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
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
Recommended Citation
Canites, C. C., Lam, K. Y., Reyes, C. B., & Villalobos, R. R. (2011). Effects of bank service quality and customer satisfaction on customer loyalty: Banks around De La Salle University. Retrieved from https://animorepository.dlsu.edu.ph/etd_bachelors/18503