PAMANTASAN NG LUNGSOD NG MARIKINA College of Business Administration

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Presentation transcript:

PAMANTASAN NG LUNGSOD NG MARIKINA College of Business Administration CUSTOMERS PERCEPTION TOWADS IMPROVEMENT OF ONLINE BANKING OF BANCO DE ORO CONCEPCION BRANCH, CONCEPCION I, MARIKINA CITY PROPONENTS Climaco, Mary Jane Escobia, Joan M. Javillo, Clarifel B. Rotoni, Jonah Mae P. Sion, John Anthony S. THESIS ADVISER Mr. Celso Mendoza

THE STATEMENT OF THE PROBLEM

SCOPE AND LIMITATION This study was conducted to find the factors influencing the intentions to adopt online banking. The study covers Banco de Oro branch only at Concepcion I, Marikina City.

THE PARTICIPANTS The study consist of 50 respondents are using online banking specifically those who are enrolled in the facility so as to understand the special experiences and to get relevant data that are needed in this study.

THE DATA GATHERING PROCEDURE Survey questionnaire Interview

DATA ANALYSIS Weighted Mean Frequency and Percentage Distribution Likert Scale

RESULTS AND DISCUSSION Table 3.1 Gender of the respondents Gender Frequency Percentage Female 30 60 Male 20 40

Table 3.2 Age of the respondents Frequency Percentage 20 years old and below 3 6 21-25 years old 11 22 26-30 years old 14 28 31-35 years old 7 36-40 years old 5 10 41 years old and above 20

Educational Background Table 3.3 Educational Background of the respondents Educational Background Frequency Percentage Secondary 10 20 Tertiary 40 80

Number of years as BDO Customer Table 3.4 Number of years as BDO Customer Number of years as BDO Customer Frequency Percentage Less than 5 years 19 38 6-10 years 22 44 11-15 years 4 8 16-20 years 3 6 21 years and above 2

Number of years as Online Banking User Table 3.5 Number of years as Online Banking User Number of years as Online Banking User Frequency Percentage Less than 5 years 30 60 6-10 years 13 26 11-15 years 3 6 16-20 years 4 8 21 years and above

Table 3.6 Preference of the respondents in using online banking

Table 3.7 Efficiency of Services of Online Banking

THE FINDINGS The main points of the findings of the study are briefly presented as follows: 1. Demographic profile of the respondents Gender. The dominant respondent of this study were composed of 60% of female and 40% male in customers who actively joined in using online banking. Age.the respondents in terms of age ranges in customers came from 26-30 years old (28%) is the highest, followed by 21-25 years old (22%), then, 41 years old and above (20%) Next is 31-35 years old (14%), then 36-40 years old (10%) and 20 years old and below (6%). Educational attainment: Most of the respondents fall under tertiary level with 80% and 20% came from secondary level.

Number of years as BDO customer Number of years as BDO customer. In terms of number of years as BDO customers, majority of the respondents were customers of BDO for 6-10 years (44%), followed by for less than 5 years (38%), then, for 11-15 years (8%), Next is for 16-20 years (6%) and for 21 years and above (4%). Number of years as Online Banking user. In terms of number of years as online banking user, majority of the respondents use it for less than 5 years (60%), followed by 6-10 years (26%), then 16-20 years (8%), Next 11-15 years (6%) and 21 years and above (0%).

2. Preference of the respondents in using Online Banking As to respondents rate, the important benefits of online banking that enhance the banking system of BDO; Accessibility got the highest mean of 4.30; Efficiency and Reliability with a mean of 4.07; Transaction cost with a mean of 3.98 and Security with a mean of 3.95. All benefits are verbally interpreted as strongly agree and agree by customers. 3. Efficiency of the services of Online Banking Regarding to the primary features of online banking Payment of Bills got the highest mean of 4.64;Transfer of Funds with a mean of 4.31 and Balance Inquiry of 4.18 were only Bills Payment is interpreted as strongly agree and Transfer of Funds by Female.

CONCLUSION Demographic profile of the respondents Gender – most of the respondents are women Age – most of the respondents age are ranges from 26-30 Preferences of the customer using Online Banking Accessibility and Transaction Cost – this preference got the highest mean in terms of the benefits of online baking Security – this preference got the lowest mean in term of the benefits of online banking Efficiency of the service of Online Banking Bills Payment – it gets the highest mean with regards to the primary features of online banking Balance Inquiry – it gets the lowest mean with regards to the primary feature of online banking

RECOMMENDATIONS The researchers recommends the following: As to Preference for using Online Banking Accessibility The bank should provide clear instructions to guide the customers in using Online Banking. Transaction Cost The bank should minimize or limit the bank charge that the customer might incur. Efficiency and Reliability The efficiency of using online banking might sometimes depend on the speed of the internet connection that the customers were using. While in reliability, it was important that the bank must assure that there would be no errors in every transaction.

Security The online banking user must know how bank keep their account secure; the customer must check the bank’s website or call bank’s customer service to learn about any encryption technology it uses, whether it monitors accounts for fraudulent activity and if it limits the liability of the user for unauthorized transactions. And also, the bank must make sure that the encryption technology they are using must be able to monitor every fraudulent activity and must strongly protect the accounts of the customers.

The online banking users must change their password regularly or every few months so that it doesn’t become stale and guessable. The users must keep their passwords distinct and varied. The bank’s encryption system must have a two-factor authentication, which means that the user was asked to enter another piece of identification in addition to username and password, such as a temporary code. The bank would email or text the code to the users at the time they try to log in, so it's unlikely someone else could receive it beforehand.

As to Efficiency of Services of Online Banking Transfer of Funds In able for the customers to be more satisfied on this service the bank should improve this service by making the transactions of transferring of funds fast and lesser cost that the customers might incurred in this transactions. Bills Payment The bank must maintain their efficiency for the continuous satisfaction of the customers on this particular service. Balance Inquiry The Balance Inquiry feature may be improved if the bank and their system have the ability to facilitate eager responses on the inquiry of the user. The bank must provide the balances that the user is requesting as soon as possible. In addition, users will be satisfied if they could check, manage and monitor their account any time accurately.

Thank you!!! “ Delight yourself on the Lord and he will give the desire of your heart.” Psalms 37:4