Advisers

Roland Rambo B. Jayoma, MBA, CHP

Discipline

Hospitality Management

Abstract

This study investigated the adoption of cashless payments among customers of Modern Shang, a casual dining restaurant located in Quezon City, as a basis for improving digital payment integration and enhancing customer convenience. Cashless payments, such as debit cards, credit cards, and electronic wallets, have become widely used alternatives to traditional cash transactions. This study focused on assessing the level of cashless payment adoption among Modern Shang customers by examining key factors such as frequency of use, ease of transaction, perceived security, accessibility, and availability, and determining the difference between customer demographics and their level of adoption. The study employed a descriptive–correlational research design to analyze customer adoption of cashless payment without manipulating variables. The respondents of the study consisted of thirty (30) customers of Modern Shang who had experience using cashless payment methods at the restaurant. Data were gathered using a structured survey questionnaire divided into three main parts: demographic profile, level of adoption of cashless payments, and problems encountered with cashless payments. Statistical tools such as frequency and percentage distribution, weighted mean, ranking, and ANOVA (Analysis of Variance) were used to analyze the data. The study found that a most respondents preferred cashless payment over cash, with debit and credit cards the most commonly used payment methods, followed by e-wallets. Respondents reported regularly using cashless payment methods because they allow faster, more convenient transactions. The ease of transaction and accessibility were rated positively, indicating that cashless payments were simple, efficient, and readily available. However, perceived security received comparatively lower ratings, reflecting concerns regarding transaction delays, system errors, and data security risks. The study concluded that the adoption of cashless payments among Modern Shang customers is generally high, particularly in terms of frequency of use, ease of transactions, and accessibility. However, concerns related to perceived security and technical reliability remain barriers. The study recommends strengthening digital payment integration by ensuring stable internet connectivity, maintaining updated payment terminals, and providing clear transaction confirmations to enhance customer trust and satisfaction.

Keywords

cashless payment, customer adoption, casual dining restaurant, digital payment