Relationship between Electronic Banking Service Quality and Customer Satisfaction of Philippine National Bank in Babak Samal

Abstract

This study titled Relationship between Electronic Banking Service Quality and Customer Satisfaction of Philippine National Bank in BabakSamalwas carried out to establish the important connection between customer satisfaction and also electronic banking service quality in the PNB Babak-Samal branch.The researchers would utilize quantitative descriptive correlation research. In analyzing the data, Pearson r and mean were used. The primary data collection tool would be a survey questionnaire. In a survey, a questionnaire is a primary research instrument consisting of questions for customers of the PNB Samal Branch. Results revealed that the level of electronic service quality in the PNB Samal Branch resulted at 3.94 with a descriptive level of high. The level of Customer Satisfaction resulted in 4.09 with a descriptive level of high. The overall computed r-value between Electronic Service Quality and Customer Satisfaction was 0.424, which means their degree of correlation was very strong, which is significant. The researchers concluded that the study revealed that Electronic banking service quality in Philippine National Bank Samal Branch was evident. Additionally, the level of customer satisfaction is high, which means the customers were satisfied with its services. The study also revealed a significant relationship between Customer Satisfaction and Electronic Banking Service Quality.