Factors Influencing Guests’ Intentions to Use Smartphone Apps and Contactless Payment at Hotels in the USA

This study aims to find the factors affecting the guests' intention to use contactless payment in hotels in the USA, to evaluate the criteria that make the contactless payment method more preferable during the stay of the guests in the hotels, and to present suggestions for the development of the sector accordingly. The widespread use of contactless payment systems depends on the guests' intention and satisfaction with using them. This study investigated the factors affecting the preference for contactless payment by guests staying at Hilton Hotels in Washington, DC. The data used in this study were collected from guests staying at Hilton Hotels in Washington, DC, USA. The data collected from 224 participants with the convenient sampling method were analyzed with SPSS software. The study tested seven hypotheses. The model variables are ease of use, usefulness, intention, security, trust, satisfaction, convenience, and social value. The results showed that perceived usefulness, security, and trust dimensions positively predict satisfaction. Also, satisfaction positively indicates the intention to use intensely. As a result, it was concluded that perceived usefulness, security, and trust dimensions affect satisfaction positively, and satisfaction affects intention to use positively.