Impact of Mobile Transaction Services and Students Satisfaction

of Southway College of Technology

A Thesis Presented to the Faculty of Accounting,

Business and Management Department

Southway College of Technology,

San Francisco, Agusan del Sur

In Partial Fulfillment of the

Requirements for the Degree Bachelor of

Science in Accounting Information

System

Aguilor, Carl Jennifer

Apao, Cindy Mae

Osigan, Phobie Jane

Plaza, Aljohn

DECEMBER 2022
 SOUTHWAY COLLEGE OF TECHNOLOGY
(SOCOTECH)
San Francisco, Agusan del Sur, Philippines
Telefax: (085) 839-4476/1170
www.socotech.edu.ph

APPROVAL SHEET

This thesis entitled, “IMPACT OF MOBILE TRANSACTION SERVICES AND

STUDENTS SATISFACTION OF SOUTHWAY COLLEGE OF TECHNOLOGY
“.Was prepared and submitted by Carl Jennifer C. Aguilor, Cindy Mae R. Apao, Phobie Jane
Osigan, and Al John Plaza in partial fulfillment of the requirements for the degree of
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION has been examined and
approved for oral examination.

JOLIE MAR C. MANCERA, LPT

Adviser

PANEL OF EXAMINERS
Approved by the committee on Oral Examination
GLADYS M. AMPARADO, DBA
Chairperson

IRENE EMPOC
Examiner

Accepted and approved in partial fulfilment for the Degree of Bachelor of

Science in Business Administration.

GLADYS M. AMPARADO, DBA

Dean, Business, Accounting and Management

II
 ACKNOWLEDGEMENT

This study would not have been possible without the direction and support of

various people who gave and extended their significant effort and aid in the

preparation and completion of this study.

First and foremost, we would like to express our gratitude to Jolie Mar Mancera,

LPT., our advisor, for his honesty, constant support, patience, and unmatched expertise

that aided in the development of this study.

To our beloved research instructor and panel of examiners chair, Gladys M.

Amparado, DBA. Similar thanks go out to Mrs. Irene Empoc, a panelist who offered

us a ton of thinking, inspiration, zeal, and broad expertise to make our research more

relevant and educational.

To the statistician for sharing her expertise with us, offering an explanation, and

guaranteeing the validity of our study.

We would want to sincerely thank our devoted parents and family, who have

helped us in all of our endeavors and motivated us to complete our study and pursue

our objectives.

Above all, we are grateful to God—our Father, the Most High and All-Powerful

—for granting us the opportunity to travel this path in life.

 DEDICATION

The researchers would like to dedicate this work to their mentor Gladys M.

Amparado, DBA, who provided us with the information and motivation to finish it.

A special thanks to our parents and family, who serve as our inspiration, their

guidance, encouragement, and an inexhaustible support system, especially in terms of

material, spiritual, and moral assistance.

We are grateful to Southway College of Technoly students as our respondents for

their insights, which contributed to ensure the study's validity.

Above all, we thank our Almighty God, the source of life, for giving us the

guidance, security, knowledge, and courage required to effectively accomplish this

research despite difficulties in our personal lives.

4
 ABSTRACT

Impact of Mobile Transaction Services and Students' Satisfaction at Southway

College of Technology. It used the descriptive-correlation research design with a

research-made questionnaire as the instrument to collect, analyze, and interpret data in

order to determine the relationship between mobile transaction services and students'

satisfaction with Southway College of Technology, which we conducted a study.

One hundred (100) participants who are all current students at Southway College

of Technology, which is located in San Francisco, Agusan del Sur, participated in the

study, which has over 4,023 enrolled students across all programs.

The findings showed a significant relationship between mobile transaction

services and student happiness. Based on the findings, the conclusion suggests that

mobile transaction services and student happiness will benefit because students

commonly utilize online payment to pay their bills. This indicates that Southway

College of Technology students' perceptions of how mobile transaction services are

influenced by students' satisfaction are accurate.

5
Contents
APPROVAL SHEET.............................................................................................II
ACKNOWLEDGEMENT......................................................................................3
DEDICATION......................................................................................................4
ABSTRACT..........................................................................................................5
Chapter 1..............................................................................................................9
THE PROBLEM AND ITS BACKGROUND..........................................................9
Background of the Study........................................................................................9
Review of Related Literature and Studies..............................................................11
Mobile Service....................................................................................................11
Students’ satisfaction...........................................................................................14
System Quality....................................................................................................15
Information Quality.............................................................................................15
Service Quality....................................................................................................16
Theoretical Framework........................................................................................17
Conceptual Framework........................................................................................19
Statement of the Problem.....................................................................................22
Hypothesis..........................................................................................................22
Significance of the Study......................................................................................23
Scope and Limitation of the Study........................................................................23
Operational Definition of Terms...........................................................................24
Chapter 2............................................................................................................26
Methodology.......................................................................................................26
Research Design..................................................................................................26
Research Environment, Population and Sample......................................................26
Number of respondents in each Course..................................................................27
Sampling Techniques...........................................................................................29
Research Instrument.............................................................................................29
Data Gathering Procedure.....................................................................................30
Statistical Treatment............................................................................................31
CHAPTER 3.......................................................................................................32
ANALYSIS AND RESULTS...............................................................................32
Table 10..............................................................................................................45
CHAPTER 4.......................................................................................................47
SUMMARY, CONCLUSION, AND RECOMMENDATION.................................47
Summary............................................................................................................47

6
Findings..............................................................................................................48
Conclusions.........................................................................................................48
Recommendation.................................................................................................49
BIBLIOGRAPHY...............................................................................................50
SURVEY QUESTIONNAIRE..............................................................................55
CURRICULUM VITAE......................................................................................59

7
 Chapter 1

THE PROBLEM AND ITS BACKGROUND

Background of the Study

Mobile Transaction Services have changed dramatically over time as payment

methods have gone from precious metals through cash and checks, and more recently,

to electronic payments. Faster payouts, better tracking transparency transactions,

reduced time, and cost savings are all possible with an effective and trustworthy e-

payment system.

In India, almost 94 percent of the Indian population is using mobile phones for

their professional and personal work (Angadi & Katti, 2020). According to Varghese

(2012), young Indians are more drawn to new mobile technologies such as mobile

wallets and other similar services since they like using them and prefer them for all

their financial needs. However, according to Statista Research Department (2020), the

mobile internet user penetration rate has been growing in Saudi Arabia and is expected

to reach about 97% by 2025. Moreover, Mobile-wallet services in Saudi Arabia are

being implemented with the goal of improving financial services and lowering

expenses (Aloud & Alswaigh, 2021).

In the Philippines, two universities – the Lyceum University of the Philippines

and De La Salle University – have already implemented digital payment methods using

smart cards. Apparently, no success stories have been recorded to rationalize its

utilization, Cendana & Palaoag, (2019). After a thorough consultation, it was

determined that the deployment had not completed a basic study to evaluate whether

students and educational institutions favor smart card technology uptake and

8
acceptance. However, due to a lack of success in implementation, this research is

required to ensure that it can be used in a classroom context.

