Effectiveness of Online Banking To The Small Entrepreneurs in Malolos City, Bulacan

BULACAN STATE UNIVERSITY 1
COLLEGE OF BUSINESS ADMINISTRATION
Chapter 1
THE PROBLEM AND ITS BACKGROUND
Introduction
Today’s world may be described as one with increasing online access to
services. One part of this rapidly growing online services is online banking.
Combined with online retailers there has been a lot of money changing hands,
directed only by communication over the Internet. This is very convenient and
made possible through the ready accessibility of Internet in all first-world countries.
This thesis is a discussion of how effective online banking is to small entrepreneurs
in Malolos City, Bulacan.
The advancement of online banking or commonly known as e-banking,
began with the use of automatic teller machines (ATMs) and included telephone
banking, direct bill payment, electronic fund transfer, online banking and other
electronic transactions. For many people, they believed that e-banking paved the
way to the direction of mobile banking. Also, some people believed that online
banking has become the most popular method of banking (Monilla, 2011).
Online banking has sometimes been defined as the provision of retail and
small value banking products and services through electronic channels either
through mobile devices, Automated Teller Machines (ATMs), or even the internet.
Also it has been often used to describe processes in which customers could
perform banking transactions without visiting a physical institution. In the
Philippines, online banking made an auspicious debut when automated teller
machines (ATMs) were introduced in the 1980s revolutionizing how people viewed
the usual, brick-and-mortar bank structure. Today, ATMs has become a common
customer delivery channel that could be found mainly in urban centres through
sometimes, even in the countryside. Aside from ATMs, other innovations have
taken place such as phone and internet banking which again provided customers
with the ability to access banking services from various locations and at a 24-hour
by 7- days basis. With these developments, customers are able to enjoy the many
conveniences and lower costs of transaction that are offered by the said
innovations.
In the face of the conveniences offered by online banking, several major
challenges and issues need to be addressed with regard to the growth of e-banking
and the e-business in general. The researchers aimed to determine the problems
that maybe encountered in e-banking. In this paper, the researchers covered
issues on exactness, competitiveness, promptness and confidentiality of e-
banking as well as its effect on small entrepreneurs in Malolos City.
The study showed how online banking services was able to attract
customers and discussed the requirements needed before e-banking services
could be availed of by the customers. Online banking is one of the first things that
come to mind when thinking about the future of banking. It is generally assumed
that online banking is relatively new and that it replaced or supplemented many
channels of delivery of retail banking services. The term online banking as used
here, refers to any banking activity that is accessed by electronic means. It
includes automated teller machines (ATMs), automated call centers, digital cash,
Internet banking, screen telephones, and so on. These channels of delivery can
be used for presenting and paying bills, buying and selling securities, transferring
funds, and providing other financial products and services. Banking has never
been more important to our society than it is today. The advances in
communication and computer technology and the availability of the Internet has
made it possible for one can to conduct most banking transactions from a remote
location even without stepping into a physical financial structure - that was how e-
banking emerged.
Online Banking has opened up a number of services both to the general
public and the banking industry. It has resulted in the creation of a better enabling
environment that supports growth, productivity and prosperity. Furthermore, E-
banking has helped banks in the better monitoring of their customer base. This has
been a useful tool for banks to device suitable commercial packages that are in
conformity with customer needs. As e-banking provides an opportunity to the
banking sector to enlarge their customer base, this in turn increases the volume of
credit creation which results in better economic condition. Apart from all this, E-
banking has also helped in the documentation of the economic activity of the
masses. The Internet makes it possible to bring both customers and suppliers
together.
Through online banking the company can show the clients that they are
better than their competitors and can guarantee to give them satisfaction for their
services. Filipinos have time and again basked in the distinction of being some of
the most technology-savvy people in the world, readily snapping up and testing
new ways of doing things. But the banking industry in the Philippines forms one of
the most conservative sectors in society, treading only very carefully on new
trends.
Internet banking identifies a particular set of technological solutions for the
development and the distribution of financial services, which rely upon the open
architecture of the Internet. With the implementation of an Internet banking
system, the banks maintain a direct relationship with the end users
via the web and are able to provide a personal characterization to the interface,
by offering additional customized services.
The researchers were concerned about the issues of online banking
affectivity presented in this study. This is because the researchers believe that
these issues are very important and relevant today. A lot of people save money
and entrust the banks with their hard-earned money. In addition, the researchers
want this research paper to be read by many students who are not too familiar with
certain issues about online banking. Lastly, the researcher provided and
recommended different solutions about the issues discussed regarding Online
Banking.
Statement of the problem
The study of the effectiveness of online banking to small entrepreneurs in
Malolos City attempted to answer the major problem: How effective is online
banking to small entrepreneurs in Malolos City?
Specifically, the study attempted to answer the following questions:
1. What are the online services availed of by small entrepreneurs?
2. What is the satisfaction level of the small entrepreneurs in Malolos City in
terms of a set of characteristics of online banking?
3. How will the effectiveness of online banking in Malolos City be rated in the
terms of Exactness, Competitiveness, Promptness, and Confidentiality?
Significance of the study
This study aimed to contribute information about online banking. The
researchers intended to find out how effective bank services were to small
entrepreneurs in terms of the service offered. This focused on exactness,
competitiveness, promptness, accuracy, and confidentiality.
To Customers or Small Entrepreneurs. They were becoming more
sophisticated, and banks needed to respond to this growing use of technology to

keep up with the entrepreneurs’ requirements. A research base on electronic
banking has been chosen because it was noted that while a considerable number
were already aware of this technology, there remains a good number who were
not that aware of electronic banking and its services, which was unfortunate
considering the usefulness and importance of e-banking in this date and time. This
paper would find out if entrepreneurial online banking was in any way related to
some of the problems encountered by the small entrepreneurs, or if online banking
contributes to the solution of some of their problems.
To Banks. In the study, banks operationalized their Internet banking as a bundled
centralized service rather than a distributed service. The researchers examined
the factors that affected the adoption of online banking in Malolos. Perceived
usefulness, perceived ease of use, trust, and government support were examined
as the factors to the effectiveness of online banking adoption.
To Government agencies. They had started to recognize the value of e-banking
in improving the efficiency of revenue collection and other transactions with the
public. Thru the internet, the Bureau of Internal Revenue (BIR) embarked on
electronic tax filing and payment project that involved the electronic processing
and transmission of tax return information and taxes due. The Bureau of Customs
has also been a proactive innovator in this area as it moves to fully convert to
electronic collection of duties at all ports of entry. The SEC has likewise embarked
on an electronic corporate registration process linked to a local bank electronic

platform. Other government agencies are likewise moving in this direction to collect
fees.
To Future researchers. This work of knowledge can be used as reference of
future researchers. They can also use this study as reference materials for
replication in another location, or simply a relevant study to researcher aligned with
this study.
Scope and Delimitation of the study
The focus of this study was mainly based on determining on the
effectiveness of online banking services to small entrepreneurs in terms of
exactness, competitiveness, promptness, accuracy, and confidentiality. In this
regard, a survey form was used to find out if the small entrepreneurs in Malolos
City find online banking services effective to their business needs. The online
banking services include payments of bills, account inquiry, fund transfer,
reloading, processing payroll, payment to suppliers, and ATM checking. The study
was conducted from June to September 2014.
The researchers conducted the survey among selected small entrepreneurs
in Malolos City that used online banking, particularly in highly commercialized
location in McArthur Highway, Cabanas, Robinsons and Malolos Poblacion.

