M Banking

Philippine Christian University
Senior High School

Manila Campus
Efficiency of Mobile Banking Among Selected
Users in Metro Manila
Presented by:
Aquitania, Juan Miguel
Aroma, Jerica
Barbosa, Ann Nicole
Briones, Joeimei
Cantillo, Danica Corhine
Carable, Julius Hendrix
Fernandez, Cherry Mae
Mallari, Patricia
Riva, Rishia
Senior High School
Manila Campus
CHAPTER 1
PROBLEM AND ITS BACKGROUND
1.1 Background of the Study
With the technology nowadays, mobile banking become trendy and useful
to everyone especially to adults because mobile banking helps our daily life and it
is much easier and convenient to use. Mobile banking allows sending and
receiving money, checking account balance, paying bills etc., which means it can
help you to track your finances easily. It is also safer than going out to send money
or to buy some stuff.
The earliest mobile banking service used SMS which was then known as
SMS banking. After Smartphone were introduced with WAP (Wireless
application protocol) support allowing the use of the mobile web in 1999, the
first European banks started offering mobile banking on this very platform to
their customers. It is said that in its first six months more than a million users
signed up and more than one billion pounds were transferred using this very app
and since then, mobile banking has only travelled upwards. (Pandey, 2019).
Mobile Banking refers to provision and an ailment of banking and financial

Senior High School
Manila Campus
services with the help of mobile telecommunication devices. Mobile banking
allows consumers to be able to access banking services from anywhere.
Businesses and business owners are now able to save time by making use of
mobile applications to process their payments or even receive funds from clients
directly to their phone numbers. (Course Hero, 2020).
Mobile Banking is a banking activity conducted on a smart phone. This
includes preceding text alerts for fraudulent activities, accessing the account
through the bank's app, and using the bank's website on a mobile device, therefore
the advantages of this are it can access your account information and balances
which is easy. Your money is typically accessible wherever you go if you have
your smart phone. Mobile bank deposits and electronic transfers result in fewer
bank trips and you can also pay friends and family, receive funds, and split checks
effortlessly. (Hawrylack,2020). In line with wordpress.com (2015), the
disadvantages are mobile banking users are at risk of receiving fake SMS
messages and scams. The loss of a person’s mobile device often means that
criminals can gain access to your mobile banking PIN and other sensitive
information. Modern mobile devices like Smartphone and tablets are better suited
for mobile banking than old models of mobile phones and devices.
Senior High School
Manila Campus
Mobile banking apps can warn you when you spend more than you have
in your account, automatically move money into savings on your payday and let
you set controls on your cards to restrict spending. The apps can also send you
account alerts. There are some benefits in using mobile banking. First, the clients
can access the mobile banking app 24/7 which can save the time of the clients
consider mobile check deposit whenever and wherever you wish. A feature most
mobile banking apps offer. Second, mobile banking can optimize your money.
Optimizing your money also includes the little things, like spending alerts, to
keep you informed. Last, mobile banking requires verification to access your
account some bank apps — will let you log in by scanning your face or
fingerprint as yet another way to protect your digital bank account without
trading convenience. (Wisniewski, M., 2021).

Senior High School
Manila Campus
1.2 Statement of the problem
The main purpose of this research is to determine the efficiency of
Mobile Banking.
Specifically, it seeks to answer this following question:
1. What is the demographic profile of the respondents and level of efficiency of
mobile banking in terms of:
A. Name
B. Gender
C. Educational Attainment
2. Is there a significant relationship in demographic profile of respondents and
level of satisfaction of the respondents on the efficiency of mobile banking app
in terms of:
A. Online money transaction
B. Security and safety of accounts
3. What are the common problems encountered in mobile banking applications?
4. What can we propose to have effective and well secured mobile banking app?
Senior High School
Manila Campus
1.3 Hypothesis
There is no significant relationship between demographic profile of
respondent and level of satisfaction on efficiency of mobile banking application
in terms of online money transactions and safety of personal information.
1.4 Significance of the study
The researchers acknowledge that this study will be significant to the
following:
Banking Institutions- The data will serve as the basis for banking
institution to assess further efficiency of mobile banking apps and develop
guidelines which improve the security of their clients.
Clients –The data will serve as guide to the clients to choose which
mobile banking apps are safer and more convenient to use
Future Researchers– The data will serve as basis to similar study is
related to mobile banking.

