I.

INTRODUCTION
Banks act as mediators between depositors, who lend
money to the bank, and borrowers, who borrow money from
the bank.
Banks have existed since at least the 14th century. They
provide a safe place for consumers and business owners to
stow their cash and a source of loans for personal purchases
and business ventures. In turn, the banks use the cash that is
deposited to make loans and collect interest on them (Barone,
Anderson & Rathburn, 2023). Banking refers to the umbrella
of services provided by financial institutions, such as
accepting deposits and providing loans. Banking provides
essential financial services like depositing, lending, and asset
protection to support the economy (Razorpay, 2023).
Earlier customers of the bank need to visit their branch
bank leaving all their work behind and take a long queue to
withdraw, deposit, or transfer funds, and even for a small
inquiry. The digital banking system is not just like traditional
banking, with one click from anywhere at any time the
customer can all the types of banking transaction. Customers
of the banks started to prefer the digital banking system
instead of traditional banking as it is easy to use and saves
much time (Selvi, 2024). Additionally, traditional banking,
which involves in-person transactions at physical branches,
has been the conventional mode of banking for decades.
However, the advent of online digital banking has provided
customers with an alternative that offers greater convenience,
flexibility, and often lower costs. The shift from traditional to
digital banking has prompted a debate about which method
offers superior customer satisfaction, convenience, and
security (Gomber, Kauffman, Parker, & Weber, 2018).
With this, customer satisfaction, convenience, and
security are a critical factor in banking, influencing customer
retention, loyalty, and overall success. Studies have shown
that convenience, including ease of access to services and
user-friendly interfaces, significantly contributes to customer
satisfaction in digital banking. However, security remains a
concern for many users, particularly when it comes to online
transactions, which can be vulnerable to threats.
This research aims to explore the relationship between
customer satisfaction, convenience, and security in both
traditional and online digital banking services in Poblacion,
Salug, Zamboanga del Norte. By analyzing the experiences of
the respondents who have used traditionl and online banking
methods specifically teachers in Salug National High School
and Salug Cental School, this study seeks to identify which

1
factors are most influential in determining banking
preferences.

II. STATEMENT OF THE PROBLEM

This study aims to examine the relationship between
customer satisfaction, perceived convenience, and security in
traditional versus online digital banking services in Salug,
Zamboanga del Norte. It explores whether the accessibility of
online banking outweighs the personalized service and
security of traditional banking, providing insights into
customer preferences and satisfaction in the evolving financial
landscape, specifically for teachers in Salug National High
School and Salug Central School.

Specifically, this study sought to answer the following

questions:
1. What is the average level of users/customers using
traditional banking in terms of;
a) Satisfaction
b) convenience
c) security

2. What is the average level of the users/ customers using

online banking in terms of;
a) satisfaction
b) convenience
c) security

3. What is the relationship between customer satisfaction,

convenience, and security in influencing users' preferences for
traditional versus online banking services in Salug,
Zamboanga del Norte?

2
III. REVIEW OF RELATED LITERATURE AND STUDIES
TRADITIONAL BANKING
Customer Satisfaction
Many people claim that personalized service is a hallmark of
traditional banking. It involves tailoring products and services
to individual customer needs and preferences. Studies have
consistently shown that customers value personalized
interactions and feel more appreciated when they are treated
as unique individuals. For example, a study by (McKinsey &
Company, 2021) found that customers who felt they were
well-understood and valued were more likely to be satisfied
with their banking relationship.
Trust and reliability are essential for building long-lasting
relationships with customers. Traditional banks often have a
reputation for stability and security, which can be a significant
advantage over newer, less established financial institutions.
Studies have demonstrated that customers are more likely to
choose and remain loyal to banks that they perceive as
trustworthy and reliable. For instance, a study by (Deloitte,
2023.) found that customers were more likely to recommend a
bank to others if they believed it was trustworthy and had a
strong reputation.
But also, community involvement is another important factor
in customer satisfaction. By participating in local initiatives
and supporting community causes, traditional banks can
strengthen their ties with customers and build a positive
reputation. Studies have shown that customers are more likely
to be satisfied with a bank that is seen as a positive
contributor to the community. Customers were more likely to
choose a bank that was involved in local charitable
organizations. (Monferrer, Moliner, Estrada, 2019)

Convenience
It is often said that physical branches have served as the
primary touchpoint between banks and customers for
centuries. They offer a tangible, personalized experience,
providing a sense of trust and security. Studies have
consistently highlighted the importance of physical branches
in building customer relationships and providing
comprehensive financial advice. For instance, (The Economist,
2022.) found that customers value the ability to interact face-
to-face with bank representatives for complex transactions
and financial planning.

3
The proliferation of smartphones and internet connectivity has
accelerated the adoption of digital banking channels. Online
banking, mobile banking, and internet banking have become
essential tools for customers to manage their finances
conveniently and efficiently. Studies have demonstrated the
increasing preference for digital channels among younger
demographics, who are more comfortable with technology.
(Accenture, 2020.) found that digital banking has led to
improved customer satisfaction and loyalty due to its
convenience and accessibility.

In addition, ATM networks have played a crucial role in

providing 24/7 access to banking services. They offer
convenience for customers, allowing them to withdraw cash,
check balances, and perform other basic transactions without
visiting a branch. Studies have shown that ATMs are
particularly valuable for customers in remote areas or during
non-business hours. (FasterCapital, 2024) emphasized the
importance of ATM networks in supporting the financial
inclusion of underserved populations.

