Predictors of Internet banking services adoption among depositors in Davao City, Philippines

Abstract

The Internet has transformed the face of banking in recent years. Client attitudes towards Internet banking depends on their perception of the services and the accompanying risks. Internet use has never been this indispensable, especially during lockdowns such as the COVID-19 pandemic. Hence, the study was undertaken to determine the factors that affect the level of usage of Internet banking services among depositors in Davao City, Philippines. A descriptive-correlational research design was employed to analyze the responses of 300 clients of five identified banks located within the first administrative district of Davao City. The survey data reveals that the respondents sometimes used Internet banking services; they considered themselves literate with Internet banking; they perceived Internet banking as convenient but were concerned about its service efficiency; they found Internet banking easy to operate but not that enjoyable; their priority concern was financial risk, followed by security and privacy. Findings further show a significant difference in the level of usage of Internet banking services when grouped by respondents’ age, DOI adopter classification, highest educational attainment, operating system used, and primary source of awareness. Finally, the level of awareness and perceived ease of use significantly predict the level of usage of Internet banking services. Lack of onsite bank transactions due to restrictions may force the banking public to use the internet to do their business. Banks may intensify their awareness campaign, further enhance their platforms, and address security and risk concerns to entice more clients to patronize Internet banking.