International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Factors Affecting Customer Satisfaction on Mobile e-Wallet Services in the Municipality of San Isidro, Davao Oriental, Philippines

Author(s) Mr. Marjon Andalis Limot, Prof. Dr. Janessa G. Pilar
Country Philippines
Abstract Mobile e-wallets have transformed financial transactions in the Philippines, particularly in promoting financial inclusion in rural communities like San Isidro, Davao Oriental. This study aimed to determine the factors affecting customer satisfaction with mobile e-wallet services, including user’s profiles, usage patterns, satisfaction levels, and differences across socio-economic groups. A descriptive-correlational research design was employed, with data collected from 385 respondents using structured questionnaire, and analyzed through descriptive statistics, correlation analysis, and ANOVA. Findings revealed that most users are young (54% aged 18-24), female (63.4%), and low-income (53.3% earning below ₱5,000). Gcash emerged as the most widely used platform, with 150 daily users, while the most utilized features were cash-in/cash-out (78.44%), fund transfers (57.66%), and load purchases (55.32%), with advanced features minimally used. Overall satisfaction was very high, driven by ease of use, transaction efficiency, and accuracy, while visual design and security identified as the strongest predictors of satisfaction. Significant differences were found across age, income and duration of usage. The study concludes that usability, security, and reliability are key drivers of satisfactions, and highlights the need to enhance infrastructure, system reliability, and digital literacy to support broader adoption of mobile e-wallet services in rural communities.
Keywords Mobile e-wallet, customer satisfaction, financial inclusion, digital payments, Gcash, Davao Oriental.
Field Business Administration
Published In Volume 8, Issue 3, May-June 2026
Published On 2026-06-01
DOI https://doi.org/10.36948/ijfmr.2026.v08i03.79970
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E-ISSN 2582-2160
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