Security
Firstly, traditional banks operate within a complex regulatory
framework designed to protect consumers and maintain
financial stability. Adherence to these regulations is essential
for preserving the trust and confidence of customers. Studies
have highlighted the significance of regulatory compliance in
ensuring the security of banking operations. For instance, the
Basel Committee on Banking Supervision has issued
comprehensive guidelines on capital adequacy, operational
risk management, and cybersecurity, providing a framework
for banks to strengthen their security measures (Basel
Committee on Banking Supervision, 2023).
Furthermore, traditional banks have enhanced security by
adopting advanced technologies to combat cyber threats.
Common measures include biometric authentication (e.g.,
fingerprint and facial recognition) to prevent unauthorized
access, encryption to protect sensitive data by scrambling it,
and tokenization, which replaces sensitive information with
unique tokens, minimizing the risk of data breaches (NIST,
2020).
The advantages of artificial intelligence (AI) and
machine learning (ML) are becoming vital in banking security.
AI systems detect unusual transaction patterns and potential
fraud, while ML algorithms learn from historical data to

4
improve their ability to identify and prevent security breaches
in real time (McKinsey & Company, 2019).
Nowadays, banks can implement advanced security
measures, it is equally important to educate customers about
the risks of cybercrime and how to protect themselves.
Studies have shown that a well-informed customer base can
significantly reduce the likelihood of successful attacks. Banks
can provide educational resources, such as online tutorials,
webinars, and in-branch workshops, to help customers
understand the importance of strong passwords, avoiding
phishing scams, and recognizing signs of fraudulent activity
(Federal Trade Commission, 2023).

ONLINE BANKING
Customer Satisfaction
It is often said that customer satisfaction in banking is often
linked to service quality. According to Parasuraman et al.
(2020), service quality dimensions—tangibles, reliability,
responsiveness, assurance, and empathy—play a crucial role
in determining overall satisfaction. Research indicates that
online banking platforms tend to excel in dimensions such as
responsiveness and reliability due to their automated systems
and 24/7 availability. For instance, a study by Ayo et al. (2022)
found that 88.6% of online banking users reported high
satisfaction levels attributed to the speed and efficiency of
transactions.

Conversely, traditional banks are often praised for their

personalized services. Many customers appreciate face-to-
face interactions when dealing with complex financial
products or issues. A study by Al-Hawari et al. (2019)
highlighted that customers who engage with bank staff tend
to report higher satisfaction levels due to the human element
involved in service delivery. This suggests that while online
banking offers efficiency, traditional banking may cater better
to those who value personal relationships.

These days recent trends indicate a growing acceptance of

online banking among younger demographics who prioritize
convenience and technology integration. However, older
customers may still prefer traditional banking due to
familiarity and comfort with in-person interactions (Lai & Li,
2020). This demographic divide underscores the need for

5
banks to tailor their services according to customer
preferences.

Convenience
One of the most significant advantages of online banking is its
accessibility. Customers can conduct transactions at any time
and from anywhere without the constraints of bank hours or
physical locations. A study by KPMG (2020) found that 70% of
consumers prefer online banking for its convenience,
particularly for routine transactions such as bill payments and
fund transfers.
In addition, online banking significantly reduces transaction
times compared to traditional methods. Customers no longer
need to wait in long queues or fill out extensive paperwork;
many processes can be completed within minutes via mobile
apps or websites (Gonzalez et al., 2021). This efficiency is
especially appealing to busy professionals and tech-savvy
individuals who prioritize quick access to financial services.
While traditional banks provide valuable face-to-face
interactions, they often lack the flexibility that many modern
consumers desire. For example, customers may find it
inconvenient to visit a branch during working hours or may
face challenges when seeking immediate assistance outside
regular business hours (Sathye, 2024). As a result, many
consumers are gravitating towards online alternatives that
offer greater flexibility.

Security

These days security remains a paramount concern for

consumers when choosing between traditional and online
banking options. Traditional banks benefit from long-standing
reputations and physical security measures that instill
confidence among customers. According to a survey by PwC
(2021), 65% of respondents cited security concerns as a
primary reason for preferring traditional banking methods.
On the other hand, online banks employ advanced
cybersecurity protocols such as encryption, two-factor
authentication, and biometric verification to protect customer
data. Despite these measures, concerns about cyber threats
persist among users (Hernandez & Mendez, 2022). A study

6
found that 45% of respondents expressed anxiety over
potential data breaches when using online banking services.
Nevertheless, the challenge lies in balancing security with
convenience; while traditional banks may offer perceived
safety through physical presence, they can be less agile in
responding to emerging cybersecurity threats compared to
their online counterparts (Choudhury & Samanta, 2020). As
both sectors evolve, it is crucial for banks to enhance their
security measures while maintaining user-friendly interfaces.

7
IV. RESEARCH METHODOLOGY
This section of the study clearly defined the research
methods, procedures, techniques, and sources of data that
helped the researchers in data gathering. It included the
Research Design, Research Environment,
Respondents/Sampling of the Study, Data Gathering
Procedure, Data Analysis Procedure, and Ethical
Considerations.

A. Research Design
The study employed a comparative and correlational
quantitative research design to explore the relationship
between customer satisfaction, convenience, and security in
traditional versus online digital banking services in Salug,
Zamboanga del Norte. The comparative aspect of the study
involved evaluating the differences in satisfaction,
convenience, and security between the two banking methods,
while the correlational aspect aimed to determine how these
factors related to each other in influencing overall customer
preferences, specifically for the teachers in Salug National
High School and Salug Central School. This approach allowed
for a systematic comparison of the experiences of customers
who had used both or either the traditional and online
banking, providing insights into which method was more
favorable in the evolving financial landscape.

B. Research Environment
The research was conducted in Salug, Zamboanga del
Norte, specifically involving teachers in Salug National High
School and Salug Central School, where respondents had
access to both or either traditional and online digital banking
services. This setting provided a relevant context for
examining the usage patterns and preferences of individuals
who could choose between the two types of banking services.

C. Respondents of the Study/ Sampling

The study involved a total of 128 teachers, comprising 85
from Salug National High School and 43 from Salug Central
School. A stratified sampling method was employed to ensure

8
proportional representation from both groups. From this, 97
respondents were selected, representing 64 participants from
Salug National High School (66.40%) and 33 participants from
Salug Central School (33.60%). This method ensured a
balanced and representative sample for meaningful data
collection and analysis.

D. Data Gathering/Collection
The process of data gathering involved selecting
participants who had experience using both or either the
traditional and online banking services in Salug, Zamboanga
del Norte, specifically teachers from Salug National High
School and Salug Central School, and who met the study’s
inclusion criteria. These individuals were invited to participate,
ensuring a diverse sample from different age groups and
backgrounds. Before participation, all respondents were
informed about the study’s objectives, procedures, and their
rights, and informed consent was obtained from each
participant. The survey was then conducted with structured
questions designed to measure customer satisfaction,
convenience, and security across both traditional and online
banking services. Participants completed the survey at their
own pace and data collection was completed within one week.
This format/method facilitated quick access and organization
of the collected data for analysis.

