PREDICTORS OF ACCEPTABILITY OF DIGITAL MORTGAGE SERVICE OF UNIVERSAL BANKS IN THE PHILIPPINES: AN EMPIRICAL STUDY

Abstract

The transition to digitization of bank services is aimed at reducing costs, improving services, and increasing effectiveness and efficiency. This technological evolution has become a popular focus of many banks around the world. This quantitative study investigated the predictors of behavioural acceptability of bank’s digital mortgage service using a sample size of 250 respondents who are either current or prospective users of digital mortgage service. The results showed that age, education, technology experience of the mortgage clients moderate the impact of the three determinants: performance expectancy, effort expectancy and social influence on clients’ digital mortgage service acceptance.