Cashless Payment in Tourism. An Application of Technology Acceptance Model

Nuri WULANDARI

doi:10.14505/jemt.v8.8(24).10

Nuri WULANDARI Indonesia Banking School, Indonesia

DOI: https://doi.org/10.14505/jemt.v8.8(24).10

Abstract

Technology has given a profound impact on how tourism industry develops in the recent decades. One of the important technology advancement area is cashless payment system. It has been suggested that cashless payment system can enhance tourism experience and provide competitive advantage to market destinations. Currently, governments are actively promoting a cashless society in tourism sector. However, the study of the acceptance of tourists on cashless payment technology in destinations is still rarely found. This study aims to investigate the acceptance of cashless payment using Technology Acceptance Model (TAM). To achieve the objective, a survey was carried out to confirm the relationship between cashless acceptance, attitude and the behavioral intention of cashless technology. In addition, Perceived Risk Reducer and Familiarity were also introduced to the model. The study found drivers of attitude regarding acceptance of cashless payment system and an understanding on how customer’s response to the idea of using cashless payment in tourism setting.

References

[1] Ajzen, I. 2002. Perceived Behavioral Control, Self‐Efficacy, Locus of Control, and the Theory of Planned Behavior. Journal of Applied Social Psychology 32 (4): 665-683.
[2] Buhalis, D., and Rob Law, R. 2008. Progress in Information Technology and Tourism Management: 20 years on and 10 years after the Internet—the State of eTourism Research. Tourism management 29 (4): 609-623. DOI: https://doi.org/10.1016/j.tourman.2008.01.005
[3] Bulent, O.A., and Murat, H. 2014. Hotel and IT Decision-Maker Characteristics and Information Technology Adoption Relationship in the Hotel Industry. Journal of Hospitality and Tourism Technology 5 (2): 194-206.
[4] Davis, F.D. 1989. Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS quarterly 13(3): 319-340. DOI: http://dx.doi.org/10.2307/249008
[5] Fishbein, M., and Ajzen, I. 1977. Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. Philosophy and Rhetoric10 (2):130-132.
[6] Gefen, D., Karahanna, E., and Straub, D.W. 2003. Inexperience and Experience with Online Stores: The Importance of TAM and Trust. IEEE Transactions on Engineering Management 50 (3):307-321. DOI: http://dx.doi.org/10.1109/TEM.2003.817277
[7] Hackbarth, G., Grover, V., and Mun, Y.Y. 2003. Computer Payfulness and Anxiety: Positive and Negative Mediators of the System Experience Effect on Perceived Ease of Use. Information & management 40 (3): 221-232. DOI: http://dx.doi.org/10.1016/S0378-7206(02)00006-X
[8] Jacoby, J., and Kaplan, L.B. 1972. The Components of Perceived Risk. Proceedings of the Annual Conference of the Association for Consumer Research, 10: 382-393. Available at: https://www.researchgate.net/publication/247814928_The_Components_Of_Perceived_Risk
[9] Kleijnen, M., Wetzels, M., and de Ruyter, K. 2004. Consumer Acceptance of Wireless Finance. Journal of Financial Services Marketing 8 (3): 206-217. DOI: http://dx.doi.org/10.1057/palgrave.fsm.4770120
[10] Leung, L., and Wei, R. 2000. More than just Talk on the Move: Uses and Gratifications of the Cellular Phone. Journalism & Mass Communication Quarterly 77 (2): 308-320. DOI: http://dx.doi.org/10.1177/107769900007700206
[11] Lloyd, A.D., Antonioletti, M., and Sloan, T.M. 2016. Able but not Willing? Exploring Divides in Digital versus Physical Payment Use in China. Information Technology & People 29 (2): 250-279. DOI :https://doi.org/10.1108/ITP-10-2014-0243
[12] Luarn, P., and Hsin-Hui, L. 2005. Toward an Understanding of the Behavioral Intention to use Mobile Banking. Computers in human behavior 21 (6): 873-891. DOI: http://dx.doi.org/10.1016/j.chb.2004.03.003
[13] Mihajlović, I. 2014. ICT and New Trends in Consumer Behavior–New Experiential Knowledge, Opportunities or Challenges for Intermediaries. Journal of Marketing Management 2 (1): 43-64.
[14] Ming-Chi, L. 2009. Factors Influencing the Adoption of Internet Banking: An Integration of TAM and TPB with Perceived Risk and Perceived Benefit. Electronic Commerce Research and Applications 8 (3): 130-141. DOI: http://dx.doi.org/10.1016/j.elerap.2008.11.006
[15] Ozturk, A.B. 2016. Customer Acceptance of Cashless Payment Systems in the Hospitality Industry. International Journal of Contemporary Hospitality Management 28 (4): 801-817. DOI: https://doi.org/10.1108/IJCHM-02-2015-0073
[16] Viswanath, V., Morris, M.G., Davis, G.B., and Davis, F.D. 2003. User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly 27 (3): 425-478. DOI http://dx.doi.org/10.2307/30036540
[17] Yang, Y., Yong, L., Hongxiu, L., and Benhai, Y. 2015. Understanding Perceived Risks in Mobile Payment Acceptance. Industrial Management & Data Systems 115 (2): 253-269. DOI: https://doi.org/10.1108/IMDS-08-2014-0243
[18] Yong-Hui, L., and Jing-Wen, H. 2009. Applying Theory of Perceived Risk and Technology Acceptance Model in the Online Shopping Channel. World Academy of Science, Engineering and Technology 53 (1): 919-925.
[19] Zheng, X., Magnini, V.P., and Fesenmaier, D.R. 2015. Information Technology and Consumer Behavior in Travel and Tourism: Insights from Travel Planning Using the Internet. Journal of Retailing and Consumer Services 22: 244-249. DOI : http://dx.doi.org/10.1016/j.jretconser.2014.08.005
***United Nations World Tourism Organization. "UNWTO tourism highlights." 2011.