SUSTAINABILITY OF MOBILE BANKING AS PERCEIVED BY RURAL BANK CLIENTS IN STA. CRUZ LAGUNA, PHILIPPINES

Abstract

The introduction of mobile banking has transformed the financial services business, providing clients with exceptional convenience and accessibility to manage their funds on the go. As the globe transitions to a digital age, financial institutions must ensure the long-term sustainability of mobile banking. The purpose of this study is to provide insight into client perspectives of the sustainability of mobile banking services. Focus is given to a selected bank in Sta. Cruz, Laguna, Philippines. The study has adopted a quantitative research design. Data were collected from 82 users of mobile banking using survey questionnaire. The result showed that client perception is an important factor affecting sustainable intentions to use mobile banking. Clients’ perception of mobile banking is influenced by the trust and confidence, and quality of customer support and services provided. Moreover, to ensure a sustainable and equitable future for banking services, it is essential to prioritize inclusivity, security, and consumer trust as technology continues to advance and mobile banking evolves.