B40 Income Earners in Malaysia: How Adoption of Cashless Payment Shapes Customer Satisfaction in Post Covid-19 Outbreak

DOI

10.2991/978-2-38476-358-0_20How to use a DOI?

Keywords

Perceived cost; Perceived trust; Perceived technology security; Innovativeness; Satisfaction

Abstract

The emergence of a cashless society and technical innovation has gained substantial global popularity. Cashless cultures have existed since the dawn of human civilisation, relying on barter and other means of exchange. A totally cashless society refers to the process and results of replacing physical currency with digital currency. This implies that legal money exists, is documented, and transmitted in electronic digital form. As payment systems grow more digital, individuals are moving away from traditional cash purchases and toward cashless and contactless solutions. This study focuses on the relationship between cashless payment use and satisfaction among Malaysian B40 income earners. The current study is to assess the factors impacting customer behaviour and satisfaction with cashless payment systems in the post-adoption era. This quantitative study employs a self-administered questionnaire to assess the research model's hypotheses appropriately. The study's target population consisted of 213 low-income people, specifically B40 income earners living in Malacca, Malaysia, based on their monthly income range. A purposive sample approach was used to acquire data using the non-probability sampling technique. To assess the impacts of cashless payment acceptance on customer satisfaction, descriptive analysis, reliability analysis, and multiple regression analysis were carried out using the Statistical Package for the Social Sciences, version 29. The results back up hypotheses 1, 2, 3, 4, 5, and 6. The results emphasised that performance expectancy, social influence, innovativeness, perceived technology security, perceived trust, and perceived cost all have a substantial impact on cashless payment acceptance. Not only that, but the study's findings support H7. First, this study aims to enhance and combine existing theoretical models, such as expectation-confirmation theory and UTAUT 2, by incorporating perceived technological security, perceived trust, and perceived cost for digital payment usage. Second, unlike most contemporary studies, satisfaction is taken into account.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Peong Kwee Kim
AU  - Peong Kwee Peng
AU  - Nur Eisya Ardani Binti Muhammad Asri
PY  - 2025
DA  - 2025/01/31
TI  - B40 Income Earners in Malaysia: How Adoption of Cashless Payment Shapes Customer Satisfaction in Post Covid-19 Outbreak
BT  - Proceedings of the International Conference on Environmental, Social, and Governance (ICESG 2024)
PB  - Atlantis Press
SP  - 258
EP  - 277
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-358-0_20
DO  - 10.2991/978-2-38476-358-0_20
ID  - Kim2025
ER  -