FACTORS IN CHOOSING MOBILE BANKING APP

A Research Paper presented to the

Science, Technology, Engineering, and Mathematics
Tanza National Comprehensive High School – Senior High School

In Partial Fulfillment of the requirements for the subject

Inquiries, Investigations, and Immersion

ABRIOL, MAE JOY

ANGLO, SAM JASTINE
APOSTOL, LUISA
ARARACAP, JHON CARL
ARELLANO, RHOB STEVEN
BOCITA, RYZA
BUGARIN, CHRISTIAN
CARDONES, SHANEL JOY
CENIZAL, JOREIGN
CLAMOSA, CARLYN JOY
MEJOS, ROSS
MILLAMA, ELJHEAN

1
 APPROVAL SHEET

The Research Paper entitled “FACTORS IN CHOOSING MOBILE BANKING

APP ” prepared and submitted by ABRIOL, MAE JOY, ANGLO, SAM JASTINE,
APOSTOL, LUISA, ARARACAP, JHON CARL, ARELLANO, RHOB STEVEN,
BOCITA, RYZA, BUGARIN, CHRISTIAN, CARDONES, SHANEL JOY, CENIZAL,
JOREIGN, CLAMOSA, CARLYN JOY, MEJOS, ROSS, and MILLAMA, ELJHEAN In
partial fulfillment for the subject Inquiries, Investigations, and Immersion.

MR. JAN RENN O. ARLE

Subject Teacher

Examined and reviewed by the committee on Research Paper Oral Presentation

and was given a grade of ___________.

PANELIST 1 PANELIST 2
Panel Member Panel Member

RUFINA S. RIVERA
Panel Chairman

As approved as partial fulfillment of the requirements for Senior High School –

SCIENCE, TECHNOLOGY, ENGINEERING AND MATHEMATICS (STEM) strand.

ELIZABETH A. SORIANO NORMAN C. BARROSO

Research Coordinator SHS Coordinator

Approved:

JOIE E. BUENDIA, EdD

School Principal

2
 TABLE OF CONTENTS

Approval Sheet ……………………………………………………………………….. i

Chapter 1. INTRODUCTION

Background of the Study …………………………………………………….. 4

Statement of the Problem ……………………………………………………. 5

Conceptual Framework ……………………………………………………… 6

Research Hypothesis ………………………………………………………… 9

Scope and Delimitation ……………………………………………………… 9

Significance of the study …………………………………………………..… 10

Definition of Terms ………………………………………………………….. 11

Chapter 2. REVIEW OF RELATED LITERATURE ……………………………….. 12

Chapter 3. METHODOLOGY

Research Design …………………………………………………………….. 15

Locale of the Study …………………………………………………….……. 16

Population and Sampling ………………………………………………….… 16

Research Instrument ………………………………………………………… 17

Data Gathering Procedure …………………………………………………… 17

Data Analysis ……………………………………………………………..… 18

REFERENCES ……………………………………………………………………….. 24

3
 Chapter I
INTRODUCTION

Background of the Study

Nowadays, people prefer to buy and perform tasks using advanced

technologies like online apps since they are convenient and easy. Banking institutions use

advanced technologies to develop a variety of electronic channels that eliminate the need

for traditional banks. Mobile banking (M-banking) has emerged as a new technology,

trend, and source of increased interest (Cheng et al., 2006; Chin et al., 2003). M-banking

is a service provided by banks and other financial institutions that allows customers to

manage business transactions using mobile devices such as smartphones and mobile

tablets. Internet banking uses internet browser software, whereas M-banking uses

applications. This is how M-banking differs from internet banking. Smartphones have

recently become indispensable in people's daily lives. While smartphone technologies

continue to advance, Asian countries' demand for M-banking for financial services and

mobile commerce has increased (Akhtar et al., 2019). Financial institutions can benefit

from M-banking when customers conduct banking transactions on mobile devices.

