Evaluation of online customer service quality and customer satisfaction among banks in Tagum City

Abstract

This study examines the relationship between online customer service quality and customer satisfaction among banks in Tagum City. The research utilized a quantitative approach and a survey questionnaire as a research instrument. A total of 300 online customers were purposely selected to participate in the study. The data collected were analyzed using descriptive and inferential statistics. The results indicated that online customer service quality positively influences customer satisfaction among banks in Tagum City. Additionally, the study found that tangibility, reliability, responsiveness and empathy are significant predictors of customer satisfaction. The findings suggest that banks should keep putting their attention into maintaining a high level of customer satisfaction in order to prevail over prospective clients and remain competitive in the industry.