E. Data Analysis
The collected data was analyzed using the statistical
method of ANOVA (Analysis of Variance), which was
appropriate given the study’s focus on three variables:
satisfaction, convenience, and security. ANOVA allowed for the
comparison of means across the different banking services,
providing insights into which method performed better in each
of the measured aspects.

F. Ethical Considerations
The study adhered to ethical guidelines to ensure the rights
and well-being of participants were protected. Informed
consent was obtained from all respondents, clearly explaining
the purpose of the research, their role, and their right to
withdraw at any time. Respect for participants was maintained
by ensuring confidentiality and anonymity of their responses.
Participation was entirely voluntary, and the study strived for

9
objectivity, integrity, and transparency throughout the
research process.

10
V. RESULTS AND DISCUSSION
The results of the study discussed the relationship
between customer satisfaction, convenience, and security in
both traditional and online digital banking services in
Poblacion, Salug, Zamboanga del Norte. By analyzing the
experiences of the respondents who have used traditional and
online banking methods specifically teachers in Salug National
High School and Salug Cental School by identifying which
factors are most influential in determining banking
preferences.

Results for teachers in Salug National High School

using either the Traditional and Online Banking method
Statement 1. Customer service is satisfactory.

Statement 1
Strongly Disagree Disagree Neutral Agree Stongly Agree

11%

26%

63%

Graph 1: Result using Traditional Banking Method

The graph shows that 63 percent of the respondents
answered Agree, 26 percent answered Strongly Agree and 11
percent selected Neutral, showing a clear tendency towards
agreement, with a small portion remaining neutral.

11
STATEMENT 1
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%3%
3%

31%

61%

Graph 2: Result using Online Banking Method

The graph shows that 61 percent of the respondents
selected Agree, while 30 percent chose Strongly Agree, and
only a small portion, 3 percent, chose Disagree, Neutral, or
Strongly Disagree, indicating a relatively positive response
overall.

STATEMENT 1
Strongly Disagree Disagree Neutral Agree Stongly Agree

17% 17%

Graph 3: Result using both Traditional and Online Banking

Methods
According to the graph,
67% 67 percent of the participants
agreed with the statement, 17 percent strongly disagreed,
and 16 percent remained neutral, showing a split opinion on
the matter.

12
Statement 2. The online banking platform is user-friendly and
straightforward.

sTATEMENT 2
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%
16%

47%
Graph 1: Result
32%
using Traditional Banking Method
The chart illustrates that 47 percent of the respondents
chose Neutral, while 32 percent expressed agreement by
selecting Agree, 16 percent strongly agreed, and 5 percent
disagreed, suggesting a mixed response with a lean toward
neutrality.

STATEMENT 2
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%
6%

28%

Graph 2: Result using Online Banking Method

From the graph, it is evident
64% that 64 percent of
individuals answered Agree, 28 percent selected Strongly
Agree, 5 percent were neutral, and 3 percent strongly
disagreed, demonstrating a predominantly positive response.

13
STATEMENT 2
Strongly Disagree Disagree Neutral Agree Stongly Agree

17%

33%

50%

Graph 3: Result using both Traditional and Online Banking

Methods
The chart shows that half of the respondents, 50 percent,
chose Agree, while 33 percent strongly agreed, and 17
percent selected Neutral, indicating a clear trend towards
agreement but with a notable percentage remaining neutral.

14
Statement 3. Services provided by the bank are reliable and
efficient.

STATEMENT 3
Strongly Disagree Disagree Neutral Agree Stongly Agree

42%

58%

Graph 1: Result using Traditional Banking Method

As shown in the chart, 58 percent of participants
responded with Agree, and 42 percent strongly agreed,
highlighting a strong consensus in favor of the statement.

STATEMENT 3
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%3%

36%

Graph 2: Result using Online Banking

58%
Method
According to the chart, 58 percent of respondents
answered Agree, 36 percent chose Strongly Agree, 3 percent
selected Neutral, and another 3 percent strongly disagreed,
reflecting a largely positive but slightly divided response.

15
STATEMENT 3
Strongly Disagree Disagree Neutral Agree Stongly Agree

17%

50%

33%

Graph 3: Result using both Traditional and Online Banking

Methods
The chart shows that 50 percent of participants strongly
agreed, 33 percent agreed, and 17 percent disagreed,
revealing a largely positive but with some disagreement.

16
Statement 4. Handling transactions is convenient to anywhere I
go.

STATEMENT 4
Strongly Disagree Disagree Neutral Agree Stongly Agree

11%

32%

58%

Graph 1: Result using Traditional Banking Method

The chart indicates that 58 percent of respondents
selected Agree, 32 percent selected Strongly Agree, and 10
percent chose Neutral, suggesting that a majority of
participants were in agreement with the statement.

STATEMENT 4
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%

47%

50%

Graph 2: Result using Online Banking Method

Based on the chart, 50 percent of the respondents
answered "Agree," 47 percent selected "Strongly Agree," and

17
3 percent strongly disagreed, demonstrating a high level of
STATEMENT 4
agreement with the statement.
Strongly Disagree Disagree Neutral Agree Stongly Agree

33%

67%

Graph 3: Result using both Traditional and Online Banking

Methods
The chart presents that 67 percent of the individuals
answered Agree, while 33 percent selected Strongly Agree,
indicating a strong majority in favor of the statement.

18
Statement 5. Security issues (e.g., phishing, unauthorized
transactions) are frequently experienced.

STATEMENT 5
Strongly Disagree Disagree Neutral Agree Stongly Agree

32%

42%

Graph 1: Result using Traditional

16% Banking Method

11%
According to the chart, 42 percent of participants selected
Agree, 32 percent strongly disagreed, 16 percent disagreed,
and 10 percent remained neutral, showing a mix of
disagreement and neutrality.

STATEMENT 5
Strongly Disagree Disagree Neutral Agree Stongly Agree

3% 6%

19%
31%

Graph 2: Result using Online Banking Method

The chart reveals that42%42 percent of respondents
answered "Neutral," 31 percent chose "Agree," 19 percent
disagreed, 5 percent strongly disagreed, and 3 percent
strongly agreed, indicating a diverse range of responses.

