E-Banking Facility Services in The Philippines: August 2020

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e-Banking Facility Services in the Philippines
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International Journal of Disaster Recovery and Business Continuity
Vol.11, No. 2, (2020), pp. 166–178
e-Banking Facility Services in the Philippines

John Lester Depusoy1, Filipina B. Romuar2, & Mecmack A. Nartea3
College of Business Administration123

Faculty Researcher, Research Management Office3
Polytechnic University of the Philippines123
Abstract
The world is developing; the internet becomes one of the important tools in life. Businesses like
banks are taking advantage of this opportunity to introduce their services to the people and to expand
their full potential. Thus, this study wanted to assess the effectiveness of all e-Banking facility of
Universal Banks as this will serve as a strong basis for future revenues and action plans to improve
quality service. A total of three hundred ninety-six (396) respondents chosen using purposive sampling,
consisting of individual clients from three different Universal Banks were obtained for the evaluation of
the facility. The result revealed that respondents assessed the electronic banking in terms of
Convenience, Security, Fees and Charges and Reliability as very effective, on the other hand, in terms of
Accessibility and Speed respondents assessed the electronic banking as effective. It is recommended that
e-banking install more e-banking channels to provide easier access, continuous technical training and
support to responsible departments, promotional strategies for distribution of information, constantly
send updates for security awareness, safety measures should always be present and conduct regular
surveys.
Keywords: Automated Teller Machine, Cash Deposit, Phone Banking, Universal Banking
1. Introduction
Modern Technology has a big role in business world. In banking industry, banks nowadays need
to deal with the rapid change and need to invest heavily to update their electronic technology in order to
be at par with the competition.
Through advanced technology, internet banking adaptation has grown significantly over the
years (Hanafizadeh, Keating, and Khedmatgozar, 2014; Keskar and Pandey, 2018) [1][2]. Banks are able
to enhance its operations that could conduct a broad range of banking services electronically, such as
handling daily banking affairs via electronic banking channels, anytime and anywhere. It has made their
transactions and business with client a lot more accessible and easier with lesser cost (Hogart, 2004) [3]. It
has also helped clients save time and money (Zeithaml, 2002; Vijayaragavan, 2014) [4] [5].
Recent reports have shown growth in online banking transactions, in USA, according to the
Board of Governors of Federal Reserve System (2014) , 72% of bank clients used online banking as a
tool to transact with their banks while in UK, 76% of household population with access of internet used
online banking (Office of the National Statistics, 2013) [6]. According to Banko Sentral ng Pilipinas
(2015) [7], every year billions of pesos are being transacted by corporations and individual, through
online banking services and still growing numbers every year.
As the internet banking increases, challenges also increases such its technological acceptance,
features, trust elements, convenience and security issues (Lassar, Manolis & Lassar, 2005; Vivi &
Novita, 2017; Jahan & Khan, 2018) [8] [9] [10]. These challenges are essential to consider in developing
banks website to maintain customers satisfaction based on customers’ needs and expectations (Hong &
Wang, 2009) [11]. However, despite of this increasing demand of this industry, very few related articles
and studies on it. According to Deraz and Iddris, (2019) [12], the highest number was recorded 2013 and
14 and continue to decrease until 2017. Most of the articles came from ASIA; 9 from India, 6 from Iran, 3
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Vol.11, No. 2, (2020), pp. 166–178
from Malaysia and Taiwan, 2 from Pakistan and Indonesia, and only 1 form China, Bangladesh,
Hongkong, Brunei, Sri Lanka, Thailand, and Philippines.
This research is intended on Electronic banking facility in the Philippines and its current situation to
address the literature gap and to illustrate the universal banks current trends in internet banking in the
country.
2. Objectives of the Study

