Effects of bank service quality and customer satisfaction on customer loyalty: Banks around De La Salle University

Date of Publication

2011

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Commerce Major in Management of Financial Institutions

Subject Categories

Finance and Financial Management

College

Ramon V. Del Rosario College of Business

Department/Unit

Financial Management

Thesis Adviser

Rene B. Betita

Defense Panel Chair

Rene B. Hapitan

Defense Panel Member

Ricarte Pinlac
Camille Concepcion

Abstract/Summary

Over the years, financial system in the Philippines has developed through continuous reform and deregulations. Due to intense competition, the major thing that distinguishes a bank among others is the standard of service they offer (Lasser et al., 2000 Yavas and Yasin, 2001, as cited in Dhandabani, 2010). This study aimed to find out whether bank customers are happy with he services provided to them. The five SERVQUAL dimensions on customer loyalty among at least 500 bank customers of the banks situated around De La Salle University (BDO, Metrobank, BPI, UCPB, Allied Bank, RCBC, China Bank, Union Bank, Security Bank and PNB), with customer satisfaction mediating these variables. The study also used a qualitative approach through interviews to satisfy the objective of determining the motivations of bank customers in choosing their preferred banks. The results of the regressions show that empathy, assurance and responsivenes play a significant role in the satisfcation of customers and eventually leading to customer loyalty. As for the qualitative part, the study concluded that most customers first look for the bank's image (both physical and reputation) before starting a banking relationship, and that deposit is considered to be the bank's best service. In addition, results in the qualitative data were found consistent with the quantitative data of the study. Although results seem reasonable, further researches are recommended to fully grasp the study.

Abstract Format

html

Language

English

Format

Print

Accession Number

TU17157

Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

Physical Description

101 leaves

Keywords

Banks and banking--Philippines; Customer loyalty; Consumer satisfaction

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