M-banking is a useful application for business people that can provide numerous benefits

to entrepreneurs (Laukkanen et al., 2007).

The previous studies examined the barriers to M-banking and identified obstacles

that negatively affect M-banking use intention and found a way to overcome these

obstacles (Siyal et al., 2019). This study focuses on specific factors influencing

4
M-banking adoption to expand our understanding of M-banking technologies. Customer

relationship management is a necessary responsibility in order to increase customer

satisfaction and interaction with M-banking (Hamidi & Safareeyeh, 2019). Previous

researchers investigated the factors that influence M-banking adoption. For example,

Akturan and Tezcan (2012) investigated the impact of perceived risk on customer

adoption of M-banking. Selwyn (2007) incorporated gender into the adoption of new

technologies. However, there needs to be more research into the factors and availability

of the said M banking apps and the long-term intention of using M-banking, particularly

its characteristics as a self-service technology in the Philippines, especially in the

province of Tanza, Cavite. Furthermore, people still need to learn about the technical

aspects that drive customers to use M-banking in the long run.

Statement of the Problem

This research focuses mainly on measuring the level of consumer satisfaction,

evaluating their choices, preferences, significant factors for mobile banking retention, and

Mobile banking characteristics as a self-service technology.

This research specifically aims to answer the following questions:

1. What are the Factors in choosing Mobile Banking Apps?

2. What Mobile banking app is the most used?

3. Is there a significant difference between demographic and choosing mobile

banking apps?

5
Conceptual Framework

That is no hidden fact that technology now dominates a significant portion of our

everyday life. And now that nearly everything is digital, there is hardly any excuse to let

our guard down, not even when it comes to our obligations in terms of jobs and money.

For instance, the current health crisis has so far forced many of us Filipinos in Cavite to

rely on our phones and personal laptops to get by. Digital banking and wallet apps are

undoubtedly some of the unacknowledged heroes of this era, helping with anything from

placing food orders to sending donations. The finest mobile banking apps are listed below

for Filipinos, who should already have them.

Figure 1. Framework

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Mobile Banking for Personal use

Using mobile banking services absolutely secures your personal information. It

puts you in control of your money and makes it easier for you to keep track of your

finances when you manage your accounts through a mobile app.

Mobile Banking in Organization

Capital management is more attainable and simpler for your company with

mobile banking. You not only fulfill your company's financial responsibilities, but you

also keep enough cash on hand. As more and more businesses demand the possibilities

and accessibility that come with technology, banking systems will continue to advance

(Emmanuel, 2018).

Unionbank

The superior technology and hassle-free financial services offered by

UnionBank are frequently praised. The same is true of the UnionBank Online app. With

this mobile banking app, you can easily manage your accounts and cards, make free

money transfers to different banks, and carry out any other necessary financial

operations.

BDO Mobile Banking App

BDO Unibank, Inc. is yet another essential app for mobile banking on this list.

With the use of this convenient banking tool, you can effortlessly pay utility bills in

7
addition to keeping an eye on your BDO deposit accounts, credit card transactions, and

loan information. Electricity, water, cable, and postpaid cell plan bills are included in this.

Metrobank Mobile Banking App

You have immediate access to your online accounts whenever and wherever

you are thanks to the updated Metrobank Mobile Banking app. It provides all the features

you need for mobile banking, including bill payment, fund transfers, load sending, branch

finder, and rate checking.

BPI Mobile Banking App

The BPI Mobile app, which is available for both Android and iOS

smartphones, provides important features that suit the mobile lifestyle of every Filipino.

You can examine your account information, including your electronic statements, in the

most recent version.

EastWest Mobile Banking App

You may access your bank account anywhere with the East-West Bank Mobile

App. Discover and use a range of high-end banking services and products, including

Secured Credit Cards, Global Student, Premier Digital Checking, and more.