In the Philippines, most e-payment services do not require a bank account and

are widely accessible via mobile phones. Filipinos can use digital payment platforms

faster due to systems like GCash and PayMaya, (De Leon 2021). In 2018, more

Filipinos used e-wallets or e-payment systems than credit cards, according to BSP data.

Filipinos can use platforms like GCash and PayMaya to conduct digital financial

transactions without using real currency or credit cards (Zoleta, 2021). The fact that the

number of people using the internet has increased dramatically is no longer news.

Similarly, the quantity of online financial transactions has significantly increased in

recent years.

Customer satisfaction is one of the most essential influencing variables for any

product or service, as it serves as a guide for marketers and business owners in

managing and improving their businesses. The importance of customer satisfaction is

vital to develop a clear understanding of what exactly the customer wants for it is a

metric that assesses how effectively a company's products or services meet the needs of

its customers. It's one of the foremost crucial measures of client loyalty and buying

intent.

This study proposes to investigate the satisfaction of the users towards e-

payment systems. The researchers would like to identify what factors are important for

customers to adopt such a system so that the institution’s payment services can provide

better systems to users and encourage them to use and create a habit of digital

transactions. Most of the research conducted regarding the e-Payment System were

focused on the analysis of adoption and satisfaction. Also, many scholars have studied

9
electronic payments and customer satisfaction during a wide selection, but they have

paid little attention to its impact on customer satisfaction in single coverage in the

sectarian school’s sector. Therefore, this study attempts to address this problem by

investigating the presence of an e-payment system, specifically mobile payment,

towards the students of Southway College of Technology. Thus, the mobile payment

system came to replace the cash payment system. Through this, the researcher aims to

measure the impact of mobile transaction services and student satisfactions of

Southway College of Technology.

Review of Related Literature and Studies

This chapter includes the related literature and studies that are relevant and like

the present study.

Mobile Service

Mobile phones are moving into era where data and video usages will be as

important as voice usages. In other words, it is slightly moving from mere

communication-oriented services such as voice calls to more complex content-oriented

services (Vesa, 2005). Nowadays, Mobile Phones are not used for voice services only,

but also for data services such as: texts messaging, gaming, download music, payment

services, etc. (Phan & Daim, 2011). Mobile services present tremendous opportunities

to provide value added services to customers and businesses (Siau & Shen, 2003).

Wireless and mobile networking have presented an entirely new way for companies

to better serve their customers. Mobile services will enable users to make purchases,

request services, access news and information, and pay bills, using mobile

communication devices such as PDAs, laptops, and cellular phones (Siau & Shen,

10
2003). Mobile commerce can increase customer satisfaction by pushing information to

mobile users, and putting them in a better-informed position (Siau & Shen, 2003).

Mobile service providers provide various facilities to attract customers along with

2G,3G,4G,5G technology. Mobile service allows users to download apps from online

businesses to their smartphones and use them to pay for goods both online and offline.

Mobile telecommunication is a communication network that doesn't depend on any

physical connection between two communication entities and has the flexibility to be

mobile during communication, (Meerja, 2020).

In the study conducted by Siau & Shen (2003) found out that “mobile services have

the potential to significantly and positively impact the way we do our business. Though

there remain a number of technical, regulatory, and social challenges to overcome,

mobile communications and mobile devices will continue to develop and incorporate

additional functionality in the coming years. Undoubtedly, mobile services will

blossom with the advancement in mobile communication technologies”.

Furthermore, according to Wang&Chen (2016) the exceptional

development of mobile devices, the major form of mobile services is mobile apps in

the current mobile commerce market. Advancements in technology supporting mobile

transactions made them more convenient and transparent, which is helping to develop

trust among customers who are becoming habitual of employing this mode of payment

(Khan et al., 2017). ‘The diffusion of technology-based payment solutions hinges on

addressing the needs, perceived or real, of consumers whose adoption will determine

whether any specific mobile payment system becomes a standard’ (Amoroso &

Magnierwatanabe, 2012).

11
Mobile Wallet

Businesses may also benefit in a number of ways from the mobile wallet. If the

mobile wallet is used in place of cash, it gives financial institutions another method for

customers to pay for items, thereby creating a new revenue stream. The mobile wallet

delivers useful information created by customers utilizing it for payments to online

firms like Google. The integration of data from online and offline purchases could

result in much better targeted personalized marketing campaigns, thus increasing their

effectiveness and impact, while at the same time providing more value to their

customers (Grewal, Roggeveen, and Nordfält 2017; Savitz 2013). Similar to how the

introduction of debit and credit cards in the 1950s and 1960s changed the landscape of

retail payments, mobile wallets have the potential to do the same. Customer

satisfaction is projected to rise as a result of quicker in-store payments, convenient

electronic receipt storage, shorter wait times, and an increase in offline purchasing.

Furthermore, targeted and just-in-time marketing through the mobile wallet may lead

to reduced costs and a greater value for the products and services purchased.

Online Payment

Online payments are a type of electronic transfers between banks that are made

using a third-party payment interface. Online payment systems are more practical,

quick, effective, and cost-effective than traditional payment methods. Users can

quickly finish the entire payment procedure on their own PC or mobile device with

Internet access (Baike 2017). The online payment system provides a convenient

payment platform for conducting business with clients. It not only allows the buyer to

make a speedy payment after shopping online, but it also eliminates the risk of money

12
transfer. Banks can extend their company and commit resources to development and

upkeep by accepting online payments (Baike 2017).

Students’ satisfaction

Customer satisfaction is the key to creating a long-term relationship with your

customers, especially the students who are mostly using these services. Students’

Satisfaction is a crucial factor in getting people to recommend your brand (Critz,

2020). According to Parihar (2018), satisfied customers are more loyal, buy more and

add significantly to the company's revenue. This satisfaction is, therefore, a very

important domain in the marketing and self-assessment of a company. Gauging it tells

the concerned company how well its product or service fared in the consumer market.

This satisfaction level is a function of the difference between perceived

performance and expectations. If the product’s performance, exceed expectation the

customer is highly satisfied or delighted. If the performance matches up the

expectations the student is satisfied. If the product’s performance falls short of

expectations the customer is displeased.

Nowadays, there is a tight competition in higher education not only for the

local market but also the international one. To reach a big market share, student

satisfaction needs to be maximized and one of the strategies is providing high-quality

service (Chandra 2018). According to (Sultan & Yin, 2012), studies on education

service qualities are considered new in the commercial sector. Hence, it becomes a

national priority.

Students as consumers prefer higher education that provides better service

quality and student satisfaction which either directly or indirectly affects student

13
loyalty (Annamdevula & Bellamkonda, 2016). Understanding student satisfaction was

highly related to service quality. Satisfaction is a customer response to the service

provided (Chandra 2018).

System Quality

System quality represents the quality of information processing itself, which is

characterized by employment of state-of-the-art technology, a system offering key

functions and features and software that is user friendly, easy to learn, and easily

maintainable (Gorla 2010).

