Adoption of digitalization in the Philippine financial system: navigating the new normal

The main goal of this study is to underscore the importance of technology adoption in the digital world anchored on the Technology Acceptance Model (TAM). This research endeavor ought to determine the level of usefulness, perceived efficiency, customer satisfaction, confirmed efficiency, and behavioral intention to use digital transactions in the bank. Relationships among these variables will be explored as well. Correlation research design was used. 100 participants joined this research wherein majority are young (18 to 30 years old). Males and females are well-represented and most are single. Almost all have tried digital banking wherein most have been using digital banking in one to five years. They rated their experience as excellent. Reasons for non-usage were lack of awareness, security concerns and insufficient knowledge about technology. Most respondents use digital banking for money transfer, savings and bills payment. Participants have a high positive perception on variables related to digital bank transactions, most especially in terms of behavioral intention to use followed by perceived usefulness, ease of use, customer satisfaction, efficiency and lastly, perception on digital banking. It was found that to increase the behavioral intention that leads to actual usage of digital financial services and customer satisfaction, banks should continuously ensure to enhance ease of use, efficiency, and usefulness of digital financial platforms. Recommendations on resolving issues on the aforementioned issues were also discussed plus the recommendations to improve the validity, reliability and utility of this research were provided.