Trust and Satisfaction in Digital Banking in the Philippines - Integrating Delone and Mclean Information System Success Model

Abstract

Trust and satisfaction are difficult to develop with mobile payments. Several papers have revealed and explained the benefits of using online payments. Despite this, mobile payment procedures in the Philippines remain low. This is the problem that this study wishes to address. The study validated and evaluated the Delone and Mclean model and the relationship between the dimensions that make up the success of IS implementation. Processes were completed by conducting a survey, collecting and analysing data, testing the validity of hypotheses, and providing interpretation thereof. The study proves that customers’ demographic variables, such as education, have a significant impact on trust. Also, education and No. of Years with the Bank is the only variable that has a significant impact on satisfaction. When the effect of the Delone and Mclean Model on trust and satisfaction is examined, it is observed that all three quality dimensions significantly impact trust and user satisfaction. This finding highlights the importance of continuous monitoring and enhancing the quality associated with these factors. This shows that the characteristics of a system from a technical perspective are especially of significant importance for enhancing the trust and satisfaction users feel towards mobile banking. When considering the effects of the three quality dimensions on trust and satisfaction, it is important to foster system, information, and service quality. In this vein, banks need to continuously monitor and initiate improvements in the associated aspect of quality. The Philippines is an Archipelago, which makes it difficult to build structures in other parts of the country. The government and the private sectors should kindly consider how to progress the digital infrastructure soon. Any substantial efforts to improve the prices or deliver improved rates of online contributions would have a great effect on affordability and, hence, access.