The Acceptance of the Electronic Payment System for Healthcare Services at Hospital Universiti Sains Malaysia
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Abstract
Introduction: A successful electronic payment system (EPS) in public healthcare services depends on user acceptance, yet little is known among Malaysians. This study assessed the prevalence, EPS users’ characteristics, and factors influencing acceptance at a public hospital. Methods: A cross-sectional survey was conducted on adults making payment transactions at Hospital USM. Participants were selected using systematic random sampling and complete self-administered questionnaires. Sociodemographic background and EPS acceptance were measured using validated perceived usefulness (PU) and perceived ease of use (PEU) instruments rated using a five-point Likert scale. Results: Of the 203 participants, 82.6% were current EPS users. Higher PU and PEU mean scores were significantly associated with younger age, higher education levels, higher income, smartphone ownership, and prior knowledge of and experience with EPS (all p<0.05). The Multiple Linear Regression analysis revealed four predictors of EPS acceptance: higher education level (p < 0.001) and experience using multiple EPS systems (p = 0.009) were significantly associated with greater acceptance whereas prior knowledge of EPS (p < 0.001) and younger age (p = 0.034) were also significant (R² = 0.337, Adjusted R² = 0.324). Conclusion: EPS was widely accepted in public hospitals, though acceptance was lower among older adults with limited smartphone and digital payment experience. These findings highlight the importance of education and digital literacy in shaping EPS adoption in healthcare settings and the need for strategies to improve accessibility. Similar research is recommended to understand EPS acceptance among rural and less affluent populations.
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