Rai et al. equate system quality with operational measures of ease of use.

Although these constructs clearly are related, they are not the same. A system that is

perceived to be easy to use may also be perceived to be high quality; therefore, ease of

use may be a consequence of system quality. Similarly, systems bundled with a high

level of IT service may be viewed to be of higher quality, making service quality a

covariate to the quality of the system (Nelson 2016).

Due to the service offered and the money paid, customers may experience

both satisfaction and discontent. The value of the system quality will also determine

the satisfaction of its customers, and they are dissatisfied when the value of the quality

provided by the system falls short of the value of the price paid, (Kitapci & Taylan,

2011).

Information Quality

The value of Information system can be realized by improving profit margins

for the firm, providing easy-to-use and useful applications, and designing easily

maintainable software. Information system quality as conformance denotes designing

14
systems that conform to the end users’ information requirements and adhere to industry

standards. Meeting customer expectations of Information system quality is

accomplished by offering appealing, user-friendly interfaces, entertaining user requests

for changes, and satisfying the stakeholders of the Information system (Gorla 2010).

Information quality, a concept that is related to the quality of information

system outputs, can be described in terms of outputs that are useful for business users,

relevant for decision making, and easy-to-understand (representing IS quality as value)

as well as outputs that meet users’ information specifications (Gorla 2010).

According to Fatonah S. (2018), the e-payment system provides the ease of

transaction processing in e-commerce between consumers and sellers and quality

information. This information quality can lead to widespread electronic payment

systems in the world that will ease the burden of the people. The development and

adoption of technology in the e-payment system involve financial transactions,

assimilated users and quality e-payment technology tend to shape their own

perceptions and expectations. Electronic payment systems are good quality when it

comes to information since it is already generated and easy to use commonly used such

as transactions via ATM machines, use of credit or debit cards, online banking, and

mobile banking.

Service Quality

Service quality is defined as the level of service delivered by IS service

providers to business users (as compared to their expectations) in terms of reliability,

responsiveness, assurance, and empathy (Gorla 2010).

Service quality is the customer’s perception of the general service performance

of a company in a long-term setting (Hoffman & Bateson, 2001). Even though it is

15
clear what service quality entails, an issue is how to properly measure if a particular

service is of high quality, due to it being based on perceptions and perceptions being

very subjective to the individual.

Service quality is a changing aspect of service management within businesses.

Consumers are changing and so are their expectations regarding their purchasing

experiences (Brophy, Blackler & Popovic, 2015). To continuously be successful,

companies need to adapt accordingly to the current markets (Azadegan, Teich & Mora-

Monge, 2010). Studies have been conducted to answer the question whether

demographic factors, for example age, could be a contributing factor to the changing

phenomenon (Deshwal, 2016). Parment (2013) argues that there is a clear difference

between various generations’ values, preferences, and attitudes, which in turn, directly

influence their general purchase patterns. These shared values and attitudes are often

an effect of impactful societal events, 3 and tend to stay relatively stable throughout the

lives of those generations (Parment, 2013). Furthermore, the researchers studied the

study's factors and were able to identify and educate students about the influence of the

e-Payment System on customer satisfaction at Southway College of Technology.

Theoretical Framework

Diffusion of Innovation (DOI) Theory was developed by E.M. Rogers in 1962.

It originated in communication to explain how, over time, an idea or product gains

momentum and diffuses (or spreads) through a specific population or social system.

The end result of this diffusion is that people, as part of a social system, adopt a new

idea, behavior, or product. Adoption means that a person does something differently

than what they had previously (i.e., purchase or use a new product, acquire and

perform a new behavior, etc.). The key to adoption is that the person must perceive the

16
idea, behavior, or product as new or innovative. It is through this that diffusion is

possible (LaMorte, 2019). The use of DT is to help comprehend the diversity

associated with users' decisions that come with the adoption of technology.

Based on the anchored studies mentioned, the following framework is

developed:

Figure 1. Theoretical Framework

This framework will be used in assessing the impact of mobile transaction services and

student’s satisfaction. It will also be used in evaluating the relationship of both

variables.

Customer perception and satisfaction surrounding a service encounter play a

vital role for getting the success of any new technology, therefore mobile payments

services get adopted only when customers have positive perception and usage

satisfaction towards mobile payments services (Oliver 1994; Sun et al. 2009).

Literature indicates that adoption of online transaction is highly governed by customer

satisfaction and their choices of method of transaction (Dahlberg et al. 2008). However

customer or user satisfaction typically emerges over multiple service encounters

whereas usage satisfaction is generated at the context of service encounter (Wixom and

Todd 2005). Such a measure for customer satisfaction would be typically captured as

17
the sum or average of different usage satisfaction out of numerous service encounters.

Typically, most of the past literature measures overall customer satisfaction since

measuring usage satisfaction is difficult due to access to the customer at the moment of

service consumption. However firms typically ask users to rate their service encounters

after a service is consumed as it helps in service improvements and can create positive

or negative user generated content which is a better measure for usage satisfaction.

However getting access to individual such ratings after service consumption may be

challenging unless we use the user generated content surrounding this service

encounter. Recent reviews of literature also highlight that measuring customer

experience at the point of service encounters becomes difficult during digital service

usage by customers (Becker and Jaakkola 2020). However this user generated content

or electronic word of mouth may affect future use of the service (Ismagilova et al.

2019). In this study, a customer’s usage satisfaction from the mobile payment service

encounter has been captured through a proxy of the sentiment of a topic which is

identified through text summarization in user-generated content. The topic represents

the usage context and associated words relevant to the context which multiple

customers may have shared while sharing their experience regarding a service

encounter. Usage satisfaction is the dependent variable in our study which is captured

using sentiment mining methods derived from social media analytics by analysing the

polarity of the topic.

Conceptual Framework

This study focuses on the influence of electronic payments on student

satisfaction at Southway College of Technology. It intends to evaluate the independent

variable, which has three dimension used in the study: mobile services, online payment

18
and mobile wallet, as well as the dependent variable, which has three indicators:

system quality, information quality and service quality.

This study correlates the relationship between mobile transaction services and

student satisfaction upon using online paying application to process their occurring

bills. The researcher would like to understand how the following dimensions and

indicators affect the study.

This study will measure the student’s satisfaction in using mobile transaction

services in paying their bills online. This study examines their relationship.

19
Mobile Transaction Services Student’s Satisfaction

Mobile Services System Quality

Mobile Wallet Information Quality

Online Payment Service Quality

INDEPENDENT VARIABLE DEPENDENT VARIABLE

Figure 2. Research Paradigm

20
Statement of the Problem

This study aims to determine the impact of the Electronic Payment System,

specifically the mobile payment services, on students' satisfaction at Southway College

of Technology.

Specifically, it attempts to answer the following:

1. What is the extent of the mobile transaction services of Southway College of

Technology in terms of:

1.1 mobile services;

1.2 mobile wallet; and

1.3 online payment?

