Satisfaction On Digitalization of The Remittance Center
Satisfaction On Digitalization of The Remittance Center
_________________
A Thesis Proposal
Presented to
the Faculty of the School of Graduate Studies
Biliran Province State University
Naval, Biliran
_________________
In Partial Fulfillment
Of the Requirements for the Degree
Master of Arts in Education
Major in Science
_________________
GORRE, RIX S.
CANETE, MARY GRACE D.
CANETE, CHRISTY JANE P.
MENDOZA, KIMBERLY G.
07/27/2022
CHAPTER I
INTRODUCTION
The Internet has developed into a potent instrument for linking people,
information, ideas, resources, and services in our digital age. It now serves as the
Over the past few decades, the Philippines has steadily caught up to other nations in
paved the way for development and gave Filipinos access to all the information the
Internet has to offer. With a growth over the previous five years, the Philippines was
anticipated to hit the highest mark this year. At various points during the past few
years, the nation has also been referred to as the "social media capital of the world"
and the "texting capital of the world." The degree of consumer technology and
mobile involvement has grown to set the nation apart from its fast-growing peers in
Asia.
The World Bank has just released figures that put the total amount of
academics, experts, and the general public (e.g. Ang 2007, Taylor 1995, 2003, Yang
2008, etc). Remittances can give countries access to capital without forcing them to
incur debt, which is a benefit. Many of the organizations that give money to
developing nations frequently demand that the recipient nation use the money to
achieve goals that the giving organization deems suitable. The World Bank
frequently sets priorities and conditions for how the donated monies must be used.
effects on the nation receiving the funds. The country's inability to get current and
future funding is just one of several clear consequences. Remittances, on the other
hand, offer nations a type of indirect aid through their inhabitants. Therefore, it is not
unexpected that a significant share of the GDP in many developing nations comes
from remittances. With remittances making up 10% of its GDP, the Philippines is a
prime example. Remittances, even at the micro level, provide households the
freedom to use the money anyway they see fit unlike other forms of financial
households in this way. The households can now easily satisfy their basic
other expenses. Remittances have been described as a type of safety net by some.
providing much-needed support (although the current crisis challenges this theory).
Additionally, they serve as a conduit for the transfer of knowledge and technology
from other nations, particularly from people residing in highly industrialized nations
like the United States and Europe. A Filipino IT student studying in the United States
transfer channel. The benefits are numerous, but the point still stands that
remittances are crucial for underdeveloped countries specially when dealing on the
view of the effects of unstable internet connection on remittances (e.g. Chami 2003,
7,641 islands make up the archipelago that is the Philippines (Santos, 2016).
It is also well recognized for having a large number of foreign workers, which the
After China and India, the Philippines received the most remittances, according to
accounting for 10% of the country's overall GDP (Nair, 2016). About 42% of Filipinos,
according to the World Bank's 2013 study, do not have bank accounts (Nair, 2016).
For these reasons, it had separated the delivery of financial services in rural and
areas, new methods of money transfer are required in order for the families of
abroad workers to be able to meet their basic necessities (Nair, 2016). And as a
result, it gave rise to a cutting-edge innovation called cashless payments. Now that
money transfers will be more readily available, this invention can aid in removing the
as young, urban Filipinos increasingly choose to shop online (Nair, 2016). Due to
this, BSP was heavily involved in the development of cashless transactions,
collaborating with both government and private sector organizations to create new
cashless solutions (Nair, 2016). The National Strategy for Financial Inclusion, which
emphasizes the need of technology to reach out to individuals who are financially
excluded, was also launched by the government in 2015 as part of their push to
Pilipinas, 2012; Nair, 2016). But despite the BSP's strong top-down backing, the
close this research gap. The report thus makes an attempt to respond to the central
query using survey data amassed by the researchers. as a result, how solid is the
However, this target can be done if the objective is clearly defined what do
you want to achieve and by when the target to be accomplished. For example, if the
respondent focuses on assessing the customer even if the internet connection was
This study aimed to determine on how remittance centers deal with the
center.
This study takes hold of the following theoretical and conceptual framework as
consumers cannot assess their initial expectations at the time when perceived
paradigm, which also established direct measurement and linear route analysis as
However, because results from direct tests of discrepancy perceptions are highly
to incorrect results since they are unable to detect any potential non-linear
expectancy disconfirmation effects (Edwards & Parry, 1993; Venkatesh & Goyal,
2010).
purpose, nature and position of the study relative to the perception of the customers
on the efficiency of the remittance center. The rationale of the paradigm is explained
of this study.