Senior High School
Manila Campus
1.5 Scope and Limitations
The study mainly focuses on the efficiency of mobile banking application like
Gcash, among selected users in Metro Manila. A random selection of 150
respondents will answer the questionnaire using online survey. The online survey
regarding the perception of respondents toward the efficiency of online mobile
banking transaction based on online money transactions and safety and security
of accounts. The study will be conducted on the 1st quarter of 2021.
Network accessibility and technical problems are not included in our
research.
1.6 Definition of Terms
ATM- (automated teller machine) is a specialized computer that makes it
convenient to manage a bank account holder's funds. (Bruene, J., 2006)
Cheque/check- a document that orders a bank to pay a specific amount of
money from a person's account to the person in whose name the cheque has been
issued. (BrueneJ., 2006)

Senior High School
Manila Campus
Efficiency - The state or quality of being efficient, or able to accomplish
something with the least waste of time and effort; competency in performance.
(Dictionary.com, 2021)
Financial institutions- are corporations that provide services as
intermediaries of financial markets. (Bruene, J., 2006)
Mobile banking- is a service provided by a bank or other financial
institution that allows its customers to conduct financial transactions remotely
using a mobile device such as a Smartphone or tablet. (Bruene, J., 2006)
Online banking- a method of banking in which transactions are
conducted electronically via the internet. (Bruene, J., 2006)
Online Money Transaction -An online money transaction, also known
as a PIN-debit transaction, is a password-protected payment method that
authorizes a transfer of funds over an electronic funds transfer. (Tracy, P., 2020)
Senior High School
Manila Campus
Security – The protection of computer systems and networks from the
theft of or damage to their hardware, software, or electronic data, as well as from
the disruption or misdirection of the services they provide.(Wikipedia, 2021)
SMS- (Short message service) service available on most new mobile
devices that permit the sending and receiving of text-only messages. (Bruene, J.,
2006)
WAP- (Wireless Application Protocol) An open, international standard for
applications that use wireless communication; primarily used to enable Web
access from mobile devices. (Bruene, J., 2006)

Senior High School
Manila Campus
CHAPTER 2
REVIEW OF RELATED LITERATURES AND STUDIES
2.1. Related Literature
Development of Mobile Banking
According to corporatefinanceinstitute.com (2015), before the
introduction and enablement of mobile web services in 1999, mobile banking was
completed primarily through text or SMS; it was known as SMS banking.
European banks were on the frontier of mobile banking service offering, using the
mobile web via WAP support. SMS banking and mobile web were the most
popular mobile banking products before 2010.With the development of
smartphones with iOS or Android operating systems, mobile banking applications
(apps) began to evolve. Clients were able to download the banking apps onto their
smartphones with more sophisticated interfaces and improved transactional
abilities. To date, many financial institutions make use of both SMS and mobile
applications to keep their clients informed of their account activities or to send out
alerts regarding possible fraud and/or updates and maintenance of service
provision.
Senior High School
Manila Campus
In addition, on the basis of ronnytome.com (August 2019), there are three types
of mobile banking services. First is the mobile banking over SMS. SMS stands
for short message service, known as texting. This makes performing a banking
task easy and quick, without talking or waiting for an app to load. When using
SMS, a person can send a text between Smart phones, a PC or handheld phone to
a smart phone. Second, mobile banking over USSD, when you don’t have access
to the internet or a smartphone, this is where USSD comes in handy. USSD
stands for unstructured supplementary service data. According to tech website
BGR, the interface is built by the National Unified USSD Platform.
Communication is transmitted via a GSM network between your bank and the
telecom operator. The message can appear on a handheld phone in black and
white. It is primarily used by low-income families, especially in developing
countries. Lastly, the mobile banking over WAP, this type of mobile banking
service uses wireless application protocol. It is used via downloading an app
onto a Smartphone. From the app, we can perform the same tasks as the other
types of mobile banking systems as well as other services and security

Senior High School
Manila Campus
In line with John Henderson (November 2016), mobile banking, though
perceived by many people as a very insecure platform to transact one’s money, it
is safer in reality than internet banking. This kind of banking it is very hard for it
to be attacked by any form of malware or even cracked as banks use strong
passwords to protect its database more so, even if one loses their phone one has
no cause to raise the alarm as one can disable their accounts remotely using
another phone without necessarily going physically to the bank. Furthermore,
mobile banking though in its infancy stage, it has shown quite a commendable
improvement regarding technological wise as it is much easier for one to view
the movement of their funds from the comfort of their house without worry as
everything is running smoothly and upon request, you receive all the transaction
history via your phone. In addition to this mobile banking has gone an extra step
in virtual wallets where one can see how money is being also spent through
mobile banking, a saving engine has been developed where one is in a position
to save money automatically.

