In the course of this research, background analysis was conducted to give the basis of this study.
The world of today is adapting technology at all levels of life. Among these technologies, there is
E-payment (cashless payment). Various countries have adopted cashless payments systems in their
economy as well as in businesses and this rapidly increased during the time of Covid-19 pandemic.
However, starting the time pandemic reduced, the significant of using cashless payment as well as
various measures and regulations for using cashless have been declined. Now, the question is this:
is there a negative impact cashless payment and cashless transaction had on business and
economy? Why did the use of cashless payment decline after Covid-19 pandemic? This study was
aimed to explore the impact of cashless payment on business operations and customer satisfaction.
This helps to know the effect of cashless payment on both business and customers. Two statements
were tested in this study: “Cashless payment systems increase the speed of customer services at
reasonable costs.” And “Cashless payment systems promote real time data and reduce operations
costs.” Case study is the study design used in the process or this study and the Random sampling
was used to select the representative sample of the population. 126 people were selected as a
sample of the population including 55 employees and 71 customers. More than 60% of respondents
claim that costs related to cashless payments are normal and low. MOMO pay is a cashless
payment method that is popular and used in business at the rate of more than 69.1% in customers
perspective and 83.6% in employees’ perspectives. Since there are few cashless payment methods
used in business, one of these methods dominates others which present monopoly in using these
cashless methods. Encouraging interoperability for the cashless methods can help to address the
monopoly in these cashless methods. Telecommunication companies should adopt interoperability
and help businesses to use it in transactions. Researchers should conduct further research to see
how interoperability can impact the transactions and costs associated with adapting this method.