1. 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

2. THE STATEMENT OF THE PROBLEM

3. 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.

4. 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.

5. THE DATA GATHERING PROCEDURE
Survey questionnaire
Interview

6. DATA ANALYSIS Weighted Mean Frequency and Percentage Distribution
Likert Scale

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

8. 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

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

10. 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

11. 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

12. Table 3.6 Preference of the respondents in using online banking

13. Table 3.7 Efficiency of Services of Online Banking

14. 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 years old (28%) is the highest, followed by years old (22%), then, 41 years old and above (20%) Next is years old (14%), then 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.

15. 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 years (8%), Next is for 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 years (26%), then years (8%), Next years (6%) and 21 years and above (0%).

16. 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 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.

17. 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

18. 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.

19. 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.

20. 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 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.

21. 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.

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