I forget about it until I completed almost half of the report.......
I was about to continue doing my research paper when I realized I forgot to analyze the data collected by interviewing 12 stall owners. So today I will be talking about the interviews.
There are a lot of insights gained from the interviews. As the data collected are do not contain statistics, the analysis done are qualitative analysis instead of a quantitative one (eg. graphs and charts). One of the most relevant and most valuable opinion gained is the picture above, the interview that is conducted with the stall owner of HotPlate stall in Makan Place. During the interview, we asked if there are problems with the e-payment system such as PayLah! which is currently implemented in the food court, and she mentioned quite a few that I was not aware of. As I am not a PayLah! user, I have little knowledge when it comes to e-payment. However, I am fortunate enough to conduct interview with her as she mentioned a lot of useful information that is related to the current system.
Firstly, she mentioned that there are machine issues with the e-payment system. Occasionally, the machine took very slow or could not to generate the QR code, which is needed for the payment. As a result, this brought inconvenience to her as she has to either wait for the machine to generate the QR code again or request the customer to pay by cash.
Secondly, after the customer scanned the QR code, their PayLah! application shows transaction successful message but the stall owner did not receive the payment. As she couldn't let customer wait for long, she assumed that the transaction is completed and she let them go. However, after a few minutes, the customer received a SMS saying that there is a refund to their bank account due to unsuccessful transaction. This indicates that the customer is having a free meal, if he choose not to tell the stall owner the truth. Apparently, this has happened to her for 3 times already.
Therefore, through this interview, I have learnt that even though e-payment makes payment more convenient, it also have disadvantages due to technical errors which leads to a more severe consequence than before. When customers used cash, the stall owners tend not to lose money as they ensured that all of them pay. With this defect, it makes e-payment less popular among the stall owners as many are unwilling to use it after these technical problems had occurred. This is something that we can improve on.
Comments