Senior High School
Manila Campus
Features
As stated in Igniteoutsourcing.com (2019). Features’ of Mobile Banking
Consumers are using their devices to send and receive money, manage loan
payments, and even open and close accounts. This trend will continue to grow as
consumers expect more features from their mobile banking services. These
features include: 24-hour access to account balances, account history, and
transactions; Secure mobile check deposit using the Smartphone camera; bill
payments, loan payments, money transfers, security and fraud alerts, and travel
services. Mobile bank's safety & security services must be secure, but at the
same time they need to allow for flexibility and future extensibility. As banks
react to changes in customer expectations, regulations, and available
technologies, their core services need to be able to expand and adapt. Beyond
traditional usernames and passwords, banks are keen to remain on the cutting
edge when it comes to keeping their mobile apps safe. These security features
include:
Senior High School
Manila Campus
•PIN/TAN systems: The PIN is a password required to login to the app, and
TANs (transaction authentication numbers) are a one-time password used to
authenticate transactions. The TAN is often sent separately, via SMS, email, or
postal services.
•Biometrics: Touch ID (fingerprint login); facial recognition; iris scanning –
these have all been implemented by leading banks worldwide to enhance the
security of their apps.
•Voice recognition: A number of banks now offer voice recognition as an
alternative to passwords. All of these requirements stress the core banking
system while placing additional demands on top of the system’s existing
requirements.
Senior High School
Manila Campus
2.2. Related studies
Local Studies
According to De leon, M., Atienza, R.G., &Susilo, D. (2020) in
research entitled: Influence of self-service technology (SST) service quality
dimensions as a second-order factor on perceived value and customer
satisfaction in a mobile banking application. The main objective of this study is
to assess if the Self-Service Technology service quality (SSTQUAL) dimensions
influence the perceived value and customer satisfaction in mobile banking
applications. Structural equation modeling results reveal the positive and
significant influence of SSTs service quality on perceived value in a mobile
banking application. The results emphasized that if service quality offered by
mobile banking is higher, the more it would increase the perceived value.
Findings also confirm that SSTs service quality has a positive and significant
influence on customer satisfaction in a mobile banking application. However,
thisstudy revealed that perceived value has no significant impact on customer
satisfaction in a mobile banking application.

Senior High School
Manila Campus
Based on the study conducted by Morales, D. & Trinidad, F. (2019)
entitled: Digitization of Mortgage Banking among Selected Universal Banks in
the Philippines: Towards a Model of Acceptance of Digital Mortgage Service.It
explored the determinants of the acceptance of mortgage digitization in selected
universal banks in the Philippines from the perspectives of mortgage clients.
This study used the UTAUT model as the theoretical basis which was evaluated
using a sequence of quantitative data and analysis in order to produce a final
model that best explains the predominant phenomena of the data that were
collected. Based on the findings of the study, convenience, ease of use, time
efficiency, technical knowledge and technical support play an important role
with respect to the behavioral intention of clients to accept digital mortgage
service. The behavioral intention of clients to accept digital mortgage service is
not influenced by others as shown in the tested hypothetical relationship between
social influence and behavioral intention.

Senior High School
Manila Campus
In a study conducted by Chiu, J.L., Bool, N.L, & Chiu, C.L. (2017)
entitled: Challenges and factors influencing initial trust and behavioral intention
to use mobile banking services in the Philippines. Results show that this study
supported the study of on the issues that influence initial trust on behavioral
intention to use internet banking in the Philippines. The responses of non-
adopters asserted that initial trust played a significant impact on behavioral
intention whether to use mobile banking services.
According to Lorzano, J., Mediavillo, K.J., et al (2017) research
entitled: Implication of Mobile Banking Features to Customers’ Satisfaction in
Brgy. Poblacion, Candelaria, Quezon. The findings indicate that factors like
security concern, perceived usefulness, cost, and perceived ease of use and
reliability of mobile banking service should be given exceptional priority in
order to make customers satisfied with the mobile banking service It is clear
from the findings that mobile banking on customers satisfaction is very effective,
however there are some challenges facing customers in the usage of mobile
banking services. The main challenge is network problems and for that matter
mobile banking service providers and all stakeholders should work together to
overcome all these challenges.

Senior High School
Manila Campus
In line with Peraro, E., Yang, F., Lin, W. (2016) research entitled: Key
factors to affect the adoption of mobile banking in the Philippines.The rapid
development of internet and popularization of mobile phones has stimulated the
banking and financial sectors towards encouraging customers to use mobile
banking. This study uses factor analysis and multiple regressions to analyze the
factors that affect the behavioral intention to adopt Mobile Banking in the
Philippines. The results revealed that perceived attitude and perceived behavioral
control were key dimensions that affect the behavioral intention to adopt Mobile
Banking. In particular, relative advantage, compatibility, observability, and
trialability, were found to affect attitude factor. In addition, self-efficacy,
technology support and government support were similarly ascertained to affect
perceived behavioral control factor. The results of this study will have useful
implications for banking industry in the Philippines.