This study aims to assess the effectiveness the of e-banking service of universal banks. It also
aims to determine if there is a significant difference of assessment on the level of effectiveness of e-
banking facility services of Universal Banks and according to its demographic.
Methods
Researcher confine the collection of data from three Universal Banks in Ortigas Center, located
within the boundaries of Pasig, Mandaluyong and Quezon City, that offers five (5) types of electronic
Banking Facility Services namely; Online Banking, Automated Teller Machine (ATM), Cash Deposit
Machine (CDM), Mobile Banking and Phone Banking.
As a survey study, self-prepared questionnaire, with 0.87 reliability score, was used to gather data
from the respondents. It is divided into two parts. Part 1 presented the profile of the respondents such as
age, sex, civil status, highest educational background, number of years as client of the Bank, number of
years using electronic banking facility services and most frequent electronic banking service. Part 2
consists of questions that were intended to assess effectiveness of electronic banking facilities to its users
Using purposive sampling, the researchers were able to obtain a total number of 396
respondents. In terms of Age, 156 or 39.4% were 26 to 33 years and 32 or 8.1% were 50 years old and
above. Sex; 247 or 62.4% were female and 149 or 37.6% were male. Civil Status; 199 or 50.3% were
single, and 8 or 2.0% were widower. In terms of Highest Educational Attainment, 277 or 69.9% were
Bachelor’s Degree holder, and 9 or 2.3% were Doctor's degree holder. As to Number of Years as Client
of the Bank, 154 or 38.9% were 1-5 years and 17 or 4.3% were 21 years and above. In terms Number of
Years using Electronic Banking Facility Services, 241 or 60.9% have been using electronic banking in 1-
5 years and 7 or 1.8% were 21 years and above. Lastly, as to the Most Frequently Accessed Electronic
Banking Facility Service, 196 or 49.5% have been using Automated Teller Machine (ATM) and 31 or
7.8 % have been using Phone Banking.
The researchers used One-way Analysis of Variance (ANOVA) to check the significant
difference.
3. Results And Discussions
Table 1. Assessment on the Effectiveness

of e-Banking Facility Services in terms of Convenience
Convenience Weighted Mean Rank Verbal Interpretation

Save time as compared to conventional
4.59 1 Very Effective
banking (No more queuing)
Facilities are easy to use (User-
4.43 2.5 Very Effective
friendly)
It can check transactions anytime 4.43 2.5 Very Effective
GRAND MEAN 4.50 Very Effective
Table 1 shows that the respondents’ assessment on the effectiveness of electronic banking facility
services in terms of convenience, found it ‘‘Very Effective’’ with grand mean of 4.50. The results
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indicated that bank clients now prefer electronic banking because of the convenience it brings.
Bankbazaar.com (2018) [13], confirmed that convenience is the single most important benefit why
customers adopt internet banking over traditional visit.
People opt for electronic banking because it can help save time and money unlike the traditional banking
(Ling et al, 2016) [14].

of e-Banking Facility Services in terms of Accessibility
Accessibility Weighted Mean Rank Verbal Interpretation

Easy steps in enrolling and web
design is capable of being understood 4.21 2 Very Effective
and navigated
E-banking is always available when
4.07 3 Effective
needed (anywhere, anytime)
It offers a facility service to access
financial Information
GRAND MEAN 4.18 Effective
Table 2 shows that in terms of accessibility respondents’ rate ‘‘effective’’ with grand mean of
4.18. Accessibility refers as the ability of users to access information and services from the web anytime
and anywhere (Godwin-Jones, 2001; Hackett and Parmanto, 2004; Asad, Mohajerani & Nourseresh,
2016) [15] [16] [17].

of e-Banking Facility Services in terms of Security
Security Weighted Mean Rank Verbal Interpretation

Security features are incorporated in
4.31 1.5 Very Effective
the facility
Personal information is held securely 4.31 1.5 Very Effective
Privacy of account details and records
are safe from unauthorized used
As shown in the table 3, the conclusion found it as “Very Effective” with a grand mean of 4.30.
This means that the clients’ sees the bank is taking consideration about the security of their clients’
identities and accounts implied security has an important role in the effectiveness of Electronic Banking
Facility Services. Assurance about security relates to the extent to which the web site guarantees the
safety of customers’ financial and personal information (Roche, 2014; Ling et al, 2016) [18] [14]. Since
security of customer’s financial information is very important, bank makes sure that it has various
processes to reduce the risk of unauthorized online access to a customer’s records and with consistency to
the various approaches adopted (Mojares, 2014) [19].
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of e-Banking Facility Services in terms of Speed
Weight Verbal
Ra
Speed ed Interpretat
nk
Mean ion
Transaction is faster
and system speed is Very
4.22 1
fast enough (No Effective
waiting)
Transfer funds
immediately to your
account or third- 4.20 2 Effective
party account (Real-
time)
Facility Service has
an error free system
3.69 3 Effective
and no connection
breakdown
GRAND MEAN 4.04 Effective
Table 4 shows the respondents assess the Effectiveness of Using Electronic Banking Facilities by Speed
as effective, obtaining a grand mean of 4.04. The reason is there are times that Automated Teller
Machines and Cash Deposit Machine are offline. In addition, online banking server is sometimes down
due to system updates. With regards to “Transfer funds immediately to your account or third party
account (Real-time)”, when transferring funds to another account that is not enrolled on clients’ online
banking, a one-time-pin will be send to account holders’ mobile number, however, there are cases that the
pin is not received on time causing a delay in getting the transaction done. This is in line to the study of
Mojares (2014) [19] and Ling et al (2016) [14], the least item that was interpreted as satisfied was internet
banking has an error free system service. This is in connection with the technical quality of the bank.
Even if an internet bank is perfect in all other areas, occurrences of errors can affect the customers who
believed service quality in a negative way, making the customer dissatisfied.