2. What is the level of Students’ satisfaction in terms of:

2.1 system quality;

2.2 information quality; and,

2.3 service quality?

3. Is there a significant relationship between the mobile transaction services and the

level of student’s satisfaction of Southway College of technology?

Hypothesis

This study aims to determine the impact of the Electronic Payment System,

specifically mobile transaction services, on students' satisfaction. To the study, the

following hypothesis was formulated:

H01: There is no significant relationship between the impact on mobile transaction

services and student’s satisfaction of Southway College of Technology.

21
Significance of the Study

The study focused on the impact of the Electronic Payment System, specifically

the mobile payment services, on student satisfaction at Southway College of

Technology. The results of this study will be beneficial to the

following:

Banking Institution and Money Remittance Center. The result of the study

may get an idea and strategy on how to improve their electronic payment system to

better satisfy students’ satisfaction.

Southway College of Technology Management. The result of the study may

provide an assessment whether it is effective or not to implement an electronic

payment system to improve student’s satisfaction.

Students. The students of Southway College of Technology will have an

awareness of the significance of electronic payment and its role in the improvement of

the payment method of the said educational institution.

Future Researchers. The findings of the study will be used as a reference and

guidance for future researchers who want to undertake a similar study, or any other

study connected to electronic payment on student satisfaction.

Scope and Limitation of the Study

This study will be conducted at Southway College of Technology, San

Francisco, Agusan del Sur. The data will be collected from 100 students that will

represent the overall population. Fifty (50) students for the pretest and another fifty

(50) for the post-test. This study will primarily focus on determining the impact of the

Electronic Payment System, specifically the mobile payment services, on students'

satisfaction of Southway College of Technology. The researchers aim to describe the

22
relationship between the electronic payment system and the level of students’

satisfaction. This study will be conducted at Southway College of Technology using a

convenience sampling technique wherein only those who are present during the

conduct of the study will be taken into consideration.

Operational Definition of Terms

The following terms are defined operationally to fully understand their use in

the study.

Customer Interface: This refers to the services, system, or mechanisms that a

business system uses to interface with the customers of a business system.

Information Quality. This refers to the accuracy and relevancy of the given

data needed to be useful in deciding to use certain application for paying bills.

Mobile Service: This refers to an activity or series of intangible activities that

occur when mobile consumers interact with systems or service provider employees

with the support of a mobile telecommunications network.

Service Quality. This refers to the quality of service rendered when using

certain app for paying bills; the delivery of service given when interacting to the

application used.

Students’ Satisfaction. This refers to the attitude that results from an

assessment of rendered service to the students.

System Quality. This is a structure for managing the quality of the output of a

manufacturer.

Transaction Processing: This refers to a style of computing, typically

performed by large server computers, that supports interactive applications. In

23
transaction processing, work is divided into individual, indivisible operations, called

transactions.

24
 Chapter 2

Methodology

This chapter includes the research design, tools and techniques in gathering

necessary data and proper statistical treatment to attain appropriate results and

findings. The subject and the selection procedures are also discussed.

Research Design

This study will utilize a descriptive-correlation research method. It is

descriptive because it describes the impact of mobile transaction services and student’s

satisfaction of Southway College of Technology. It is correlational because it aims to

assess the relationship between the Impact of Mobile Transaction Services and

Student’s Satisfaction of Southway College of Technology. This method is fits for the

study for it collects data to answer questions concerning the current status and describe

the situation as it exist.

Research Environment, Population and Sample

The study entitled “Impact of Mobile Transaction Services on Students

Satisfaction of Southway College of Technology” will be conducted in San Francisco,

Agusan del Sur specifically in the Southway College of Technology. The school has

over four-thousand twenty three (4,023) enrolled students in all programs. Southway

College of Technology (SOCOTECH) is a private educational institution in San

Francisco, Agusan del Sur. Founded in 1995, the college offers CHED-recognized

undergraduate courses in Business Administration, Tourism Management, Hospitality

Management, Information Technology, Criminology, Midwifery, and Technical

Teacher Education. Additionally, the SOCOTECH has Senior high school department

with the Academic track namely ABM (Accountancy and Business Management),

25
HUMSS (Humanities and Social Sciences), GAS (General Academic Strand) and

STEM (Science and Technology Engineering and Mathematics) and the Technical-

Vocational-Livelihood (TVL) tracks for Senior High School (SHS) students.

The school was selected to conduct the study as students are drawn to use

online platforms when paying bills as everyone has mobile phones to use. The

researcher determined to conduct the study to the students enrolled in Southway

College of Technology to measure the Impact of Mobile Transaction Services and the

Student’s Satisfaction. The respondents will answer through the printed survey

questionnaire provided by the researchers in their respective and comfortable places.

Department Total population of the Respondents

Department/Courses

Senior High School students 122 10

Business Administration 199 25

Criminal Justice 3,255 25

Information Technology 120 12

Hospitality Management 102 8

Technical Teacher Education 30 5

Midwifery 195 15
Total: 4,023 100
The researchers will conduct a face to face survey for over

one-hundred (100) students of Southway College of Technology. Out of one-hundred

(100) respondents, there will be fifty (50) for the pretest and fifty (50) for the post-test.

Table
Number of respondents 1. Distribution
in each Course of respondents

26
Figure 4.0 Map of Southway College of Technology

27
Sampling Techniques

In gathering the data, the study stratified proportional random sampling is used.

According to Vockel (2013), stratified sampling technique is defined a strategy for

selecting samples in such a way that specific number of subgroups (strata) will have a

sufficient number of representative with the sample to provide sample number for sub-

analysis of the members of the these sub-groups. As the school year started roughly

through blended learning modality, the researcher will hand over survey questionnaire

through the students.

Research Instrument

The research instruments to be employed in the study will be a modified

adopted questionnaire to fit into the context. It had adopted several studies and

literature on the determinants of mobile transaction service. For the investigation and

data collection, a survey-based questionnaire was designed to determine the impact of

Mobile Transaction Services and Students Satisfaction to the students of Southway

College of Technology. The instrument has undergone content validation from the

academe and from the experts of the field. The questionnaire has two parts. The first

part includes the assessment on the impact of mobile transaction service in Southway

College of Technology based on the three dimensions mentioned beforehand.

The evaluation on part 1 will be measured. Hence, the researchers are guided on the

parameter of Scale. Limits fall under.

A 5-point Likert Scale was utilized for all parts of the questionnaire. Likert

Scale is defined as a rating scale used to assess opinions, attitudes, or behaviors.

28
 Scale Range Verbal Interpretation

5 4.21-5.00 Strongly Agree

4 3.41-4.20 Agree

3 2.61-3.40 Neutral

2 1.81-2.60 Disagree

1 1.00-1.80 Strongly Disagree

The second part contains questions to evaluate the student’s satisfaction. Support

questions may be asked if the researcher may seek for clarification and additional

background on the answers.

