FACTORS AFFECTING CUSTOMER SATISFACTION ON ELECTRONIC

PAYMENTS AMONG DEPED TEACHERS IN TAMPAKAN, SOUTH

COTABATO

An Undergraduate Thesis

Presented to the Faculty of the College of Business Education

Ramon Magsaysay Memorial Colleges- Marbel, Inc.

Koronadal City

In Partial Fulfillment of the Requirements for the Degree of

Bachelor of Science in Business Administration

Major in Marketing Management

CHERRY ROSE T. REBETO

MAY 2023

1
 CHAPTER I

INTRODUCTION

This chapter contains the introduction of this research. It includes the

rationale, research objectives, hypothesis of the study, review of related

literature, theoretical framework, conceptual framework, significant of the study

and the definition of terms.

Rationale

The electronic payment system is one of the most important components

of e-commerce and is regarded as its foundation. According to Raja et al. (2008),

it can be characterized as a payment service that makes use of information and

communication technologies like integrated circuit (IC) cards, cryptography, and

telecommunication networks. An effective electronic payment system is seen as

crucial since it lowers the cost of trading is reduced by an effective electronic

payment system, which is also regarded to be crucial for the smooth operation of

the capital and interbank markets. With the development of technology, there are

now many different types of electronic payment systems available, including

mobile payment, contactless payment methods, digital wallets, smart cards,

electronic cash and check systems, and so on.

Mobile payments services have become increasingly important

nowadays as well as its market is expanding quickly. Due to the widespread use

of tablets and smartphones, 21% of payments were made electronically in 2012

(Rau. 2013). Credit card use was the primary global method of online payment

2
that predominated in a range of transaction markets. According to estimates from

2004 by Abrazhevich, credit cards account for 95% of all e-commerce

transactions in the US. Debit cards, which are becoming popular globally, and

online payment platforms like PayPal, Stripe, or Skrill are other often used

alternatives to traditional online payment methods. With a range of electronic

payment methods, such as mobile payments, mediating services, and electronic

money, available, a suitable alternative can be selected for a certain type of

transaction (Paunov).

More than any other invention in the history of humanity, mobile device-

based payment systems have a significant global impact on people's lives and

have become a crucial aspect of 21st-century society. According to Thakur and

Srivastava (2014), these innovations have steadily moved daily, rigid activities

from mobile base virtual spaces. While emerging Asian markets with a 32%

growth rate were the major contributor towards non-cash transaction volume,

mobile payment has seen limited success in developed countries like the UK

(Slade et al., 2015b) due to the availability of alternative payment methods. This

is according to the most recent World Payments Report (WPR). Over the past 20

years, non-cash transactions have grown globally to reach 539 billion in volume.

Because of both planned and unforeseen initiatives in India, the use of mobile

payment services has increased significantly. The demonetization of all larger

currency notes was announced by the Indian government on November 8th,

2016 (Mohan and Kar 2017). Additionally, in 2017 and 2018, service providers

announced adjustments to their policies, such as discounts and cash-backs, to

3
encourage the usage of mobile payments. As they also provide or enable a

variety of digital services like fund transfers, micro financing, short-term loans,

online ticketing, online shopping, and utility payment, mobile payment service

providers play a significant role in boosting the economic growth of a nation like

India (Grover et al. 2017). With measures like seeking extremely high mobile

connectivity and internet penetration coupled with digital literacy missions for

rural families, national programs in India, such as Digital India, also aimed to

support the rise of mobile payments (Joseph et al. 2017; Mukherjee et al.)

Similarly, with the pandemic, COVID-19, which started in January 2020;

globally mobile payment usage witnessed a significant boost as concerns were

raised that cash may become a carrier for the virus, and thereby facilitate the

spread of the pandemic. With the advancement of technology and diversification

of payment methods, mobile payment methods have gradually replaced

traditional cash payment mode.

Given the nearly universal use of mobile devices, it is not surprising that

mobile payment solutions are becoming more widely used and are fueling an

increase in non-cash transactions. Mobile consumer and peer-to-peer payments

are expanding quickly globally, driving the expansion of mobile international

payment systems. Hundreds of millions of people now have the opportunity to

take part in a wide range of electronic transactions for the first time thanks to the

rapid spread of mobile money services in frequently unbanked markets in Africa,

Asia, and Latin America (Raynor de Best, 2021)

4
 Less than 50% of Filipinos have a bank account, therefore e-wallets like

GCash and SmartMoney are widely used. Most e-payment systems in the

Philippines can be accessed using mobile phones without the need for a bank

account. With the demand for bank accounts removed, electronic payment

solutions in a low-bank nation like the Philippines have a lot of potential. Filipinos

now have more options for conducting digital financial transactions without using

physical cash or credit cards thanks to e-payment systems like Gcash and

PayMaya (Zoleta, 2021). More Filipinos are learning about contactless payments

and the benefits of using such services, according to additional statistics.

An imprecise and ethereal term, customer happiness. From person to person,

product to product, and service to service, the actual expression of the state of

satisfaction will differ. Online services and software are used for mobile payment

money transfers. In today's world, mobile payments are common. Paying bills

and making other payments online is simpler for consumers. Online banking and

payments are the most common forms of payment in this time of epidemic.

Teachers who use internet banking and payment methods exist. This mode of

payment for bills allows teachers and other people to submit money fast and

easily. Because digital payments are so convenient, the mobile payment (MP),

which is any payment made using a mobile phone to "initiate, authorize, and

confirm an exchange of financial value in return for goods and services," has

been created and made available to customers all over the world.

Nevertheless, for MP to reach its full potential, widespread consumer

adoption is necessary. Practically speaking, it is essential to comprehend how

5
each individual chooses to utilize or not use MP. This gap may be due to the

challenge for researchers whereby it become difficult due to the distance of the

users, receiver or giver during money transfer or when the transaction is being

executed. This study would like to determine common factors that directly and

indirect affects the users to adopt or not.