of e-Banking Facility Services in terms Fees and Charges
Weighted
Fees and Charges Rank Verbal Interpretation
Mean
Facility offers cost and time saving
(No need to pay gas, parking or fare fees)
It prevents Unwanted Penalties
(Late charge, interest charges, unfunded 4.30 3 Very Effective
check - overdraft)
Avoidance of transaction service charges
(Reloads, Deposits, Withdrawals)
As seen from the table 5, result found it as “Very Effective” with a grand mean of 4.38. This
means that electronic banking offers a unique benefit in lowering the cost of clients with their
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transactions. This affirmed the study of Mojares (2014) [19] that the biggest benefit of internet banking is
that the fees are charged lower than for a traditional banking process. Some banks charge a fee for using
tellers in an effort to encourage customers to use automated services instead (Mier, 1995) [20]. In
additions, fees are also considered to be one of the influential factors on the customer satisfaction of
Jordanian commercial bank (Ahmad and Al-Zu’bi, 2011) [21].
Table 6. Assessment on the Effectiveness of e-Banking Facility Services of Universal Banks in

Ortigas by Reliability
Weigh Verbal
Ran
Reliability ted Interpreta
k
Mean tion
Facility can give
automatic update of Very
4.34 1
financial Effective
transactions
It provides services
Very
exactly as promised 4.26 2.5
Effective
and completes a task
It provides guidance
in solving financial 4.03 2.5 Effective
problems
Very
GRAND MEAN 4.21
Effective
The table 6 presents that clients don’t perceived that electronic banking facilities cannot solve
their financial problems because they are unaware of what are the other features of electronic banking.
Nevertheless, the grand mean for reliability is 4.21 verbally interpreted as ‘Very Effective’.
Hua (2008) [22] discussed that internet banking services need to demonstrate high reliability.
Likewise, Hyun and Steege (2013) [23] ; and Ozdemir and Trott (2009) [24] emphasized that the internet
banking should be convenient for providing solution of customer problems and the consistency of
performance and doing what the organization promised to do (Bergman and Klefsjö, 2010) [25].
Table 7. Summary of Assessment on the Effectiveness of e-Banking Facility Services of Universal

Banks in Ortigas
Aspects of E-Banking Facility

Grand Mean Rank Verbal Interpretation
Services
Convenience 4.50 1 Very Effective
Accessibility 4.18 5 Effective
Security 4.30 3 Very Effective
Speed 4.05 6 Effective
Fees and Charges 4.38 2 Very Effective
Reliability 4.21 4 Very Effective
Table 7 demonstrates the summary of Respondents’ Assessment on the Effectiveness of e-

Banking Facility Services of Universal Banks in Ortigas. Convenience, Fees and Charges, Security,
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Reliability are verbally interpreted as very effective. On the other hand, Speed and Accessibility are
verbally interpreted as effective.
Table 8. Significant Difference on the Effectiveness

of e-Banking Facility When They are Grouped by Age
Aspects of E-Banking
F-value P-value Decision Remarks
Facility Services
Convenience 0.682 0.605 Accept Ho Not Significant
Accessibility 0.392 0.814 Accept Ho Not Significant
Security 0.196 0.941 Accept Ho Not Significant
Speed 0.077 0.989 Accept Ho Not Significant
Fees and Charges 0.792 0.531 Accept Ho Not Significant
Reliability 0.149 0.963 Accept Ho Not Significant
Table 8 displays the significant difference in the respondents’ assessments on the effectiveness of
using electronic banking facilities by age. All the p-values are greater than the assumed level of
significance of .05, hence the null hypotheses were accepted. Perceptions are not significant in all aspects
of e-banking facility services. This affirmed the study conducted by Weiser (2001) [26] who found that
gender and age did not interact significantly. In this study, the difference in attitudes towards technologies
were similar in all age groups.