Scale Range Verbal Interpretation

5 4.21-5.00 Strongly Agree

4 3.41-4.20 Agree

3 2.61-3.40 Neutral

2 1.81-2.60 Disagree

1 1.00-1.80 Strongly Disagree

Data Gathering Procedure

The researchers seek the approval from the adviser and the panel to carry out

with the research survey. A letter of intent will be submitted to the Human Resource

Management of Southway College of Technology seeking for approval in lieu of the

29
conduct of the survey in its institution. After gaining its approval, a duly signed

questionnaire with a cover letter will be provided to the students inside the classroom.

Students who are enrolled in Southway College of Technology and with their

respective courses are qualified as respondents for the survey. Follow-up questions

may be delivered if there are clarifications regarding on their answers, also the

documentations with the researchers and students who are answering the survey

questionnaire. The researchers will observe utmost etiquette while on the conduct of

the entire survey.

After the desired number of responses is attained, the researchers will then

tabulate the data and consult the statistician for the results and discussions.

Statistical Treatment

Various methods for data analysis were applied to the set of survey variables.

To facilitate statistical analysis, the researcher used the following treatment:

Weighted Mean. This was used to determine average mean of the impact of

mobile transaction service and student’s satisfaction of Southway College of

Technology.

Pearson – Rho. This was used to determine the significant relationship

between the impact of mobile transaction service and student’s satisfaction of

Southway College of Technology.

30
 CHAPTER 3

ANALYSIS AND RESULTS

This chapter provides the results of the data within an appropriate analysis of

the study. The data gathered sought answer to the problem and to prove or disapprove

the hypothesis dealt within the study.

Table 2

MOBILE SERVICE MEAN VERBAL

DESCRIPTION

3.52 AGREE
1. I use mobile devices where it could provide
services like online banking to pay my bills.

3.60 AGREE
2. I pay my bills online using my mobile phone
because it saves me from the hustle of paying
personally in bank or stores.

3. It is better to use mobile phones that allows 4.00 AGREE

app to notify the use of its online transaction to
keep the user updated of the money they have
used online.
3.84 AGREE
4. I use mobile phone that has
data-roaming quality for easy transaction time.

5. It is better to use mobile phones with good 3.90 AGREE

storage quality for apps like applying bills and
etc.
OVER ALL MEAN 3.77 AGREE

The mean distribution of mobile transaction services in terms of mobile service

31
 Table 2 shows the mean distribution and the verbal description in terms of

“Mobile service”. It has an overall mean of 3.77 verbally describe as “Agree”. The

table also shows that “It is better to use mobile phones that allows app to notify the use

of its online transaction to keep the user updated of the money they have used online”

has the highest mean of 4.00 verbally describe as “Agree”. The students agree that

mobile service is easy to use through payment and it has an effect to students

satisfaction, and “I use mobile devices where it could provide services like online

banking to pay my bills” got the lowest mean of 3.52 with a verbal description as

“Agree”. It implies that some students is not satisfied in paying their bills through

online when using mobile transaction services.

According to Siau and Shen (2010), “Mobile services present tremendous

opportunities to provide value added services to customers and businesses”. They

added that, “Wireless and mobile networking have presented an entirely new way for

companies to better serve their customers. Mobile services will enable users to make

purchases, request services, access news and information, and pay bills, using mobile

communication devices”.

In addition, Wireless and mobile networking have presented an entirely new

way for companies to better serve their customers. Mobile services will enable users to

make purchases, request services, access news and information, and pay bills, using

mobile communication devices such as PDAs, laptops, and cellular phones (Siau &

Shen, 2003). Mobile commerce can increase customer satisfaction by pushing

information to mobile users, and putting them in a better-informed position (Siau &

Shen, 2003).

32
 Also, Mobile service providers provide various facilities to attract customers

along with 2G,3G,4G,5G technology. Mobile service allows users to download apps

from online businesses to their smartphones and use them to pay for goods both online

and offline. Mobile telecommunication is a communication network that doesn't

depend on any physical connection between two communication entities and has the

flexibility to be mobile during communication, (Meerja, 2020).

Table 3

ONLINE PAYMENT MEAN VERBAL DESCRIPTION

1. It is accessible on time. 3.66 AGREE

2. It gives me the sense of security that my 3.62 AGREE

money I paid for my bills are transacted in
time I did the transactions.

3. It is easier to use and could save me time 3.98 AGREE

while doing something because I don’t need
to go to the store to pay my bills.

4. Through online payment, I could easily 4.06 AGREE

pay online without so much hassle.

5. It charges less than actual paying 3.90 AGREE

personally and it save me time.

OVER ALL MEAN 3.84 AGREE

The mean distribution of mobile transaction services in terms online payment

Table 3 Shows that online payment reveals a grand over-all mean of 3.84 with

the verbal description of “agree”. This shows that online payment serve such hassle to

students in paying their bills online. In all questions has a mean of above 3.00 and

above 4.00 reveals that the student’s satisfaction in paying bills online plays a

significant role in mobile transaction services.

33
 The table also shows that “Through online payment, I could easily pay online

without so much hassle”, has the highest mean of 4.06 verbally described as “agree”.

This implies that the student’s strongly agree on how the online payment use. The

lowest mean was 3.62 with verbal description of “agree” in which “It gives me the

sense of security that my money I paid for my bills are transacted in time I did the

transactions”. It also implies that the online payment has confidence and capacity to

respond to the student’s queries and concerns as it means stand lowest but still high in

all stance.

According to Carr (2007), “The realization of mobile payments will make

possible new and unforeseen ways of convenience and commerce. Unsuspected

technological innovations are possible” as added “Mobile payments can become a

complement to cash, cheques, credit cards and debit cards”.

Online payment is a form of electronic payment, which is provided by a third

party payment interface between banks for real-time payment. Compared with the

traditional payment, online payment systems are more convenient, fast, efficient and

economical. Users can use their own PC or mobile phone with Internet to complete the

entire payment process in a very short time (Baike, 2017).

Online payment system also has plenty of risks. Financial risks are possible

during the transaction process. There is a plenty of competition which may cause a

negative impact on online payment. For example, in China, over 40 electronic payment

companies work on thirdparty online payment, which causes serious homogeneity in

the market. The last but not the least there is law and regulation problem. Legislation

regarding online payment should be established (Yu 2015, 2017).

Table 4

34
MOBILE WALLET MEAN VERBAL DESCRIPTION

1. It is easy to use and provide a great 3.76 AGREE

alternative to cash and credit card payments
to pay my bills online.

2. I can use mobile wallet conveniently 3.76 AGREE

anywhere I go.

3. It provides a safe, secure way to make 3.68 AGREE

payments electronically.

4. Mobile wallet allows me to be more 3.70 AGREE

organized with my money save online as I
could see the money that goes out and the
money that came.

5. I can use mobile wallet for countless 3.76 AGREE

payment and for faster check-outs.

OVER ALL MEAN 3.73 AGREE

The mean distribution of mobile transaction services in terms mobile wallet

Table 4 Shows that mobile wallet has an over-all mean of 3.73 with the verbal

description of “agree”. This implies that having mobile wallet provides the easiest and

convenient to students when paying online. This prove that student satisfaction in

paying bills online is in a positive note as putting money online and using it to pay bills

is efficient for them to use.

