Total quality management implementation and customer satisfaction on E-banking service among banks in Davao City

Abstract

Customer satisfaction is the primary indicator of how successful the entity was in providing services to their constituents. The union of the internet and banking gave way to the advent of e-banking in the business sector. This paper aims to determine the significant influence of Total Quality Management implementation on e-banking services and customers' satisfaction in Davao City. To pursue this research, the study used a descriptive survey design, a total of 200 respondents were chosen using convenience and area sampling method. Mean is used in the study for determining the level of TQM implementation and level of customers’ satisfaction, and regression analysis to determine the influence between the two variables. The findings show that there is no significant influence of TQM implementation to customer satisfaction. It means that regardless of how well the TQM is implemented, it will not affect customer satisfaction on the e-banking service.