This research aims to look at what influences customers' happiness with

utilizing electronic payment systems. This study proposes to investigate the

factors affecting customer’s satisfaction on using the electronic payments

systems. The researcher wants to determine what specific elements affect

consumers satisfaction of using E-payments of DepEd teachers in Tampakan ,

South Cotabato as a respondents.

6
Research Objectives

This study aims to determine the factors affecting customer satisfaction with

mobile payment among DepEdTeachers in Tampakan, South Cotabato.

Specifically, in terms to:

1.Determine the demographic profile of respondent terms of:

1.1. Sex

1.2 Age

1.3 Marital Status

1.4 Monthly Income

2.To determine the Factors affecting customer satisfaction with mobile payment

in terms of:

2.1. Customer Service

2.2 Convenience

2.3 Cost

2.4 Security

3.To know the extent of factors effect on electronic payment among DEpEd

Teachers in Tampakan, South Cotabato.

4. To determine the significant relationship between the factors affecting the

mobile payment and customer satisfaction.

7
Hypothesis of the study

Ho. There is no significant relationship between customer service, convenience,

cost, security and customer satisfaction with electronic payment among DepEd

teachers in Tampakan, South Cotabato.

Review of Related Literature

Electronic payments

Electronic payments, sometimes known as e-payments, are a technique to

conduct business or settle accounts via the internet or another electronic media

without using actual checks or currency. Online shopping's rising popularity has

contributed to the relevance of electronic payment systems—particularly more

advanced payment systems—growing. As more and more individuals embrace

the world of e-commerce for anything from groceries to buying products from

vendors, electronic payment systems have continued to grow in popularity.

Businesses are realizing the value of payment systems processes that can

effectively and efficiently manage a variety of transactions in order to conform to

the preferences of consumers and vendors as more electronic payment options

are introduced.

Users can send and receive payments electronically thanks to electronic

payment systems. E-payment systems have grown very popular with the growth

of internet purchasing. Technology used in electronic payment systems aims to

provide speedy, efficient fund transfers and make paperless payments possible

8
for users. Depending on your organization and the types of payments that work

best with your operations, there are different benefits and drawbacks to using an

electronic payment system. Electronic payment system technology has several

benefits, and businesses who utilize these systems are frequently able to

manage their finances considerably more effectively than those that use

conventional methods. In order to make payments for products and services,

people use mobile devices, such as wireless handsets, personal digital

assistants, radio frequency devices, and near field communications-based

devices (Alkhowauter, 2020; Chen & Nath 2008). The literature study offers

several perspectives on the acceptance of the system, and e-payments systems

are widely utilized throughout the world. An e-payment system's intended

adoption may be related to the dangers that are thought to be involved. Hossain

(2019) claims that customers' pleasure and users' perceptions of trust in mobile

payments might both be negatively impacted by perceived risk.

Additionally, a lot of e-commerce websites have started working with

banks to provide online payments with many security levels, especially for

international cross-currency transactions. Banking services can also assist with

e-commerce when carrying out various kinds of transactions. To make it easier

for customers to proceed with their down payments, e-commerce should

collaborate with banks to improve the payment services inside various online

transactions, including a variety of online payment options.

9
Customers Services

The simplicity of use, perceived quality of such services, and

contentment over an extended period of continuing usage, according to adoption

literature focused on electronic payments (Jun and Cai 2001; Rana et al. 2013;

Slade et al. 2015; Teoh et al. 2013), are all important factors that influence use.

These studies suggest that in order to support electronic payments, it would be

required to investigate the frameworks used to rate the excellence of such online

services. The climate, culture, technology, and political system of a nation all

affect how widely electronic payment systems are adopted (Berthon et al. 2012).

Reviews of the literature on the use of mobile application services found that

elements including perceived quality, utility, social influence, and flexibility have

significantly increased the adoption rate of these services (Chhonker et al. 2017).

Mobile payment adoption literature also emphasizes the applicability of theories

on user resistance to such changes due to opportunity appraisal factors like

perceive value, threat appraisal factors like consequences of using systems, and

secondary appraisal factors like sense of control while using such platforms

(Gong et al. 2020).

Businesses have more access to financial analytics, precise audit

trails, and information on the status of payments thanks to e-payments systems.

Additionally, they decrease the expense and likelihood of data entry errors and

incorporate extra features and controls to assist protect the payment process.

10
In this digital age, social media is used by 70% of customers to access

information, 49% of customers to make any purchase decisions based on

information found on social media sites, 60% of users use social media, 60% of

users use social media only to share their opinions with others, and 40% of users

only use social media for word-of-mouth (Kim and Ko 2012; Tan and Lee 2019).

The study of Chaudrie and Dwivedi (2005) and Ismagilova et al. (2019), access

to the internet and electronic word of mouth about service interactions have an

impact on consumers' intentions to employ technology-enabled services. In this

digital age, social media sites like Facebook and Twitter are crucial for

information sharing, maintaining public relations.

Convenience

Convenience is one of the benefits of cashless transactions. Prioritizing

digital payments depends heavily on how easy it is to send and receive

payments. Online payments eliminate the need to carry cash and save both

customers and company owners time by eliminating the need to wait in line for

ATM services. Apps for payments can also help you keep track of your incoming

and departing cash, which is useful for filing taxes. Consumer convenience in

terms of time and place is important for e-payment adoption (Dastan & Gurler,

2016). In the era of the COVID-19 pandemic, people have begun figuring out

ways to minimize human contact in order to prevent contracting the coronavirus.

This has raised the need for contactless payments. Benefits of an electronic

11
payment system: E-commerce has been incredibly popular over the past several

years. The digital shopping experience has continued to advance as both

businesses and customers increasingly choose online purchasing to

conventional in-person shopping excursions. Customers are making payments

directly from their bank accounts rather than using cash, coins, or paper checks.

