Customer experience on cashless payment transactions in selected 3- star hotels in the City of Manila

This research paper analyzes the importance of cashless payment transactions in selected 3-star hotels in the City of Manila, Philippines. Specifically, the study aimed to assess significant difference in the hotel guests’ frequent use of cashless payment based on their demographics, and their most used form of cashless payment. This paper also shows the considerations the guests have encountered as they use this mode of payment. Using correlational analysis, the study adapted the survey method administered to 300 hotel guests using QR code. The study used simple random sampling in the selection of the participants. The result showed that there is a significant difference between the perceptions and the usage frequency of cashless transactions among the guests when grouped based on their profile, and that the most used cashless transaction is E-wallet. Moreover, the guests consider factors such as speed, accuracy, safety, and staff support, but emphasizing convenience and ease of use when using cashless payment transactions. The result implies the continuous improvement of service that will benefit the hotels company, accommodation staff, service company and guests.