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Land Bank Mobile Banking App

According to Aaron (2022). Customers of Landbank are the target audience for

the Landmark mobile banking app. Customers can easily access the bank's many

services, including checking accounts, bank transactions, and much more, on their

smartphone devices thanks to the online application.

Research Hypotheses

The purpose of the current research is to better understand factors that lead

Tanza, Cavite residents to use mobile banking. The study also looks into whether there is

a significant difference between the demographic profiles and choosing mobile banking

apps. This can be further investigated by one (2) null hypothesis. H01:There is a

significantly different between age and choosing mobile banking app. H02:There is

significantly different between gender and choosing mobile banking apps.

Scope and Delimitation

This study mainly focused on the factors in choosing Mobile Banking Apps

adopted by Tanza National Comprehensive High Students. The Primary Subjects of

this research study will consist of consumer satisfaction and retention. The

respondents will be limited to one - hundred (100) consumers of Mobile banking in

the Division of Tanza, Cavite.

The study will be conducted from October 2022 – March 2023.

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Significance of the Study

The researchers believe that this study will not only yield data that will be

helpful to them, but also it will be greatly beneficial for the following groups of people:

Consumers. Customers will be equipped with specific information about what

goes into choosing mobile banking as well as how mobile banking is being improved. On

the other hand, by evaluating self-service technology characteristics, consumers will have

complete characteristic knowledge of M-banking.

Banking Institutions. Banking Institutions can gain from being knowledgeable

of the M-banking aspects that encourage user adoption and use it to them as a guide to

improvement.

Application Developers. Application Developers can benefit in addition to

Banking institutions because they can create applications to improve Mobile banking

efficiency, They provide the banking sector with a suitable M-banking application.

Learners. The results of this research will assist students in learning about

self-service technology characteristics and mobile banking, and they will be able to use

this information as future references in this area.

Teachers. The outcome of this study will enable teachers to understand more

about the factors in choosing mobile banking.

10
 Future Researchers. This paper can be referenced by future researchers. They

can conduct a review of the literature on pertinent subjects using the information from

this study.

Definition of Terms

The terms listed below are further defined, either conceptually or operationally:

Mobile Banking. It refers to the usage of a mobile device in transactions money

that some banking institutions offer this service.

Self-service Technology. Self-service technologies (SST) are those that enable clients to

carry out a transaction, administer it, or gather data without the help of an employee.

(ombori.com, 2021)

Financial institutions. According to Adams Hayes (2022), Within the financial

services industry, financial institutions are responsible for a wide range of company

operations such as banks, trust companies, insurance companies, brokerage firms, and

investment dealers.

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 Chapter II
REVIEW OF RELATED LITERATURE

Mobile banking was described by Shaikh and Karjaluoto (2015) as a form of

electronic commerce (e-commerce) that serves as a fundamental framework for mobile

application technologies or services. Additionally, M-banking can be used as a substitute

for financial operations like shopping and giving, fund transfers, peer-to-peer payments,

and other non-financial services like PIN changes and balance inquiry checks in an era of

new information and communications technologies (ICTs). Customers can easily conduct

financial transactions using mobile devices like smartphones as the aforementioned

transactions become key services provided by banking organizations. Mobile payment is

one of the most frequently used transactions in M-banking services. A set of services for

paying for goods, services, and bills that are incorporated into mobile devices is known as

mobile payment (Yang et al., 2012).

According to the research of Faruq et al. (2019), Customers prefer to conduct

transactions online rather than visiting a physical bank branch, which could be far from

home, businesses must provide the right amenities like a bank branch to attract more

clients to their brand. Additionally, clients are more likely to utilize mobile banking

services more frequently when the number of users rises.

A study by Amin et al., (2006) In order to capture university students as

potential customers for mobile banking in the future, Islamic banks must segregate their

customers based on demographic priority (i.e. race, religion, age, gender, and field of

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study). The finding indicated that If we are choosing mobile banking, we have high

expectations from the company of the app, especially the young adults.

