1. Thesis Title: “Problems encountered in E-Banking in the Selected Banks in Quezon City:An Assessment” Submitted by: BSBA- Banking and Finance (Student) Acaso, Maribeth Cabudoy, Eva M. Monilla, Nordeliza M. Naval, Arnel Submitted to: Dr. John Ortiz Teope

2. 1.2 Conceptual Framework Conceptual framework discussed the flow of the study to be taken. The study used the system approach. The system of three (3) frames is composed of input which went through the process of operation and emerged as the output.

3. The input contains the leading variables regarding e-banking users. It includes the profile of the respondents such as age, gender, status and occupation. Also the self evaluation based on their perception about e-banking and the problems they encounter while doing e-bank. The second frame contains the method and procedures to be used to gather information and analyze those variables by making survey questionnaire, conducting unstructured interview, research, and the use of statistical tools.

4. The third frame is the output. It contains the arrived conclusions based on the results of survey and interview. It also contains the policy recommendations that the researchers suggested for precautionary measures to avoid such problems and the necessary actions to take if they encounter any problems while doing transactions in e-banking. The arrows include the workflow of information in the research process. The feedback loop connects the output to the process involved as well as to the input. It made the system continuous.

5. CHAPTER IIIResearch MethodologyThis chapter will discuss the design and procedures to be undertake in the conduct of our study. It presented the research design, population and sampling technique, respondent of the study, instruments used, and statistical treatment of data.

6. 3.1 Research DesignThe research design of our study utilized the descriptive method which is designed of us to gather information about the present existing conditions needed in the chosen field of the study. We use a survey study to measure the existing problem.As used in this research, gathered and treated are data on bank customers profile such as age, gender, status, and occupation. The self-evaluation of respondents with regards to the problems they encounter while doing e-bank. We also have prepared an interview to the management of the bank in order us to have information regarding with the security measures they implemented to make sure that their clients transactions are safe and secure.

7. 3.2 Population and Sampling TechniqueThe researchers select a few banks in Quezon City since it is dominated by small and medium entrepreneurs. The respondents covered in this research work are the bank customers and the top management of the bank such as BPI, Land Bank of the Philippines, and PSBank. A sample is made for the purpose of obtaining data for the research work. The sampling procedure is based on stratified random sampling. This procedure is used to select independent samples from a number of subpopulation, group or strata within the population.

8. 3.3 Respondents of the StudyThe researchers will gather information from bank customers of selected banks in Quezon City. The population under consideration in this study includes every target and accessible bank customers of BPI (Bank of Philippine Islands), Land Bank of the Philippines, and PSBank.

9. 3.4 Instruments UsedIn this study, the instruments to be use are questionnaires, which are necessity for descriptive method. The contents of the questionnaires were designed to collect relevant information needed for the research from respondents. Two (2) questionnaires were made; the first questionnaire contains questions for the bank customers (external environment) for the information needed, which divided into two parts. The first part concentrated on the profile of the respondents. The second part pertained to self-evaluation based on their perceptions about e-banking and the problems they encounter in e-banking. While the other was for the bank management (internal environment) for the information needed about their security measures that are being implemented, and how they attend clients complain regarding with the problems.

10. 3.5 Statistical Treatment of DataThe data to be collected in this study will organize and classified based on the research design and the problems formulated. The data will be coded, tallied and tabulated to facilitate the presentation and interpretation of results using the following: 1. Frequency and PercentageThe percentage and frequency distributions will be used to classify the respondents according to personal background variables such as age, gender, status, occupation, and the estimated monthly income. The frequency also presents the actual response of the respondents to a specific question or item in the questionnaire.

11. On the other hand, the percentage of that item will be computed by dividing it with the sample total number of respondents who participates in the survey. The formula used in the application of this technique is: %= (f/n) x 100 Where: %= percentage f= frequency n= total sample

12. 2. RankingThis is a descriptive measure to describe numerical data in addition to percentage. Ranking is used in the study for comparative purpose and for sharing the importance of items analyzed.3. Weighted MeanAnother statistical technique to be used is the weighted mean. It is use to determine the average responses of the different options provided in the various parts of the survey questionnaire used. The method is used in conjunction with the Likert Scale. It is solved by the formula: X= ∑ fx / n Where: X = weighted mean ∑ fx = the sum of all the products of f and x, f being the frequency of each weight and x as the weight of each operation n= total number of respondents

13. 4. Chi- squareIt is used to determine the significant differences between the perceptions of the respondents. The values of chi- square or a given distributions are computed by 4.1 Findings the difference in between each observed value and the corresponding expected value;4.2 Expressing the square of the differences as a fraction of the expected value; and4.3 Summing

14. Thus, the formula used for computing the chi- square values is presented below:= Where: observed frequency expected frequency

15. The computation for the degree of freedom is necessary in order to obtain the critical value (P). The formula is: df= (r-1)(k-1)Where:r = number of rowsk = number of columnsdf = degree of freedom HypothesisHo = there is no significant variation between the obtain/actual and expected frequenciesHa = There is a significant variation between the obtain/actual and expected frequenciesWhere:Ho = Stands for Null HypothesisHa = Stands for Alternative Hypothesis.