cashless benefits. Yale School of Management. https://som.yale.edu/blog/pandemic-catalyzes-transition-to-cashless- benefits#:~:text=Health%20concerns%20and%20the%20sudden,efforts%20as%20eff ective%20as%20possible.
Singh, N., Sinha, N., & Liébana-Cabanillas, F. J. (2020). Determining factors in the adoption and recommendation of Mobile Wallet Services in India: Analysis of the effect of innovativeness, stress to use and social influence. International Journal of Information Management, 50, 191–205.
Some key challenges of a cashless society. NCR. (2021, February 9). http://www.ncr.com/blogs/banking/cashless-society
Sugar, J. F. (2016). The Influence of Perceived Usefulness, Perceived Ease of Use and Perceived Enjoyment to Intention to Use Electronic Money in Manado. Jurnal Emba : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 4(2), 395–517.
Suhaimi, N. A., Mat Nawi, N., & Wan Kamarudin, W. N. (2022). Determining the Use of Cashless Payment Methods and The Contributing Factors: Hotel Guests’ Perspectives in Malaysia. International Journal of Accounting, Finance and Business (IJAFB), 7(41), 198 - 208.
Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39, 199–219.
Susanto, E., Novianti, S., Rafdinal, W., Prawira, M. F., & Septyandi, C. B. (2020). Visiting tourism destination: Is it influenced by smart tourism technology?. Journal of Indonesian Tourism and Development Studies, 8(3), 145–155.
Taber, K. S. (2018). The use of cronbach’s alpha when developing and reporting research instruments in science education. Research in Science Education, 48(6), 1273–1296.
Titalessy, P. B. (2020). Cashless payments and its impact on inflation. Advances in Social
Sciences Research Journal, 7(9), 524–532.
To, A. T., & Trinh, T. H. (2021). Understanding behavioral intention to use Mobile Wallets in Vietnam: Extending the TAM model with trust and enjoyment. Cogent Business & Management, 8(1).
Venkatesh, Morris, Davis, & Davis. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425.
Venkatesh, Thong, & Xu. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of Technology. MIS Quarterly, 36(1), 157.
Wiradinata, T. (2018). Mobile Payment Services Adoption: The role of Perceived Technology Risk. 2018 International Conference on Orange Technologies (ICOT). https://doi.org/10.1109/icot.2018.8705859
Wisniewski, T. P., Polasik, M., Kotkowski, R., & Moro, A. (2021). Switching from cash to cashless payments during the COVID-19 pandemic and beyond. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3794790
(Dzia-Uddin et al., 2024)
Dzia-Uddin, D. N., Aziz, A. N. A., Zaiyadi, A. A. A. A., Muhmad, S. N., Minghat, A. D., & Anuar, J. (2024). Factors Affecting the Adoption of Cashless Payment among Guests in the Malaysian Hotel Industry. International Journal of Academic Research in Business and Social Sciences, 14(5), 1668–1685.
Copyright: © 2024 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seenavc at: http://creativecommons.org/licences/by/4.0/legalcode