19
STATEMENT 5
Strongly Disagree Disagree Neutral Agree Stongly Agree

20%

60% 20%

Graph 3: Result using both Traditional and Online Banking

Methods
From the chart, it is clear that 60 percent of respondents
answered Agree, 20 percent selected Strongly Agree, and 20
percent disagreed, showing a somewhat polarized response
but with a majority agreement.

20
Statement 6. There are concerns about the safety of information
when using online banking.

STATEMENT 6
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%
16%

26%

Graph 1: Result using Traditional Banking Method

The chart shows that53%
53 percent of participants answered
Agree, 26 percent selected Neutral, 16 percent strongly
agreed, and 5 percent disagreed, suggesting that most
respondents agreed, though a significant portion was neutral.

STATEMENT 6
Strongly Disagree Disagree Neutral Agree Stongly Agree

6%
14% 3%

31%

Graph 2: Result using Online Banking Method

The chart reveals that 47 percent of respondents answered
47%
Agree, 31 percent selected Neutral, 14 percent chose Strongly
agree, 5 percent answered Strongly disagree, and 3 percent
selected Disagree, indicating a generally positive response
with a considerable portion undecided.

21
STATEMENT 6
Strongly Disagree Disagree Neutral Agree Stongly Agree

17%

33%

50%

Graph 3: Result using both Traditional and Online Banking

Methods
The chart shows that 50 percent of respondents answered
Agree, 33 percent selected Strongly agree, and 17 percent
chose Disagree, suggesting that the majority were in
agreement, with a smaller portion expressing disagreement.

22
Statement 7. It is convenient for the bank branch during its
operating hours.

STATEMENT 7
Strongly Disagree Disagree Neutral Agree Stongly Agree

16%
21%

63%

Graph 1: Result using Traditional Banking Method

According to the chart, 63 percent of respondents answered
Agree, 21 percent selected Strongly agree, and 16 percent
chose Neutral, showing that a majority of respondents were in
agreement, with a smaller proportion strongly endorsing the
statement.

STATEMENT 7
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%
8%

31%

Graph 2: Result using Online Banking Method

The chart shows that 58 percent of respondents answered
Agree, 31 percent selected Strongly58% agree, 8 percent chose

Neutral, and 3 percent for Strongly Disagree, indicating that

while there is a high level of agreement, a portion still
disagrees with the statement.

23
STATEMENT 7
Strongly Disagree Disagree Neutral Agree Stongly Agree

17%

33%

Graph 3: Result using both Traditional and Online Banking

Methods
50%

The chart shows that 50 percent of respondents

answered Agree, 33 percent selected Strongly agree, and 17
percent chose Disagree, indicating that while there is a high
level of agreement, a portion still disagrees with the
statement.

24
Statement 8. It saves time when handling transactions.

STATEMENT 8
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%

37%

Graph 1: Result58%using Traditional Banking Method

The chart shows that 58 percent of respondents answered
Agree, 37 percent selected Neutral, and 5 percent chose
Strongly agree, suggesting that most respondents are
undecided or agree, with a small proportion expressing strong
agreement.

STATEMENT 8
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%
6%

53% 39%

Graph 2: Result using Online Banking Method

The chart reveals that 53 percent of respondents
answered Strongly agree, 39 percent answered Agree, 5
percent chose Neutral, and 3 percent selected "Strongly
disagree," highlighting strong support for the statement, with
only a small fraction of disagreement.

25
STATEMENT 8
Strongly Disagree Disagree Neutral Agree Stongly Agree

50% 50%

Graph 3: Result using both Traditional and Online Banking

Methods
The chart indicates that 50 percent of respondents
answered Strongly agree, and 50 percent answered Agree,
demonstrating unanimous agreement, with no respondents
selecting Neutral or any disagreement.

26
Statement 9. The security measures, such as encryption and
authentication, are trusted to protect finances.

STATEMENT 9
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%

21% 11%

Graph 1: Result using Traditional Banking Method

The chart shows that 63 percent of respondents answered
"Agree," 21 percent selected 63% "Strongly agree," 11 percent
chose "Neutral," and 5 percent answered "Disagree,"
reflecting an overall positive reception with some neutral and
dissenting views.

STATEMENT 9
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%3%

22%

Graph 2: Result using Online Banking Method

The chart shows that 72 percent of respondents answered
Agree, 22 percent selected Strongly
72%
agree, 3 percent
answered Disagree, and 3 percent selected Strongly disagree,
demonstrating overwhelming support for the statement with
only a minor portion of dissent.

27
STATEMENT 9
Strongly Disagree Disagree Neutral Agree Stongly Agree

17%

50%

33%

Graph 3: Result using both Traditional and Online Banking

Methods
The chart reveals that 50 percent of respondents
answered Strongly agree, 33 percent answered Agree, and 17
percent selected Disagree, indicating a strong endorsement
with some disagreement.

28
Statement 10. The location of bank branches is easily accessible.

STATEMENT 10
Strongly Disagree Disagree Neutral Agree Stongly Agree

21%

32%

Graph 1: Result using Traditional Banking Method

The chart shows that 47 percent of respondents answered
Agree, 32 percent selected 47%
Neutral, and 21 percent answered
Strongly agree, highlighting a balanced opinion with strong
agreement and many respondents remaining neutral.

STATEMENT 10
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%
8%

31%

Graph 2: Result using Online Banking Method

The chart shows that 58 percent of respondents answered
Agree, 31 percent selected Strongly 58% agree, 8 percent chose

"Neutral," and 3 percent answered Disagree, indicating a

strong positive response with a few dissenters.

29
STATEMENT 10
Strongly Disagree Disagree Neutral Agree Stongly Agree

17%

50% 17%

Graph 3: Result using both Traditional and Online Banking

Methods
17%
According to the chart, 50 percent of respondents
answered Strongly agree, 17 percent selected Neutral, 17
percent chose Disagree, and 16 percent selected Strongly
disagree, reflecting a mix of strong endorsement and
disagreement.