The table also shows that “It is easy to use and provide a great alternative to

cash and credit card payments to pay my bills online”, “I can use mobile wallet

conveniently anywhere I go” and “I can use mobile wallet for countless payment and

for faster check-outs” has the highest mean of 3.76 verbally described as “agree”. It

signifies that the student’s strongly agree on how they provide immediate services and

willingness to aid student’s needs. “It provides a safe, secure way to make payments

electronically” got the lowest mean of 3.68 with a verbal description as “agree”. It

35
means that these are the haste and lack of coordination but it still stand positive since

its means falls to agree to the researchers claim that mobile wallet is safe and secure.

In the study of Poonam and Shalu (2016) stated that “The growing importance

of technology and mobile together has recently marked their presence felt in financial

transactions in the recent times. The facility of speedy, secure and smart financial

transactions is supported by the concept of “Mobile Wallet”. Mobile Wallet has

assisted the needs of business owner and customer on a same go. The complexity of

money transactions force and also promote the usage of mobile wallet in today's era.

The mobile wallet is a new application of mobile payment that functions as a

replacement for the conventional wallet and more (Sumathy & KP, 2017). Mobile

wallets add more functions to smartphones by making it a virtual debit card and

enables a person’s money to move with his phone. With mobile wallets, retailers gain

another way to access consumers and enhance sales by enabling customers to make

spontaneous purchases because they have quick and easy access to money. According

to Zhao et al. (2010), intention is a person’s willingness and eagerness to obtain

something desirable.4 Additionally, Venkatesh et al. (2003) stated that intention to use

can be defined as the consumer’s interest and desire to try the new product and

services.5 In this context, Tan et al. (2020) stated that the key variables of TAM which

are perceived usefulness (PU), and perceived ease of use (PEOU) are the key

determinants of using a new technology intentionally.

Table 5

INDICATORS OVER-ALL MEAN VERBAL DESCRIPTION

Mobile Service 3.77 AGREE

36
 Online Payment 3.84 AGREE

Mobile Wallet 3.73 AGREE

GRAND MEAN 3.78 AGREE

Summary table of Mobile Transaction Service

Table 5 shows the summary of the Mobile Transaction Service. It has a grand

mean of 3.78 verbally described as “Agree”. The item “Online Payment” has the

highest mean of 3.84 verbally described as “Agree”. This implies that the online

payment is well-defined and understood by the student’s. The item “Mobile Wallet”

has the lowest mean of 3.73 verbally described as “Agree”. This still suggest that the

mobile transaction service are receiving good mobile wallet performance despite

ranking lowest compared to the other indicators.

In the study of Sagib and Zapan (2014) found out that “The rapid proliferation

of information technology and the progressive adoption of technology in financial

services have given banking services a new momentum in the 21st century, being

influenced by the high rate of technological penetration among customers and by the

impetus to accommodate more and more people under the framework of formal

banking services”. This signifies that mobile transaction services are convenient in

today’s setting since everyone must have own mobile phones to pay online.

Table 6

SYSTEM QUALITY MEAN VERBAL DISCRIPTION

1. The system provides adequate technical 3.76 AGREE
assurance measures when participating in
online transactions like paying online.

2. It is convenient for us students as it provide 3.66 AGREE

good quality services and lesser burdens to the

37
customers as we pay our bills online.
3. I enjoyed using online transactions as the 3.64 AGREE
system provides return and reuse policy.
4. It made me feel secure and comfortable 3.80 AGREE
having my transaction online like paying bills.
5. It gives me the security that every time I 3.68 AGREE
process online it is performed well.
OVERALL MEAN 3.71 AGREE
Mean distribution of students satisfaction in terms student’s satisfaction

Table 6 Shows that System Quality has an important role to student satisfaction

as it has an overall mean of 3.71 verbally described as “agree” with all questions falls

above 3.00-4.00 mean verbally described as agree. This proves that system quality

plays an important part in student’s satisfaction in using mobile transaction services.

The table shows the item “It made me feel secure and comfortable having my

transaction online like paying bills” have the highest mean of 3.80 with the verbal

description of “Agree”. This implies that the system is always present to address the

concerns of the students. The item “I enjoyed using online transactions as the system

provides return and reuse policy” has the lowest mean of 3.64 and verbally described

as “Agree” as a result, the system quality approach toward the students is seen as still

supportive despite falling as the lowest in all question asked as it still has the mean

3.64 with the verbal description of agree, same with the other questions in this

indicator.

According to Phuong and Trong (2018), “System quality is customers’

perception of information retrieval and delivery of a mobile commerce application

performance”. System quality holds responsibility in getting the student’s satisfaction

in using mobile transaction services in paying bills online.

38
 The attributes of service quality have a significant association with overall e-

service quality, customer satisfaction, and repurchase intentions, but not with WOM

(Blut et al., 2015). Moreover, Tsao et al. (2016) studied the impact of service quality

on online loyalty based on online shopping experience in Taiwan and showed that

system quality and electronic service quality had significant effects on perceived value

that in turn had a significant influence on online loyalty.

Table 7

INFORMATION QUALITY MEAN VERBAL

DESCRIPTION

1. It provides me information to trust paying online. 3.72 AGREE

2. When I pay from things I bought online, I choose 3.92 AGREE

store that provides descriptions and photos by the
website to understand the way of paying and etc.

3. I put more emphasis on system such as easy to 3.86 AGREE

use, easy navigation, response time and transaction
time.

4. It saves me the hustle when paying online by 3.82 AGREE

giving me the adequate information needed to trust
the website in paying online.

5. It will help me find great deals in paying online 3.92 AGREE

when information such quality and service is really
given to customers.

OVER ALL MEAN 3.85 AGREE

The mean distribution of students satisfaction in terms information quality

Table 7 shows that Information Quality has an overall mean of 3.85 verbally

described as “Agree” which means it has a positive effect to student’s satisfaction in

using mobile transaction services when paying bills online. All questions under this

indicator have a mean of 3.00-4.00 with a verbal description of agree. This means that

all questions has an impact to student’s satisfaction positively.

39
 The table shows the item “When I pay from things I bought online, I choose

store that provides descriptions and photos by the website to understand the way of

paying and etc” and “It will help me find great deals in paying online when

information such quality and service is really given to customers” has the highest mean

of 3.92 with the verbal description of “Agree”. This means that information quality

will be resolved promptly by the staff. The item “It provides me information to trust

paying online” has the lowest mean of 3.72 and verbally described as “Agree” this

means that the respondents of information quality is viewed as the fair system.

In the study of Karismariyanti (2022) found out that “Information Quality has a

positive influence on Customer satisfaction, this mean that improving the Information

Quality will increase Customer Satisfaction, and vice versa. The quality of mobile

banking information affects customer satisfaction. If mobile banking can provide

accurate, relevant, timely, complete, and easily accessible information, consumers will

be satisfied with mobile banking”.