Since these payments can be performed entirely online, they are the preferred

option for many modern consumers who do most of their buying online electronic

payments are also considerably speedier and easier to track than conventional

snail mail, making them a popular choice among both consumers and

businesses. As a result, many companies are realizing that they must embrace

an electronic payment system in order to remain relevant and competitive in the

modern digital world. The only prerequisite for utilizing mobile money is a mobile

phone signal in addition to owning a mobile device. Then, using a smartphone or

other compatible device, you may pay bills, transfer money, check account

balances, make in-person and online purchases, and review previous

transactions with just a few quick touches. The last two decades have

demonstrated how quickly and radically the world may change. When it comes to

financial transactions, this is especially true. Cash and cheques used to rule the

electronic payment world, but credit and debit cards swiftly overtook them.

Additionally, digital payment options are becoming more popular; according to a

recent survey, 74% of respondents favor them. Any firm can benefit from

switching to electronic payments by paying suppliers more rapidly, lowering risk,

gaining more control, and improving visibility. There is a reason why thousands

12
of middle-market companies are paving the path toward an era of paperless

accounts payable by utilizing e-payments.

Cost

It costs nothing to log on to your account via net banking or mobile

banking, however there are fees associated with transactions. These fees can

change, and some E-payments may even waive them for particular transactions

in an effort to boost usage. Even if the app is free, you still have to pay for the

data required to download it to your phone and the internet connection you need

to utilize to conduct business. Businesses will benefit from switching to

electronic payments in a variety of ways, including increased payment security,

more convenience, reinforced supplier connections, reduced processing costs,

improved visibility, and more. The level of transaction risk and the selected

pricing model of the payment processor both influences how much money is

charged for processing payments.

Security

Digital payment methods are made secure by using data

authentication and various layers of encryption. Critical data is protected by

encryption while making electronic payments. The majority of payment methods

now support two-factor authentication (TFA) as an additional security measure.

Additionally, carrying a smartphone is always simpler and safer than carrying

large amounts of cash. As is well known, people's primary concern when utilizing

any technology today is security due to the risk of fraud, data theft, and theft

13
associated with its use. If the data contains important financial information, the

situation becomes more hazardous (Raja et al., 2008). Therefore, even if e-

commerce is an area that is expanding and seeing an increase in the usage of its

online payment services, its continued growth and widespread adoption in the

future are dependent upon the security and authentication stability of different

electronic payment systems (Aigbe and Akpojaro., 2014). The Future of a certain

electronic payment system depends upon how it overcomes the practical and

analytical obstacles access by various means online payments. These problems

include issues and regulations (buyer and seller protection), technological

capabilities of e-payment services providers business partnerships, and security

consideration such as verification and authentication issues (Paunov and

Vickery,2006).

The digital world is fast developing too, and now, most transactions

require an online connection. But for locations that lack or have minimal access

to the internet, offline digital payments could be the only alternative. Offline digital

payments are non-cash payments that occur without WI-FI, mobile data, or hot

spots. The user would initiate a transaction via a prepaid card, e-wallet, or mobile

wallet and then verify themselves using a password or PIN. If they are close

enough to the payment receiver, a transaction will be made. Offline digital

payments can have poorer security. Transactions involve digital means, which

can become outdated and subject to weaknesses that would have been fixed

with updates. One other security risk regarding these transactions is that they

cannot execute. On the other side, literature suggest that organizations offering

14
this platform are striving to better their customers privacy and present them with

advantages so they may be influenced to utilized it (Wang, Lou,Yang &

Qiao,2019). The key variables in increasing perceived security in e-payment

systems include technical and transaction procedures and access to security

guidelines, and influencing trust, which may influence users to test the platform

(Barkhordari,Nourollah,Mashayekhi,Mashayekhi, & Ahangar,2017).

Customer satisfaction

Customer perception and satisfaction surrounding a service encounter

play a vital role for getting the success of any new technology, therefore mobile

payments services get adopted only when customers have positive perception

and usage satisfaction towards mobile payments services (Oliver 1994; Sun et

al. 2009). Literature reveals that adoption of online transaction is highly governed

by customer satisfaction and their choices of manner of transaction (Dahlberg et

al. 2008). Such a measure for client happiness would be commonly collected as

the sum or average of diverse usage satisfaction out of numerous service

interactions. Typically, most of the prior literature measures total customer

satisfaction since assessing usage satisfaction is challenging owing to access to

the client at the moment of service consumption. However, businesses frequently

request customer feedback after a service is used because it aids in service

improvement and can result in either good or negative user-generated content,

which is a better indicator of usage satisfaction. However, unless we use the user

generated content around this service experience, it may be difficult to access

specific such ratings after service use. Recent evaluations of literature also

15
indicate that evaluating customer experience at the point of service contacts

becomes problematic during digital service consumption by customers (Becker

and Jaakkola 2020). However this user generated content or electronic word of

mouth may become a future problem use of the service (Ismagilova et al. 2019).

In this study, a customer’s usage pleasure from the mobile payment service

encounter has been collected by a proxy of the sentiment of a topic which is

detected through text summarizing in user-generated material. The topic

provides the usage context and associated terminology relevant to the context

which several consumers may have shared while reporting their experience

regarding a service encounter. Usage satisfaction is the dependent variable in

our study which is gathered utilizing sentiment mining methods drawn from social

media analytics by examining the polarity of the topic. Customer satisfaction

determines how well a company’s products or services meet customer

expectations. Customer satisfaction is one of the fundamental tools for a

profitable and successful business. Customer satisfaction involves features or

characteristics that can satisfy the need or want of a customer (Bagram & Khan,

2012).

16
Theoretical Frame

This study anchored from the theoretical support of The Expectancy

Disconfirmation Theory (EDT).

Figure1. Using Artificial Intelligence to Predict Customer Satisfaction with E-

Payment Systems

Recent study has revealed that value of such mobile payment platforms are

driven by self-congruence and novelty but also confronts threat from unintended

consequences of usage of new technology (Karjaluoto et al. 2019; Gong et al.

