Customers' impact on mobile banking transactions :

Abstract

The study aimed to determine the significant differences when the respondents were grouped according to bank ownership. A descriptive comparative design was used in this study. The researchers chose 200 people as respondents using the convenience sampling method. The researchers utilized adapted questionnaires to measure the level of Customer's Impact on Mobile Banking Transactions to gather relevant data while using the descriptive-comparative method of research. Based on the results, the level of Customer's Impact on Mobile Banking Transactions is very high. The highest indicator was perceived usefulness. The study presented that there is no significant difference when the respondents were grouped according to bank ownerships. Therefore, the hypothesis is accepted. The study recommends that the managers of the bank institutions set the expectations of their clients and they should be informative by updating their websites, brochure, and even their mobile applications so that their clients become well informed about the possible expenses of using mobile banking many include access cost and transaction fees. They should also inform the clients of the risk regarding the service itself to again set the users' expectation of suffering a loss in the outcome of using Mobile Banking. They should try to improve the quality and security issues of their services especially since there is an increasing number of hackers and identity theft so that more customers will still use mobile banking and provide satisfaction. Further, future researchers are recommended to explore other factors that are acceptable to this study such as perceived trust, perceived security, perceived privacy, etc. that may affect the adoption of mobile banking so that they can gather more data to uplift and improve the level of Customer's Impact on Mobile Banking Transactions. Further, it may help the bank to identify the areas on mobile banking applications that need improvement.