Senior High School
Manila Campus
Foreign Studies
In the study conducted by Sharma, S. K. and Sharma, M. (2019)
entitled: Examining the role of trust and quality dimensions in the actual usage
of mobile banking services. Mobile banking is a bank-related innovation where
anyone can use a Smartphone in any financial transactions, Mobile payment via
m-banking is a much-advanced adaptable application that allows mobile
financial transactions. Examining the role of trust and quality dimensions in the
actual usage of mobile banking services: An empirical investigation, it was
determined that service quality and trust are the fundamental determinants on
satisfying users of mobile banking. It is important to have promising service
quality and sufficient protection of user’s information when it comes to mobile
banking in able to retain old customers and attract new and potential customers.
In recent times, people are now familiar with mobile banking as it offers
convenient banking.
Based on Matthew N.O., Sadiku, M.T. &Sarhan, M. (2017) research
entitled: Mobile Banking. Mobile Banking is an internet/online banking system
where you can perform any virtual banking, by the use of internet connection.
Senior High School
Manila Campus
Mobile banking refers to provision of banking services through mobile devices
such as mobile phone or tablet. It is a natural evolution of Internet banking and
a better digital alternative. It represents a breakthrough for remote banking
services. It is providing banking services at any place and at any time.
According to Shaikh, A. and Karjaluoto, H. (2015) research entitled:
Mobile Banking Adoption. Technologies and applications begun to focus on
mobile computing, wireless web, and mobile commerce. Mobile banking (M-
banking) has emerged as an important distribution channel, with considerable
research to its adoption. The present article analyzes and synthesizes the studies
of mobile banking adoption and maps the theories that have used to predict
consumer intentions to adopt the mobile banking. The result says that mobile
banking adoption literature is fragmented, though it commonly relies on
technology acceptance model and modifications, revealing the compatibility
between lifestyle and device, usefulness and attitude are the most important
divers of intentions to adopt mobile banking services in developed and
developing countries.
Senior High School
Manila Campus
Along with Karim, Z., Noreddline, E.J., &Ghizllane, O. (2017) in
research entitled: Security model on mobile banking application: attack
simulation and countermeasures. In today’s’ generation, a lot of people use
mobile devices in all activities such as communication, play, surf on the internet,
shop online and banking transactions. But the applications used do not always
comply with the security requirements on mobile environment and this can cause
vulnerabilities allowing attackers to take control of the phone and to steal some
users’ private data and. That is why, it is very important to take a look at the
security of mobile applications especially of financial institutions and to enhance
the security of these applications against many types of attacks increasingly
sophisticated. This study presented an overview of the different security models
and different security mechanisms, and we presented various security problems
still existing despite the deployment of these security mechanisms and some
recent work that has been conducted in this.

Senior High School
Manila Campus
Corresponding to Wu, H., Xin T., & Shen J. (2015) in research
entitled: Examining security risks of mobile banking applications through blog
mining. Mobile banking offers a lot of benefits to both banks and consumers.
However, security is a significant barrier to the wide adoption of mobile banking
applications. As there are many security risks with the use of mobile banking
applications, it is critical for both banks and consumers to be aware of these risks
and take steps to mitigate the risks. Currently, there is lack of systematic
discussion in the literature about the security risks with mobile banking. The
discussion of security risks of mobile banking is disparate, fragmented and
distributed in different outlets such as academic articles, white papers, security
threat reports and news articles. This paper provides an in-depth review of the
security aspect of mobile banking applications and allows some key security
risks, protection strategy/best practices and future security trends associated with
mobile banking through mining relevant blog posts. The authors employed blog
mining as a research method to analyze blog discussion on security of mobile
banking applications. Security risks, protection strategy/best practices and future
security trends are summarized to help banks and consumers mitigate the
security risks of mobile banking applications.

Senior High School
Manila Campus
2.3. Synthesis
The presented literature made by the researchers, both foreign and local
including the related studies can be used as pieces of information that are
significant to the researchers' study. This includes the meaning, development,
and features of mobile banking, the convenience and impact of mobile banking
which affects the way of paying, security, and services of the customer. Mobile
banking has been prominent this day especially in those students, and employees
who are having a difficult time paying bills and shopping purposes. Gcash is one
of the local apps that have been used these days. This application enables users
to pay bills, loans, tuition fees, send money to anyone, buy loads, borrow loads,
shop online, and buy-in Gcash by using the QR code. Because of the advanced
technology of mobile phones, they stimulated the banking and financial sectors
towards encouraging customers to use mobile banking. It is more convenient that
allows them to use it anytime and anywhere. The safety and security of the
application depend on the way they're handling it. Downloading the application
can give you security and safety but it also needs to be updated and install the
latest version to prevent hackers and scammers. The customers need to have a
reliance on the mobile bank that they operate, the usefulness of the app,
Senior High School
Manila Campus
and the service quality are some significant factors to satisfy the users of it. The
adoption of mobile banking can discern the necessities, seeks of the customer
that can be used to formulate a way to improve the app. A good system quality
such as accuracy and technical efficiency impacts the customer's use of mobile
banking. The researchers will benefit from the pieces of information that are
presented can be used as a guide to formulate a method to use in gathering data
from the participants. Through this, the researcher can have a full understanding
of the topic which is the efficiency of using mobile banking.
2.4. Theoretical Framework
Service
Service
Efficiency
Consumed time per

transaction
Mobile Security Customers’
Reliability
Conveniency
Difficult to use
Accessibility
Senior High School
Manila Campus
The theoretical framework above shows the researchers understanding on
how the mentioned variables of mobile banking affect the customers’ perception.
The eight variables illustrated are service coverage, efficiency, consumed time
per transactions, security, reliability, conveniency, difficultness to use, and
accessibility affects client’s perception on mobile banking. Starting with the
service coverage of mobile banking, this indicates what a mobile banking app
can offer to clients. In terms of quality of the service provided, efficiency,
accessibility, reliability, conveniency and consumed time are some of the factors
that the customers are looking for. These variables show whether the service of
the mobile banking app is much better than traditional banking. Another
important part to point out is the difficultness to use of mobile banking; most
customers prefer easy and fast transaction. Lastly, m-banking security that
protects customers’ personal information and financial transactions. The
variables stated above can affect the customer’s perception on whether using
mobile banking is efficient or not.