2020). Our findings are supporting previous findings that for users who are

technology friendly, such challenges and theories of resistance are modest in

effecting usage happiness

17
 Conceptual Framework

Independent Variable Dependent

Variable

Factors Affecting
Customers Satisfactions
Customer Satisfaction with
a. Customer Service Electronic Payment among
DepEd teachers of Tampakan,
b.Convenience South Cotabato.
c. Cost

d. Security

Figure2. Conceptual Framework

The independent variable of the study shows the Factors affecting

customer satisfaction such as; customer service, convenience, price and

security. It is also shown that the dependent variable speaks about the customer

satisfaction with mobile payment among DepEd teachers of Tampakan, South

Cotabato. Finally, the moderating variable of the study is the demographic profile

of the respondents in terms of: sex, age, marital status, monthly income.

Significant of the Study

18
 The result of this study will merit the following:

Businesses. This study will be valuable for various businesses to utilizing or

adopting E-payments to provide easy and quick transaction for its consumer.

Consumers. This study will encourage consumers to adopt and use E-payments

for daily transaction and boost awareness in using cashless payments.

Future Researcher. The result of this study can serve as a basis for further

knowledge on electronic payments, mobile payments and banking and its effects.

Merchants. This study will give big help and encourage to all merchants to

consider digital payments as another way of payment transaction.

Teachers This study will help them and could serve as a guide in using online

payment and banking transactions.

Sellers. This study will be useful for many sellers for they can receive payments

promptly and useful tools for fund transfer in a fastest way.

Users. the result of the research will give knowledge and encourage the new

user to adopt electronic payments for it has many benefits offers and multiple

payments methods.

Definition of Terms

CONSUMER Is the one who use and adopt E-payments goods or services and is

the end-user.

19
CREDIT the ability of a customer to obtain goods or services before payment,

based on the trust that payment will be made in the future.

ELECTRONIC MONEY is the money that is exchange electronically.

ELEMENTARY TEACHER: These are those people and/or teachers who teach

in elementary schools and elementary students.

E-PAYMENTS are an electronic or digital way of transferring funds. Essentially,

you can utilize electronic payment methods to transfer funds as an alternative to

cash payments.

MERCHANT is a buyer or seller of products and services.

MOBILE Payment a money payment made for a product or service through a

portable electronic device such as a tablet or cell phone.

MOBILE PHONE They come in use for communicating through voice,

messages, and mails. We can also surf the internet using a phone. Most

importantly, we also click photos and record videos through our mobile's camera

and mobile payment.

MONEY TRANSFER a money transferring from one part of the global to nation.

It is the quickness and easiest possible way of transferring personal funds.

OFFLINE DIGITAL PAYMENTS are non-cash payments that occur without WI-

FI, mobile data, or hot spots

20
ONLINE PAYMENT this are payment which are done through online transactions

and applications.

PAYMENT The action or process of paying someone or something or of being

paid.

SOCIETY is greatly influence by traditional and cultural trends of individuals,

groups, mass, and commercial media.

TRANSACTION is a piece of code that accesses a shared database such that

each transaction accesses shared.

USER A person who uses or operates something, especially a computer or other

machine-like electronic payments.

Chapter II

METHODOLOGY

This chapter contains the methodology which used by the research. It includes

the research design, research locale, population and sample, research

instrument, data gathering procedure, statistical tools and ethical considerations.

21
Research Design

This study utilized the descriptive- correlated study of researchers. It also

presents the issues and related information to the proper using of money in the

mobile payment scheme among teachers. The descriptive statistics are used to

evaluate the extent of the responses using the quantitative research to evaluate

the significant correlation. There researcher will determine the cause and effect

of the variables and to evaluate the correlation and significant relationship of

extent responses.

Research Locale

22
Figure 3, Map of Tampakan South Cotabato

Tampakan is a landlocked municipality in the coastal province of South

Cotabato.

The municipality has a land area of 390.00 square kilometers or 150.58 square

miles which constitutes 10.28% of South Cotabato's total area. Its population as

determined by the 2020 Census was 41,018. This represented 4.20% of the total

population of South Cotabato province, or 0.84% of the overall population of

the SOCCSKSARGEN region. Based on these figures, the population density is

computed at 105 inhabitants per square kilometer or 272 inhabitants per

square mile.

The study will be conducted here in Tampakan South Cotabato. This

place was selected to conduct the study in how it works and has been effective

with the teacher here in remote areas.

Population and Sample

23
The sampling procedure used by the researcher was purposive sampling

technique in the selected of respondents in the study, because who are the

teacher in the two schools who actively using the mobile payment and selected

teacher can be asked by the researcher and answer the survey questionnaire.

The researcher determined the population of the respondents approximately 50

above respondents especially to the DepEd teacher. The target respondent of

the researchers were of 25.

Research Instrument

The researcher has prepared the equipment and survey questionnaire as the

main tool to be used in gathering data relevant to the study. Questions were

refined base on the review of the related literature justifying the research study.

The first part was the demographic profile of the DepEd teachers in

Tampakan, South Cotabato. The second part was the response of the DepEd

teachers in Tampakan, South Cotabato about using E- payment, which had the

following scales and descriptions:

Scale Range of Menu Verbal description

5 1.00-1.74 Strongly Agree

4 1.75-2.49 Agree

24
 3 2.50-3.24 Somewhat Agreeing

2 3.25-4.73 Disagree

1 4.74-5.49 Strongly Disagree

Data Gathering

To facilitate the collection of data, the following steps were taken: First, the

researcher talked personally the TIC or the Teacher in Charge at the school to

conduct the survey. Second, the researchers schedule the survey process to

gather information about the Factors affecting customers’ satisfaction with

electronic payment specifically mobile app payments. Third, the researcher

prepared the number of copies for the respondent who involved. Fourth, the

researcher distributes the questionnaire to the respondents. Fifth, the researcher

will collect the questionnaire. Six, the data tabulated, encoded, and process

either manually or if possible. Seventh, finding, conclusion and recommendation

extracted based on the process data. Finally, to augment the questionnaire

method, the researcher validated the initial results through a formal structure

surveys demonstrates awareness, proper practices of using money to pay

through mobile payment. The topic on these formal structured surveys shows the

awareness, spending and using the money through mobile payment of the

teachers

Statistical Tools

To answer the objectives of the study and analyze the results, these tools are:

25
 - Frequency and Percentage- Is a display of a data that specifies the

percentage of observation that exist for each data point or grouping of

data points. This was used to determine the demographic profile of the

respondents.

