SHAH ALAM, Oct 10 —Digital payments are gaining traction among customers and merchants alike, as they simplify transactions, save time, and reduce the need to carry cash.
However, merchants believe cash payments should still be available, particularly for the elderly and rural residents, and during digital transaction system outages.
This trend aligns with the surge in DuitNow QR transactions, which more than doubled to reach three billion in 2025, according to Bank Negara Malaysia Governor Datuk Seri Abdul Rasheed Ghaffour.
Merchant Terrance Wong, 38, noted that most of his customers now prefer digital payments because the transaction process is easier and minimises the risk of cash-handling errors.
He added that this method also simplifies sales revenue management, as merchants do not need to physically store cash.
“Customers prefer paying digitally over using cash, and with digital payments, the funds must be processed correctly.
“I also frequently shop using digital payment methods, specifically a credit card,” he told Media Selangor.
However, Terrance noted that cash remains necessary, especially when payment systems experience disruptions.
“For instance, if I want to refuel for RM50 and the online terminal is down, paying cash directly at the counter is simply faster,” he said.
Meanwhile, Nurmaizafitra Jasman, 38, stated that merchants should maintain both payment methods to ensure all customers can transact without hindrance.
She said that not all consumers are tech-savvy, particularly the elderly, who also face the risk of online fraud.
“Customers come from diverse backgrounds, including the elderly, who may lack proficiency with digital payment technologies and are at risk of falling victim to scams,” she said.
For Noor Asmalinda Wang Long, 38, digital payments are more practical for large-volume purchases because customers do not need to carry large amounts of cash.
She added that this method simplifies record-keeping for merchants and reduces the need to visit the bank to deposit sales proceeds.
“Cash payment remains relevant for small-quantity purchases.
“However, for bulk purchases, digital payment is more suitable as there is no need to carry large amounts of cash,” she said.
Meanwhile, Ting Hua, 42, noted that cash remains the preferred choice for some rural residents, even as digital payment facilities become more widespread.
“Cash transactions remain important, particularly in rural areas like villages, where that method is still prioritised despite the growing adoption of digital payments,” he said.
