Implementation of Digital Innovation in the Banking Sector: A Study on Customers’ Satisfaction towards Gotyme Digital Bank Kiosks
Type
Thesis
Authors
Category
Thesis-BSBM
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Publication Year
2024
Pages
xi, 92p.
Subject
Business Management / Marketing – Digital Banking Innovation and Customer Satisfaction
Abstract
Digital innovation in the banking industry is now developing in the Philippines.
In 2022, GoTyme Digital Bank was launched in the country to offer its customers a
convenient experience in digital banking. The purpose of this study is to determine the
satisfaction of customers with the digital innovation of the GoTyme digital bank kiosk.
A descriptive research design was used in this quantitative study to describe the
relationship between the factors that affect the continued intention of customers to use
the digital innovation of the GoTyme digital bank kiosk and the level of customer
satisfaction, as well as the demographic profile as an intervening variable. Multi-stage
random sampling, and 4-point Likert-scale survey questionnaires were used to gather
the data from 366 respondents who are the users of GoTyme Kiosk in Robinsons Place
Imus. The findings of this study show a noteworthy relationship between customers'
perceptions and how satisfied they are with the specific aspects of the digital innovation
of GoTyme bank kiosks.
In 2022, GoTyme Digital Bank was launched in the country to offer its customers a
convenient experience in digital banking. The purpose of this study is to determine the
satisfaction of customers with the digital innovation of the GoTyme digital bank kiosk.
A descriptive research design was used in this quantitative study to describe the
relationship between the factors that affect the continued intention of customers to use
the digital innovation of the GoTyme digital bank kiosk and the level of customer
satisfaction, as well as the demographic profile as an intervening variable. Multi-stage
random sampling, and 4-point Likert-scale survey questionnaires were used to gather
the data from 366 respondents who are the users of GoTyme Kiosk in Robinsons Place
Imus. The findings of this study show a noteworthy relationship between customers'
perceptions and how satisfied they are with the specific aspects of the digital innovation
of GoTyme bank kiosks.
Description
xi, 92p.
PDF Format.
This undergraduate thesis explores the implementation of digital innovation in the Philippine banking sector, focusing specifically on customer satisfaction with GoTyme Digital Bank kiosks. Conducted by Business Management students majoring in Marketing Management at Cavite State University – Bacoor City Campus, the study aims to assess the relationship between various factors influencing customers’ continued use of GoTyme kiosks and their overall satisfaction. Using a descriptive quantitative research design, data were collected from 366 kiosk users at Robinsons Place Imus through a 4-point Likert-scale survey. The study reveals a significant relationship between customer perceptions and satisfaction levels regarding key features of the digital banking experience offered by GoTyme kiosks. The research highlights the growing role of digital banking innovations in enhancing customer experience and engagement in the Philippines.
PDF Format.
This undergraduate thesis explores the implementation of digital innovation in the Philippine banking sector, focusing specifically on customer satisfaction with GoTyme Digital Bank kiosks. Conducted by Business Management students majoring in Marketing Management at Cavite State University – Bacoor City Campus, the study aims to assess the relationship between various factors influencing customers’ continued use of GoTyme kiosks and their overall satisfaction. Using a descriptive quantitative research design, data were collected from 366 kiosk users at Robinsons Place Imus through a 4-point Likert-scale survey. The study reveals a significant relationship between customer perceptions and satisfaction levels regarding key features of the digital banking experience offered by GoTyme kiosks. The research highlights the growing role of digital banking innovations in enhancing customer experience and engagement in the Philippines.
Biblio Notes
Alferez, M. J. B., Gabutero, J. V., Samal, S. A., Soniga, P. C. M., Tambuyat, A. R. S., & Yonzon, M. C. C. (2024, September). Implementation of digital innovation in the banking sector: A study on customers’ satisfaction towards GoTyme digital bank kiosks (Undergraduate thesis, Cavite State University – Bacoor City Campus). Cavite State University.
Number of Copies
1
