Mobile Banking Usage and Customer Satisfaction among Banks in Panabo City

Abstract

The primary driver of the changes that are taking place all over the world is thought to be information technology. This study aimed to determine the significant relationship between mobile banking usage and customer satisfaction among banks in Panabo City. A total of 323 customers were the respondents of this research. The statistical tools used were weighted mean and Pearson-r. Quantitative research utilizing descriptive-correlation method was the research design used in this study. Results revealed that the level of mobile banking usage of banks in Panabo City in terms of mobile payment, mobile credit, and mobile saving is very high and yielded a grand mean of 4.35, therefore mobile banking usage of the bank meets the satisfaction of the customers. For the level of customer satisfaction of banks in Panabo City, it garnered a very high result that constituted a 4.62 grand mean, therefore the customers are satisfied with the mobile banking service of the bank. Furthermore, results found out that there is a significant relationship between mobile banking usage and customer satisfaction among bank in Panabo City. The results yielded an r-value of 0.352 and P-value of 0.000 which is less than 0.05 level of significance, therefore, the null hypothesis (ho) is rejected.