of e-Banking Facility When They are Grouped by Sex
Aspects of
E-Banking T- P-
Decision Remarks
Facility value value
Services
- Accept Not
Convenience 0.353
0.930 Ho Significant
- Accept Not
Accessibility 0.220
- Accept Not
Security 0.605
- Accept Not
Speed 0.854
Fees and - Accept Not
0.543
Charges 0.609 Ho Significant
- Accept Not
Reliability 0.078
It can be seen from Table 9 the significant difference on the effectiveness of electronic banking
facilities as assessed by the respondents when they are grouped by sex is that “Reliability” has a t=-1.769
with p=0.078, “Accessibility” has a t=-1.228 with p=0.220, “Convenience” has a t= -0.930 with p=0.353,
“Fees and Charges” has a t=-0.609 with p=0.543, “Security” has a t= -0.518 with p=0.605 and “Speed”
obtained t= -0.185 with p=0.854. All the p-values are greater than the assumed level of significance of
0.05; hence the null hypotheses were accepted. The effectiveness of electronic Banking facility Services
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in all aspects are the same regardless of what their sex is. The negative sign in t-values indicates that the
effectiveness assessment of male respondents was higher than the female respondents. This affirms the
study of Rensleigh (2010) [27]. that gender did not correlate with internet banking assessment, meaning
males and females perceived characteristics of internet banking in a similar way.