Information Quality of the system defined as perceived website performance by

consumers through the uptake and transmission of information. The quality of system

is the perceived level of satisfaction of users to the technical and functional

performance of the website. When shopping online, consumers must rely on

descriptions and photos provided by the website in order to understand products, they

will put more emphasis on system properties such as website ease of use, ease of

navigation, response time, and download time. If shopping websites can give a clear

layout, the category items systematically, and a variety of options, will help consumers

find deals with fewer searches and physical costs (Pujani, 2019).

Table 8

40
SERVICE QUALITY MEAN VERBAL
DESCRIPTION

1. It makes a great impact when service like 3.68 AGREE

notification from paying online is meet on time.

2. User-friendly service quality leaves a good 3.86 AGREE

impression for me to frequently use the same
paying application.

3. I like to use paying application that gives me 4.02 AGREE

security that my money is transacted on time.

4. It leaves an impression when the service 3.90 AGREE

quality facilitates efficient and effective
website in paying purchases online.
5. The service quality when it offers the 4.00 AGREE
guarantee that the money transacted will be
receive by the receiver seconds after the
transaction is done.
OVER ALL MEAN 3.89 AGREE
The mean distribution of students satisfaction in terms service quality

Table 8 shows that Service Quality has an overall mean of 3.89 verbally

described as “Agree” ” with all questions falls above 3.00-4.00 mean verbally

described as agree. This prove that service quality plays an important part in student’s

satisfaction in using mobile transaction services.

The table shows the item “I like to use paying application that gives me

security that my money is transacted on time” have the highest mean of 4.02 with the

verbal description of “Agree”. It indicates that the students of the school shows interest

genuinely towards the online payment. The item “It makes a great impact when service

like notification from paying online is meet on time” has the lowest mean of 3.68 and

verbally described as “Agree” this means that the online payment has sufficient

resources and technology to compete with walk in students for timely services.

41
 According to Sagib and Zapan (2014), “Service quality has been defined in the

literature as the customers overall assessment of a service”. As added by Dawi, et. al.,

“the more positive customers’ perceived service quality, the better their satisfaction

level with the service provider is likely to be” and “Customer satisfaction is generally

known as an outcome of a good service quality”.

Service Quality of the system defined as perceived website performance by

consumers through the uptake and transmission of information. The quality of system

is the perceived level of satisfaction of users to the technical and functional

performance of the website. When shopping online, consumers must rely on

descriptions and photos provided by the website in order to understand products, they

will put more emphasis on system properties such as website ease of use, ease of

navigation, response time, and download time. If shopping websites can give a clear

layout, the category items systematically, and a variety of options, will help consumers

find deals with fewer searches and physical costs (Pujani, 2019).

Table 9

Mean Verbal Description

Dependent
Variables

System Quality 3.71 AGREE

Information Quality 3.85 AGREE

42
Service Quality 3.89 AGREE

Grand Mean 3.82 AGREE

Summary Table of Student’s Satisfaction

Table 9 shows above the frequency table of the mean distribution and verbal

description of student’s satisfaction with overall mean of 3.82 verbally interpreted as

“Agree”. Based on the result, that “Service Quality” has the highest mean of 3.89

verbally describe as “Agree”. This implies that students are outstandingly satisfied

with overall services of the school. The table also show that “System Quality” has the

lowest mean of 3.71 verbally described as “Agree”. It implies that the school is captive

to student’s expectations as an

innovative service signifies that students are fully satisfied with paying online.

According to Kotler (2009) “Satisfaction is a feeling that surfaces from an

evaluation process, i.e. when the consumer of a good or service compares what is

received against what is expected from the utilization of that good or

service”.

Table 10

Mobile Students Satisfaction Conclusion

Transaction
Services System Quality Information Service Quality
Quality

Pearson p-val Pearson p-val Pearson p-val

rho ue rho ue rho ue

43
Mobile .755** .000 .708** .000 .744** .000 Significant
Service

Online .888** .000 .894** .000 .847** .000 Significant

Payment

Mobile .865** .000 .888** .000 .867** .000 Significant

Wallet
Test of Significant Relationships between “Mobile Transaction Service and
Student’s Satisfaction of Southway College of Technology.

Correlation is significant at p-value ≤0.05 level of significance

Table 10 shows the results of the test of significant relationships between

Impact of Mobile Transaction Service and Student’s Satisfaction of Southway College

of Technology. Data showed that there is a significant relationship between mobile

transactions since the p-value is lesser than 0.05 level of significance which means that

reject the null hypothesis. Mobile services is significant to system quality with the p-

value of .000. Mobile services is significant to information quality with the p-value

of .000. Mobile services is significant to service quality with the p-value of .000.

Mobile wallet is significant to system quality with the p-value of .000. Mobile wallet is

significant to information quality with the p-value of .000. Mobile wallet is significant

to service quality with the p-value of .000. Online payment is significant to system

quality with the p-value of .000. Online payment is significant to information quality

with the p-value of .000. Online payment is significant to service quality with the p-

value of .000. This was analyzed and interpreted through the use of weighted mean and

the pearson product moment correlation.

44
 CHAPTER 4

SUMMARY, CONCLUSION, AND RECOMMENDATION

This chapter presents the summary of the study, the findings,

conclusions, and present recommendation of the study.

45
Summary

The study entitled Impact of Mobile Transaction Services and Students

Satisfaction of Southway College of Technology. It utilized

the

descriptive-correlation research design using a research made questionnaire as the

instrument in gathering, analysing and interpreting data in determining the relationship

between mobile transaction services and student’s satisfaction of Southway College of

technology, which we conducted a survey.

The study was conducted in Southway College of Technology located in San

Francisco, Agusan del Sur with over four-thousand twenty three (4,023) enrolled

students in all programs and was participated by one-hundred (100) participants which

are all student of the institution.

The results concluded that mobile transaction services and student’s satisfaction

was significantly related. Conclusion was based on the results, signifies positive

implication for mobile transaction services and student’s satisfaction as students

frequently used online payment in paying bills. It means that influencing mobile

transaction services does correlate with student’s satisfaction as perceived by the

students of Southway College of Technology.

Findings

The following were the findings of the study:

1. The extent of the mobile transaction services of Southway College of

Technology is “Agree” on mobile service, online payment and mobile wallet

have a positive impact to mobile transaction services when paying bills online.

46
 2. The level of students’ satisfaction is “Agree” on system quality, information

quality and service quality have a positive impact to student’s satisfaction in

using mobile transaction services.

3. There is a significant relationship between mobile

transaction services and student’s satisfaction of Southway College of

Technology.

Conclusions

From the findings of the study, the following conclusions were drawn:

1. Mobile transaction services is “Agree” on mobile services, online payment

and mobile wallet. Therefore, there is a positive impact of mobile transaction

services on students who have been using online payment when paying bills

and it is convenient for them to use any time of the day. However, not all of

them is satisfied in using mobile wallet.