Chapter 2
THEORETICAL FRAMEWORK
Relevant Theories
The Innovation Diffusion Theory (IDT) explains individuals’ intention to
adopt a technology as a modality to perform a traditional activity. The states that
the critical factors that determine the adoption of an innovation at the general level
were the following: relative advantage, compatibility, complexity, trial ability and
observability (Rogers, 1995). Several researchers tested the theory on e-banking
adoption that resulted in nominalized factors of complexity, triability and
observability (Tan and Teo, 2000; Gerrard and Cunniham, 2003; MdNor and
Pearson, 2008).
The Innovation Diffusion Theory has a bearing in the present study to
explain the adaptation process in new technology such as e-banking.
In the Theory of Reasoned Action (TRA) (Bein, 1980), a discussion on
technology adoption research studies using this theory were enumerated.
According to this theory, an individual’s intent to adopt an innovation was
influenced by his attitude toward the behavior and subjective norm. Subsequently,
a person’s behavior was determined by his intention to perform the behavior. The
attitude toward performing the behavior was an individual’s positive or negative
belief about the performing the specific behavior. In fact, attitudes were comprised
of the beliefs a person accumulates over his lifetime. These beliefs were created
from experiences, outside information, or from within the self. Only a few of these
beliefs, however, actually influence attitude. On the other hand, subjective norm
are beliefs about what others thought about the behavior; in other words it is the
perceived influences of social pressure on an individual to perform or not perform
the behavior. “The person’s belief that specific individual or groups think he should
or should not perform the behavior and his motivation to comply with the specific
referents as proposed that variables not included in the model can affect intention
and then behavior.
This theory was related in the present study because online-banking
consumers’ repetitive performance of any action such as using online-banking is
based on the positivity or negativity on the performance of the said behavior.
The Theory of Planned Behavior (TPB) was one of the most widely used
models in explaining and predicting individual Behavioral Intention (BI) and
acceptance of IT. The TPB proposed that an individual’s intention to perform an
act was affected by his attitude toward the act, subjective norms and perceived
behavioral control. According to TPB, an individual’s behavior was determined by
BI and perceived behavioral control. And BI is determined by attitude toward
behavior (A), subjective norm (SN) and perceived behavioral control (PBC).
Attitudes toward behavior reflect one’s favorable or unfavorable feelings of
performing a behavior. Subjective norm reflects one’s perception of others’
relevant opinions on whether or not he or she should perform a particular behavior.
Perceived behavioral content reflects one’s perceptions of the availability of
resources or opportunities necessary to perform a behavior (Sadeghi, 2011).
Theory of Planned Behavior like Theory of Reasoned Action were used to
explain one’s favorable and unfavorable feelings in using online banking.
Some researchers and practitioners have widely used the Technology
Acceptance Model (TAM) to help predict and make sense of user acceptance of
information technologies. TAM, introduced by Davis (DATE), adapts the TRA
model, specifically to model user acceptance of information technology (IT). The
goal of TAM was to explain what determines computer acceptance capable of
explaining user behavior across a broad range of end-user.
TRA model was used to explain the evolution of banking and the acceptance
of users on new technology.
The Decomposed Theory of Planned Behavior (DTPB) postulates that the
intention to use a certain technology was influenced by attitude, subjective norm
and perceived behavioral control (Taylor and Todd, 1995). Starting from the
research conducted by MdNor and Pearson (2008), Karahanna, Straub, and
Chervany (1999), certain influencing factors were selected: the attitude toward
behavior and the Perceived Behavioral Control.

This theory was used in order to explain that consumers prefer a technology
that could be easily controlled such as e-banking, (which can be controlled even
at home).
Related Literature
The value of the uses, gratifications and categorization system, which
provided a key platform to the study of e-service quality and offered e-banking
providers a more effective system of serving individual customer e-service needs
is discussed. Online banking providers can make the process of using e-banking
more enjoyable by enhancing website interactivity and creating unique online
experiences. Future e-banking penetration and the success of complex financial
product adoption will be dependent on proactive online marketing campaigns
coupled with increased website responsiveness (Loonam and O’Loughlin, 2008).
Loyalty of e-banking customers is directly affected by satisfaction and trust
in an online bank, which in turn are determined by Website quality and service
quality (Floh, 2006). First, the quality of Web sites has a direct and an indirect
impact on both satisfaction and trust. Companies has to redesign their Websites
with a view to enhancing usability and usefulness. Amongst the many factors which
account for the perceived quality of a Web site, the avoidance of downtimes seems
to be extremely important to online banks.

