ABSTRACT

Mobile banking is now a widely used platform with the advancements brought by technology.
This study was conducted to determine the mobile banking experiences of client/s of selected
financial institutions in Ilocos Norte in terms of Enrollment, use of platforms, and satisfaction;
and proposed an action and development program to improve further the mobile banking
services. The case study approach was conducted in Laoag, Ilocos Norte, with 18 mobile
banking respondents. The respondents were interviewed according to their set schedule through
online social media applications as face-to-face interactions are not limited. The findings of the
study have revealed that the mobile banking experiences of the clients are near satisfaction as it
is efficient and carries the different banking transactions they need; reluctance was prevalent
during the initial course of the use of mobile banking, but it was later on replaced with the feel of
security. However, they still experience difficulties with the unannounced maintenance and
inconvenient time of banks shutting down the system. Thus, the results showed that amidst the
imperfection present within mobile banking, it would remain widely accepted and used for
convenience. The results provide a rationale for financial institutions or program developers to
make improvement plans for various banking environments. With the influences of globalization
and progressive technology, robust and diverse information continues to influence daily life.
Therefore, it is critical to promote lifelong advantages for the renewal and advancement of
personal experience to benefit the individual and society. The development of mobile banking
must incorporate customers' technology literacy and online transaction attitudes. If customers are
satisfied with online transactions, they may be more motivated to use mobile banking. In
addition, constructing a flexible banking environment can address customers' concerns regarding
online transactions, such as the reluctance to the bank in isolation from the physical world.

Keywords: Financial Banks, Mobile Application, Mobile banking, and Behavior,

ACKNOWLEDGEMENT

First and foremost, praise and thanks to God, thank almighty Father for his power and blessings
throughout the research study, and to express my sincerest gratitude to my adviser Dr. Candido
Perez, Ph.D., CPA, for the continuous support, immense knowledge, and extraordinary
proficiency for having my back throughout the study. Also, I would like to acknowledge Dr.
Marilou Saong, Dr. Isagani Paddit, Dr. Donnavila Marie Panday, and the SBAA dean Dr. Karen
Leon for the critical insight, deep understanding, and indispensable to the completion of this
study. Their keen guidance, support, and perceived ideas delivered with energy drove this study.

Also, profound thanks to the research participants who I had the chance to learn and catch up,
from a profound conversation we shared. Thanks to the Graduate School Office for the UB
research and development center for the vital assistance.

And to the family for the unending support during the research study period.

AACA