Home⇛College of Business Administration and Management Research Journal⇛vol. 10 no. 1 (2025)

Customer Experience on Mobile Banking among Small Business Owners in the Food Industry

Vivien Sophia M. Guillo | Maria Francine Margarett A. Comia | Kristine Joy D. De Guzman | Cheilsy Jermaine L. Maderazo | Remedios P. Magnaye

Discipline: business and management (non-specific)

 

Abstract:

In navigating the realm of rapid development in digital banking, this study focused on assessing the customer experience of mobile banking in terms of age, years of mobile banking usage, and usual banking activities performed. The researchers used a self-made survey questionnaire as the main instrument to gather data. The study utilized a descriptive method and was participated by 106 respondents who were small business owners of the food industry in Batangas City. The research revealed that the respondents are highly satisfied with their experiences relating to satisfaction, perceived risk and security, and usability. Most respondents are millennials with an age bracket of 27 - 42 years old. Many have used mobile banking for more than five years for personal transactions and business endeavors. There was also no statistically significant difference in customer experience, perceived risk and security, and usability on mobile banking. A plan of action was developed to improve customer experience by recommending the banks for the implementation of user-friendly features, the development of chatbots, and the access of language and notification settings. This research study may be a model for future researchers to follow when doing their research, in which they may obtain information and knowledge about the indicators that influence mobile banking consumers' customer satisfaction.



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