The literature relating to various aspects associated with actual adoption
and usage of e-banking/internet banking was reviewed. Within the Internet banking
adoption context, researchers has indicated various determinants or drivers that
had a positive effect on adoption decisions. For example usefulness, compatibility,
self-efficacy, relative advantage, visibility and trial ability were a few.
Many law firms manage their trust and regular bank accounts on the Internet.
Some firms have the ability to initiate various banking transactions online, including
account transfers and wiring funds. While the convenience and efficiency of online
banking have huge benefits, the downside is that online banking exposes you to
security risks (Pinnington, 2014). The steps outlined below was from an actual
study that helped law firms understand, address and reduce online banking risks
– for both your firm and personal accounts. In particular, make sure you were
familiar with the notice requirements for unauthorized transactions, and who was
responsible for unauthorized transactions. In most circumstances, unless in
specified and usually narrow circumstances you give prompt notice to the bank. If
hackers ever managed to get into your account, the ability to access multiple
accounts or to initiate transfers or send wires could allow them to easily remove
funds from your account. If you don’t intend to use your online banking facility for
these types of transactions, has this functionality removed from your account.
Check your online bank account every day by monitoring your daily account
activity, you’ll be able to promptly identify any unauthorized transactions or other
indications that your account has been hacked. Check the last login time and make
sure it was consistent with the last time someone from your office accessed the
account. Immediately report suspicious or unexplained activity to your bank.
New Information technology has taken an important place in the future
development of financial services, especially banking sector, which transition were
affected more than any other financial provider groups (Chavan, 2013). Increased
use of mobile services and use of internet as a new distribution channel for banking
transactions and international trading requires more attention towards e-banking
security against fraudulent activities. The development and the increasing
progress that was being experienced in the Information and Communication
Technology has brought about a lot of changes in almost all facets of life. In the
Banking Industry, it has been in the form of online banking, which was now
replacing the traditional banking practice. Online banking has a lot of benefits
which add value to customers’ satisfaction in terms of better quality of service
offerings and at the same time enable the banks gain more competitive advantage
over other competitors. There were not many inventions that had changed the
business of banking as quickly as the e-banking revolution. World over banks were
reorienting their business strategies towards new opportunities offered by e-
banking. E-banking has enabled banks to scale borders, change strategic behavior
and thus bring about new possibilities. The e-banking revolution has fundamentally
changed the business of banking by scaling borders and bringing about new
opportunities. It has strongly impacted the strategic business considerations for
banks by significantly cutting down costs of delivery and transactions. One of the
benefits of the banks using online transaction was the customer satisfaction. This
due to that customers may access their accounts whenever, from anywhere, and
they get involved more, this creating relationships with banks. Banks should
provide their customers with convenience, meaning offering service through
several distribution channels (ATM, Internet, physical branches) and has more
functions available online. Other benefits were expanded product offerings and
extended geographic reach. With all these benefits banks can obtain success on
the financial market.
A bank which would not ensure that information pertaining to its customer's
finances that should be kept secret would very soon acquire a bad reputation and
would thus lose the public's trust (Alhosani, 2011). The second argument relates
to the sensitive nature of business information. It was easy to imagine
circumstances where a bank engaging in divulging confidential information would
place the customer at risk from competitors. This was particularly so as information
about a business has an intrinsic market value and of course the value increases
where confidential information was concerned. Recently, economic factors had
been given great attention with respect to policy considerations and in certain
circumstances, the duty of secrecy has been treated as having less importance
than the country's interests. In the internet age, the issue of secrecy has also been
heightened, especially since bankers hold a considerable amount of personal
information about a customer on their databases. Third parties can 'hack' into
banks' computer databases, especially if a customer makes use of internet

banking and there was thus a real risk of third parties obtaining personal
information.
By using e-banking, SMEs can apply online for lines of credit, credit cards,
loans and mortgages, hence, less visit was required to banks for doing banking
transactions (Purcell and Toland, 2009).
Han (2008) also found the favorable impact of the application of
informational technology on SME finance.
Adoption of Internet banking from consumers perspectives and found that
Normative and coercive pressure significantly influence the attitude and intention
to adopt of Internet banking avoiding to a study on the adoption of Internet Banking
as perceived by consumers (Shi et al., 2008).
Online banking allows both SMEs and financial institutions to lower
transaction cost and save time to SMEs and creates more business and ensure
better customer relationship management to financial institutions (Han, 2008).
Therefore, pressure may come from banks to SMEs to adopt online financial
services.
In Bangladesh, SMEs owners had to visit on an average of 15 times to their
lender for a single loan (Rikta, 2007).
Customers are found to prefer e-banking for conveniences, speed, round the
clock services and access to the account from any parts of the world. E-banking
offers benefits to banks as well. Banks can benefit from lower transaction costs as
e-banking requires less paperwork, less staffs and physical branches (Chen et al.,
2006).
Online SME businesses are more profitable and produce higher revenues,
than SMEs that use only traditional channel. Through Internet, SMEs can do
research on banking products, interest rates, terms, and then choose lenders that
best fulfill their expectations and needs (Wendell and Williams, 2004).
E-banking leads higher-level of customers’ satisfaction and retention
(Poatoglu and Ekin, 2004).
Wang and Cheung (2004) found that coercive pressure has influence on
travel agencies’ adoption of e-business.
E-banking reduces loan processing time as borrowers loan application can
be viewed by loan processing and loan approval authority simultaneously (Smith
& Rupp, 2003). Typically, loan applications received at branch level and send to
head office for approval.
In technology diffusion, the role of institutional involvement has been
described and acknowledged in various literatures (Tornatzky and Fleischer, 1990;
King et al., 1994; Andersen et al., 2003).

Andersen et al (2003) also acknowledged the role of information
infrastructure (telecommunication, wireless and Internet infrastructure, technology
acceptance) and roles of government and private sectors in technology adoption.
Damsgaard and Lyytinen (2001) mentioned that institutional involvement
was imperative in the technology adoption and such institution contains
governmental agencies, national and global standardization organizations, local
government, and nonprofit organization like industry association.
King et al (1994) mentioned that six types of institutional intervention can
stimulate IT adoption by firms. These were knowledge building, knowledge
deployment, subsidy, mobilization, standard setting, and innovation directives.
Institutions can influence in several ways in IT adoption, like through enacting rules
and regulations or through creating demand for innovative product and processes.
Related Studies
The review of the related studies is an essential part of any investigation.
The survey of the related studies is a crucial aspect of the planning of the study.
One such study said that banks had continuously pointed out that the lack of credit
information has deterred them from lending to SMEs. Without the necessary credit
information, it was difficult to determine creditworthiness of borrower firms. Banks
were also concerned about the bankability of MSMEs and high risks involved in
MSME lending given that many MSMEs had limited management and financial
capability (Aldaba, 2012).
Another study found out that all of the participants using internet banking to
make different transactions such as payments of utility bills. Participants were
using this service by using different devices such as Personal Computer (PC),
Laptop and Mobile phone i.e. iPhone etc. Among 13 participants there were 3
users who were using their smartphone (iPhone) to use this service, while
remaining were using laptop and PC. So in order to discover variation in pattern of
adoption of this service we decide to choose this service in our empirical study.
Age and gender does matter a lot for making positive or negative attitude for
technology. According to our analysis if people had positive attitude about
technology they had less technology adoption hesitation and vice versa. This
dissertation was so helpful for the researcher because they really had a lot of
quantitative approach for the empirical study. The information helped them to
identify the possible variable. The study also shows the usual transaction and
scenarios for a specific customer which helps them to understand the situation in
having a problem about the transaction in online banking (Bashir and Albarbarawi,
2011).
Tools make it possible for the customers to create and maintain their own
financial budgets via e-Banking facility. By using this tool, customers can share
their financial information with bank advisor; this has help advisory service to make
decisions based on actual fats while previously it was based on manual entries.
Here were some of the Online module of e-Banking were to View Balance and
entries, Make payments to creditors and order cheques, Accounts/payment types,
Domestic Accounts, Domestic Payment, International payment, Connections, File
Transfers, Flexible payment (Ahmed, 2009).
The study shows the different online transaction of a bank can offer to their
customers. The study was very informative because of the overview of transaction,
localization of transactions, real time overview of liquidity position, and
organizational activity.
In accepting the internet and maximizing its potential, there were several
stages that firms evolve through that involve different roles. These different stages
of changes were reflected in the many levels that were present when firms go
through the adaptation of new technology. These stages, whether for a matured
firm or a firm in the introductory stage, would also apply to a bank adapting or using
IB.A system that satisfies users‟ needs reinforces satisfaction with the system and
was a perceptual or subjective measure of system success. Similarly, usage of a
system can be an indicator of information system success and computer
acceptance in some cases. Whether the system was regarded as good or bad
depends on how the user feels about the system. Especially if the users do not
rely on the system and its information, their behavior toward the system could be
negative (Hosein, 2009).

