Customer Satisfaction with E-banking in Rural Philippines: Basis for Action Plan

Abstract

This study assessed customer satisfaction with e-banking services among government employees in Cateel, Davao Oriental, Philippines. A descriptive-comparative design was used, gathering data from 185 respondents through a structured survey. Results showed a high overall level of satisfaction, with users particularly appreciating the efficiency, ease of use, and security of e-banking platforms. However, responsiveness and communication were identified as areas needing improvement. No significant differences in satisfaction were found across demographic groups such as age, sex, occupation, income level, and transaction habits, suggesting that e-banking services deliver a consistent experience across diverse users. An action plan was developed to enhance user support, promote digital literacy, and improve real-time service interactions. The findings highlight the increasing acceptance of digital banking in rural areas and emphasize the need for continuous system enhancements to maintain customer trust, ensure security, and encourage sustained usage in evolving digital financial landscapes.