Senior High School
Manila Campus
2.5. Conceptual Framework
INPUT PROCESS OUTPUT
Mobile banking
application such as:
• Gcash
• BPI
Demographic profile of the
• Paymaya
respondents in terms of:
• PayPal
• Name • BDO
Evaluation satisfaction
• Gender
level in terms of:
• Educational
Attainment • Online Money
Transaction
• Safety of
personal
information.
Senior High School
Manila Campus
The conceptual framework above illustrates the relationship between the three
major part of the research called, Input, Process, and Output.
The input consists the demographic profile of the respondents such as
name, gender and educational attainment
The process of this research is the application used in mobile banking
and evaluation of satisfaction level of the respondents in terms of: online money
transaction and safety of personal information.
The output of the study is

Senior High School
Manila Campus
CHAPTER 3
RESEARCH METHODOLOGY
3.1. Research Design
In order to identify the efficiency of mobile banking application the grade 12
ABM -students of Philippine Christian University will conduct a quantitative;
descriptive type of research design in this study. This kind of method attempts to
precisely and orderly define population, phenomenon, situation, or other data
that will be gathered. The purpose of this research is to find out which kind of
person uses mobile banking, what are the services it provides, and how efficient
it is to its users.
3.2. Research Locale
The selected respondents of the study are the users of mobile banking
app around Metro Manila. There is no specific type of groups in the selected
respondents, it can be student, worker, or anyone as long as it is a user/client of
mobile banking around Metro Manila for the reason that not all student and
workers use m-banking app. The researchers choose Metro Manila as the
location because most of the researchers lived there.

Senior High School
Manila Campus
3.3. Sampling Technique
In this study, researchers will select 100 mobile banking users by using
Purposive Random sampling. According to HealthKnowledge (2021) Purposive
sampling, also known as selective, or subjective sampling. Mobile banking app
user purposive sampling has the advantage of being time-and cost-effective to
perform whilst resulting in a range of responses. The researchers choose this
sampling method because it permits each member of the population to be
in equal chance of being chosen as respondents.
3.4. Research Instruments
We will be using survey questionnaire as our instrument. The researchers
made the questionnaire design and will be conducted through Google forms. The
goal is to know the information on what is the mobile banking applications the
respondents preferred to use, including the efficiency of it. The researcher will
make a semi structured survey questionnaire the efficiency of mobile banking
app.
Senior High School
Manila Campus
The questionnaire has 3 sections; I, II and III.
• Section I is the demographic profile. This is the information which includes
name, age, gender and educational attainment.
• Section II is the ratings of the respondent’s perception in efficiency of mobile
banking.
• Section III an open-ended question asking, what are the common problems
encountered in mobile banking applications, and recommendations to improve
the services provided by mobile banking app.
3.5. Data Gathering Procedure
The Researchers will conduct a questionnaire checklist, and a letter of
request to be prepared. The researchers will create the survey with the
appropriate questions related to mobile banking. The survey asks what kind of
mobile banking apps they are using in particularly. Before the researchers gave
the questionnaire to the respondents the researchers will explain to the
respondents the important details of online banking to our research so that they
can answer the questionnaire with full knowledge and responsibility. After the
researcher clarifies some term, the researchers will request the respondents to
Senior High School
Manila Campus
answer with all honesty because we believe that if they answered honestly it will
help us to conduct a better research. In the questionnaire, Likert scale will be
used to rate the respondents’ perceptions with the highest grade of 5 and lowest
of 1. After approval of the questionnaire, an online Google form will be sent to
the 150 mobile banking users. After the respondents answered the questionnaire,
the researcher will collect the online survey and subject it for data analysis
procedure.
3.6. Statistical
A. T-Test
According to Rebecca Bevans (2020). A t-test is a statistical
test that is used to compare the means of two groups. It is often used
in hypothesis testing to determine whether a process or treatment actually
has an effect on the population of interest, or whether two groups are
different from one another. A t-test can only be used when comparing the
means of two groups (a.k.a. pairwise comparison). The formula of T-Test
is;
̅𝟏 − 𝒙
(𝒙 ̅𝟐
𝒕=
𝟏 𝟏
𝑺𝒑 √𝒏 + 𝒏
𝟏 𝟐
Senior High School
Manila Campus
A. Chi Square
According to Glen, S. (2020). A chi-square statistic is one way to show a
relationship between two categorical variables. In statistics, there are two types
of variables: numerical (countable) variables and non-numerical (categorical)
variables. The chi-squared statistic is a single number that tells you how much
difference exists between your observed counts and the counts you would expect
if there were no relationship at all in the population. The formula of Chi square
is:
̅ 𝟐 )𝟐
𝑿𝟏 − 𝑿
𝑿𝟐𝒄 =
𝟏 𝟏
𝑺𝒑√ +
𝒏𝟏 𝒏𝟐
Senior High School
Manila Campus
CHAPTER 4
PRESENTATION, RESULTS, AND DISCUSSIONS
This chapter presents the data analysis and interpretation from the data
collected. The data collected are from the online survey conducted b the
researchers. The findings of the data will be presented according to the
objectives of this study.
4.1. Demographic Profiles of the respondents
This section on the data collected by the researchers contains or
respondent’s demographic profile in terms of: Gender, and Educational
Attainment.
Senior High School
Manila Campus
Figure 4.1.1 Demographic profiles of the respondents according to gender.
81 (54%)
69 (49%)
Female Male
Based on the illustration of the figure 4.1.1 above it shows that eighty-
one (54%) of the respondents are female and sixty-nine (49%) of the respondents
are male.
Senior High School
Manila Campus
Table 4.1.2 Demographic profiles of the respondents according to
educational attainment.
Educational Frequency Percentage
Attainment
Junior High School level 16 10.66%
Senior High School 75 50%
level
High School Graduate 6 4%
Vocational Level 3 2%
College Level 50 33.33%
On the table 4.1.2 above presents the educational attainment of the
respondents. Based on the data collected, 10.66% of the respondents are in
Junior High School level, 50% are in Senior High School level, 4% are High
School Graduate, 2% are in Vocational level, and 33.33% of the respondents are
in College level.
Senior High School
Manila Campus
4.2 Types of Mobile Banking Application used.
50.00%
40.00%
30.00%
Female
20.00% Male
10.00%
0.00%
Gcash Paymaya Paypal BPI BDO
Figure 4.2.1
As reflected in the figure 4.2.1, it shows the mobile banking apps that the
respondents usually used. As reflected in the figure, the researchers found that
eighty-two-point two percent (82.2%) of the participants use Gcash while, six-
point fifteen percent (6.15%) use BPI, four-point nine percent (4.9%) use
Paymaya, three-point seven (3.7%) use Paypal, and three-point zero six percent
(3.06%) used BDO.

