Track: Case Studies

Abstract

The Philippines was considered to be one of the first few countries who have started the use of mobile money or simply digital payments. The country had an inconsistent development as they were starting with the technological field, so the government partnered with its related sectors in order to fully facilitate and promote the use of digital payments. Adjusting to this type of payment system may be difficult from the start, but as progress and development continues, people were able to manage all challenges experienced, which resulted in the sudden increase of usage in digital payments such as GCash, Paymaya, and Debit Card applications as these were considered to be the payment options that are widely used in the country in completing any transaction. In this study, the researchers aim to investigate which of the three (3) payment options are considered to be the most beneficial in terms of the factors of aesthetics, benefits/rewards, ease of use, loading convenience, range of transactions, security, and service fees by conducting an online survey to GCash, Paymaya, and Debit Card users in order to measure their customer satisfaction with the applications. The gathered data was used in the application of the Analytical Hierarchy Process, by using the software Expert Choice. The criteria weights and local weights acquired in using the software were used in calculating the global weight for each of the payment options in order to identify which is the best option among the three. Through the analysis of the related literature and gathered data, under the criteria used by the researchers, the factor of security was highly prioritized and considered by its users. Aside from that, Paymaya obtained the highest number of global weight in the calculations, being the best and most beneficial mobile application as a payment option in completing transactions in the Philippines, considering all factors mentioned, most especially the factor of security.