BURAUEN COMMUNITY COLLEGE 1

Burauen Community College

Burauen, Leyte

INVESTIGATING LOCAL CUSTOMER SATISFACTION ON ELECTRONIC

WALLET TRANSACTIONS IN BURAUEN, LEYTE

A Research Study Presented to the

Faculty of College of Business and Public Administration
BURAUEN COMMUNITY COLLEGE
Burauen, Leyte

In partial fulfillment of the requirements for the degree of

BACHELOR OF ARTS IN ACCOUNTANCY

By

CABIAS, AIZELLE ROSE R.

CABIDOG, JASON V.
CABO, JOSIL P.
CAMERO, BABY LYN A.
CAMPILAN, LEILA
HECTO, JAN CARLO
MAY 14, 2024
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Review of Related Literature

In this chapter, we will present a comprehensive review of the related literature

and studies. Additionally, we will provide a synthesis of the theoretical understanding of

the research and define important terms to aid in a better understanding of the study. This

will create a solid groundwork for the upcoming research.

Related Literature

According to (Davis, 1989) the Extended Technology Acceptance Model (ETAM) is a

theory used to understand consumers' intention to use information system technology,

likewise, the Technology Acceptance Model (TAM) explains how individuals adopt and

use technology for information services. Many researchers have taken the model and

applied it to different technologies, leading to numerous, expansions, such as eLearning

and SMS advertising. Moreover, the technology Acceptance Model (TAM) is a useful

framework for assessing whether individuals are likely to adopt new technologies. The

TAM model on the other hand is regarded as a well-recognized expansion of academic

research to study innovative technologies acceptance and use intention. However, the

original TAM variable might not accurately describe the fundamental beliefs of the

consumer's attitude toward technology use. To strengthen the model, the researchers have

been further extended by applying the TAM model a satisfaction to create more clarity in

the model. According to (Phuong, 2020) the use of e-wallet payment methods where

customer satisfaction is embedded enhances the understanding of behavior. Privacy and

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protection are some that have been extended variables that have shown to be useful in the

use of modern technologies for behavioral purposes. (Islam, 2020) have been examining

the extended technology acceptance model (ETAM) to validate all the constructions to

test satisfaction. However, the new (ETAM) model has adopted self-efficacy and

satisfaction regarding the use of new technology.

Technological Self-efficacy is the confidence an individual has in their ability to perform

tasks using technology. According to (Islam, 2020) self -self-efficacy was validated to

describe the relationship with satisfaction. Moreover, satisfaction and Self-efficacy were

merged as inherent motive attributes in ETAM. In several previous revisions, have

examined the relationship between CSE and satisfaction through the mediating influence

of the behavioral purpose of a person. Furthermore, it's believed that there is a correlation

between core Self-evaluation (CSE) and satisfaction which is influenced by a person's

behavioral intention.

Perceived Usefulness refers to how much a person thinks that using a particular

information system will improve their performance. Moreover, several studies have

explored how perceived Usefulness affects satisfaction. Additionally, the Usefulness of

Mobile technology has a direct impact on customer satisfaction. Likewise, E-government

services provided through digital platforms have also become a matter of concern, as

satisfaction is influenced by how useful people find these services. On the other hand, the
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use of mobile technology, such as e-wallets, encourages users to keep using them by

providing satisfaction.

Perceived Ease of Use (PEOU) is the main factor that is used to assess user acceptance of

a particular technology (IT). The PEOU plays a significant role in motivating consumers

to use technology. Likewise, it is usually related to user insight into whether a specific

technical task would require any mental effort from their end. Moreover, PEOU of

mobile Networks can significantly boost personal innovation. Researchers (Al-Maroof &

Al-Emran, 2018) have performed examinations on undergraduate students who believe

that is easy and user-friendly to use web service technology, hence substantially

impacting overall usefulness.

Related Studies

In the research (Kustono, 2020), where the study previsions to determine the

factors that influence behavioral intentions to use e-wallets. Moreover, it shows that

perceived usefulness has a positive effect on attitudes toward using e-wallet applications.

On the other hand, attitude has an important role in behavioral intentions to use e-wallets.

However, this study states that the quality of the e-wallet application does not affect the

level of perceived usefulness. Also, the Perceived ease of use of the application has no
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direct effect on attitude. As a result of this study, it is beneficial for e-wallet providers to

increase the level of the use of e-wallet.

The study by (To hang & Syifa, 2020), claims that Fintech has become an

important part of the financial services industry, likely one of the most protective Fintech

sectors in Indonesia is e-wallet. Through, understanding the factors affecting the users;

The purpose of use, and user satisfaction with the use of e-wallets is essential. The

DeLoneMcLean IS, this study applies the altered success model, which also explains

customers' views on user intention, behavior, and user satisfaction with factors such as

performance expectations, performance effort expectations, information quality, and

service quality. Likewise, this study's results show that it correlates with expectations

theory, which states that confirmation will lead to their satisfaction with the system.

In the study (Saviour, 2020), he stated that in today's world, the smartphone has

become an essential part of one's daily life. Mobile users likely use their smartphones to

make money transactions or payments by using applications installed on the phone.

Moreover, several mobile wallets provide this service. The mobile wallets are the digital

version of traditional wallets that someone would carry in their pocket. This digital

version of mobile e-wallet offers a payment service where the individual business can

receive or send money via mobile transaction. This study focussed on the service

provided by e-wallet transactions.

According to a study (Jatmiko, 2019), e-money is a new banking system that uses

earnings of payment using a mobile application that is already associated with a bank
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account. Likewise, some studies have established that in an assessment of service quality,

some dimensions are assessed. This study aims to present a systematic analysis of the

dynamic system method for modeling and affecting customer satisfaction on the quality

of e-money services. On the other hand, the result of this modeling will be subjective to

assist companies in making policies that apply to increasing customer satisfaction and

loyalty.

In the research of (Uy et al., 2019), they concluded that electronic commerce

raises issues like privacy concerns dissatisfaction, incompetent deliveries, and most

important trust issues. In the previous studies, they gathered information, that indicated

that the purchase intention and behavior of online customers depend on their recognized

risks and shopping experience in electronics commerce. Furthermore, from the other

studies, the information also stated that personal information, products, quality, security,

and business reputation are the usual factors that customers evaluate to consider the

online business trustworthy.

In previous studies, their finding shows that behavioral intentions, services,

quality, and privacy have effects on the customer to use e-wallet transactions. However,

these studies have provided limited explanations for understanding customer satisfaction

with electronic transactions in specific areas. To address the gaps and to analyze the

satisfaction with electronic transactions, we are motivated to understand the customer's

satisfaction using electronic transactions in Burauen Leyte. Specifically, we use one case

study from various aspects to understand this application.

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Local Studies

According to the data (BSP, 2018), more Filipinos were adopting e-wallets or e-

payment systems than credit cards. The study (Zoleta, 2021), stated that platforms such as

Gcash and Pay Maya are favorable for Filipinos to do digital financial transactions for the

reasons that they can transact without physical cash and credit cards. Likewise, data also

show that more Filipinos are becoming aware of contactless payments. Furthermore, a

study (Visa, 2019), revealed Visa customer's payment attitudes that 80 percent of

respondents were aware of the e-payment system. However, according to a (BSPS, 2018),

financial inclusion survey, despite Filipino consumer's awareness of the benefits of

digital payment platforms the actual number of e-payment accounts dropped to 8.6

million from 11.4 million.