Senior High School
Manila Campus
4.3 Perception of efficiency of Mobile banking of the respondents
In this section, the researchers will discuss the efficiency of mobile banking
based on the perception of the respondents in terms of A. Online Money
Transaction and B. Safety of personal information with the use of rating scale.
Table 4.3.1 Gender a level of satisfaction of the respondents on mobile
banking application in terms of online money transaction
Gender 5 4 3 2 1 Total X Interpretation
Female 253 230 80 8 6 577 4.24 Very Satisfied
Male 168 227 80 12 2 489 4.12 Satisfied
The table 4.3.1 above indicates the result of the data collected. It shows that
the female respondents are very satisfied and male respondents are satisfied with
the online money transaction of mobile banking application.

Senior High School
Manila Campus
Table 4.3.2 Gender a level of satisfaction of the respondents on mobile
banking application in terms of safety of personal information
Gender 5 4 3 2 1 Total X Interpretation
Female 223 173 76 11 9 492 4.20 Very Satisfied
Male 186 160 60 7 1 414 4.26 Very Satisfied
The table above shows that, female and male respondents are very
satisfied regarding the safety of personal information of their mobile banking
application.
Senior High School
Manila Campus
Table 4.3.3 Educational attainment a level of satisfaction of the respondents
on mobile banking application in terms of Online Money Transaction
Educational 5 4 3 2 1 Total X Interpretation
Attainment
Junior High 47 52 12 0 1 112 4.29 Very Satisfied
School
Senior High 209 215 90 3 3 520 4.2 Satisfied
School
High School 23 12 7 1 0 43 4.33 Very Satisfied
Graduate
Vocational 6 13 1 0 1 21 4.10 Satisfied
Level
College Level 127 155 48 16 6 352 4.08 Satisfied

Senior High School
Manila Campus
The table 4.3.3 above shows that, senior high school and high school
graduate respondents are very satisfies, while the junior high school, vocational
level and college level are satisfied about the online money transaction of mobile
banking application.
Table 4.3.4 Educational attainment a level of satisfaction of the respondents
on mobile banking application in terms of safety of personal information.
Educational 5 4 3 2 1 Total X Interpretation
Attainment
Junior High 48 30 16 2 0 96 4.29 Very Satisfied
School
Senior High 236 144 64 4 3 451 4.34 Very Satisfied
School
Senior High School
Manila Campus
High School 15 11 8 2 0 36 4.08 Satisfied
Graduate
Vocational 7 10 1 0 0 18 4.33 Very
Level Satisfied
College Level 106 136 47 10 1 300 4.12 Satisfied
According to the data above, junior high school, senior high school and
vocational level respondents are very satisfied, while high school graduate and
college level respondents are satisfied about the safety of personal information in
mobile banking application.