2. Student’s satisfaction is “Agree” on system quality, information quality and

service quality. As a result, this variable has a positive impact to students who

are using online transactions but not all of them is satisfied in the service

quality.

3. Mobile Transaction Services is significant to Student’s Satisfaction.

Recommendation

Based from the findings and conclusions of the study, the following

recommendations are made:

Southway College of Technology Management- The management of Southway

College of Technology may provide or enhance their online transaction services since

47
the data analysis found that not all of the students are satisfied especially to the service

quality.

School - The school might allow paying bills online available in order for the students

to pay their obligations through their mobile phones, saving them the hassle of queuing

in line to pay bills personally or hire additional staff to cater the students who pay

personally.

Students- They may familiarize the system used by the institution or do their

transactions personally to avoid delays especially in paying.

Banking Institution and Money Remittance Center- They may provide additional

options or make their electronic payment system easier to use since it was found

statistically that mobile wallets and system quality have the lowest mean.

Future Researchers- The researchers hope that this study may reveal information that

could be useful to the business students including all related to the business courses.

This study can be used by the other companies or any other office to evaluate their

own organization. The future researchers may use this study as a benchmark for the

same field.

48
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 SURVEY QUESTIONNAIRE

PROFILE OF THE RESPONDENTS

Name (Optional):
Year and Section:_________________

PART I. ELECTRONIC MOBILE SYSTEM

Please rate the following statements according to the use of electronic mobile system
specifically the mobile transaction services to student online transactions. Choose the
number that corresponds to your answer.

Scale Range Verbal Interpretation

Options Extent of use
5 4.21 - 5.00 Strongly Agree
4 3.41 – 4.20 Agree
3 2.61-3.40 Neutral
2 1.81-2.60 Disagree
1 1.00-1.80 Strongly disagree

MOBILE SERVICES

Questions 1 2 3 4 5
1. I use mobile devices where it could provide services like
online banking to pay my bills.
2. I pay my bills online using my mobile phone because it
saves me from the hustle of paying personally in bank or
stores.
3. It is better to use mobile phones that allows app to notify
the user of its online transaction to keep the user updated
of the money they have used online.
4. I use mobile phone that has data-roaming quality for easy
transaction time.
5. It is better to use mobile phones with good storage quality
for apps like paying bills and etc.
 ONLINE PAYMENT

Questions 1 2 3 4 5
1. It is accessible all the time.
2. It gives me the sense of security that my money I paid for my bills
are transacted in time I did the transactions.
3. It is easier to use and could save me time while doing something
because I don’t need to go to the store to pay my bills.

4. Through online payment, I could easily pay online without so much

hassle.
5. It charges less than actual paying personally and it save me time.

MOBILE WALLET

Questions 1 2 3 4 5
1. It is easy to use and provide a great alternative to cash and credit
card payments to pay my bills online.

2. I can use mobile wallet conveniently anywhere I go.

3. It provides a safe, secure way to make payments
electronically.
4. Mobile wallet allows me to be more organized with my
money save online as I could see the money that goes out
and the money that came.
5. I can use mobile wallet for countless payment and for faster
check-outs.

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 PART II. LEVEL OF STUDENT’S SATISFACTION
Correspond to the given question about the level of students’ satisfaction in terms of
service quality, information quality and system quality. Choose the given box below in
your own understanding that suit you best.

SYSTEM QUALITY

Questions 1 2 3 4 5
1.The system provides adequate technical assurance measures when
participating in online transactions like paying online.

2. It is convenient for us students as it provide good quality services

and lesser burdens to the costumers as we pay our bills online.
3. I enjoyed using online transactions as the system provides return
and reuse policy.
4. It made me feel secure and comfortable having my transaction
online like paying bills.
5. It gives me the security that every time I process online it is
performed well.

INFORMATION QUALITY

Questions 1 2 3 4 5

1. It provides me information to trust paying online.

2. When I pay from things I bought online, I choose store that

provides descriptions and photos by the website to understand
the way of paying and etc.
3. I put more emphasis on system such as easy to use, easy
navigation, response time and transaction time.

4. It saves me the hustle when paying online by giving me the

adequate information needed to trust the website in paying
online.
5. It will help me find great deals in paying online when
information such quality and service is really given to
costumers.

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Questions 1 2 3 4 5
1. It makes a great impact when service like notification from paying
online is meet on time.

2. User-friendly service quality leaves a good impression for me to

frequently use the same paying application.

3.I like to use paying application that gives me security that my

money is transacted on time.
4. It leaves an impression when the service quality facilitates efficient
and effective website in paying purchases online.

5. The service quality when it offers the guarantee that the money
transacted will be receive by the receiver seconds after the transaction
is done.
SERVICE QUALITY

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 CURRICULUM VITAE

CARL JENNIFER C. AGUILOR

Brgy 3, San Francisco, Agusan del Sur

Contact Number: 09686617546

Email Address: Aguilorjenny@gmail.com

PERSONAL INFORMATION:

Nickname: Jenny

Birth Date: April 17, 1998

Place of Birth: Butuan city

Age: 24

Nationality: Filipino

Civil Status: Single

EDUCATIONAL BACKGROUND:

Elementary: Aninuan Elementary School

High School: Oriental Mindoro National High School

College: Southway College of Technology

Course: Bachelor of Science in Accounting Information System

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CINDY MAE R. APAO

P-1 Taglikid Bayugan 2, San Francisco, Agusan

del Sur

Contact Number: 09512497385

Email Address: cindymaeapao1915@gmail.com

PERSONAL INFORMATION:

Nickname: Mae2

Birth Date: December 04,1997

Place of Birth: Bayugan 2

Age: 24

Nationality: Filipino

Civil Status: Single

EDUCATIONAL BACKGROUND:

Elementary: Bayugan 2 Elementary School

High School: Agusan del Sur National High School

College: Southway College of Technology

Course: Bachelor of Science in Accounting Information System

59
AL JOHN PLAZA

P-4 Poblacion, Veruela, Agusan del Sur

Contact Number: 09063831970

Email Address: Plazajohn26@gmail.com

PERSONAL INFORMATION:

Nickname: Dong

Birth Date: January 26, 1999

Place of Birth: Veruela, Agusan del Sur

Age: 23

Nationality: Filipino

Civil Status: Single

EDUCATIONAL BACKGROUND:

Elementary: Veruela Elementary School

High School: Veruela National High School

College: Southway College of Technology

Course: Bachelor of Science in Accounting Information System

60
PHOBIE JANE OSIGAN

P2 San Nicolas Talacogon, Agusan del Sur

Contact Number: 09108346828

Email Address: Phobiejane27@gmail.com

PERSONAL INFORMATION:

Nickname: Phobie

Birth Date: Sept 14, 1994

Place of Birth: Talacogon Agusan del Sur

Age: 28

Nationality: Filipino

Civil Status: Single

EDUCATIONAL BACKGROUND:

Elementary: Talacogon Central Elementary School

High School: Talacogon National High School

College: Southway College of Technology

Course: Bachelor of Science in Accounting Information System

61