According to Hemmasi, Graf and Winchell (2009), it is reasonable to expect
that the differences in quality of service requirements among various types of
businesses would be minimal and not nearly as pronounced as was the case
regarding product/service needs. When the data is stratified based on industry
type, the results did in fact support this expectation. Small businesses operating in
different industries, with few exceptions identified virtually the same banking
service attributes as the ones they would consider most important to them when
selecting a bank to do business with. Specifically, confidentiality of client
information topped the list for all businesses with the exception of manufacturing
firms. The latter group rated "being a reliable source of credit" as the most
important factor to them; confidentiality did not appear even in their top-five list.
Also, having competitive service charges was included in the top-five list of all firms
with the exception of construction companies. Further, while medical/dental offices
were the only businesses that identified "consistency in credit decisions" as one of
the five most important service attributes to them, "competitive loan rates and
terms" was the item that was included only in the top-five list for
wholesale/distribution companies. The results of this study helped banks better
understand the true banking and financial needs of entrepreneurs and small firms.
This should assist them to more effectively serve and meet the needs and
concerns of this important segment of their banking market. Further, the study
results provide financial institutions with the ammunition they need to better assess
their own strategic strengths and weaknesses, identify positioning gaps in their
commercial markets, and seek and secure a stronger competitive position vis-a-
vis their rivals in those markets. The related information provided in this study could
go a long way in helping banks and financial institutions to not only do a more
effective job of segmenting their small business market, but also more effectively
differentiate and promote their products/services to their small business clients
(Hemmasi, Graf and Winchell, 2009).
The 1980s witnessed a marked shift in the banking services distribution
channels due to the emergence of new technologies that simplified remote access
to banks i.e. telephone banking, ATMs, debit cards, access via proprietary
software installed on PCs, internet banking, and mobile banking. Given the
information-intensive nature of its operations and services, the banking sector was
relatively amenable to innovative technologies (Polasik and Wisniewski, 2009).
With the development of asynchronous and secure transaction technologies, an
increasing number of banks worldwide were broadening their service capabilities
and reaching out to their customers by offering low-cost, self-service automated
channels, i.e. Internet Banking (IB) as a transactional and informational medium.
Although decisions about integration of technology in financial services delivery
were made at corporate level, the availability of new and complex technology such
as IB does not necessitate the level or magnitude of change. A critical aspect
illustrating successful implementation was the acceptance of this technology at
individual level i.e. customers‘adoption pattern. In order to be successfully adopted
and utilized, IB must offer clear-cut benefits for users (e.g. how easy or useful it
was to use or how compatible it was with an individual‘s lifestyle and past
experiences).Furthermore, benefits were seen as a necessary but alone were
insufficient conditions toward understanding IB behavior. The following points
characterize IB as a complex and innovative technology: (1) IB requires an
interaction between an innovative medium of service delivery (Internet) and an
intangible service (high in credence qualities); (2) IB relies on an advanced
telecommunication infrastructure (PC, Internet, and Mobile phone), which creates
dependencies with other components of the technological system availability and
experience with such technologies; (3) The complexity of IB can create learning
barriers; and (4) The successful implementation of IB requires a considerable user
mass to be efficiently deployed.
Background of the Study
Bank Institutions are now making it much more convenient for customers to
transact business by providing easier and more extensive access to statements
and transaction history online.
The rise of smart phones has seen a new age of hand-held, on-the-fly
banking emerge. Smart phones and, in particular, Apple iPhones, had made
banking on-the-go a reality. The easy-to-use applications means being stuck at the
checkout with money in the wrong account was a thing of the past. The technology
was there to make it happen and most people were now used to banking online.
Making the process as simple and streamlined as possible was a win for the people
in Bulacan.
In Malolos City, Bulacan there are a lot of banks that uses online banking for
the customer convenience and access. Whether you like it or not, there are a lot
of situations that arise requiring one to go back over the banking transactions.
Even though the online banking has many perceived advantages, there are still
lots of businesses not availing of its services.
Conceptual Framework
Figure 1 shows an Input-Process-Output Diagram showing the Inputs which
was quality of online banking services. The researchers used survey, tally, and
data processing and statistical treatment as their process in order to know the
perceived output which was ease of online banking for small businesses.
Input Process Output
Survey
Ease of
Quality of Tally
Online
Online Data Banking on
Banking Processing Small
Services and Statistical Businesses
Treatment
Figure 1. Schematic Diagram of the Conceptual Framework

Definition of Variables
Accuracy. It refers to the quality or state of being correct or precise.
ATM Checking. It refers to accessing ATM account through Automated Teller
Machine either to withdraw or check savings.
Checking of Balance. It refers to accessing account either online or by ATM to
check savings.
Competitiveness. It pertains to the ability and performance of a bank service in
relation to the ability and performance of another bank’s service.
Confidentiality. It means keeping information of online banking users safe and
private.
Exactness. It means the quality of being accurate or correct.
Payment of Bills. It refers to payment of bills using online banking wherein there
was no tangible change of cash; which was done online.
Payment to Supplier. It refers to a payment method wherein payments to supplier
were paid online and can be modified for automatic or regular transfer of funds.
Payroll. It refers to payment for monthly salary in employees’ bank account.
Small businesses. It refers to business with 10 – 99 employees or assets more
than P3,000,000 but not more than P15,000,000.
Transfer of Funds. It refers to transfer of funds without tangible exchange of
account; actual transfer was done in the internet.

