E-satisfaction and Use of Cashless Transaction Amidst of COVID-19Pandemic: The Case of Thailand and the Philippines

This study determined the perception of the use and e-satisfaction on cashless transactions of Filipino users in Thailand and the Philippines. The variables of cashless transactions: fast, easy, security, trust, benefits, and challenges were assessed and determined if they influenced the esatisfaction on using cashless transaction platforms during the COVID-19 pandemic. The data were collected from a sample of 264 cashless transaction users using an adopted survey form. The statistical tools used were: frequency to describe the profile of the respondents, cross-tabulation and mean rating to assess the extent of use and e-satisfaction, and multiple regression to determine what variables result in e-satisfaction on the use of cashless transactions. Results showed that the demographics of the respondents are the following: the millennials and Gen Z age group are the two highest scores; females made up more cashless transaction users than males; single marital status was utmost; annual income varies depending on their occupation. Furthermore, findings showed that across the demographical profile, there is moderate use of cashless transactions. Moreover, fast benefits and trust significantly influence the e-satisfaction on the use of cashless transactions. Finally, recommendations to business owners, managers, and executives of cashless society industries were proposed specifically on intelligent and sustainable market segmentation, sustainable planning to uphold cashless transaction users satisfaction levels; to the Philippine and Thailand government regulators and policymakers to strengthen cashless society through cashless transaction literacy, and to future researchers to utilize this study to understand cashless society industries dynamics better and to use for their future research undertakings.