Gap analysis of mobile banking services and customer wants of commercial banks stakeholders within Intramuros, Manila / Goles, Charity Grace C., Mahaba, Cenbell Grace D., Santos, Jirose R., Toledo, Uriel G., Velasco, Ivy Cielo C., Villaruz, Aubrey Joy B. 6

Research Paper: (BSBA major in Financial Management) - Pamantasan ng Lungsod ng Maynila, 2023. 56

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Abstract This study entitled, Gap Analysis of Mobile Banking Services and Customer Wants of Commercial Banks Stakeholders within Intramuros, Manila by the proponents: Jirose R. Santos, Uriel G. Toledo, Charity Grace C. Goles, Ivy Cielo C. Velasco, Cenbell Grace D. Mahaba and Aubrey Joy B. Villaruz of Academic Year 2022 to 2023, in partial fulfillment of the requirements for the subject Business Research. This was prepared under the supervision of Dean Noemi C. Gocuyo. The goal of the study was to find out the gap differences of commercial bank between customer and employees regarding to the initial knowledge of mobile banking services and the researchers discovered timely problems related to mobile banking services. Using the T-test to test for both contradicting latent variables: customer wants and mobile banking services. The study sought to address the demographic profile of the respondents, knowledge of commercial banks employees and customers, as well as to determine the expectation in terms of customer experience, security and privacy, Personalized Banking Products and Services, technical difficulties, and customer support. Lastly, to investigate if there is a significant gap difference between employees' and customers' perceptions of selected commercial banks and mobile banking services. The researchers utilized the descriptive method for this research, which involves the gathering of data using online floating survey questionnaires, specifically using Google Forms, and to dwelled within Intramuros, Manila. There were 376 respondents residing in Intramuros, Manila. The information was analyzed using the frequency, percentage, average weighted mean, and T-Test. In view of the discoveries, the researchers independently found the disparity of knowledge of mobile banking services and aspects of customer wants in between commercial bank customers and customers. In point of fact, millennials range to 36 to 45 yrs. old are predominantly represented the commercial bank employees who assumed that mobile banking services satisfy the customer's wants. Contradicting the Generation Z age range of 18 to 25 yrs. old represented the commercial bank customers refute the millennial perceptions, as they are more aware of mobile banking apps and real problems encountered among commercial banks performance. The following are the study's findings and interpretations based on the data obtained. Mobile Banking Services and Aspects of Customer Wants resulted to both null hypothesis which means rejected if the result of the p-value is less than or equal to the result with a significance level of 0.05. The findings suggest that, while there composite score of the two categories reveals a negligible difference in how customers and banks perceive mobile banking services. There are gaps in rendering the Aspects of Customers Wants including security and privacy concerns, personalized banking products and service, technical issue and customer's service. Besides that, the researcher's intention is to close the gap to meet the expectation of customers towards employees of commercial banks. This study makes recommendations specifically to the commercial banks, itself, to their loyal employees and customers as well as future researchers-regarding how the risk management plan would be helpful for them.

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