Chapter 3
RESEARCH METHODOLOGY
Methods and Techniques of the Study
The researchers of this thesis used a quantitative method approach for
achieving the purpose of the study. Quantitative research approach was based on
the development of testable hypotheses and theory which can be generalized
across settings. Quantitative investigations tend to measure “how often” or “how
much”. This approach allows generalization of conclusions and flexibility in the
treatment of data, in terms of comparative analysis, statistical analysis and
repeatability of data collection in order to verify reliability.
The study made use of descriptive research, it was used to obtain
information concerning the current status of the phenomena to describe "what
exists" with respect to variables or conditions in a situation. The methods involved
the survey which describes the status quo. There were two approaches to a
research, either the qualitative or quantitative approach. According to the British
Library, quantitative research was a more logical and data-led approach which
provides a measure of what people think from a statistical and numerical point of
view. For example, if you wanted to know how many of your customers support a
proposed change in your products or service and how strongly (on a scale) they
support it. Also, it can gather a large amount of data that can be easily organized
and manipulated into reports for analysis.
This form of research was very flexible in terms of how it’s carried out such
as through the post, online or even over the phone. If you were carrying out
research, make sure that you had a fair cross section of respondents and that you
had enough of them to provide a greater range of reliable data.
Population, Sample size and Sampling Technique
The respondents sought by the researchers were small businesses that
made use of online banking in their business transactions such as fund transfer or
online account checking.
In order to identify the respondents, the researchers made use of purposive
sampling. Purposive sampling, also known as judgmental, selective or subjective
sampling where the units that were investigated were based on the judgment of
the researchers (“Purposive sampling”). The researchers gathered information
from twenty (20) small businesses using online banking in their business
operations.
Research Instruments
The researchers used quantitative technique. They used the survey method
due to its affordability and ability to gather multiple information at a short period of
time.
A survey was defined as a brief interview or discussion with individuals
about a specific topic. The term survey was unfortunately a little vague, but was
often used to mean collect information. The survey was comprised of three parts,
the first part covers the type of online services that small businesses used. The
second part covers the characteristics of online banking. Lastly, the last part covers
the quality of availed online banking in terms of its promptness, exactness,
confidentiality and competitiveness. The respondents made use of the following in
order to rate the effectiveness of online banking based on its quality:
Likert Scale of Effectiveness
5 - Very High effectiveness (4.20 – 5.00)
4 - Very low effectiveness (1.00 – 1.79)
3 - Low effectiveness (1.80 – 2.59)
2 - Moderate effectiveness (2.6 – 3.39)
1 - High effectiveness (3.40 – 4.19)

Data Collection Procedure
The data for this research were collected using a survey questionnaire. The
survey was created using suitable questions modified from related research and
individual questions formed by the researcher. The survey was comprised of three
(3) parts, which was used to evaluate the effectiveness of online banking in small
entrepreneurs in Malolos. Before initiating the data collection, researchers sought
information from Business Permit Registration and Renewal (BPRR) on the City
Hall of Malolos. They’ve asked about the list of small businesses that uses online
banking in Malolos. The BPRR answered that there was no such list; the same
response was given by Department of Trade and Industry (DTI) and Bulacan
Chamber of Commerce (BCC). The researchers decided to look for respondents
that were considered small entrepreneurs and uses online banking with hands-on
knowledge in using it in the business and willing to answer all of the questions in
the survey. They conduct the survey in highly commercialized places in Malolos:
Malolos Crossing, Malolos Poblacion MacArthur Highway, Cabanas, Robinsons,
Brgy. Catmon, Brgy. San Gabriel, Brgy. Guinhawa and Brgy. Caingin. The
researchers stand-by while the respondents were answering, in case they needed
to clarify certain information. After three days, the researchers only managed to
survey 20 respondents and decided to ready it for data processing.

Data Processing and Statistical Treatment
For the presentation, analysis, and interpretation of the data, the
researchers used appropriate statistical tools that gave meaning to the data.
Frequency distribution was one of the most common graphical tools used
to describe a single population. It was a tabulation of the frequencies of each value
(or range of values). This was used to record, measure, and analyze the gathered
data regarding the survey questionnaire.
Percentage. This tool would be used to determine the ratio of the response
out of total population.
p = f x 100
Where:
p = percentage
f = frequency
N = total score
Rank. This tool would be used to determine the top three (3) between set
of items.
Another method that was used was weighted mean. The term weighted
average usually referred to a weighted arithmetic mean, but weighted versions of
other means can also be calculated, such as the weighted geometric mean and
the weighted harmonic mean. It was an average computed by giving different
weights to some of the individual values. The notion of weighted mean plays a role
in descriptive statistics and also occurs in a more general form in several other
areas of mathematics. This was computed using the formula below:
x̄ = ∑x
Where:
x̄ is the weighted mean
∑x is the summation of mean
X is the number of respondents who answered excellent, very good, good, fair and
poor
N is the total number of respondents

Chapter 4
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
In this chapter, the data gathered from the respondents were presented,
analyzed and interpreted. The chapter contains the results of the survey
questionnaire answered by 20 respondents in the said study.
Table 1
Frequency Distribution of the respondents according to Online Services
Frequency Ranking
Payment of Bills 14 2
Account Inquiry 15 1
Fund Transfer 11 3
Reloading 3
Process Payroll 4
Payment to Supplier 8
ATM Checking 10
*multiple responses
Table 1 presents the frequency distribution of the respondents to the
different online services, its percentage and ranking.