Formula:

Weighted mean- Is an average computed by giving different weights to

some of the individuals values. This was used to determine the level of the

participant decision and awareness using mobile payment and the level of

spending habits of the teachers in tampakan

Formula:

Pearson Product –moment correlation coefficient- used to find the

degree of the association of the two sets of variables , x and y or to test

the significant relationship between the two variables. The Pearson

product-moment correlation coefficient formula is: r = n ∑ X Y − ∑ X ∑ Y

( n ∑ X 2 − ( ∑ X ) 2 ) ⋅ ( n ∑ Y 2 − ( ∑ Y ) 2 ) . The terms in that formula

are: n = the number of data points, i.e., (x, y) pairs, in the data set

Ethical Considerations

In conducting this research, different ethical considerations will be

followed and considered. The first ethical consideration to be considered is the

respect to study respondents. This is to respect their different ethical principles

and treat them as a human being. Every respondent will be given a chance to

answer and respect their decision if they don't want to answer.

26
 The second ethical consideration is the informed consent of the participants

to participate in the interview. It is important that the respondent is aware of what

data should be collected from them and they should be aware that we are

recording them while interviewing. The researcher should get the approval of the

respondents before conducting the interview that they are participating. They

have also a right to have a privacy if they are not agree being expose.

The last and the most important ethical consideration in conducting the

interview is the data privacy. All the data that will be collected should not be

exposed from other people or public. The respondents should remain

anonymous if possible and as well as their data. The answers should remain

between the respondents and the researcher. The respondents name should not

be exposed without their consent and approval.

Chapter III

RESULTS

This chapter covers the presentation of data gathered from the

questionnaires. It covers the analysis, and interpretations of data from the

responses of the respondents. Those data were analyzed, discussed and

interpreted according to the responses and researcher’s basis of interpretations

to give emphasis to the final result of the study.

27
 The factors affecting the mobile payment and the customer satisfaction

were evaluated and was addressed accordingly. Tables were given appropriate

explanation after analyzing and interpreting them.In order to provide a clearer

understanding of the findings of this study, the analysis of the responses is

presented using the frequency, percentage, mean, and Pearson Product Moment

Correlation Coefficient.

Table 1.2 Demographic Profile of the Respondents in terms of Sex

Sex Frequency Percentage

Male 9 43%

Female 12 57%

Total 21 100%

Table 1.2 presents the profile of the respondents in terms of sex. Out of 21

respondents, 12 or 57% of the total number of respondents are female.

Moreover, there were 9 or 43 % of the total number of the respondents were

male. The data implies that majority of the respondents were female.

Table 1.3 Demographic Profile of the Respondents in terms of Age

Age Bracket Frequency Percentage

25 -30 years old 9 43%

31 – 35 years old 6 29%

36 – 40 years old 5 23%

41 years old and above 1 5%

Total 20 100%

The table 1.3 shows the respondent’s age-based demographic profile.

28
It includes the age bracket, frequency, and percentage. The frequency and

percentage for those between the ages of 25 and 30 are 9 and 43 percent,

respectively. For those between the ages of 31 and 35, the frequency and

percentage are 6 and 29 percent, respectively. For those between the ages of 36

and 40, the frequency and percentage are 5 and 23 percent and those ages 41

and above got 1 and 5 percent only.

Table 1.4 Demographic Profile of the Respondents in terms of Marital

Status

Marital Status Frequency Percentage

Single 11 52%

Married 10 48%

Total 21 100%

Table 1.4 presents the profile of respondents in terms of marital status.

Out of 21 respondents, 11 or 52% is single. This was followed by marriesd which

has frequency of 10 acquiring 48% of the total number of respondents. The data

implies that majority of the respondents were single.

Table 1.5 Demographic Profile of the Respondents in terms of Monthly

Income

Monthly Income Frequency Percentage

15,000 – 20,000 3 14.29%

20,001 – 25,000 7 33.33%

25,001 – 30,000 11 52.38%

29
 30,001 – 35,000

More than 35,000

Total 21 100%

The table 1.5 shows the respondent’s in terms of monthly income. It includes the

income bracket, frequency, and percentage. The frequency and percentage for

those between the monthly income of 15,000 and 20,000 are 3 and 14.29

percent, respectively. For those between the monthly income of 20,001 and

25,000, the frequency and percentage are 7 and 33.33 percent, respectively. For

those between the monthly income of 25,001 and 30,000 the frequency and

percentage are 11 and 52.38 percent and those monthly income ranges 30, 001

and more than 35,000 got none frequency and percentage.

Table 2. Summary of the Results

Indicators Weighted mean Description

1. Customer service 4.36 Agree

2. Convenience 4.38 Agree

3. Cost 3.93 Agree

4. Security 3.77 Agree

Grand Total 4.11 Agree

Legend: 1.00 – 1.49 Strongly disagree , 1.50 – 2.49 Disagree, 2.50 – 3.49
Somewhat agree, 3.50 – 4.49 Agree, 4.50 – 5.00 Strongly agree

Table 2 shows the overall mean distribution and verbal description of the factor’s

affecting customer satisfaction on electronic payments among DepEd teachers in

Tampakan South Cotabato. It was clear that all indicators results as agree.

