Customer acceptance of cashless payment systems in the hospitality industry

Ahmet Bulent Ozturk

126 citations0/0 files storedInternational Journal of Contemporary Hospitality Management

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

Purpose The purpose of this study is to propose and test an extended version of technology acceptance model (TAM) to examine consumers’ acceptance of radio frequency identification (RFID) cashless payment systems in the hospitality industry. Design/methodology/approach A comprehensive structural model was developed by adding two additional constructs to original TAM, namely, self-efficacy and perceived risk. A self-administered online questionnaire was used to collect the data of the study from 305 respondents in the USA. Confirmatory factor analysis was conducted to validate the measurement model and structural equation modeling analysis was performed to test the proposed model. Findings Study results indicated that self-efficacy was significantly related to perceived ease of use. In addition, perceived risk significantly negatively influenced perceived usefulness and perceived ease of use. Study results further illustrated that perceived ease of use had a significant impact on perceived usefulness and both perceived ease of use and perceived usefulness were significantly associated with intention to use. Practical implications Study findings provide significant practical implications for US hospitality operators and technology vendors for identifying factors affecting users’ acceptance of RFID cashless payment systems in the hospitality industry. Originality/value By extending TAM, this study is one of the first studies to investigate RFID cashless payment system acceptance in the hospitality industry.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics 1995Computer Self-Efficacy: Development of a Measure and Initial Test 1992Extrinsic and Intrinsic Motivation to Use Computers in the Workplace 1 2003Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model 2004Toward an understanding of the behavioral intention to use mobile banking

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