Research has been done to examine how students feel about mobile banking

and what they anticipate from it. Additionally, the socio-demographic characteristics of

the pupils were examined in the study. As stated, a sample was drawn from students at

the Labuan International Campus of the Universiti Malaysia Sabah. The results show that

students often learn about and use mobile banking for their banking needs. The findings

also show that students' attitudes and expectations are the most reliable explanatory

variables in predicting their propensity to use mobile banking in the future. (Amin et al.,

2006)

According to Faruq et al (2019), Numerous factors have a role in people's

decision to convert to mobile banking. If we pay great attention to all the variables, we

will notice that individuals are mostly migrating to mobile banking for its convenience.

Additionally, they chose only four of the many factors influencing the use of mobile

banking in their research because, based on their initial survey, in which they asked

respondents about the main aspects rather than specific causes, they found that these four

factors were the most important in convincing users to switch to mobile banking:

availability, user experience, perceived service quality, and marketing activities.

According to Naruetharadhol, et al (2021), One of the many service quality

issues that have focused on how clients collaborate with businesses to deliver great

13
service results is the service quality of SSTs.Additionally, SSTs' service quality is

developed in response to technological advancements in order to improve customer

experience, lower labor costs, retain consumers, and advance technology to grow

businesses (Ryu et al., 2012).SSTs' service quality, loyalty, and behavioral intentions are

all positively correlated, according to research by Shahid Iqbal et al. (2018) on how SSTs

affect customer satisfaction, loyalty, and behavioral intentions.

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 Chapter III
METHODOLOGY

Research Design

According to McCombes, S. (2022), a research design is making ensuring that

your methodologies and data analysis are appropriate for your research goals and data is

made easier by a well-planned study design. A research design may be required of you as

a stand-alone assignment, as a component of a bigger research proposal, or as part of

another project. In either situation, you should carefully assess which approaches are best

and practical for resolving your quandary.

This research design study aims to know why consumers choose the e-mobile

banking app around tanza Cavite. This study is a non-experimental research and utilized a

comparative research design in evaluating the factors of using an e-mobile banking app in

Tanza, Cavite. Researchers choose to use comparative research to know the similarities

and differences of factors between those banking apps, what are their advantage and

disadvantages. There are some factors including in using or choosing an e-mobile

banking app including usefulness, convenience, security, design, trust, quality, and value.

These factors influence electronic banking adoption rates, customer satisfaction, and

customer loyalty. Moreover, the design is the most appropriate for data gathering as it is

also used in similar studies. This study used a quantitative research method. Selected

quantitative data gathering instruments and data analysis methods assessed the variables

according to related studies.

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Locale of the study

The location of this study is in the Municipality of Tanza, Cavite. In the year

2022-2023. Since the Study was conducted where students and teachers are still coping

with the new normal, the study was conducted at the location where the school of the

researchers is located. This is to ensure that data collection is convenient and easy

considering the current situation.

Population and Sampling Method

The most straightforward and most popular technique for choosing a sample is

simple random sampling (SRS).where the sample is chosen level by level, with a chance

of selection for each unit being equal at each draw. In other terms, simple random

sampling is an approach for choosing a sample of N units from a population of N units

by equally likely all of the units to be chosen. With the same chance of selection, all

potential variations of n units may be created from the population of n units using this

sampling strategy.

291,296 people living in Tanza Cavite who use an online banking app as

consumers, thus we used Cochran to determine the number of respondents required for

our sample size. 385 respondents were sampled by the researchers, who used a 95%

confidence level to make the research more valid and reliable. The respondents were then

given a Google Forms online questionnaire to complete and fill out, which was made up

of closed-ended questions.

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Research Instrument

The survey used a set of questionnaires that were created. People in Tanza,

Cavite, were given questionnaires to fill out. They were picked using "simple random

sampling," with the goal of generalizing the study's sampled population. This made sure

that the outcomes were accurate and precise. These surveys are being used to learn more

about Tanza's preferences for mobile banking. There are three (3) parts to the survey. Part

1: to collect demographic information about the respondent. Using a four-point scale, Part

2 will compile the respondents' reasons for selecting mobile banking. To learn about

respondents' preferred mobile banking apps and the reasons that influenced their

selection, see Part 3.