30
Among these indicators, indicator two (2) “Convenience” got the highest mean of

4.38. This was followed by indicator one (1) “Customer service’ with the second

highest mean of 4.36. On the other hand, indicator three (3) “Cost” got the mean

of 3.93. While indicator four (4) “Security” got the lowest mean of 3.77.Overall,

the grand total was 4.11which results to agree.

Table 2.1 Factors Affecting the Mobile Payment in terms of Customer

Service

Statement Mean Description

1. E-payment reduce the number of steps in Strongly agree

payment process 4.52

2. Offer the variety of payment method for Agree

modern customers 4.43

3. Easy to use E-payment application and easy Agree

to connect on internet 4.10

4. Electronic payments system is a useful tool Agree

for conducting fast transactions. 4.33

5. The transaction is faster and easier on Agree

Electronic payments system

As compared to cash transactions. 4.43

Weighted mean 4.36 Agree

Legend: 1.00 – 1.49 Strongly disagree , 1.50 – 2.49 Disagree, 2.50 – 3.49

Somewhat agree, 3.50 – 4.49 Agree, 4.50 – 5.00 Strongly agree

Table 2.1 shows the overall mean distribution and verbal description of the

factor’s affecting customers satisfaction in terms of customer service. It was clear

31
that most of the statement describe as agree but statement one is describe as a

strongly agree which got the highest mean 4.52. Among these statement

describe as agree are statement two (2) “offer the variety of payment method for

modern customers” got the highest mean of 4.43. This was followed by

statement five (5) “The transaction is faster and easier on electronic payments

system as compared to cash transaction” with the second highest mean of 4.43.

The statement four (4) “electronic payments system is a useful tool for

conducting fast transactions” got a 4.33 mean and statement three (3) “easy to

use e-payments application and easy to connect on internet” got the lowest mean

of 4.10..

Overall, the weighted mean was 4.36

Table 2.2 Factors Affecting the Mobile Payment in terms of Convenience

Statement Mean Description

1.

2. The electronic payment is much more Strongly agree

convenient and easier to use. 4.57

3. Electronic payment saves your time and Strongly agree

easy for fund transfer. 4.67

4. E-payment is acceptable and available in all Agree

kinds of transactions 4.00

5. Using the Electronic payment would enable Agree

to accomplish task quickly. 4.33

32
 6. E-payment help and provide convenient Agree

experience to purchase goods and services. 4.33

Weighted mean 4.38 Agree

Legend: 1.00 – 1.49 Strongly disagree , 1.50 – 2.49 Disagree, 2.50 – 3.49

Somewhat agree, 3.50 – 4.49 Agree, 4.50 – 5.00 Strongly agree

Table 2.2 shows the overall mean distribution and verbal description of the

factor’s affecting customers satisfaction in terms of Convenience. It was clear

that most of the statement describe as agree but statement one and two is

describe as a strongly agree which got the highest mean 4.67. Among these

statement describe as strongly agree are statement two (2) “ Electronic

payments saves your time and easy for fund transfer” got the highest mean of

4.67. This was followed by statement one (1) “ the electronic payments is much

more convenient and easier to use” with the second highest mean of 4.57. The

statement four (4) “ Using the electronic payment would enable to accomplish

task quickly” got a 4.33 mean same results with statement five (5) “E-payment

help and provide convenient experience to purchase goods and services and

statement three (3) “ E-payments is acceptable and available in all kinds of

transaction” got the lowest mean of 4.00.

Overall, the weighted mean was 4.38 as agree

Table 2.3 Factors Affecting the Mobile Payment in terms of Cost

Statement Mean Description

1. Reduce transaction cost and available Agree

anytime 4.24

2. The transaction fees or charges incurred is 3.90 Agree

33
 higher than traditional method of payment.

3. The transaction fees is at minimum charges. 4.10 Agree

4. E- Payment transaction is competitive with Somewhat agree

no hidden fees. 3.48

5. Transparent and save processing cost 3.95 Agree

Weighted mean 3.93 Agree

Legend: 1.00 – 1.49 Strongly disagree , 1.50 – 2.49 Disagree, 2.50 – 3.49

Somewhat agree, 3.50 – 4.49 Agree, 4.50 – 5.00 Strongly agree

Table 2.3 shows the overall mean distribution and verbal description of the

factor’s affecting customers satisfaction in terms of Cost. It was clear that most of

the statement describe as agree but statement four is describe as a somewhat

agree which got the lowest mean 3.48. Among these statement describe as

agree are statement one (1) “Reduce transaction cost and available anytime”

got the highest mean of 4.24. This was followed by statement three (3) “ the

transaction fees is at minimum charges” with the second highest mean of 4.10.

The statement five (5) “ Transparent and save processing cost” got a 3.95 mean.

This followed statement two (2) “ the transaction fees or charges incurred is

higher than traditional method if payment “ got 3.90 mean and the statement four

(4) “ E- payment transaction is competitive with no hidden fees” got the lowest

mean results of 3.48.

Overall, the weighted mean was 3.93 as agree

Table 2.4 Factors Affecting the Mobile Payment in terms of Security

Statement Mean Description

1. The E-payment used is safe and secured 3.67 Agree

34
 2. The history record of transaction is available Agree

anytime when using E-payment 3.67

3. Using E payment is safer than traditional Agree

face to face payment transaction. 3.62

4. The confirmation of transaction and proof Agree

sent either on your mobile number or email 4.10

5. Limited data privacy 3.81 Agree

Weighted mean 3.77 Agree

Legend: 1.00 – 1.49 Strongly disagree , 1.50 – 2.49 Disagree, 2.50 – 3.49

Somewhat agree, 3.50 – 4.49 Agree, 4.50 – 5.00 Strongly agree

Table 2.4 shows the overall mean distribution and verbal description of the

factor’s affecting customers satisfaction in terms of Security. It was clear that all

of the statement describe as agree. Among these statement describe as agree

are statement four (4) “The confirmation of transaction and proof sent either on

mobile number or email” got the highest mean of 4.10. This was followed by

statement five(5) “ Limited data privacy” with the second highest mean of 3.81.

