Advisers

Angelica E. Beltran

Discipline

Hospitality Management

Abstract

Contactless payment systems have become increasingly common in the hospitality industry as hotels seek to improve service efficiency and guest convenience. This study examined the use of contactless payment at Sequoia Hotel in Quezon City and its relationship with guest experience and overall satisfaction. It focused on GCash, PayMaya, and card payments and assessed guests’ perceptions of their ease of use and usefulness during hotel transactions. The study used a quantitative correlational research design to determine the relationship between contactless payment systems and guest satisfaction. Data were collected through a structured survey questionnaire administered to selected hotel guests who had used contactless payment services during their stay. A Likert scale measured perceptions of convenience, usefulness, reliability, and satisfaction. Frequency and weighted mean summarized the responses, while Pearson’s r measured the strength and direction of the relationship between contactless payment adoption and guest satisfaction. The findings showed that most respondents were middle-aged and that the gender distribution was balanced. Many guests visited the hotel for leisure and stayed in hotels several times each year. Card payment was the preferred contactless method, although respondents were also familiar with GCash and PayMaya. Security was considered the most important feature, while system reliability was identified as an area for improvement. Respondents generally agreed that contactless payment systems were easy to use and made hotel transactions faster and more convenient, and they reported positive satisfaction with their use during the stay. The correlation analysis indicated a significant positive relationship between contactless payment systems and guest satisfaction. Greater perceived efficiency, usefulness, and ease of use were associated with higher satisfaction. Reliable and secure contactless payment technologies may therefore support service quality and the overall guest experience at Sequoia Hotel in Quezon City.

Keywords

guest satisfaction, contactless payment, hotel technology