Senior High School
Manila Campus
4.3. Mean satisfaction level of the respondents on efficiency of mobile
banking in terms of online money transaction.
5 4 3 2 1 Total X Interpretation
Accessibility of
online money
67 68 14 1 0 150 4.34 Very Satisfied
transaction
anytime
Accessibility of
online money
62 62 25 1 0 150 4.23 Very Satisfied
transaction
anywhere
Usefulness of
mobile banking 71 62 13 2 2 150 4.32 Very Satisfied
application.
6 Senior High School
Manila Campus
Conveniency of
mobile banking 70 57 18 5 0 150 4.28 Very Satisfied
application.
Service rate
charged by
23 66 49 3 9 150 3.60 Satisfied
banking
institution.
Time consumed
for the online

59 66 19 6 0 150 4.19 Satisfied
money
transaction
Real time
transaction 60 66 22 2 0 150 4.23 Very Satisfied
attained.
Senior High School
Manila Campus
As shown in the result above, based on the data collected by the
researchers, the mean level of satisfaction of the respondents in online money
transaction in terms of Accessibility of online money transaction anytime,
Accessibility of online money transaction anywhere, Usefulness of mobile
banking application and Conveniency of mobile banking application are very
satisfied. Regarding the service rate charged by banking institution and time
consumed for the online money transaction, the respondents are satisfied. In real
time transaction attained, respondents are very satisfied.

Senior High School
Manila Campus
4.4 Mean satisfaction level of the respondents on efficiency of mobile
banking in terms of online money transaction.
5 4 3 2 1 Total X Interpretation
Well secured
personal 62 64 21 3 0 150 4.23 Very Satisfied
information.
Account
verification
76 57 16 1 0 150 4.39 Very Satisfied
before
transaction.
Authentication
code before
71 57 20 2 0 150 4.31 Very Satisfied
accessing the
account.
Senior High School
Manila Campus
Clients are
updated to every 79 48 21 1 1 150 4.35 Very Satisfied
transaction.
Clients’ money is
safe in case the
clients’ loss 58 52 33 6 1 150 4.07 Satisfied
his/her mobile
phone.
Clients receive
safety alerts when
someone tries to 63 55 25 5 2 150 4.15 Satisfied
open their
account.
Senior High School
Manila Campus
As observed, the mean level of satisfaction of the respondents in mobile
banking in terms of safety of personal information. Respondents are very
satisfied with the security of personal information, Account verification before
transaction, Authentication code before accessing the account, and updates
receive by the clients every transaction. Also, regarding the safety of clients’
money in case the client loss his/her mobile phone and safety alerts receive by
the clients when someone tries to open their accounts, respondents are satisfied.
4.5 Common problems encountered on the respondents’ mobile banking
application
22 (14.67%)
71 (47.33%)
19 (12.67%)
Technical Difficulties
Transaction Difficulties
Fraud/Scam
Limited amount of money
38 (25.33%)
Figure 4.4.1
Senior High School
Manila Campus
In the figure 4.4.1, it shows the common problems encountered while
using the different mobile banking apps. As observed the researchers found that
forty-seven-point thirty three percent (47.33%) encountered Technical
Difficulties while, twenty-five-point thirty three percent (27.33%) experiencing
Transaction difficulties, and fourteen-point sixty seven percent (14.67%)
experiencing limited amount of money, lastly twelve-point sixty seven percent
(12.67%) encountered Fraud and scam while using different mobile banking
apps.
Senior High School
Manila Campus
4.6 Summary of the respondents’ suggestions to have an effective and well
secured mobile banking application.
In the summary of the suggestions of respondents we categorized the
answers of the respondents where the answers have somewhat a similarity with
one another. Based on the data collected with regard to the suggestion of
respondents for an effective and well-secured application, the majority of the
respondents which is 62 out of 150 (41.33%) respondents implied to focus on the
privacy and security of mobile banking application; some of the suggestions are
two or more verification codes before accessing the account, multi-factor
authentication features, and lastly on-time text and email alerts in every
transaction to avoid fraud and scams. 45 out of 150 (30%) respondents don't have
any suggestions or already satisfied with the service that they are receiving in
terms of security and effectiveness. 30 out of 150 (20%) respondents mainly
suggested that these mobile banking applications should be improved overall
wherein the customers can have a better experience when using the application
and having their transactions. And lastly, 13 out of 150 (8.67%) respondents
suggested that these banking institutions should have a briefing about the dangers
and benefits of these mobile banking applications to further widen the
understanding of people about mobile banking.

Senior High School
Manila Campus
4.7 Statistical Analysis
Chi Square
Table 4.7.1 Gender on efficiency of mobile banking in terms of online money
transaction and safety of personal information
Variables
Gender Online money Safety of personal

Total
transaction information
Female 4.24 4.20 8.44
Male 4.12 4.26 8.38
Total 8.36 8.46 16.82
Based on the table, the computed value is 16.82 which is greater than the
critical value of 0.002 at significance level of 0.05. Therefore, the null hypothesis
is rejected which means that there is significance difference of gender on the
respondent’s perceptions on efficiency of mobile banking app in terms of online
money transactions and safety of personal information.