30
Statement 11. Performing transactions using this banking method
provides a sense of security.

STATEMENT 11
Strongly Disagree Disagree Neutral Agree Stongly Agree

16%
21%

Graph 1: Result using Traditional Banking Method

The chart reveals that 63 percent of respondents
answered Agree, 21 percent selected
63% Strongly agree and 16
percent chose Neutral, showing that the majority favored the
statement with some respondents remaining neutral.

STATEMENT 11
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%3%

22%
14%

Graph 2: Result using Online Banking Method

The chart shows that 58 percent of respondents answered
Agree, 22 percent selected Strongly agree, 14 percent chose
58%
Neutral, 3 percent answered Disagree, and 3 percent selected
Strongly disagree, demonstrating strong support with a small
amount of dissent.

31
STATEMENT 11
Strongly Disagree Disagree Neutral Agree Stongly Agree

17%

50%

33%

Graph 3: Result using both Traditional and Online Banking

Methods
According to the chart, 50 percent of respondents
answered Strongly agree, 33 percent selected Agree, and 17
percent chose Neutral, suggesting a majority in favor of the
statement with a few undecided responses.

32
Statement 12. Trust in the staff to protect personal information is
high.

STATEMENT 12
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%
16% 5%

Graph 1: Result using Traditional Banking Method

The chart reveals that 74 percent of respondents
answered "Agree," 16 percent74%selected "Strongly agree," 5
percent chose "Neutral," and 5 percent selected "Strongly
disagree," showing overwhelming agreement with a minor
portion in opposition.

STATEMENT 12
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%
11%

28%

Graph 2: Result using Online Banking Method

The chart shows that 58 percent of respondents answered
58%
"Agree," 28 percent selected "Strongly agree," 11 percent
chose "Neutral," and 3 percent selected "Strongly disagree,"
reflecting widespread support but some dissenting views.

33
STATEMENT 12
Strongly Disagree Disagree Neutral Agree Stongly Agree

17%

33%

17%

33%

Graph 3: Result using both Traditional and Online Banking

Methods
The chart shows that 33 percent of respondents selected
"Strongly agree," 33 percent answered "Agree," 17 percent
chose "Neutral," and 17 percent answered "Disagree,"
demonstrating an even distribution of support and
disagreement.

34
Statement 13. Staff treatment in traditional banking is dependable
and professional.

STATEMENT 13
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%

21% 11%

Graph 1: Result using Traditional Banking Method

The chart indicates that 63 percent of respondents
answered "Agree," 21 percent 63%selected "Strongly agree," 11
percent chose "Neutral," and 5 percent answered "Disagree,"
showing a high level of agreement with some neutrality and
dissent.

STATEMENT 13
Strongly Disagree Disagree Neutral Agree Stongly Agree

14%

31%

Graph 2: Result using Online Banking Method

The chart shows that 55 percent
56% of respondents answered

"Agree," 31 percent selected "Strongly agree," and 14 percent

chose "Neutral," indicating that most respondents agreed with
the statement, with a few remaining uncertain.

35
STATEMENT 13
Strongly Disagree Disagree Neutral Agree Stongly Agree

17% 17%

Graph 3: Result using both Traditional and Online Banking

Methods
The chart reveals that
67% 67 percent of respondents
answered "Agree," 17 percent selected "Strongly agree," and
16 percent chose "Neutral," suggesting strong support for the
statement, with some remaining neutral.

36
Statement 14. Performing transactions is easier.

STATEMENT 14
Strongly Disagree Disagree Neutral Agree Stongly Agree

16% 16%

Graph 1: Result using Traditional Banking Method

The chart shows that 68 percent of respondents answered
"Agree," 16 percent selected "Neutral,"
68% and 16 percent chose
"Strongly agree," indicating a high level of agreement with a
balance of neutral and strong responses.

STATEMENT 14
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%3%
3%

36%

Graph 2: Result using Online Banking Method

The chart shows that 55 percent of 56%respondents answered

"Agree," 36 percent selected "Strongly agree," 3 percent

chose "Neutral," 3 percent answered "Disagree," and 3
percent selected "Strongly disagree," showing strong
agreement with a slight portion of disagreement.

37
STATEMENT 14
Strongly Disagree Disagree Neutral Agree Stongly Agree

17%

50%

33%

Graph 3: Result using both Traditional and Online Banking

Methods
According to the chart, 50 percent of respondents
answered "Strongly agree," 33 percent answered "Agree," and
17 percent selected "Neutral," reflecting a strong consensus
with a small portion of neutral responses.

Statement 15. The bank's in-person security measures are trusted

to protect finances.

38
STATEMENT 15
Strongly Disagree Disagree Neutral Agree Stongly Agree

11%
16%

Graph 1: Result using Traditional Banking Method

The chart reveals that 74 percent of respondents
answered "Agree," 16 percent selected "Strongly agree," and
10 percent chose "Neutral," showing a significant majority in
favor with only a small portion uncertain.
74%

STATEMENT 15
Strongly Disagree Disagree Neutral Agree Stongly Agree

3%
11%

36%

Graph 2: Result using Online Banking Method

The chart shows that 50 percent of respondents answered
"Agree," 36 percent selected "Strongly agree," 11 percent
chose "Neutral," and 3 percent answered "Strongly disagree,"
suggesting widespread support with a50%minor portion of
disagreement.

39
STATEMENT 15
Strongly Disagree Disagree Neutral Agree Stongly Agree

17% 17%

17%

Graph 3: Result using both

50% Traditional and Online Banking
Methods
The chart shows that 50 percent of respondents answered
"Agree," 17 percent selected "Strongly agree," 17 percent
chose "Neutral," and 16 percent answered "Disagree,"
revealing a balanced response with a tendency towards
agreement.

40
Results for teachers in Salug Central School using
either the Traditional and Online Banking methods
Statement 1. Customer service is satisfactory.

statement 1
Strongly Disagree Disagree Neutral Agree Stongly Agree

16%
21%

5%

Graph 1: Result using Traditional Banking Method

The graph shows that 58 percent of respondents answered
"Agree," reflecting a majority
58%view in favor of the statement,

while 37 percent chose "Neutral," indicating a significant

portion of participants were unsure, and 5 percent selected
"Strongly Agree," showing strong support.