Data Gathering Procedure

As we have access to knowledge on how to promote the factors associated with

this topic by monitoring various routines or transactions through banking apps, users can

indeed be observed while also being presented or connected to the normal world.

Observation evidence gathered effectively can contribute to efficiently delivering the

actual contents of this proposed study.

The procedures for evaluating the aspects of mobile banking will help process

the issues that arise in every user's mind with the aid of survey instruments. Users will

then be able to learn that many users are arrogant and thoughtless in their use.

17
 A survey instrument created by the researchers was used to collect information

from the participants prior to data collection. An online survey with instructions was

provided to the participants using Google Forms. To ensure the participant's privacy and

anonymity, every survey was coded. Participants were told to review their survey before

sending it back.

Data Analysis

Data was collected, totaled, and descriptively evaluated after the responses were

examined. The data obtained completed descriptive analysis. Using a four-point Likert

scale interpretation, the degree of satisfaction and the factors influencing the choice to

use a mobile banking app were examined and measured. The results using the scale were

suitably interpreted using the participants' verbal judgments of the mean scores.

The researchers examine and interpret the data based on the parameters listed below:

Scaling Range of mean Descriptive Rating Descriptive Interpretation

4 3.26 - 4.00 High Impact This means that when choosing a

mobile baking app, the factors

have a High Impact.

18
 3 2.51 - 3.25 Moderate Impact This means that when choosing a

mobile baking app, the factors

have a Moderate Impact.

2 1.81 - 2.50 Low Impact This means that when choosing a

mobile baking app, the factors

have a Low Impact.

1 1.00 - 1.80 Very Low Impact This means that when choosing a

mobile baking app, the factors

have a Very Low Impact.

Table 3.1. Scale for the level of Factors in Choosing a Mobile Banking App

Scaling Range of mean Descriptive Rating Descriptive Interpretation

4 3.26 - 4.00 High This means that the Mobile

Banking app is Highly preferred

by consumers.

3 2.51 - 3.25 Moderate This means that the Mobile

Banking app is Moderately

preferred by consumers.

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 2 1.81 - 2.50 Low This means that the Mobile

Banking app is the lowest

preferred by consumers.

1 1.00 - 1.80 Very Low This means that the Mobile

Banking app is the Very lowest

preferred by consumers.

Table 3.2. Scale for the level of Mobile Banking App Most Used

Scaling Range of mean Descriptive Rating Descriptive Interpretation

4 3.26 - 4.00 High This means that there's a Highly

significant difference between

demographic and choosing

mobile banking apps

3 2.51 - 3.25 Moderate This means that there's a

moderately significant difference

between demographic and

choosing mobile banking apps

2 1.81 - 2.50 Low This means that there's a low

significant difference between

20
 demographic and choosing

mobile banking apps

1 1.00 - 1.80 Very Low This means that there's a very low

significant difference between

demographic and choosing

mobile banking apps

Table 3.3. Scale for the level of significant difference between demographic and choosing

mobile banking apps

The following statistical tools were used by the researchers:

Frequency Count. This was used in tallying responses of participants regarding

their choosing banking apps. This answered problem number 2.

