The e-banking service quality and customer satisfaction: Evidence from Dipolog city

Abstract

This study aimed to determine the e-banking service quality and its effects on the satisfaction of customers in the Dipolog City banking sector during the calendar year 2023. It utilized descriptive survey and correlational research methods. There were three hundred twenty-seven (327) randomly selected respondents in this study. Weighted mean and Spearman Rank-Order Correlation Coefficient were the statistical tools used in the study. The e-banking service quality in Dipolog City is “high”. The e-banking customer satisfaction in Dipolog City is “very high.” The levels of e-banking service quality and customer satisfaction are largely/highly and positively correlated. Based on the findings and conclusions of the study, it is recommended that the Bangko Sentral ng Pilipinas (BSP), the Department of Finance, and the Banking Industry of the Philippines utilize the findings of this study as the basis for formulating a policy that will further improve the level of e-banking service quality and sustain the level of customer satisfaction.