CASHLESS COMMERCE: EXPLORING THE CHALLENGES OF SMALL BUSINESS OWNERS IN ADOPTING DIGITAL PAYMENT SYSTEMS
Keywords:
Cashless Commerce, Digital Payment Systems, Small Business Owners, Digital Payments, Adoption Challenges, Phenomenological ResearchAbstract
Cashless commerce has become increasingly important in improving financial inclusion, transaction efficiency, and business operations. However, despite the benefits of digital payment systems, small business owners continue to encounter challenges in adopting and using platforms such as GCash, Maya, QR code payments, and online banking. This study explored the experiences, challenges, and realizations of small business owners in transitioning from traditional cash transactions to cashless commerce. Specifically, it sought to determine how business owners describe their experiences, identify the challenges they encounter, and understand their realizations regarding the effects of digital payments on business operations, customer service, and financial management. Related literature and studies show that digital payment systems can improve transaction speed, bookkeeping, customer service, and financial management; however, technical difficulties, limited digital literacy, transaction fees, security concerns, complex systems, and unreliable internet connectivity may hinder adoption. The study used a qualitative phenomenological research design to understand the lived experiences of small business owners in Barangay Biabas and Barangay Cagting, Ubay, Bohol. Fifteen (15) small business owners were selected through purposive sampling from the two barangays. Data were gathered through a validated semi-structured interview guide and analyzed thematically to identify recurring codes, patterns, and themes. Three themes emerged: (1) driven by customer demand, convenience, and transactional efficiency; (2) navigating network instability, transaction friction, and security risks; and (3) transforming business competitiveness, financial literacy, and technological resilience. The findings may help small business owners, local government units, barangay officials, and other stakeholders develop appropriate support, training, and strategies for safer and more effective digital payment adoption.
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