Percentage Distribution. It served to establish a comparison value for the

participants' responses regarding their choice of the banking app. It was also used to

establish the quantitative relationship between each respondent's response and the

average response. The frequency (sum of responses) was divided by the total responses in

order to calculate the percentage. This resolved issue number 2. The following is the

Percentage Distribution formula:

𝑓
% = 𝑛

21
Where:

% is the percentage

f is the frequency, and

n is the number of cases

Mean. It was produced by adding up all the scores and dividing them by the total

number of cases. This information was used to solve problems 1 and 3 where the Mean

was computed to get the average scores. The following is the mean formula:

∑𝑥
𝑥= 𝑛

Where:

x is the mean of the set of x values

∑x is the sum of the x values, and

n is the number of x values

Z- Test. Any statistical test for which the test statistic's distribution under the null

hypothesis may be roughly represented by a normal distribution is known as a Z-test.

using this, the sample mean and population mean will be compared. The hypothesis and

problem 3 were resolved using this information. The following is the z - test formula:

22
 (𝑥 − µσ)
𝑧 = 𝑠

Where:

z is the Z-test

𝑥 is the sample average

µσ is the mean

s is the standard deviation

REFERENCES

Journal

Ntsiful, A., Adu Kwarteng, M., Bashiru Jibril, A., Popesko, B., and Pilik M. (2020). Factors
Driving the Adoption of Mobile Banking App: An Empirical Assessment in the Less Digitalized
Economy. https://link.springer.com/chapter/10.1007/978-3-030-64861-9_11

23
Jahan, N., and Shahria, G. (2021). Factors affecting customer satisfaction of mobile banking in
Bangladesh: a study on young users’ perspective.
https://www.emerald.com/insight/content/doi/10.1108/SAJM-02-2021-0018/full/html

Yu, S. (2009) Factors influencing the use of Mobile Banking: The case of SMS-based Mobile
Banking.
https://drive.google.co/file/d/1AJwLCIxS5s2k3YX_MCsrgQ375HBJFale/view?usp=drivesdk

Amin, H., Hamid, M., Tanakinjal, G., and Lada, S. (2006) Undergraduate Attitudes and
Expectations for Mobile Banking
https://www.icommercecentral.com/open-access/undergraduate-attitudes-and-expectation
s-for-mobile-banking-1-9.php?aid=38550&view=mobile

Faruq, O., Hassan, K., and Zubayer, M. (2019) Factors Influencing the Choice of Mobile
Banking services in Bangladesh: An Exploratory Analysis
https://sg.docworkspace.com/d/sIGuklclW1735mgY?st=1t

Naruetharadhol, P., Ketkaew, C., Hongkanchanapong, N., Thaniswannasri, P.,

Uengkusolmongkol, T., Prasomthong, S., and Gebsombut, N. (2021) Factors Affecting
Sustainable Intention to Use Mobile Banking Services.
https://journals.sagepub.com/doi/epub/10.1177/21582440211029925

Gumussoy, C.A. Kaya, A. and Ozlu, E.(2018) Determinants of Mobile Banking Use: An
Extended TAM with Perceived Risk, Mobility Access, Compatibility, Perceived
Self-efficacy and Subjective Norms
https://www.researchgate.net/publication/322102305_Determinants_of_Mobile_Banking
_Use_An_Extended_TAM_with_Perceived_Risk_Mobility_Access_Compatibility_Perce
ived_Self-efficacy_and_Subjective_Norms

Cheah, C.M., Sim, J.J., Teo, A.C., Tan, B.I., and Oon, K.H. (2011) Factors Affecting
Malaysian Mobile Banking Adoption: An Empirical Analysis
https://www.researchgate.net/profile/Boon-Tan-6/publication/267826950_Factors_Affecti
ng_Malaysian_Mobile_Banking_Adoption_An_Empirical_Analysis/links/55005f100cf2d
e950a6d620d/Factors-Affecting-Malaysian-Mobile-Banking-Adoption-An-Empirical-An
alysis.pdf

Kabir, M. R. ( 2013) Factors Influencing the Usage of Mobile Banking: Incident from a
Developing Country
https://www.researchgate.net/profile/Mohammad_Kabir26/publication/316582190_Facto
rs_Influencing_the_Usage_of_Mobile_Banking_Incident_from_a_Developing_Country/l
inks/5904d1e10f7e9bc0d58e9637/Factors-Influencing-the-Usage-of-Mobile-Banking-Inc
ident-from-a-Developing-Country.pdf