of e-Banking Facility When They are Grouped by Civil Status
Facility Services
Table 10 displays that “Security” has an F=1.598 with p=0.189, “Fees and Charges” has an
F=1.275 with p=0.282, “Convenience” has an F=1.151 with p=0.317, “Reliability” has an F=1.017 with
p=0.385, “Accessibility” has an F=0.925 with p=0.439 and “Speed” has an F=1.598 with p=0.918. All
the p-values are greater than the assumed level of significance of 0.05; hence the null hypotheses were
accepted. The effectiveness of electronic banking facility is the same regardless of the respondents’ civil
status. This affirmed the study of Aminul et. al (2011) [28], that race and marital status did not have any
effect on the effectiveness of E-learning.
Table 11. Significant Difference on the Effectiveness of e-Banking Facility When They are
Grouped by Educational Attainment
Facility Services
Security 2.908 0.022 Reject Ho Significant
Reliability 2.670 0.032 Reject Ho Significant
Generally, when grouped according to education attainment, perceptions are not significant
except on Security (F=2.908, p=0.022) and Reliability (F=2.670, p=0.032), where it is found out
significant. Since the p-values are less than 0.05, the assumed level of significance, the null hypothesis
was rejected. This means that when the respondents are grouped based on their highest educational
attainment their assessment on the effectiveness of using electronic banking facility services differ
significantly. This may be because people with higher educational attainment has greater standards and
expectations and their definition of security and reliability is more expanded than of the other educational
attainments.
According to Stavins (2002) [29], the high education group consumers adopt Internet banking but
have higher standards because generally they have advanced knowledge of new technology information
and skills compared to consumers in the low education group. The educational level of respondents
influences their choice of product offered by the banks. Literacy was a major factor, since for an
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individual to use the internet facilities provided by their banks there was a need for patrons to understand
what was written (Bebli, 2012) [30].
Table 12. Significant Difference on the Effectiveness of e -Banking Facility When They are
Grouped by Number of Years as Client of the Bank
Facility Services
Speed 2.844 0.024 Reject Ho Significant
Generally, when grouped according to number of years as client of the bank, perceptions are not
significant except on Speed (F=2.844, p=0.024) and Reliability (F=2.540, p=0.040), where it is found out
significant. Since both p-values are less than the assumed level of significance of .05, the null hypotheses
were rejected. The respondents differed in their assessments on the effectiveness of using electronic
banking facilities in terms of speed and reliability. This is because new clients are sensitive about the
speed and reliability of the electronic banking since they are just new users of the facility. They’re still
having second thoughts of how the speed of electronic banking is way better than of the traditional
banking. In addition, there is still trust issues and not yet fully gained on how reliable the facilities are.
This affirms with the study of Mobarek (2007) [31] that those who have experience using internet banking
tend to be more confident and trustier in the reliability of the system than those first-time users who tend
to be more cautious and do not trust financial transactions through internet.
Grouped by Number of Years Using Electronic Banking Facility Services
Facility Services
Table 13 reveals that “Reliability” has an F=1.957 with p=0.100, “Convenience” has an F=1.270
with p=0.281, “Speed” has an F=1.110 with p=0.352, “Fees and Charges” has an F=0.747 with p=0.561,
“Accessibility” has an F=0.527 with p=0.716 and “Security” has an F=0.292 with p=0.883. All the p-
values are greater than the assumed level of significance of 0.05; hence the null hypotheses were
accepted. The respondents’ assessed on the effectiveness of electronic banking are the same regardless of
the number of years they have been using e-banking facility services. This affirmed to the study of
Rajarathinam (2013) [32], that there is no significant relationship between consumer’s level of competency
and Internet banking usage. As a result, it can be concluded that, there is good association between
consumer’s level of competency and their years of using e-banking.
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Grouped by Most Frequently Accessed Electronic Banking Facility Service
Facility Services
Security 3.600 0.007 Reject Ho Significant
Table 14 displays that “Speed” has an F=1.829 with p=0.122, “Convenience” has an F=1.582
with p=0.178, “Accessibility” has an F=1.361 with p=0.247, and “Fees and Charges” has an F=1.220 with
p=0.302. All the p-values for these variables are greater than the assumed level of significance of 0.05;
hence the null hypotheses were accepted. On the other hand, “Security” and Reliability” obtained
F=3.600 with p=0.007; F=3.354 with p=0.010, respectively. P-value of less than .05, the assumed level of
significance, the null hypothesis was rejected. This means that when the respondents are grouped by Most
Frequently Accessed E-Banking Facility Service their assessment on security and reliability of electronic
banking differ significantly. This may be because the clients are more delicate in dealing with issues of
security and reliability of technologies. In terms of security, Automated Teller Machine is the top target of
perpetrators. There is numerous reported news that there is a victim of ATM Fraud like skimming and the
likes.
Security concerns are highly important for the customers while dealing in financial transactions
because of involvement of money in the transactions. The literature findings have revealed that the
customer may have uncertainty regarding delivery of reliable services and products. The security in
internet banking also impacts the level of trust of customers on the internet banking system. In the
literature review, several studies have been quoted which revealed that the customers seek for reliability
and security in internet banking (Hua, 2008) [22].
Madawaki et al (2014) [33] states that one cause of atm failed transactions is that ATM may be out
of cash but for some reasons, the ATM software fails to recognize the same because customers account
are being debited before cash dispense processes is prompted in such cases, obviously no cash will be
dispensed but the transaction will get marked as successful.
4. Conclusions
Based on the findings, the following conclusions were achieved:
1. Respondents were 26-33 years old, female, single, have a bachelor’s degree, 1-5 years as client of the
bank and have been using electronic banking for 1-5 years and Automated Teller Machine their most
frequently accessed electronic banking.
2. Respondents assessed the electronic banking in terms of Convenience, Security, Fees and Charges
and Reliability as very effective, on the other hand, in terms of Accessibility and Speed respondents
assessed the electronic banking as effective.
3. In terms of respondents educational attainment to the effectiveness of using electronic banking
facility services differ significantly. The higher educational attainment the greater standards and
expectations on security and reliability.
4. The respondents differed in their assessments on the effectiveness of using electronic banking
facilities in terms of speed and reliability. New clients are more sensitive about the speed and
reliability of the electronic banking since they are just new users of the facility and tend be more
cautious.
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5. The respondents when grouped according to the Most Frequently Accessed E-Banking Facility
Service their assessment on security and reliability of electronic banking differ significantly.
5. Recommendations
Based on the data gathered and conclusion drawn, the following recommendations were offered:
1. Optimize Electronic Banking’s Accessibility.
 The Banks should install more e-banking channels particularly Automated Teller Machine and
Cash Deposit Machine to their respective branches and other infrastructures like malls, markets
and parks to provide easier access. Users expect these facility services 24 hours per day, seven
days a week.
2. Improve the electronic banking’s speed.
 Banks should provide continuous technical training and support to concerned department,
particularly IT Department to improve the performance of the electronic banking system.
 Regular maintenance, inspection and updating of system should be exercise. This will help to
achieve an error free system, no connection breakdown, avoidance of fraudulent activities and
other technical problems.
 Web design and interface should be simple and avoid extensive high graphics content as possible
to eliminate inefficient host servers that causes downtime.
3. Promote features and other types of Electronic Banking.
Banks should raise client’s awareness about the features and other benefits of electronic banking that
will help them organize their personal finances and financial problems .
4. Enhance the Security of Electronic Banking.

