Advisers

Blezsl Nilo

Discipline

Hospitality Management

Abstract

This study examined the effectiveness of mobile payment systems in improving customer convenience at Jollibee SM Novaliches. It was anchored in the Technology Acceptance Model, which considers perceived usefulness, perceived ease of use, perceived risk, trust, and intention to use e-wallets. The study also used an Input–Process–Output framework to illustrate how these factors relate to customer convenience. The study used a descriptive-correlational research design to examine the relationship between mobile payment systems and customer convenience. The respondents were thirty-nine (39) Jollibee customers selected through simple random sampling. Data were collected using a structured survey questionnaire and analyzed with statistical tools to identify trends and relationships. The findings showed that GCash and Maya were perceived as highly effective across all Technology Acceptance Model dimensions, with composite means ranging from 3.51 to 3.74. Perceived usefulness received the highest rating, followed by perceived ease of use; perceived risk, trust, and intention to use also received strong agreement ratings. For customer convenience, transaction speed ranked highest, while accessibility and reliability were also rated effective. A moderate positive relationship was found between mobile payment effectiveness and customer convenience (r = 0.3598). The computed p-value of 0.02445 was below the 0.05 significance level, indicating a statistically significant relationship. The findings suggest that the perceived effectiveness of mobile payment systems was positively associated with customer convenience, particularly through shorter waiting times, greater transaction efficiency, and stronger trust in digital transactions. Continued system improvements may further support customer satisfaction and service quality in fast-food establishments such as Jollibee.

Keywords

Effectiveness, mobile payment, customer convenience