SERVICE QUALITY AND CUSTOMER SATISFACTION OF PALAWAN PAWNSHOP- PEÑAPLATA BRANCH IN ISLAND GARDEN CITY OF SAMAL

Abstract

Palawan Pawnshop is a remittance in Island Garden City of Samalthat provides the general public with a wide range of financial services. Remittances are especially vital during pandemics since people are unable to move outside of their houses, especially those who work far away from their family. The study entitled “Service quality and customer satisfaction of Palawan pawnshop– Peñaplata branch in Island Garden City of Samal”was carried out to establish the level of service provided by Palawan that can satisfy customers. The study was a quantitative descriptive correlational research design. The statistical toolsused in the study were mean, standard deviation and Pearson correlation coefficient. The data was gathered through the use of survey questionnaires distributed to 300 customers in Palawan Pawnshop, Samal. The findings revealed that both service quality and customer satisfaction generated very high mean scores. However, the least important factor is tangibility. This can be accomplished by providing prompt service and attending to the needs of its customers. They can also improve the physical facilities and overall appearance of the institution to make it more enticing to them. Moreover, there was a substantial association between service quality and client pleasure.