STATEMENT 1
Strongly Disagree Disagree Neutral Agree Stongly Agree

10%

30%

Graph 2: Result using Online Banking Method

According to the graph, 60 percent60%of participants selected
"Agree," showing a majority endorsement of the statement,
while 30 percent chose "Strongly Agree," emphasizing a

41
strong agreement, and 10 percent chose "Neutral,"
suggesting that a small portion of respondents were
undecided.

42
Statement 2. The online banking platform is user-friendly and
straightforward.

statement 2
Strongly Disagree Disagree Neutral Agree Stongly Agree

5% 5%

42%
47%
Graph 1: Result using Traditional Banking Method
The graph shows that 48 percent of respondents agreed with
the statement by selecting "Agree," while 42 percent chose
"Neutral," indicating a significant portion remained neutral, 5
percent strongly agreed, and another 5 percent disagreed,
reflecting a divided opinion on the matter.

STATEMENT 2
Strongly Disagree Disagree Neutral Agree Stongly Agree

10%

50%

Graph 2: Result using Online Banking

40% Method
The graph reveals that half of the respondents, 50 percent,
selected "Strongly Agree," indicating strong agreement, while
40 percent answered "Agree," and 10 percent chose "Neutral,"
showing that a majority of the respondents had a favorable
opinion, but some were less certain.

43
Statement 3. Services provided by the bank are reliable and
efficient.

statement 3
Strongly Disagree Disagree Neutral Agree Stongly Agree

16% 16%

Graph 1: Result using Traditional Banking Method

The graph demonstrates that 68 percent of respondents
agreed with the statement by68% answering "Agree," 16 percent
strongly agreed, reflecting a significant level of agreement,
and another 16 percent strongly disagreed, indicating a
notable portion of dissenting views.

STATEMENT 3
Strongly Disagree Disagree Neutral Agree Stongly Agree

10%
20%

Graph 2: Result using Online Banking Method

According to the graph, 70 percent of participants
70%
answered "Agree," showing a high level of agreement with the
statement, while 20 percent chose "Strongly Agree,"

44
indicating a more emphatic endorsement, and 10 percent
selected "Neutral," suggesting some level of uncertainty.
Statement 4. Handling transactions is convenient to anywhere I
go.

statement 4
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%

37%

58%

Graph 1: Result using Traditional Banking Method

The graph shows that 58 percent of respondents
answered "Agree," reflecting a majority view in favor of the
statement, while 37 percent chose "Neutral," indicating a
significant portion of participants were unsure, and 5 percent
selected "Strongly Agree," showing strong support.

STATEMENT 4
Strongly Disagree Disagree Neutral Agree Stongly Agree

50% 50%

Graph 2: Result using Online Banking Method

According to the graph, half of the respondents, 50
percent, answered "Strongly Agree," demonstrating a strong

45
endorsement of the statement, and another 50 percent
selected "Agree," showing a complete division between those
who strongly agreed and those who agreed, with no neutral or
dissenting responses.
Statement 5. Security issues (e.g., phishing, unauthorized
transactions) are frequently experienced.

statement 5
Strongly Disagree Disagree Neutral Agree Stongly Agree

21% 21%

26%
32%

Graph 1: Result using Traditional Banking Method

The graph illustrates that 32 percent of respondents
selected "Neutral," 26 percent answered "Disagree," 21
percent agreed by selecting "Agree," and 21 percent strongly
disagreed, revealing a clear division of opinion with no
dominant perspective.

STATEMENT 5
Strongly Disagree Disagree Neutral Agree Stongly Agree

10%

10%

40%

40%

Graph 2: Result using Online Banking Method

46
The graph reveals that 40 percent of respondents
answered "Agree," while another 40 percent selected
"Neutral," showing a clear split in opinion, with 10 percent
strongly disagreeing and another 10 percent disagreeing,
indicating that the statement had mixed responses.
Statement 6. There are concerns about the safety of information
when using online banking.
statement 6
Strongly Disagree Disagree Neutral Agree Stongly Agree

11% 11%

11%

21%
47%

Graph 1: Result using Traditional Banking Method

According to the graph, 47 percent of respondents agreed
with the statement by selecting "Agree," 21 percent were
neutral, 11 percent strongly agreed, another 11 percent
disagreed, and 10 percent strongly disagreed, showing a fairly
diverse range of responses with a slight tendency towards
agreement. STATEMENT 6
Strongly Disagree Disagree Neutral Agree Stongly Agree

10%

50%

40%

Graph 2: Result using Online Banking Method

47
The graph indicates that 50 percent of participants
answered "Agree," while 40 percent chose "Neutral,"
suggesting that a majority agreed with the statement but a
significant portion remained uncertain, and 10 percent
answered "Disagree," reflecting some disagreement.

48
Statement 7. It is convenient for the bank branch during its
operating hours.

statement 7
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%
16%

21%

Graph 1: Result58%using Traditional Banking Method

The graph shows that 58 percent of respondents
answered "Agree," indicating strong support for the
statement, 21 percent chose "Neutral," 16 percent selected
"Strongly Disagree," and 5 percent answered "Strongly
Agree," showing a varied range of opinions.

STATEMENT 7
Strongly Disagree Disagree Neutral Agree Stongly Agree

10%
20%

Graph 2: Result using Online Banking Method

According to the graph, 70 percent of respondents
answered "Agree," showing strong overall agreement, while
70%
20 percent selected "Neutral," indicating some uncertainty,
and 10 percent strongly agreed, suggesting a segment of
respondents were emphatically in favor.

49
Statement 8. It saves time when handling transactions.

statement 8
Strongly Disagree Disagree Neutral Agree Stongly Agree

11%
16%

42% 32%
Graph 1: Result using Traditional Banking Method
According to the graph, 70 percent of respondents
answered "Agree," showing strong overall agreement, while
20 percent selected "Neutral," indicating some uncertainty,
and 10 percent strongly agreed, suggesting a segment of
respondents were emphatically in favor.

STATEMENT 8
Strongly Disagree Disagree Neutral Agree Stongly Agree

50% 50%

Graph 2: Result using Online Banking Method

The graph shows that 50 percent of respondents strongly
agreed with the statement, while the other 50 percent agreed,
demonstrating an equal split between those who strongly
endorsed and those who simply agreed, without any neutral or
dissenting responses.