INPUT PROCESS OUTPUT
1. Age
2. Sex
3. Educational 1. Environment
attainment 2. Customers Customer satisfaction
3. Internet enhancement
4. Experience on connectivity program
assessing customer in
terms of:
a. No Internet
connection
b. Poor Internet
connection
c. Light Internet
connection
d. Fast Internet
connection
This study is fact finding, and the results generated would be helpful to the
Remittance Center.
services through the pattern of internet connectivity. And this would help them to
Future Researchers. The future researchers can benefit this study as their
future reference for various delimitations can benefit this study as their future
This study focuses and limit on surveying the perception of the customers on
remittance centers in Naval, Biliran. Ten (10) representative employees were used
connectivity and to propose possible solutions regarding this problem. This study
their performance such as their educational background, their gender, and age. Each
of the respondents are given same questions to answer. And this study focuses on
Definition of terms
allow people to send or receive money to anyone within the country or abroad.
observed by Yu, His, and Kuo (2002), the onset of e-commerce was due to the
advent of Internet, which according to Huang and Chen (2002) and Baddeley (2004),
customization of the products and methods on how the products and/or services are
delivered (Chellapalli & Srinivas Kumar, 2016; Rachna & Singh, 2013). Moreover,
where payments are done electronically, which in turn called electronic payments
online environment, where the payments are initiated, processed, and received,
which is fundamental in e-commerce (Chellapalli & Srinivas Kumar, 2016; Rachna &
Singh, 2013). This is one of e-commerce’s most critical aspects and as per Koc
(2002), must be digitally secured (Chellapalli & Srinivas Kumar, 2016). Furthermore,
what constitutes electronic payment systems may vary depending on which country
it is being used (Chelawat & Trivedi, 2014). This is because of various regulatory
regimes and innovative instruments that is a substitute for cash, which triggered the
increase in the role of non-banks and non-cash payments (Chelawat & Trivedi,
2014).
Since electronic payments are now prevalent in many countries today, there
support. As per the European Central (2014), there is 36.39% online transactions
done through card payments mode and 2.32% through eMoney based on the
2015). According to the B2C Electronic Commerce of the National Observatory for
Telecommunications and the Information Society, the top three payment transactions
are credit card (64.6%), cash on delivery (COD) (13.6%), and bank transfer (9.2%)
smart card technology payment systems in USA, UK and several other European
countries, Australia, Korea, Hong Kong, and Singapore has not yet become
revolutionary due to the organizations are more competitive rather than collaborative.
Furthermore, mobile phones paving its way would become an another means of
process (Niranjanamurthy & Chahar, 2013). This is because users are required to
According to the research study of Rachna and Singh (2013), the issues and
challenges in electronic payment system are (1) Lack of Usability, where the online
forms require a lot of information from users and using of complex website interface
that make it difficult for the users to adopt; (2) Lack of Security, when e-commerce
money due to users having to provide sensitive information online, such as credit
card details, not knowing if its transmission is secured; (3) Lack of Trust, which is
due to fraud, misuse, and low reliability; (4) Lack of Awareness, when users avoid
online mode of payments and still prefer the traditional payment transactions; (5)
Issues with eCash, which is not widely used due to limitations of the user and the
vendor should share the same bank that offers e-Cash; (6) Users Perception
the neglect in the needs of both the users and vendors; (7) Online Payments are
not Feasible in Rural Areas due to poor internet connection, because in the
rural areas are mostly has unstable internet connectivity, which causes
unsatisfaction of customers; and (8) Highly Expensive and Time Consuming, this
is for the vendor side, where setting up an online payment systems would be costly,
which include set up cost, machine cost, and management cost among others than
dependent on cash and cheque mode of payments (Nair, 2016). According to Better
Than Cash Alliance (BTCA) (2015), out of the 2.5 billion (US$ 74 million) payments
made per month, only 1% are digital (Nair, 2016). As part of the initiatives of BSP to
further improve the electronic payment systems in the Philippines, they have
developed the National Strategy for Financial Inclusion that focuses on the
importance of technology to reach out to those who are financially excluded (Nair,
2016). One of the reasons why this is the case is that there is poor banking
confined in urban areas, but because of the online transactions are done
through the use of financial cards, there are now fewer background checks
when availing of debit cards and/or credit cards, which became widely used
(Nair, 2016). Furthermore, BSP had mandated banks to migrate their stripe
2017, which will help increase customer security and satisfaction in using
these financial cards through reducing card fraud (Nair, 2016). Moreover, the
services that could fill in the gap in the Philippine’s predicament on cashless
transactions, which BSP hopes to help boost the electronic payments done per
METHODOLOGY
This chapter present the method used by the researchers. It includes the
research design, locale of the study, the respondents and sampling procedures, the
data/statistical treatment.
