An investigation into linear relationship between perceived customer satisfaction with electronic banking services and bank profitability

Date of Publication

2006

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Management of Financial Institutions

College

Ramon V. Del Rosario College of Business

Department/Unit

Financial Management

Thesis Adviser

Ricarte Q. Pinlac

Defense Panel Chair

Antonio R. Zamora

Liberty S. Patiu

Defense Panel Member

Manrico T. Masagca

Mitzie Irene P. Conchada

Leila Calderon-Kabigting

Abstract/Summary

This is a study about the linear relationship between customer satisfaction and profitability. The base article is the work of Krishnan (1999). Primary and secondary data were used. Primary data involve the interval responses of 240 survey respondents to a main survey questionnaire that has a built-in pilot survey questionnaire that will establish the validity of the constructs used in the main survey.

The main survey is about the level of importance and the satisfaction ratings of the 240 respondents in the areas of ATM services, phone banking services, internet banking services, and credit card services. The secondary data involve net income of the banks for the years 2000-2005.

The research design is correlational. There is no attribution of cause-or-effect on either customer satisfaction or profitability. The sampling design is random sampling. The precision level of the survey is 92.18%.

The paper unearthed evidence that there is a linear relationship between customer satisfaction and profitability, but that relationship is only significant for the years 2000, 2002, and 2004.

Abstract Format

html

Language

English

Format

Print

Accession Number

TU13561

Shelf Location

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

Physical Description

57, [25] leaves : ill. ; 28 cm.

Keywords

Internet banking--Philippines; Electronic funds transfers--Philippines; Bank profits--Philippines; Banks and banking--Philippines

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