50
Statement 9. The security measures, such as encryption and
authentication, are trusted to protect finances.

STATEMENT 9
Strongly Disagree Disagree Neutral Agree Stongly Agree

16% 16%

16%

Graph 1: Result using Traditional Banking Method

According to the53%graph, 52 percent of participants
selected "Agree," while 16 percent strongly agreed, another
16 percent chose "Neutral," and 16 percent selected "Strongly
Disagree," suggesting a mixed range of responses, with a
majority still in favor but a notable amount of disagreement.

STATEMENT 9
Strongly Disagree Disagree Neutral Agree Stongly Agree

10%

40%

G
graph 2: Result using Online Banking Method
50%

The graph indicates that 50 percent of participants

answered "Agree," while 40 percent chose "Neutral,"
suggesting that a majority agreed with the statement but a

51
significant portion remained uncertain, and 10 percent
answered "Disagree," reflecting some disagreement.

Statement 10. The location of bank branches is easily accessible.

STATEMENT 10
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%
16%

21%

Graph 1: Result using Traditional Banking Method

58%
The graph shows that 58 percent of respondents answered
"Agree," indicating strong support for the statement, 21
percent chose "Neutral," 16 percent selected "Strongly
Disagree," and 5 percent answered "Strongly Agree," showing
a varied range of opinions.

STATEMENT 10
Strongly Disagree Disagree Neutral Agree Stongly Agree

30%

Graph 2: Result using Online Banking Method

The graph shows that 60 percent of70%respondents selected
"Agree," 30 percent answered "Strongly Agree," and 10
percent chose "Neutral," indicating a strong level of
agreement, with only a small percentage remaining neutral.

52
Statement 11. Performing transactions using this banking method
provides a sense of security.

STATEMENT 11
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%
16%

16%

Graph 1: Result using Traditional Banking Method

63%
According to the graph, 63 percent of respondents
answered "Agree," while 16 percent chose "Neutral," 11
percent selected "Strongly Disagree," 5 percent answered
"Disagree," and 5 percent answered "Strongly Agree,"
illustrating varied responses with a majority in favor.

STATEMENT 11
Strongly Disagree Disagree Neutral Agree Stongly Agree

20%

30%

50%

Graph 2: Result using Online Banking Method

According to the graph, 50 percent of respondents
selected "Agree," while 30 percent answered "Strongly
Agree," showing strong support for the statement, and 20
percent chose "Neutral," indicating some level of indecision or
lack of strong opinion.

53
Statement 12. Trust in the staff to protect personal information is
high.

STATEMENT 12
Strongly Disagree Disagree Neutral Agree Stongly Agree

5% 11%

5%

26%
53%
Graph 1: Result using Traditional Banking Method
The graph shows that 53 percent of respondents selected
"Agree," while 26 percent chose "Neutral," 11 percent strongly
disagreed, 5 percent disagreed, and another 5 percent
strongly agreed, demonstrating a diverse range of opinions,
with the majority agreeing with the statement.

STATEMENT 12
Strongly Disagree Disagree Neutral Agree Stongly Agree

20% 20%

Graph 2: Result using Online Banking Method

The graph indicates that 60 percent of respondents
selected "Agree," while 20 percent answered "Strongly
Agree," and another 20 percent
60% chose "Neutral," suggesting

54
that while there is strong support, a significant portion of
participants remain uncertain.

55
Statement 13. Staff treatment in traditional banking is dependable
and professional.

STATEMENT 13
Strongly Disagree Disagree Neutral Agree Stongly Agree

5% 11%

5%

16%

Graph 1: Result using Traditional Banking Method

63%
According to the graph, 63 percent of respondents
answered "Agree," while 16 percent chose "Neutral," 11
percent selected "Strongly Disagree," 5 percent answered
"Disagree," and 5 percent answered "Strongly Agree,"
illustrating varied responses with a majority in favor.

STATEMENT 13
Strongly Disagree Disagree Neutral Agree Stongly Agree

10%

30%

Graph 2: Result using Online Banking Method

The graph shows that 60 percent of respondents selected
"Agree," 30 percent answered "Strongly
60% Agree," and 10
percent chose "Neutral," indicating a strong level of
agreement, with only a small percentage remaining neutral.

56
Statement 14. Performing transactions is easier.

STATEMENT 14
Strongly Disagree Disagree Neutral Agree Stongly Agree

5%
16%

16%

Graph 1: Result using Traditional Banking Method

63%
The graph reveals that 63 percent of respondents
selected "Agree," 16 percent answered "Neutral," 16 percent
chose "Strongly Disagree," and 5 percent selected "Strongly
Agree," indicating a predominant level of agreement, but with
some notable opposition.

STATEMENT 14
Strongly Disagree Disagree Neutral Agree Stongly Agree

30%

70%

Graph 2: Result using Online Banking Method

The graph indicates that 70 percent of respondents
answered "Agree," 20 percent answered "Strongly Agree," and
10 percent selected "Neutral," showing a clear tendency
towards agreement, with a small portion remaining neutral.

57
Statement 15. The bank's in-person security measures are trusted
to protect finances.

STATEMENT 15
Strongly Disagree Disagree Neutral Agree Stongly Agree

11%
16%

16%

Graph 1: Result using Traditional Banking Method

The chart shows58%
that 58 percent answered Agree, 16
percent Neutral, 16 percent Strongly disagree, and 11 percent
Strongly agree.

STATEMENT 15
Strongly Disagree Disagree Neutral Agree Stongly Agree

10%
20%

Graph 2: Result using Online Banking Method

The chart shows that 70 percent answered Agree, 20
percent Strongly agree, and 10 percent
70% Neutral.

VI. CONCLUSION AND REC0MENDATION

58
Summary of Findings
The study found that customer satisfaction,
convenience, and security significantly impact teachers'
preferences for traditional or online banking in Salug,
Zamboanga del Norte. Traditional banking was appreciated for
its personalized service, trustworthiness, and in-person
security measures, which made it ideal for complex
transactions. However, its limited accessibility due to branch
hours and location constraints posed challenges. Online
banking, on the other hand, was favored for its convenience,
allowing transactions anytime and anywhere, along with faster
processing times. Despite this, concerns about cybersecurity
threats, such as phishing and unauthorized access, affected
user confidence in online platforms. Overall, while online
banking was preferred for its efficiency, traditional banking
retained its value for trust and personal interaction. These
findings highlight the trade-offs between the two methods in
terms of accessibility, efficiency, and perceived security.