24
Richard, E. and Mandari, E. ( 2017) Factors Influencing Usage of Mobile Banking Services:
The Case of Ilala District in Tanzania
https://orseajournal.udsm.ac.tz/index.php/orsea/article/view/58/51

Ooi, K.-B., & Tan, G. W.-H. (2016). Mobile technology acceptance model: An
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https://www.sciencedirect.com/science/article/abs/pii/S0957417416301816

Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of
mobile banking by Jordanian bank customers: Extending UTAUT2 with trust.
https://www.sciencedirect.com/science/article/abs/pii/S026840121630696X

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https://www.scinapse.io/papers/133541039

Website

Emenike Emmanuel, (2018). Entrepreneur Business Blog Start - Manage - Grow Your
Business.
https://www.entrepreneurbusinessblog.com/2018/01/5-reasons-mobile-banking-good-busi
ness/#:~:text=With%20mobile%20banking%2C%20capital%20management%20is%20m
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0technology.

Aaron (2022). Landbank mobile application.

https://finanso.com/ph/landbank/app/#google_vignette

FACTORS IN CHOOSING MOBILE BANKING APP

Instruction: Please complete the fields to respond to the questions below.

Name (Optional): ____________________________________

Part 1: Demographic Profile

25
Age: 18-19 20-29 30-39 40-49 50-60+
Gender: Female Male

Part 2: For each statement in the survey, please indicate how much you agree or disagree
with the statement by putting a check in the box on the right side of each statement. There
are no wrong answers but please don't leave any questions unanswered. Your honesty is
much valued, and rest assured that any response you provide will be kept totally private
and used only for this research.

4 3 2 1
STRONGLY AGREE DISAGREE STRONGLY
AGREE DISAGREE

Do you think using mobile

banking is the easiest way
to access your money?
Is your chosen mobile
banking app have a lower
interest?
Does online banking make
it simple for others to
access their bank accounts?
Is your chosen mobile
banking app the best of
others banking apps?
Is mobile baking app an
efficient way to save
money?
Is mobile banking app
useful nowadays?
Are you as a customer
more conscious of the
various functions that can
be obtained through
various mobile banking
apps?
Does mobile banking offer
a higher level of security
for money transfers?
Do you agree that mobile
banking is the best way to
use it?
Does a mobile banking app
be made publicly available
to everyone?

26
I find it simple to learn how
to utilize mobile banking.
Mobile banking is
complicated to use.
Using mobile banking is
often frustrating because I
need to remember the
access code to do further
banking transactions each
time.
Using mobile banking
makes it easier for me to
conduct my banking
transactions.
Using mobile banking
enables me to perform
banking transactions
quickly.
Mobile banking is faster
than visiting a bank.
The current mobile banking
functions allow only simple
banking tasks (e.g.: balance
checking)
I use mobile banking
because it has a built–in
help facility for assistance.
I do not need anyone to
teach me how to use
mobile banking because I
can learn it by myself.
I use mobile banking
because I have seen
someone else using it.
I use mobile banking
because someone has
shown me how to do it.
Mobile banking is
unreliable because I’m
afraid that my personal or
transaction detail would be
leaked during message
passing.
Using mobile banking fits
well with the way I like to

27
 control and manage my
banking transactions.
I use mobile banking
because I am used to doing
everything with my cell
phone.
I am satisfied with my
current banking service
(e.g.: phone banking, and
internet banking) at this
stage because these are
already a part of my daily
life.

Part 3: Please answer the following questions by inserting a check mark (/) in the blank
box next to the most suitable response.

3.1. Which mobile banking app you are using:

Union bank
BDO
BPI
East West Bank
Land Bank
G cash
Others: ________________

3.2. What factor/s led you to choose this mobile banking app?
Easy to use High Service Quality
Higher level of security Accessibility
High-Interest Rate Others:

28