The Role of Digitalization on Enhancing Performance of Universal Banks in Lipa City
Abstract
This study examines the effects of digitalization on the performance of universal banks in Lipa City. While digital transformation has been widely discussed in the banking sector, limited studies have explored the combined effects of digital culture, digital technologies, and digital skillsets on bank performance, particularly considering the mediating role of training. Specifically, the study investigates how digitalization influences banking performance and the extent to which training mediates this relationship. A descriptive-causal research design was employed, focusing on universal banks with multiple branches in Lipa City, Batangas. Data were collected from bank employees using an adapted survey questionnaire and were analyzed through mean, standard deviation, multiple regression, and the Baron and Kenny mediation analysis. The findings reveal that digitalization significantly affects banking performance, with digital technology and digital skillsets emerging as key predictors, while digital culture shows no significant effect. Training was found to partially mediate the relationship between digitalization and performance. These results highlight the importance of strengthening digital capabilities and enhancing training programs to improve overall bank performance. Based on the findings, the study recommends continuous upskilling programs, digital literacy initiatives, and sustained investment in modern banking technologies to further enhance efficiency, service delivery, and competitiveness.