The statement one (1) “The E-payment used is safe and secured t” got a 3.67

mean with statement two (two) got the same mean “ The history record of

transaction is available anytime when using e-payment. This followed statement

three (3) “ Using E-payment is safer than traditional face to face payment

transaction “ got 3.62 the lowest results. Overall, the weighted mean was 3.77

as agree

Table 3.Customer Satisfaction

35
 Statement Mean Description

1. Enjoy the benefits of e-payment with cash Agree

back or voucher 3.76

2. Can still access even without internet Agree

connection 3.67

3. Electronic payment platform is more Agree

applicable and fastest way in present time. 4.33

4. Electronic payment is widely used and Agree

contactless 3.86

5. Social influence might be a key factor in e- Agree

cash adoption. 3.86

Weighted mean 3.90 Agree

Legend: 1.00 – 1.49 Strongly disagree , 1.50 – 2.49 Disagree, 2.50 – 3.49

Somewhat agree, 3.50 – 4.49 Agree, 4.50 – 5.00 Strongly agree

Table 3 shows the overall mean distribution and verbal description of the factor’s

affecting customers satisfaction. It was clearly stated that all of the statement

describe as agree. Among these statement describe as agree are statement

three (3) “Electronic payment platform is more applicable and fastest way in

present time” got the highest mean of 4.33. This was followed by statement four

(4) “ Electronic payment is widely used and contactless” with the second highest

mean of 3.86. The statement five (5) “Social influence might be a key factor in e-

cash adoption” got a 3.86 mean same result with statement four. This followed

statement one (1) “ Enjoy the benefits of e-payment with cashback or voucher “

got 3.76 and statement two (2) “can still access even without internet

36
connection” got the 3.67 lowest mean results. Overall, the weighted mean was

3.90 as agree.

Table 4. Correlation

Variables Pearson r p-value Interpretation

Factors affecting the mobile .08 0.73 Not significant/Very low

payment and customer positive correlation

satisfaction

*at 0.05 level of significance

This part reveals the results on the test of a significant relationship

between the factors affecting the mobile payment and customer satisfaction.

Table 4 shows the details of the results, which used Pearson r in testing the

relationship between the variables. It reveals that there is no significant

relationship between thefactors affecting the mobile payment and customer

satisfaction as supported by a computed p-value of 0.73 greater than 0.05 level

of significance,therefore, accepting the null hypothesis. The coefficient of

correlation, r=0.08, between thefactors affecting the mobile payment and

customer satisfaction indicates a very low positive correlation (almost negligible

relationship).

37
 Chapter IV

Discussion

This chapter presents the conclusion and recommendation of the Study.

The main focus of this study is the Customer satisfaction on electronic payments

among DepEd teachers in Tampakan, South Cotabato. Specially it tries to

answer question on: Demographic profile of the respondents, sex, age, marital

status and monthly income: Factors affecting customers satisfaction on electronic

payments in terms of customer services, convenience, cost and security; extent

of factors effect on electronic payments among DepEd teachers in

TampakanSouth Cotabato. The results from the data gathered show that the

participants from the sample are well-aware of e-payment systems and use such

system for different transaction such as payments transaction and fund transfer.

Conclusion

Base on the findings the following are the conclusion.

Objective number 1

38
What is the demographic profile of the respondents in terms of Sex Age, Marital

Status and monthly income?

The data implies the majority of the respondents’ age ranges 25-41 above years

old, thus belongs to the adults. In terms of Sex, data imply that majority of the

respondents are females. In terms of marital status of the respondents mostly

are single, which has the frequency of 11 acquiring 52% of thetotal number of

respondents, and in terms of monthly income of respondents are mostly 25,000-

30,000.

Objective number 2

What is the factors affecting customer satisfaction on electronic

payments among DepEd teachers in Tampakan, South Cotabato in terms of

Customers services, Convenience, Cost and Security?

The results shows that almost the indicators described as Agree, among

these indicators, indicators two (2) “Convenience “ got the highest mean of 4.38

described as Agree. This followed by indicators one (1) “ Customer Services”

with the second highest mean of 4.36 described as Agree. On the other hand,

indicator three (3) “Cost” got the Third highest mean of 3.95 while indicator four

(4) “ Security” has the lowest mean of 3.77. Over all, the grand total was 4.11 as

described as Agree.

Objective number 3

39
 What is the extent of Factors affecting customers satisfaction on

electronic payments among DepEd Teachers in Tampakan, South Cotabato

Described as Agree. The indicators “ Customers satisfaction got a mean of 3.90

described as Agree.

Objective number 4

Is there a significant relationship between the factors affecting the mobile

payments and customers satisfaction of DepEd teachers of Tampakan, South

Cotabato?

The significant relationship between the factors affecting the mobile

payments and customers satisfaction of DepEd teacher in Tampakan, South

Cotabato observe that there is no significant. It reveals that there is no significant

relationship between the factors affecting the mobile payment and customer

satisfaction as supported by a computed p-value of 0.73 greater than 0.05 level

of significance, therefore, accepting the null hypothesis. The coefficient of

correlation, r=0.08, between the factors affecting the mobile payments and

customer satisfaction indicates a very low positive correlation ( almost negligible

relationship). This suggest that there is no significant relationship between the

factors affecting the mobile payments and customers satisfaction of DepEd

teachers of Tampakan, South Cotabato.

Recommendation

40
Managerial Recommendation

Digital platforms for payments will find it challenging to be a widely use in

making transactions, some remote areas that has poor signal and access on

internet connection will struggle to access the mobile application to transact, in

order to make successful transaction it must be connected in internet, although

most of the respondents find it convenient and user friendly. Despite of the study

results, that the respondents responds is mostly agree in using Electronic

payment, we cannot determine a better judgments since the sample size of

population is relatively small, it cannot be concluded that electronic payments is

most preferred, effective and what factors really affects satisfaction of using

electronic payments over the tradition payments transactions.