The results show that majority of the small businesses using online banking
use it for account inquiry, payment of bills and fund transfer. This was shown in
Table 1 where 15 out of 20 respondents or 75 percent of the total number of
respondents used online services for account inquiry, 14 out of 20 or 70 percent
for payment of bills and 11 out of 20 or 55 percent for fund transfer.
Modernization of the banking system affects business transactions,
including even SMEs financial transaction. In fact, Purcell and Toland (2009) noted
that SMEs can even apply online for lines of credit, credit cards, loans and
mortgages, hence, less visitation to banks was needed in doing banking
transactions. Businesses were now more comfortable in using this kind of system
compared to when it was first introduced. The reason for this was explained in the
Theory of Reasoned Action, wherein the attitude towards performing the behavior
was an individual’s positive or negative belief about performing the specific
behavior. In fact, attitudes were comprised of the beliefs a person accumulates
over his lifetime. These beliefs were created from experiences, outside
information, or from within the self. Only a few of these beliefs, however, actually
influence attitude, and one of them was the attitude towards online banking.
Table 2
Characteristic of Online Banking
Characteristic Weighted Verbal Ranking
Mean Interpretation
Online banking makes it easier for me 3.75 Very Satisfied 1
to conduct my banking transaction
Online banking gives greater control 3.35 Very Satisfied 3.5
over my finances
Online banking allows me to manage 3.50 Very Satisfied 2
my finances more efficiently
Online banking allows me to manage 3.35 Very Satisfied 3.5
my finance effectively.
WEIGHTED MEAN 3.49 Very
Satisfied
Table 2 presents the answer of the respondents to the query number 2
written in the survey questionnaire. It consists of the weighted mean of the
responses of owners and employees of small businesses that answers the
question on level of satisfaction on characteristics of online banking.
The results show that most of the respondents were very satisfied in using
online banking services in their business transactions. This was shown in the top
answer that “online banking makes it easier for me to conduct my banking
transaction” with a weighted mean of 3.75; “online banking allows me to manage
my finances more efficiently” at 3.50; “online banking gives greater control over my
finances” at 3.35 and “online banking allows me to manage my finance effectively”
at 3.35.
This result was supported by Cheng et al. (2006), who concluded that
customers prefer e-banking for its conveniences, speed, round the clock services
and access to the account from any parts of the world. Entrepreneurs’ acceptance
of the system was largely due to the adaptation of new technology and
incorporating it in the system (Hosein, 2009). The critical factors that determine the
adoption of an innovation at the general level were the following: relative
advantage, compatibility, complexity, trial ability and observability (“Innovation
Diffusion Theory”).
Table 3
Quality of Online Banking Services
Characteristic Weighted Verbal Ranking
Mean Interpretation
PROMPTNESS
The bank gives prompt responses to my request by 4.20 Very High 2
email or other means Effectiveness
When the bank promises to do something at a certain 3.95 High Effectiveness 3
time, it does so.
It is quick to complete a transaction through the 4.25 Very High 1
bank’s website. Effectiveness
Weighted Mean: Promptness 4.13 High Effectiveness
EXACTNESS
The bank’s site makes accurate promises about the 4.15 High Effectiveness 3
services being delivered.
Accuracy in the movement of funds in each 4.55 Very High 1
transaction. Effectiveness
No duplication in the payments of funds. 4.20 Very High 2
Effectiveness
Weighted Mean: Exactness 4.30 Very High
Effectiveness
CONFIDENTIALITY
The bank does not misuse my personal information. 4.60 Very High 1.5
Effectiveness
Feel safe in the transacting with the bank. 4.60 Very High 1.5
Effectiveness
ATM Services with a high degree of security and 4.15 High Effectiveness 3
confidentiality contribute to attract new customers.
Weighted Mean: Confidentiality 4.45 Very High
Effectiveness
COMPETITIVENESS
The organization and structure of online content is 4.30 Very High 2
easy to follow. Effectiveness
Online banking service in the payment of financial 4.35 Very High 1
obligations around the clock contributed to increase Effectiveness
customer loyalty.
Competitive edge by using online banking because 4.15 High Effectiveness 3
of the quick response.
Weighted Mean: Competitiveness 4.27 Very High
Effectiveness
Table 3 consists of the weighted mean, verbal interpretation and ranking of
the respondents’ answers on the level of effectiveness of four (4) quality of online
banking services: Promptness, Exactness, Confidentiality and Competitiveness.
Quality for Online Banking Services were divided into four: Promptness,
Exactness, Confidentiality and Competitiveness.
Promptness was noted by the respondents with High Effectiveness
(weighted mean of 4.13). Regarding the specific characteristics, the first was “It is
quick to complete a transaction through the bank’s website” with 4.25 or Very High
Effectiveness; followed by “The bank gives prompt responses to my request by
email or other means” with 4.20 or Very High Effectiveness and finally, they gave
3.95 or High Effectiveness to “When the bank promises to do something at a
certain time, it does so.”
According to Pinnington (2014) many law firms manage their trust and
regular bank accounts on the Internet. Some firms had the ability to initiate various
banking transactions online, including account transfers and wiring funds. In the
absence of E-banking, SMEs in Bangladesh had to visit an average of 15 times to
their lender just for a single loan (Rikta, 2007).
For exactness, the respondents rate it 4.30 (Very High Effectiveness). The
respondents gave the highest rate in “Accuracy in the movement of funds in each
transaction” with 4.55 or Very High Effectiveness. It was followed by “No
duplication in the payments of funds” at 4.20 or Very High Effectiveness. Finally,

they gave 4.15 or High Effectiveness on “The bank’s site does not misuse my
personal information.”
Internet brought about different blessings with regards to online banking.
Online banking reduces cost transactions while faced with problem on operations
mainly regarding human errors. Still there were a growing number of users of e-
banking which was explained in Decomposition Theory of Planned Behavior. It
states that technology was used because of its influence to users’ attitude
regarding the perceived control of it.
Regarding online banking’s confidentiality, the respondents rated it 4.45 or
Very High Effectiveness. The owners of small businesses put more importance in
“The bank does not misuse my personal information” with 4.60 or Very High
Effectiveness and “Feel safe in the transaction with the bank” also with rating of
4.60 or Very High Effectiveness. Finally, they gave 4.15 or High Effectiveness on
“ATM services with a high degree of security and confidentiality contribute to attract
new customers.”
Hemmasi, Graf and Winchell (2009) in their study found out that
confidentiality of client information topped the list for all businesses with the
exception of manufacturing firms. E-banking users especially businesses would
like their information to remain confidential since it contains business information
that was sensitive and could put the business at risks with competitors (Alhosani,
2011).
Lastly, the respondents rated online banking’s competitiveness at 4.27 or
Very High Effectiveness. In terms of specific characteristics of banking
competitiveness, the top answer was “Online banking service in the payment of
financial obligations around the clock contributed to increase customer loyalty” with
4.35 or Very High Effectiveness. Second was “The organization and structure of
online content is easy to follow” with rating of 4.30 or Very High Effectiveness.
Lastly, they gave 4.15 or High Effectiveness on “Competitive edge by using online
banking because of the quick response.”
Online banking has a lot of benefits which add value to customers’
satisfaction in terms of better quality of service offerings (Chavan, 2013). Wendell
and Williams (2004) mentioned that SME businesses were more profitable and
produce higher revenues than SMEs that only use traditional channels.
Chapter 5
SUMMARY, CONCLUSION AND RECOMMENDATION
Summary of Findings
The researchers were able to analyze and interpret the data collected
through performing a survey to the small entrepreneurs in the City of Malolos.
1. Respondents used online services for “account inquiry,” “payment of bills,”
and “fund transfer.”
2. In the characteristic of online banking, the respondents rated “online
banking makes it easier for me to conduct my banking transaction” with the
highest satisfaction and the result shows that they were “Very Satisfied.”
3. There were different kinds of quality of online banking: Promptness,
Confidentiality, Exactness, and Competitiveness. In promptness, the
statement “It is quick to complete a transaction through the bank’s website”
got the highest rank with Very high effectiveness. While regarding online
banking’s confidentiality, the owners of small businesses put more
importance in “The bank does not misuse my personal information” with

