Service quality and customer satisfaction among banks in Panabo City

Abstract

This study aimed to determine the significant relationship between service quality and customer satisfaction among Banks in Panabo City. A total of 365 customers were the respondents of this research. The statistical tools used were Mean and Pearson-r. Quantitative research utilizing descriptive-correlation method was the research design used in this study. Results revealed that the level of service quality of banks in Panabo City in terms of reliability, responsiveness, assurance, and empathy was very high and yielded a grand mean of 4.37, therefore service quality of a bank meets the satisfaction of the customers. For the level of Customer satisfaction of banks in Panabo City, it garnered a very high result in terms of trust, experience, and word of mouth constituted a 4.44 grand mean, therefore the customers are satisfied with the service of the bank. Furthermore, results found out that there was a significant relationship between service quality and customer satisfaction among banks in Panabo City. The results yielded a r-value of 0.812 and P-value of 0.000 which was less than 0.05 level of significance, therefore, the null hypothesis (ho) is rejected.