Senior High School
Manila Campus
Table 4.7.2 Educational Attainment on efficiency of mobile banking in terms
of online money transaction and safety of personal information
Variables
Gender Online money Safety of personal

Total
transaction information
Junior High
4.29 4.29 8.58
School
Senior High
4.2 4.34 8.54
School
High School
4.33 4.08 8.41
Graduate
Vocational
4.10 4.33 8.43
Level
College Level 4.08 4.12 8.2
Total 21 21.16 42.16

Senior High School
Manila Campus
Based on the table, the computed value is 42.16 which are greater than the
critical value of 0.02 at significance level of 0.05. Therefore, the null hypothesis
is rejected which means that there is significance difference of educational
attainment on the respondent’s perceptions on efficiency of mobile banking app
in terms of online money transactions and safety of personal information.

Senior High School
Manila Campus
T – Test
Table 4.7.3 Efficiency of mobile banking in terms of online money
transaction and safety of personal information
Online money transaction Safety of personal

information
4.34 4.23
4.23 4.39
4.32 4.31
4.28 4.35
3.60 4.07
4.19 4.15
4.23 ---------
4.17 4.24
Senior High School
Manila Campus
According to the table, using the T-Test formula, the tabular value is 0.06
at significance level of 0.05. Therefore, which means that there no significant
relationship between demographic profile of respondents and level satisfaction
on efficiency of mobile banking in terms of: online money transactions and
safety of personal information.

Senior High School
Manila Campus
CHAPTER 5
SUMMARY OF FINDINGS, CONCLUSION, AND
RECOMMENDATIONS
This chapter contains the summary of findings of the data gathered by
the researchers; conclusion based on the data analysis from the precious chapter
and recommendation regarding the efficiency of mobile banking.

Senior High School
Manila Campus

M Banking

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

M Banking

Uploaded by

Copyright:

Available Formats

Philippine Christian University

Senior High School

Efficiency of Mobile Banking Among Selected

Users in Metro Manila

Aquitania, Juan Miguel

Barbosa, Ann Nicole

Cantillo, Danica Corhine

Carable, Julius Hendrix

Fernandez, Cherry Mae

PROBLEM AND ITS BACKGROUND

1.1 Background of the Study

or to buy some stuff.

SMS banking. After Smartphone were introduced with WAP (Wireless

Mobile Banking refers to provision and an ailment of banking and financial

services with the help of mobile telecommunication devices. Mobile banking

allows consumers to be able to access banking services from anywhere.

directly to their phone numbers. (Course Hero, 2020).

Mobile Banking is a banking activity conducted on a smart phone. This

effortlessly. (Hawrylack,2020). In line with wordpress.com (2015), the

trading convenience. (Wisniewski, M., 2021).

1.2 Statement of the problem

The main purpose of this research is to determine the efficiency of

Specifically, it seeks to answer this following question:

1. What is the demographic profile of the respondents and level of efficiency of

mobile banking in terms of:

2. Is there a significant relationship in demographic profile of respondents and

level of satisfaction of the respondents on the efficiency of mobile banking app

A. Online money transaction

B. Security and safety of accounts

3. What are the common problems encountered in mobile banking applications?

There is no significant relationship between demographic profile of

respondent and level of satisfaction on efficiency of mobile banking application

in terms of online money transactions and safety of personal information.

1.4 Significance of the study

The researchers acknowledge that this study will be significant to the

institution to assess further efficiency of mobile banking apps and develop

guidelines which improve the security of their clients.

mobile banking apps are safer and more convenient to use

Future Researchers– The data will serve as basis to similar study is

related to mobile banking.

1.5 Scope and Limitations

Gcash, among selected users in Metro Manila. A random selection of 150

regarding the perception of respondents toward the efficiency of online mobile

of accounts. The study will be conducted on the 1st quarter of 2021.

Network accessibility and technical problems are not included in our

1.6 Definition of Terms

ATM- (automated teller machine) is a specialized computer that makes it

convenient to manage a bank account holder's funds. (Bruene, J., 2006)

Cheque/check- a document that orders a bank to pay a specific amount of

issued. (BrueneJ., 2006)

Efficiency - The state or quality of being efficient, or able to accomplish

Financial institutions- are corporations that provide services as

intermediaries of financial markets. (Bruene, J., 2006)

Mobile banking- is a service provided by a bank or other financial

institution that allows its customers to conduct financial transactions remotely

using a mobile device such as a Smartphone or tablet. (Bruene, J., 2006)

Online banking- a method of banking in which transactions are

conducted electronically via the internet. (Bruene, J., 2006)

Online Money Transaction -An online money transaction, also known

as a PIN-debit transaction, is a password-protected payment method that

Security – The protection of computer systems and networks from the

theft of or damage to their hardware, software, or electronic data, as well as from

the disruption or misdirection of the services they provide.(Wikipedia, 2021)