Banks should secure and employ data confidentiality. This is to manage customers’ perception of
risks that will guarantee secure electronic banking facilities and improve customers trust in them.
 It is also recommended that banks should provide assurance with their clients specially the new
users that there are security measures incorporated to each electronic banking to increase
customers’ trust and to enhance business relationships with them.
 Banks need to still push for more security awareness by constantly sending updates about the
current security threats and fraud trends on how clients’ can avoid themselves from perpetrators
like installing anti-virus and not giving personal information to anyone most specially user ids
and passwords.
 Create a program that will notify clients’ transactions like sending emails or mobile sms once the
transaction has been done or completed. This will monitor account for fraudulent activity and
limits liability for unauthorized transactions.
 Banks also need to use robust security devices such as firewalls to prevent intrusion by
unauthorized users and a two-factor authentication to prevent fraud and to effectively and
efficiently manage identity.
 Banks may also include pop-ups reminders of security.
 Mandatory change of clients’ password every 3 months and are suggested to use strong
passwords with combination of caps and small letters, number and special characters.
 With regards to security of Automated Teller Machine and Cash Automated Machine, installation
of CCTV and 24 hours monitoring should always be present. Regular inspection of machines
should always be exercise in order to check the security and safety of the machines to avoid ATM
skimming and other types of fraud.
5. Increase the level of literacy of bank clients’
 Banks must consider every clients’ educational attainment and capabilities by designing e-
banking tools very simple, thus making adoption easier and faster. This will make it easier for
customers to operate, navigate, interact and access e-banking platforms.
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 The banks may also provide useful gadgets inside the branch and assign employees to help the
clients’ step-by-step procedure of enrolling and to provide assistance on handling certain
problems or requests. This a very effective way of supporting clients if they are experiencing
pertinent technical issues with their smart devices and internet connections and the easiest
strategy of introducing e-banking to depositors most especially the less educated and elderly ones.
6. Limitations And Future Research

Unlike other studies, this research will not be focused on one electronic banking facility service
alone but the scope will be the 5 types of electronic banking namely: Automated Teller Machine (ATM),
Cash Deposit Machine (CDM), Phone Banking, Internet Banking and Mobile Banking.
The research respondents are in the vicinity of Ortigas Center depending on their availability and
willingness to answer and cooperate with the study. It also depends to the convenience of the researcher
to gather pertinent data.
The study was conducted to measure the effectiveness of electronic banking facility services to
its 396 respondents from 3 different universal banks. Disclosures of bank names was not permitted due
to confidentiality issues since the topic was covered by Bank Secrecy Law. In view of the fact that not
all clients are using electronic banking, respondents would only count if s/he is currently using the
facility or have used them in the past for the facilitation of their personal transactions like fund transfers,
bills payments, check book reorders, available balance inquiry, cash card reloading, etc.
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e-Banking Facility Services in the Philippines

College of Business Administration123

2. Objectives of the Study

3. Results And Discussions

Table 1. Assessment on the Effectiveness

Convenience Weighted Mean Rank Verbal Interpretation

Table 2. Assessment on the Effectiveness

Accessibility Weighted Mean Rank Verbal Interpretation

Table 3. Assessment on the Effectiveness

Security Weighted Mean Rank Verbal Interpretation

Table 4. Assessment on the Effectiveness

Table 5. Assessment on the Effectiveness

Table 6. Assessment on the Effectiveness of e-Banking Facility Services of Universal Banks in

Table 7. Summary of Assessment on the Effectiveness of e-Banking Facility Services of Universal

Aspects of E-Banking Facility

Table 7 demonstrates the summary of Respondents’ Assessment on the Effectiveness of e-

Table 8. Significant Difference on the Effectiveness

Table 9. Significant Difference on the Effectiveness

Table 10. Significant Difference on the Effectiveness

4. Enhance the Security of Electronic Banking.

6. Limitations And Future Research

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