Very High Effectiveness. For exactness, the respondents gave the highest
rate in “Accuracy in the movement of funds in each transaction” with Very
High Effectiveness. Lastly, competitiveness the highest rank was “Online
banking service in the payment of financial obligations around the clock
contributed to increase customer loyalty” with Very High Effectiveness.
Conclusion
The researchers made use of 20 respondents in order to collect all needed
information that the study requires. Based on the data gathered through the
questionnaires, the researchers came up with the following conclusions:
1. The study showed that most of the respondents used account inquiry in
availing online services. Account inquiry was the simplest and most
common online banking that the respondents practiced because they can
do it at the comfort of their home or in an ATM. Also, they find it easy and
efficient.
2. Based on the data gathered through the questionnaire, the researchers
conclude that the respondents were very satisfied in the characteristic of
online banking. It was easier for them to conduct their banking transaction
of as the highest satisfaction. Compared to traditional banking, online
banking was much easier and consumes way less time and money.
3. As to the result of the survey, it showed that the effectiveness of each
qualities rate as very high according to the respondents. Moreover,

regarding with the Promptness, Confidentiality, Exactness, and
Competitiveness rate as “very high effectiveness”. Therefore, the small
entrepreneurs were satisfied with the online banking transaction. According
to the result of the survey each aspect such as the characteristics and
quality of online banking, the respondent rate it very satisfied so the
researchers conclude that using online banking was really effective
especially for small businesses.
Recommendation
The result below can help the researchers to particularize online banking
transactions to improve the service quality and achieve customer’s high
satisfaction.
1. The bank should focus more on each online banking services that small
entrepreneurs were not too keen to use. They should have a teller or
personnel to assists those who were technically new in online banking.
2. The bank should promote the advantages of internet banking over
traditional banking such as convenience, cost saving, and quick response
to the customer.
3. Businesses should consider using online banking as it's the safest, the most
effective and the most efficient way of looking after their finances. Online
banking gives you the facility to keep track of all your spending and income
and it allows you to check your bank as often as you like giving you a peace
of mind.
4. The bank should improve tools, better awareness, and more effective
processes that attract other small businesses.
5. Bank should expand services to cover all customers’ needs and should be
adapted to be more compatible to the customers’ lifestyle.

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APPENDIX 1
COMMUNICATION LETTER
APPENDIX 2
APPENDIX 3
DATA MATRIX
Part I. Online Services
Legend:
a = Payment of Bills
b = Account Inquiry
c = Fund Transfer
d = Reloading
e = Process Payroll
f = Payment to Supplier
g = ATM Checking
1 = Availed Services
# a b c d e f g
1 1 1 1
2 1 1 1 1 1 1
3 1 1
4 1 1
5 1 1
6 1 1 1 1
7 1 1 1 1 1
8 1 1 1 1
9 1
10 1 1
11 1 1 1 1 1
12 1 1 1 1
13 1
14 1 1
15 1 1 1 1 1
16 1 1 1 1 1
17 1 1
18 1
19 1 1 1 1 1
20 1 1 1 1
Part II. Characteristic of Online Banking
Legend:
a = Online banking makes it easier for me to conduct my banking transaction.
b = Online banking gives greater control over my finances.
c = Online banking allows me to manage my finances more efficiently.
d = Online banking allows me to manage my finance effectively.
4 = Very Satisfied
3 = Satisfied
2 = Quite Satisfied
1 = Not Satisfied
# a b c d
1 3 3 3 3
2 4 4 4 4
3 4 3 4 4
4 4 4 4 4
5 3 3 2 2
6 4 1 4 4
7 3 3 4 3
8 4 3 3 3
9 4 3 3 3
10 3 3 4 4
11 3 4 3 3
12 4 4 3 3
13 4 3 4 3
14 4 4 3 3
15 4 3 4 3
16 4 4 3 4
17 4 4 4 4
18 4 3 3 3
19 4 4 4 4
20 4 4 4 3
Part III. Perceive Quality of Online Banking Services
Legend:
A = Promptness
a = The bank gives prompt response to my request by email or other means
b = When the bank promises to do something at a certain time, it does so.
c = It is quick to complete a transaction through the bank’s website.
B = Exactness
a = The bank’s site makes accurate promises about the services being
delivered.
b = Accuracy in the movement of funds in each transaction.
c = No duplication in the payments of funds.
C = Confidentiality
a = The bank does not misuse my personal information.
b = Feel safe in the transacting with the bank.
c = ATM services with a high degree of security and confidentiality
contribute to attract new customers.
D = Competitiveness
a = The organization and structure of online content is easy to follow.
b = Online banking service in the payment of financial obligations around
the clock contributed to increase customer loyalty.

c = Competitive edge by using online banking because of the quick
response.
5 = Very High Effectiveness
4 = High Effectiveness
3 = Moderate Effectiveness
2 = Low Effectiveness
1 = Very Low Effectiveness
A B C D
# a b c a b c a b c a b c
1 4 4 4 4 4 4 5 5 3 4 4 4
2 4 4 5 5 5 5 5 5 5 5 5 5
3 4 3 3 4 4 3 4 4 4 4 4 4
4 5 5 5 5 5 5 5 5 5 5 5 5
5 3 3 3 3 4 4 4 4 3 3 4 3
6 5 5 5 5 5 5 5 5 5 5 5 3
7 4 5 5 4 5 5 4 4 3 3 3 3
8 3 4 3 3 4 4 5 3 3 3 3 3
9 4 4 4 4 3 3 5 5 4 4 4 4
10 3 3 4 4 4 3 5 5 5 5 5 4
11 5 3 5 3 5 4 4 5 3 4 5 4
12 4 4 4 4 5 4 4 5 5 4 4 4
13 5 5 3 4 5 5 5 4 4 4 4 5
14 3 3 4 4 4 3 4 4 4 4 3 3
15 5 5 4 5 5 4 5 5 5 4 5 5
16 5 4 5 5 5 5 4 5 4 5 5 5
17 4 4 5 4 5 5 5 5 5 5 5 5
18 5 3 4 4 4 4 5 4 4 5 4 5
19 5 4 5 5 5 5 4 5 5 5 5 5
20 4 4 5 4 5 4 5 5 4 5 5 4
APPENDIX 4
CERTIFICATION
To whom it may concern,
This is to certify that the thesis entitled “EFFECTIVENESS OF ONLINE
BANKING TO THE SMALL ENTREPRENEURS IN MALOLOS CITY, BULACAN”
was edited and checked.
This certification is being issued upon the request of the researchers namely
Camille Joy DS. Sebastian, Desserie Jane F. Sunguad, Jenny Anne M. Eugenio,
Racine D. Tapispisan, Wil Anne A. Hizon and RB D. Salvador.
_______________________
MS. LOURDES CASTILLO

JENNY ANNE M. EUGENIO

#61 Maguinao, San Rafael, Bulacan
Mobile Number: 09159388158
Email: eugeniojennyanne@yahoo.com
Objectives: To obtain a job position in a respected company where I can be able

to apply my gained knowledge and skills.
PERSONAL BACKGROUND:
Date of Birth : June 9, 1994

Place of Birth : Bustos, Bulacan
Age : 20 Years old
Gender : Female
Civil Status : Single
Religion : Roman Catholic
Citizenship : Filipino
Language/ Dialect spoken : English, Filipino Dialect (Tagalog)
ACADEMIC RECORDS:
Tertiary: Bulacan State University

