Factors Influencing Customer Satisfaction with Cashless-Payment Services at Restaurants in Malaysia

Cashless payment is gradually replacing physical currencies in almost every financial transaction worldwide. Since the growth of technology is inevitable, the use of cashless-payment services has increased, especially in the hospitality industry. However, due to the existence of numerous types of cashless-payment systems in the marketplace, consumer acceptance of electronic payment has still been challenging. The use of cashless-payment services has even now remained a barrier for most Malaysian customers due to a lack of information and understanding about how to use such systems. Thus, the purpose of this study is to determine factors that lead to customer satisfaction with cashless-payment services at restaurants in Malaysia and discover the most influence factor leading to customer satisfaction with the cashless-payment services. There are three factors, which are perceived usefulness, perceived ease of use, and perceived risk. 385 complete samples have been collected online, with SPSS used for data analysis. The findings reveal that all the three factors significantly predict customers satisfaction with the cashless-payment services at the restaurants in Malaysia. Among these three factors, the most significant one influencing customer satisfaction is perceived risk. Based on the study’s findings, the pleasure of using cashless-payment services has turned out to be a sense of motivation and willingness for the customers to use them in the future. Consequently, the intention of the customers to engage in electronic-payment transactions is extremely high.