Advisers

Sean Henrick V. Cayme, LPT, MAEd

Discipline

Business administration

Abstract

With the emergence and growth of digital payment transactions, convenience stores such as 7-Eleven have started implementing more cashless transactions to increase efficiency, minimize the use of physical currency, and provide a more enhanced customer experience. This study, “Cashless Transaction of 7-Eleven at Susano Novaliches, Quezon City on Customer Satisfaction: Basis for Intervention Framework,” this study was conducted to determine the demographic profile of the respondents, to assess and measure the level of satisfaction based on performance expectancy, effort expectancy, social influence, and facilitating conditions, and to determine the challenges experienced in using cashless transactions. The research design used was descriptive-quantitative in approach, as it utilized a structured survey questionnaire that was administered through a convenience sampling method of customers of 7-Eleven Susano, Novaliches, Quezon City. The instrument assessed the frequency of usage, satisfaction indicators, and challenges encountered by customers of the store. The study utilized descriptive and inferential statistics such as frequency and percentage for describing profiles of respondents; weighted mean and ranking for assessing satisfaction levels and challenges encountered by customers; and Kruskal–Wallis test for determining significant differences in satisfaction levels of customers based on profile variables. The study showed that the majority of the respondents were young adults who mostly used GCash, with occasional frequency of transactions. Customers were satisfied with cashless payment modes as they were efficient, convenient, and globally accepted, but peer influence was not considered significant. Facilitating conditions, such as staff assistance, were considered important. The major difficulties faced were app/device issues, slow processing, lack of cash, trust issues, and delayed posting of transactions. The researcher concludes that cashless transactions are convenient and satisfying, but technical reliability, guidance, and age-friendly support are essential. These findings emphasize the need for developing digital payment systems according to different age groups and ensuring customer support for addressing any challenges they might encounter. And will be considered as the basis for developing an intervention framework aimed at improving customer trust, inclusiveness, and the digital payment experience at 7-Eleven.

Keywords

social influence, performance expectancy, effort expectancy, facilitating conditions