Customer experience and operational efficiency on online banking transaction in Davao City

Abstract

This pandemic features the changing customer’s behavior and how these online banking important in the aspect of our financial day to day transaction. Therefore, this study aimed to know the correlation between the operational efficiency and customer experience on online banking transaction in Davao City. Descriptive analysis was used to determine the level of customer experience in terms of accommodation, convenience, and time availability, as well as the level of operational efficiency in terms of accessibility, customer engagement, automation, and data security risk. On the other hand, correlational analysis was used to verify the relationship of the said variables. The 100 respondents that has experienced and are using the online banking here in Davao City participate by answering survey questionnaire that was disseminated through online as Google form. The data collected and evaluated by department statistician and the result showed that respondents agreed to the level of indicators in operational efficiency along with the level of indicators in customer experience. To measure the relationship of the variables, method used was Pearson’s Chi Square. Therefore, operational efficiency and customer experience has significant correlation.