Recommendations for Future Studies

To enhance the scope and applicability of future
research, it is recommended to expand the sample size to
include diverse demographic groups, such as students,
business owners, and retirees, to gain broader insights into
banking preferences. Future studies should also examine
hybrid banking models that combine the strengths of
traditional and online systems, such as digital banking
services offered within physical branches. Additionally,
conducting longitudinal studies could provide insights into
how technological advancements and changing customer
needs influence banking preferences over time. Exploring the
impact of emerging technologies, such as blockchain and
artificial intelligence, on customer satisfaction and security
would also be valuable. Finally, incorporating qualitative
methods, like interviews or focus groups, could offer deeper
insights into customer experiences and perceptions of both
banking methods.

59
VII. REFERENCES
Accenture, (2020). The Digital Transformation of Banking from
https://www.accenture.com/us-en/insights/digital-
transformation-index
Advanced Security Measures Citation: NIST, (2020). NIST
Cybersecurity Framework
https://www.nist.gov/cyberframework
Ayo, C.K., Adewoye, J.O., & Oni, A.A. (2022). The impact of e-
banking on customer satisfaction: A study of selected banks in
Nigeria. Journal of Internet Banking and Commerce.
https://www.scribbr.com/apa-examples/website/
Basel Committee on Banking Supervision, (2023). Basel III:
Finalizing the post-crisis reforms
https://www.bis.org/press/p231005.htm
Barone, Anderson & Rathburn (2023). How Banking Works,
Types of Banks, and How To Choose the Best Bank for You
https://www.investopedia.com/terms/b/bank.asp
Choudhury, T., & Samanta, S. (2020). Cybersecurity
challenges in digital banking: A review. Journal of Financial
Services Marketing.
https://www.easybib.com/guides/citation-guides/apa-
format/how-to-cite-a-website-apa/
Deloitte, (2023). Global Banking Trends 2023
https://www2.deloitte.com/content/dam/Deloitte/at/
Documents/financial-services/at-banking-capital-
markets-outlook-2023.pdf
FasterCapital, (2024). ATMs and Financial Inclusion: Bridging
the Banking Gap
https://www.atmmarketplace.com/
Federal Trade Commission. (2023). Data Security: A Guide for
Consumers
https://www.ftc.gov/business-guidance/privacy-security
Gomber, Kauffman, Parker, & Weber, (2018). On the Fintech
Revolution: Interpreting the Forces of Innovation, Disruption
and Transformation in Financial Services
https://papers.ssrn.com/sol3/papers.cfm?
abstract_id=3190052

60
Gonzalez, M., et al. (2021). The efficiency of online versus
traditional banking: A comparative analysis. International
Journal of Bank Marketing.
https://www.scribbr.com/citing-sources/cite-a-website/
Hernandez, J., & Mendez, D.A. (2022). Perceptions of
cybersecurity in online banking: A consumer perspective.
Journal of Cybersecurity Research.
https://www.researchgate.net/publication/
341215154_Customers'_Perception_of_Cybersecurity_Th
reats_Toward_e-
Banking_Adoption_and_Retention_A_Conceptual_Study
Journal of Cybersecurity Research.
https://apus.libanswers.com/writing/faq/228238
KPMG. (2020). Consumer attitudes towards digital banking.
KPMG Report.
https://www.citationmachine.net/apa/cite-a-website
Lai, Y.H., & Li, Y.C. (2020). Demographic differences in
preferences for traditional vs online banking. Journal of
Retailing and Consumer Services.
https://columbiacollege-ca.libguides.com/apa/websites
McKinsey & Company, (2021). The Future of Banking: A
Survey of Customer Preferences
https://www.mckinsey.com/industries/financial-
services/our-insights/the-future-of-banks-a-20-trillion-
dollar-breakup-opportunity
McKinsey & Company. (2019). The future of banking: How AI
is
transforming the industry
https://www.mckinsey.com/industries/financial-
services/our-insights/capturing-the-full-value-of-
generative-ai-in-banking
Monferrer, Moliner, Estrada. (2019). Increasing customer
loyalty through
customer engagement in the retail banking industry
https://www.emerald.com/insight/content/doi/10.1108/
SJME-07-2019-0042/full/pdf
PwC. (2021). Global Consumer Insights Survey. PwC Report.

61
https://libguides.css.edu/APA7thEd/Webpages

Razorpay(2023). What is Banking?

https://razorpay.com/blog/business-banking/all-about-
banking
Sathye, M. (2024). Adoption of Internet banking by Australian
consumers:
An empirical investigation. International Journal of Bank
Marketing.
https://apastyle.apa.org/style-grammar-guidelines/
references/examples/webpage-website-references
The Economist, (2022). Branch Banking: A Dying Breed?
https://www.economist.com/finance-and-economics/
2023/03/29/commercial-property-losses-will-add-to-banks-
woes

62
VIII. APPENDICES
a. Research Questionnaire

63
64
b. Rater’s Test

65
66
67
c. Reliability Test

d. Data Cleaning and Scatter Plot

Salug National High School Teachers using Traditional Banking
method

Chart Title
10

0
0 5 10 15 20 25

-2

-4
68
Salug National High School Teachers using Online Banking
method

Chart Title
16

14

12

10

0
0 5 10 15 20 25 30 35 40 45
-2

-4

69
Salug National High School Teachers using both Traditional
and Online Banking methods

Chart Title
16

14

12

10

0
0 1 2 3 4 5 6 7 8
-2

-4

Salug Central School Teachers using Traditional Banking

method

70
Chart Title
16

14

12

10

0
0 5 10 15 20 25
-2

-4

Salug Central School Teachers using Online Banking method

Chart Title
16

14

12

10

0
0 2 4 6 8 10 12 14
-2

-4

e. Documentary

71
Salug Central School teachers

72
Salug National High School teachers

73
74