Customer Survey Analysis (GCASH) PDF

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GROUP 1 (MW 1:30 - 3:00 PM)Apolinario, Ryan Avenido, Mishael Balagtas, Francis Ysabella Bautista, Jeallaine Berhay, Chara VinceANALYSIS AND INTERPRETATION OF DATARespondent DemographicsIllustration 1: Age of the RespondentsThe data shown above indicates that the respondents of this study are mostly ...

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GROUP 1 (MW 1:30 - 3:00 PM) Apolinario, Ryan Avenido, Mishael Balagtas, Francis Ysabella Bautista, Jeallaine Berhay, Chara Vince

ANALYSIS AND INTERPRETATION OF DATA Respondent Demographics

Illustration 1: Age of the Respondents The data shown above indicates that the respondents of this study are mostly Generation Zs with the majority being 20-year olds. These are thirty-five (35) respondents or 61.4% of the whole sample.

Illustration 2: Gender of the Respondents The data shown above indicates that the respondents of this study are mostly Generation Zs with the majority being 20-year olds. These are thirty-five (35) respondents or 61.4% of the whole sample.

FREQUENCY OF USE 1. How often do you use gcash?

Illustration 3: Frequency of Use Out of the fifty-seven (57) respondents of this survey, ten (10) or 17.5% always use GCash, fifteen (15) or 26.3% often use GCash, nineteen (19) or 33.3% sometimes use GCash, twelve (12) or 21.1% rarely use Gcash, while one (1) never uses GCash for online payment transactions. USES OF GCASH 2. What do you use Gcash for? Check all that apply.

Illustration 4. Respondents’ Online Transactions Operated by GCash Of all fifty-seven (57) respondents, it is indicated that the majority of the respondents use GCash for Load or Credit Purchases and Money Transfers with forty-seven (47) respondents or 82.5% and thirty-seven (37) respondents or 64.9% respectively. Other online transactions are Shopping Payments to which thirty (30) respondents or 52.6% use, Bills Payment to which sixteen (16) respondents use, and Savings to which nine (9) or 15.8% of the respondents use. In addition, three (3) of fifty-seven (57) respondents or 5.3% use Gcash for Insurance and Investments, one (1) respondent also uses Gcash for Gaming, while also one (1) of the respondents does not have GCash.

CUSTOMER PERCEPTION 3. How does Gcash compare to your expectations?

Illustration 5.Customer Perception The survey shows that GCash is within the expectations of 75.4% or forty-three (43) of the respondents while it exceeded the expectations of 21.1% or twelve (12) respondents and it is below the expectations of 3.5% or two (2) respondents. MARKET POSITION (in relation to its competitors) 4. How is Gcash compared to its competitors?

Illustration 6. Market Position in Comparison to its Competitors Thirty-two (32) respondents in this study claimed that GCash stands equally to its competitors. That is about 56.1% of the total respondents. Twenty-five (25) respondents or 43.9% of the respondents insisted that GCash is better than its competitors. Fortunately, no respondents have held the impression that Gcash performs worse than competing businesses in its market.

5. What features and functions can competing companies do better than Gcash? (Check all that apply)

Illustration 7. Market Position in comparison to its competitors’ features and functions. As shown above, respondents of the survey claim that competing companies can do better than Gcash. The quantitative data shows that of the total respondents, 29 or 50.9% claims that competing companies can give better promos, discounts, and rebates, 22 or 38.6% claims that competitors can give lower fees or transaction charges, 21 or 36.8% states that competitors in the market can give better banking and payment services. Though competitors can provide better features in terms of partner linkages, security services, transaction speed and user interface, less than half of the respondents conclude that GCash still takes the advantage of such features.

6. Why did you choose Gcash rather than a competitor’s? (Check all that apply)

Illustration 8. Market Position in comparison to its Competitors. Among its competitors in the market, GCash is favored by the majority of the respondents mostly

because of the speed of the transactions, the range of banking services and payment options, and the system provided by the application’s user interface. To quantify the data given above, the respective points mentioned were affirmed by the respondents with 63.2%, 47.4%, and 45.6% respectively.

KEY PRODUCT QUALITY DIMENSIONS 1. Performance

Illustration 9. Gcash Performance Chart The graph above shows the users’ ratings of the product’s performance based on the four (4) questions given. According to the results, their varying degrees of satisfaction lean towards agreeing with the statements, with the highest majority of 32 responses or 56.14% of the 57 respondents agreeing on the quickness and smoothness of payments and money transfers, with 14 users who strongly agree to this statement. There was 1 user who disagrees and thinks it is slow and not so seamless, 1 user who also strongly disagrees, and 9 users who were neutral. The second aspect was the user’s experience in transferring money to and from their accounts. It was agreed by 27 (47.37%) users that it was easy to do the transfers, with 19 users strongly agreeing to this statement. There were only 2 who disagreed, with 9 users who were neutral. Next, we have the third highest user score of 26 (45.61%) strongly agreeing to Gcash’s usability, with 20 more users agreeing with it. There were only 3 users who disagreed and 1 user who strongly disagreed, and 7 neutral responses. Lastly, 25 out of 57 respondents (43.86%) agreed to having a preference for using Gcash as a form of payment rather than other payment methods, with 16 respondents also agreeing to this statement. However, there were 3 respondents who disagreed and 1 respondent that strongly disagreed, with 12 respondents who were neutral to having Gcash as their preferred platform for payment. 2. Features

Illustration 10. Gcash Features Chart The illustration above shows the respondents’ satisfaction with the features that Gcash provides, one of which is offering valuable advantages (i.e. premium offers, rebates, discounts, and other promos) and providing

service beyond online payment (i.e. investing, savings). The results indicate that the majority of the respondents which composed 45.61% (26 out of 57 respondents) and 52.63% (30 out of 57 respondents) were neutral and satisfied with regards to the valuable advantages and services offered beyond online payment that can be beneficial to them, respectively. Meanwhile, 7% (7 out of 57 respondents) and 5% (3 out of 57 respondents) responded that the features provided by Gcash were not enough and their services are not beyond online payment which can be beneficial to the respondents.

3. Reliability

Illustration 11. Gcash Reliability Chart The chart above depicts the level of reliability that Gcash has among its users. For the first aspect, it garnered 1 response for Strongly Disagree, 3 responses for Disagree, 19 responses for Neutral, 19 responses for Agree and 15 responses for Strongly Disagree. The scores indicate that 59.65% (34 out of 57) of the total respondents generally agree to the product’s reliability in terms of using it for cashless payments in physical stores, while 33.33% are neutral, and 7% generally disagree with it. On the other hand, the second aspect resulted in the highest score of agreement, with 1 response for Strongly Disagree, none for Disagree, 7 responses for Neutral, 18 responses for Agree, and 31 responses for Strongly Agree. This indicates that 85.96% (49 out of 57) of the respondents are highly satisfied with the product’s feature that allows the user to be notified (either via email or text message) of their cash’s movements whenever they make a transaction. 4. Conformance

Illustration 12. GCash Conformance Chart This chart depicts GCash’s level of conformance to established standards pertaining to security and data privacy. 43.86% of the 57 respondents agree that GCash provides enough measures to protect their data and finances. Taking second place, strongly agree and neutral have the same number of responses (26.32% each). On the other hand, negative replies like disagree and strongly disagree take up a small percentage of the total number of responses with only 3.51% and 0% respectively....