Research Recommendation

Bases on this research, the study focuses only on Factors affecting

electronic payments among DepEd teachers in Tampakan, South Cotabato, and

the Customers services, Convenience, Cost and Security. The researcher found

out that there is various benefits offer by e-payment and several of business

41
switch to electronic payment and most of the researchers respondents are also

users.

Base on the research results most of the users find it convenience

however in terms of customer satisfaction got lowest mean that means there will

be lapses on some feature of a system or maybe some are unaware of on how to

use it. The researcher would like to recommend to disseminate information to

boost usage and adaptation. Researchers recommend to have additional

features that is friendly-users and tightened security privacy. It is also

recommendable to improve the convenience, customer service in order to meet

customer satisfaction and having cashback offer will encourage more users and

will give positive reviews about the system that will lead the non-users to adapt

the digital system.

REFERENCES

W. Chen, G. P. Hancke, K. E. Mayes, Y. Lien and J. . -H. Chiu, "NFC Mobile

Transactions and Authentication Based on GSM Network," 2010 Second

42
 International Workshop on Near Field Communication, Monaco, Monaco,

2010, pp. 83-89, doi: 10.1109/NFC.2010.15.

Agnihotri, R., Dingus, R., Hu, M. Y., &Krush, M. T. (2016). Social media:

Influencing customer satisfaction in B2B sales. Industrial Marketing

Management, 53, 172–180.Final DSUSM https://tarjomefa.com/wp-

content/uploads/2019/07/F1353-TarjomeFa-English.pdf

Alkhowaiter, W. A. (2020), "Digital payment and banking adoption research in

Gulf countries: A systematic literature review", International Journal of

Information Management, Volume 53, ISSN 0268-4012,

https://doi.org/10.1016 /j. ijinfomgt.2020.102102.

Arvidsson, N. (2014). Consumer attitudes on mobile payment services–results

from a proof-of-concept test. International Journal of Bank Marketing, 32

No (2), 150–170 https://link.springer.com/article/10.1007/s10796-020-

10045-0B.

Becker, L., &Jaakkola, E. (2020). Customer experience: fundamental premises

and implications for research. Journal of the Academy of Marketing

Science, 48, 1–19. https://link.springer.com/article/10.1007/s1174.019-

00718-x

43
Yaman, D. M. S. A., Kar, B., & Sensini, L. European Journal of Business and

Management ISSN 2222-1905 (Paper) ISSN 2222-2839 (online) Vol.6,

2016, Vol.8, 2016, www.iiste.org

Grover, P., & Kar, A. K. (2020). User engagement for mobile payment service

providers–introducing the social media engagement model. Journal of

Retailing and Consumer Services, 53, 101718.

https://www.avidschange.come/benefits-of-electronic-payment-system/

#cta

Kalinić, Z., Liébana-Cabanillas, F.J., Muñoz-Leiva, F. and Marinković, V. (2020),

"The moderating impact of gender on the acceptance of peer-to-peer

mobile payment systems", International Journal of Bank Marketing, Vol. 38

No. 1, pp. 138-158. https://doi.org/10.1108/IJBM-01-2019-0012

Liébana-Cabanillasa, F., Marinkovic, V., de Lunaa, R. and Kalinic, Z. (2018),

Predicting the determinants of mobile payment acceptance: A hybrid

SEM-neural network approach., Technological Forecasting and Social

Change, Volume 129, Pages 117-130. ISSN 0040-1625.

https://doi.org/10.1016/j.techfore.2017.12.015

Lim, A. S. (2008), Inter-consortia battles in mobile payments standardisation,,

Electronic Commerce Research and Applications,, Volume 7, Issue 2,

Pages 202-213, ISSN 1567-4223,

https://doi.org/10.1016/j.elerap.2007.05.003.

44
Sinha, M., Majra, H., Hutchins, J. and Saxena, R. (2019), Mobile payments in

India: the privacy factor, International Journal of Bank Marketing, Vol. 37

No. 1, pp. 192-209. https://doi.org/10.1108/IJBM-05-2017-0099

Staykova, K. S. and Damsgaard, J. (2015), The race to dominate the mobile

payments platform: Entry and expansion strategies, Electronic Commerce

Research and Applications, Volume 14, Issue 5, Pages 319-330, ISSN

1567-4223, https://doi.org/10.1016/j.elerap.2015.03.004.

Wodo, W., Blaskiewicz, P., Stygar, D., Kuzma, N. (2021), Evaluating the security

of electronic and mobile banking, Computer Fraud & Security, Volume

2021, Issue 10, Pages 8-14, ISSN 1361-3723,

https://doi.org/10.1016/S1361-3723(21)00107-10X.

Samer H. Atawneh, Nawaf N. Hamadneh, Jamil J. Jaber, S. Al Wadi, Waqar A.

Khan, "Using Artificial Intelligence to Predict Customer Satisfaction with E-

Payment Systems during the COVID-19 Pandemic", Journal of

Mathematics, vol. 2022, Article ID 1599785, 12 pages, 2022.

https://doi.org/10.1155/2022/1599785

Roozbahani, F. S., Hojjati, S. N., & Azad, R. (2015). The role of e-payment tools

and e-banking in customer satisfaction case study: Pasargad bank e-payment

company. International Journal of Advanced Networking and Applications, 7(2),

2640.

45
Usman,O (2021). Effect of online ticketing decision using electronic money with

e-payment system on customer satisfaction,2021,

https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3768138.

Altobishi, T., Erboz, G., & Podruzsik, S. J. I. J. O. M. S. (2018). E-Banking effects

on customer satisfaction: The survey on clients in Jordan Banking

Sector. International Journal of Marketing Studies, 10(2), 151-161.

https://doi.org/10.5539/ijms.v10n2p151

46