The Extent of Satisfaction Towards Mobile Banking of Generation Y

Residents in Barangay Hulong Duhat, Malabon City:

Basis for an Informational Brochure

Monterde, Eloisa Jane M.

Parale, Raeven Lei S.

Pollicar, Martin Jay T.

ABM 12 A

2023
THEORETICAL FRAMEWORK

This study is anchored on the study of Chiu, et al. (2017) proves that

demographic variables such as gender, age, education, household income, and marital

status have an effect on behavioral intentions to adopt mobile banking. The likelihood of

adoption decreases as an individual's age increases. It is stated that older customers

are less likely to use mobile banking services, have a more negative attitude, and are

more resistant to change.

Singh and Sinha (2016) conducted a factor-analysis and reliability-testing of

mobile banking features and the customer's experience after switching to mobile

banking in terms of availability, compatibility, convenience, and security, which led to the

conclusion that customers' views of mobile banking differ depending on their age and

occupation. In connection with the aforementioned theories, the study of Santoso, et al.

(2020) states a gender difference in the intention to use mobile banking. Contrary to

male customers, even though it is easy to use, female customers resist using mobile

banking applications because they do not perceive the benefits.

The study grounded by these theories is formulated to find the extent of

satisfaction towards mobile banking of Generation Y residents in Barangay Hulong

Duhat, Malabon City. This is to determine how Generation Y respondents rate the

extent of their satisfaction with mobile banking in terms of availability, compatibility,

convenience, and security.

CONCEPTUAL FRAMEWORK

The paradigm of the study in figure 1 consists of three variables: input, process,

and output.

The input section of the model presents the demographic profile of Generation Y

residents in Barangay Hulong Duhat, Malabon City in terms of their age, sex,

educational attainment, occupation, income, and current associated bank(s) wherein

respondents operate their transactions. Additionally, the extent of satisfaction of

Generation Y in terms of the bank's availability, compatibility, convenience, and security.

Lastly, it also includes the assessment of the respondents on the recommendations on

the extent of satisfaction towards mobile banking.

The research process includes the data collection from Barangay Hulong Duhat,

Malabon City through administering surveys, and the statistical treatment to be

presented such as frequency count, percentage distribution weighted mean, Likert’s

scale, and t-test. The data gathered will be presented, analyzed, and interpreted.

The output of the study will be an informational brochure regarding the extent of

satisfaction towards mobile banking of Generation Y residents in Barangay Hulong

Duhat, Malabon City.