Abstract

Mobile payment has become ubiquitous worldwide. It is a form of digital payment activity performed on-site from a mobile device (i.e. smartphone) for the purchase of goods and services using QR or NFC (contactless and proximity card) technology. This study examines destination stakeholders’ level of engagement and involvement in facilitating mobile payments (e.g., AliPay and WeChat Pay) for Chinese tourists. Sabah (Malaysian-Borneo), a popular island destination in Southeast Asia, was selected as the study site. Using a qualitative approach, 25 tourism and hospitality industry practitioners participated in a semi-structured, in-depth interview between February to July 2020. Preliminary results revealed that industry practitioners had been actively seeking to implement mobile payment facilities since late-2017, specifically in the retail sector, as they felt the pressure in accommodating the needs of Chinese tourists. This study offers insights into how industry practitioners address local consumers’ shift in payment usage-behaviours; from traditional forms of payments (e.g., cash and credit card) to mobile payments in light of the COVID-19 pandemic.

Highlights

  • The global phenomenon of mobile payment (MP) technologies is spearheaded by the Chinese (Mainland China) as they exemplify a cashless society

  • The data presented were collected from tourism and hospitality industry practitioners for six months (February to July 2020) in the capital city of Sabah (Malaysian-Borneo), Kota Kinabalu (KK)

  • This study found that Food & Beverage (F&B) merchants such as participants #3 and #4 have yet to adopt MP facilities

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Summary

Mobile Payments and Chinese Tourism

The global phenomenon of mobile payment (MP) technologies is spearheaded by the Chinese (Mainland China) as they exemplify a cashless society. They consider it a norm to rely on mobile devices to make day-to-day payments even during travels [3, 4]. Destinations capitalized on Chinese spenders by implementing mobile technologies to facilitate AliPay and WeChat Pay payments. With this in mind, the Chinese tourism segment being the largest body of travellers abroad has changed the global travel landscape, how destinations cater to them [5]. This study examines the tourism and hospitality industry practitioners’ responses to residents’ MP needs

Methodology
Preliminary Findings and Discussion
Conclusion and Limitations of the Study

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