Bachelor of Science in Business Administration
major in Management
Brgy.Guinhawa McArthur Highway Malolos
City, Bulacan
2011 – Present
Secondary: Carlos F. Gonzales High School
Maguinao, San Rafael, Bulacan
2007 – 2011
____________________
Jenny Anne M. Eugenio
WIL ANNE A. HIZON

B23 L18 Dolmar Golden Hills Subdivision,
Halang, San Vicente, Sta. Maria, Bulacan
Email: wilanneh@yahoo.com
Objectives: To work for a company that will enhance the skills I already have as
well as provide the opportunity for personal and professional growth and
advancement opportunities.
Date of Birth : May 14, 1995

Place of Birth : Navotas City, Metro Manila
Age : 19 Years old
Gender : Female
Height : 5’1”
Weight : 99 lbs.
ACADEMIC RECORDS:

major in Management
Brgy. Guinhawa McArthur Highway Malolos
City, Bulacan
2011 – Present
________________
Wil Anne A. Hizon
RB D. SALVADOR
Santol, Balagtas, Bulacan
Mobile Number: 09351254239/09428162902
Email: rb_salvador29@yahoo.com
Objectives: To be part of a company, making all my skill applicable to the desired

position as well as to gain experience and enhance my knowledge and
communication skills.
Date of Birth : December 29, 1994

Place of Birth : Bunsuran 2nd, Pandi, Bulacan
Age : 19 Years old
Gender : Female
Height : 5’ 5”
Weight : 110 lbs.
ACADEMIC RECORDS:

major in Management
City, Bulacan
2011 – Present
_____________
RB D. Salvador
CAMILLE JOY DELA SIERRA SEBASTIAN

#11 Purok 1 San Nicolas Hagonoy, Bulacan Philippines
Email: sebs_camille07@yahoo.com
Objectives: To work for a company that will enhance the skills I already have as
well as provide the opportunity for personal and professional growth and
advancement opportunities.
Date of Birth : November 7, 1994

Place of Birth : San Roque Hospital, Malolos City, Bulacan
Age : 19 Years old
Gender : Female
Height : 5’ 5”
Weight : 100 lbs.
ACADEMIC RECORDS:

major in Management
City, Bulacan
2011 – Present
_______________________
Camille Joy DS. Sebastian
DESSERIE JANE F. SUNGUAD

232 Pinagbakahan, City of Malolos, Bulacan
Email: dej_092@yahoo.com
Objectives: To gain a solid foundation in a private corporate environment where

my experience in analysis would highly contribute to the company’s industry
project’s success. To provide interpersonal skills in facilitating individual and group
peak performance.
Date of Birth : February 12, 1992

Age : 22 Years old
Gender : Female
ACADEMIC RECORDS:

major in Management
City, Bulacan
2012 – Present
Bachelor of Science in Computer Engineering
2nd year undergraduate
2008 – 2010
_______________________
Desserie Jane F. Sunguad
RACINE D. TAPISPISAN
630 Violeta St., Saluysoy, Meycauayan, Bulacan
Email: racinetapispisan@yahoo.com
Objectives: To work in an industry that offers great career opportunities and

harnesses my potential to further develop my talent and skills that would highly
contribute to the success of the company.
Date of Birth : April 24, 1993

Place of Birth : Meycauayan City, Bulacan
Age : 21 Years old
Gender : Female
Height : 5’ 3”
Weight : 100 lbs.
ACADEMIC RECORDS:

major in Management
Brgy.Guinhawa McArthur Highway Malolos
City, Bulacan
2011 – Present
___________________
Racine D. Tapispisan

Effectiveness of Online Banking To The Small Entrepreneurs in Malolos City, Bulacan

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BULACAN STATE UNIVERSITY 1

COLLEGE OF BUSINESS ADMINISTRATION

THE PROBLEM AND ITS BACKGROUND

Today’s world may be described as one with increasing online access to

This thesis is a discussion of how effective online banking is to small entrepreneurs

in Malolos City, Bulacan.

The advancement of online banking or commonly known as e-banking,

perform banking transactions without visiting a physical institution. In the

Philippines, online banking made an auspicious debut when automated teller

In the face of the conveniences offered by online banking, several major

that maybe encountered in e-banking. In this paper, the researchers covered

issues on exactness, competitiveness, promptness and confidentiality of e-

banking as well as its effect on small entrepreneurs in Malolos City.

customers and discussed the requirements needed before e-banking services

here, refers to any banking activity that is accessed by electronic means. It

been more important to our society than it is today. The advances in

Online Banking has opened up a number of services both to the general

environment that supports growth, productivity and prosperity. Furthermore, E-

conformity with customer needs. As e-banking provides an opportunity to the

Internet banking identifies a particular set of technological solutions for the

architecture of the Internet. With the implementation of an Internet banking

by offering additional customized services.

The researchers were concerned about the issues of online banking

recommended different solutions about the issues discussed regarding Online

Statement of the problem

The study of the effectiveness of online banking to small entrepreneurs in

banking to small entrepreneurs in Malolos City?

Specifically, the study attempted to answer the following questions:

1. What are the online services availed of by small entrepreneurs?

2. What is the satisfaction level of the small entrepreneurs in Malolos City in

terms of a set of characteristics of online banking?

terms of Exactness, Competitiveness, Promptness, and Confidentiality?

Significance of the study

This study aimed to contribute information about online banking. The

entrepreneurs in terms of the service offered. This focused on exactness,

competitiveness, promptness, accuracy, and confidentiality.

To Customers or Small Entrepreneurs. They were becoming more

sophisticated, and banks needed to respond to this growing use of technology to

keep up with the entrepreneurs’ requirements. A research base on electronic

some of the problems encountered by the small entrepreneurs, or if online banking

contributes to the solution of some of their problems.

To Banks. In the study, banks operationalized their Internet banking as a bundled

centralized service rather than a distributed service. The researchers examined

as the factors to the effectiveness of online banking adoption.

To Government agencies. They had started to recognize the value of e-banking

on an electronic corporate registration process linked to a local bank electronic

To Future researchers. This work of knowledge can be used as reference of

replication in another location, or simply a relevant study to researcher aligned with

Scope and Delimitation of the study

The focus of this study was mainly based on determining on the

effectiveness of online banking services to small entrepreneurs in terms of

exactness, competitiveness, promptness, accuracy, and confidentiality. In this

banking services include payments of bills, account inquiry, fund transfer,

was conducted from June to September 2014.

The researchers conducted the survey among selected small entrepreneurs

in Malolos City that used online banking, particularly in highly commercialized

location in McArthur Highway, Cabanas, Robinsons and Malolos Poblacion.

The Innovation Diffusion Theory (IDT) explains individuals’ intention to

adopt a technology as a modality to perform a traditional activity. The states that

observability (Rogers, 1995). Several researchers tested the theory on e-banking

adoption that resulted in nominalized factors of complexity, triability and

The Innovation Diffusion Theory has a bearing in the present study to