Assessing the Service Quality and Customer Satisfaction of Financial Institutions
Erica D. Bangkong, Joriz Jhon E. Bautista, Charisse A. Pernito, Jessa I. Silat, Jilla Mae D. Susada
Asian Journal of Education and Social Studies · pp. 1227–1245 · Published 8 Aug 2025
10.9734/ajess/2025/v51i82315Abstract
This study explored service quality and customer satisfaction among clients of financial institutions in Cateel, Davao Oriental. It analyzed respondents’ demographics (age, gender, civil status, education, income source, and monthly income) and assessed service quality using the SERVQUAL dimensions and satisfaction through loyalty and word-of-mouth. It employed the SERVQUAL model's five dimensions—tangibles, reliability, responsiveness, assurance, and empathy—measured on a 5-point Likert scale. Using a descriptive-comparative and correlational design, data from 183 business owners were analyzed via SPSS. Results showed high ratings in assurance and responsiveness, and strong customer satisfaction. ANOVA revealed significant differences based on civil status, education, and income source, but not gender or income level. A strong positive correlation between service quality and satisfaction highlights the need for demographic-sensitive service strategies.
Cited by 0
No indexed citations yet.
Related research
- Anxiety and Visual Field Assessment Reliability in Glaucoma Patients — shares topic coverage
- Home Recording And Video Selection: Their use In A Low-Resource Setting For Epilepsy Diagnosis — shares topic coverage
- A study on Clinical Validity and Reliability of the Bengali Language Translated Gastroesophageal Reflux Disease Quality of Life Questionnaire (GERD-QOL) in Gastroesophageal Reflux Disease Patients — shares topic coverage
- Reliability of the General Nutrition Knowledge Questionnaire among Head Teachers from Schools in Uganda — shares topic coverage
- Validity and Reliability of Combination of Observed Practice with Objective Structured Clinical Examination (OSCE) in Midwifery Final Exam — shares topic coverage
Article metrics
Real usage data collected on this platform.
18
Page views
0
PDF downloads
0
Outbound clicks
0
Citations
Views over time
Views by country
Approximate, from request IP at view time — not citizenship or institution. Countries with fewer than 5 views are grouped as "Other".
Traffic sources
Referring site, by host.
Views and downloads exclude known bots/crawlers. Citations combines this platform's own DOI-resolved index with each external source's own reported total — see Cited by above for individually listed citing works. Last refreshed 0 seconds ago.