Research Design
them in our consciousness, and does not concern itself with matters of fact but seeks
used in this study. They are as follows: phenomenology seeks meanings from
meaning, and in themes that sustain inquiry; phenomenology concerns itself with the
phenomena from many angles, sides and perspectives until a unified vision of the
appearances of things, a return to things just as they are given, removed from
routine and biases, from what we are told is true in the natural world of everyday
living; the researcher’s perception of the phenomena and the experience interrelates
with one another to make the objective subjective and vice versa; every perception
of the phenomena begins with the researcher’s personal sense of the experience
and what it means; the researcher’s own thinking, intuiting, reflecting and judging are
and guide the phenomenological process toward seeing, reflecting and knowing.
Research locale
This study will be conducted within the municipality of Naval, Biliran. Officially
the Municipality of Naval is a 2nd class municipality and the capital town among the
composed of 26 barangays.
Research Respondents
Naval, Biliran. There are ten (10) informants will be identified to participate in the
conduct of interview. These (10) informants were individually interviewed following
the rules and regulation of the government that prohibit the large gatherings of
face masks were provided to the participants, and alcohol-based hand sanitizers
were made available to each of the focus groups to further reduce the risk of COVID-
The following are criteria in the selection of research informants of this study;
1 year in service.
Research Instrument
The study following the procedures in collecting the data, how the data were
permission letter was presented to the respondents for the gathering of data which
was chose through convenience sampling data. The researcher will make sure that
the social distancing protocol, wearing safety measures like face mask and face
shield will be maintain for sake of every one’s safety. Prior to the start of data
from the Branch Manager for approval through letter request. Upon receipt of the
approved letter request from the Branch Manager, the researcher immediately
identifies informants for setting the interview schedule. After the interview was set,
researcher distributed the informed consent form to the informants and explained to
them the contents and purposes. After forms have been signed, the interview and
discussion started and documented using audio recorder. The interviews were done
in a language known and comfortable to the informants and were conducted in their
office for privacy purposes. Immediately after completion of the interview, recorded
Data Scoring
The data were collated, tallied, analyze and interpreted. To determine the
perception of the customers on the efficiency of the remittance center through the
pattern of internet connectivity, a 5-point Likert Scale was used labeled as:
Scale Description
5 Strongly Agree
4 Agree
3 Moderately Agree
2 Disagree
1 Strongly Disagree
Treatment of Data
The frequency counts, percentage, and weighted average mean will be used
to analyze and interpret the data. To determine the profile of the respondents in
The study utilized Colaizzi’s approach in analyzing the data. Transcription and
translation of languages and experiences of the informants were carefully taken. The
interview transcript was read and analyzed multiple times. Next step was the coding
These formulated meanings were grouped and analyzed to form cluster themes.
From these cluster themes, emergent themes were identified. Emergent themes are
the final themes which describe the experiences of the informants to the present
Ethical Considerations
This section discusses the ethical considerations that must be made by the
researcher before, during, and after the study's conduct. Safety and security,
consent and approval, and integrity and confidentiality were the most common
consideration in making this research. With this, the researcher made sure that the
identities of the informants were protected by not disclosing them to other persons.
Consent and approval from the informants were considered prior to the conduct of
interview. The researcher also explained to the informants the process and purpose
of the said interview and made sure that the interviews were participated voluntarily
Cited Literature
Chellapalli, T., & Srinivas Kumar, D. V. (2016). Electronic Payment Systems: Role of
Demographics. SCMS Journal of Indian Management, 41–52.
Daştan, I., & Gürler, C. (2016). Factors Affecting the Adoption of Mobile Payment
Systems: An Empirical Analysis. EMAJ: Emerging Markets Journal, 6(1), 1.
https://doi.org/10.5195/emaj.2016.92
E-commerce | Define E-commerce at Dictionary.com. (n.d.). Retrieved April 3, 2017,
from http://www.dictionary.com/browse/ecommerce?s=t
Ellis, M. (2014). The Evolution of the Internet and Its Impact on Retail Spaces |
WIRED.Retrieved April 10, 2017, from
https://www.wired.com/insights/2014/07/evoluti on-internet-impact retail-
spaces/
Rachna, & Singh, P. (2013). Issues and Challenges of Electronic Payment Systems.
International Journal for Research in Management and Pharmacy, 2(9), 25–
30. Retrieved from http://raijmr.com/wpcontent/uploads/2014/02/3_25-30-
Rachna-etal..pdf
Santos, M. (2016). 534 New Islands in the Philippines - PSST! PH. Retrieved April 3,
2017, From http://www.psst.ph/534-new-islandsin-the-philippines/
Cited Literature
Appendices
Cited Literature
Curriculum Vitae