Advisers

Eugenio P. Bayani Jr., LPT, MBA

Discipline

Business

Abstract

The fast growth and adoption of GCash have reshaped how businesses operate, especially those in the small food service sector like Master’s Shawarma Station in Novaliches, Quezon City. This mobile wallet and financial super app offer quicker, more convenient and safer alternatives to traditional cash transactions, which can improve both efficiency and customer satisfaction. This study evaluated how this mobile wallet influences transaction efficiency and looks for ways to help address the challenges the customers encounter and improve efficiency. This study applied descriptive research design, with structured survey questionnaires as the primary tool for data collection. These questionnaires were distributed to 30 respondents using purposive sampling to ensure that only those customers who have prior experience in using GCash and have used it during their transaction. The data gathered were carefully arranged, analyzed, and summarized using statistical tools such as frequency and percentage, weighted mean and ranking to assess the role of GCash in transaction efficiency. Based on the findings, the majority of the customers of Master’s Shawarma Station are young adults, aged 18-24 years old, with mostly females. In general, customers think GCash is useful in terms of convenience, speed, and user-friendliness. They also agreed that Gcash is effective in improving efficiency, reducing waiting time, and simplifying the payment process. However, some of the most identified problems are unavailable systems, limited payment options, and slow internet connection. Despite this, results showed that GCash had a positive impact on transaction efficiency and were widely accepted by customers. The study concludes that a positive view of customers reflects the growing acceptance and reliance on online payment in daily transactions. Several strategies are recommended to further enhance the transaction efficiency at Master’s Shawarma Station, such as improving internet connectivity and ensuring the reliability of digital payment platforms to reduce transaction delays, providing formal training for staff to improve their technical competency and ability to assist customers. Overall, GCash is effective in improving transaction efficiency and ensuring continuous improvements are needed to maximize the benefit of using digital payment systems.

Keywords

e-wallets, gcash, transaction efficiency, online payment