Customers’ Perception on Service Quality of PNB in the Island Garden City of Samal

Abstract

Customers’ Perception on Service Quality of PNB in Island Garden City of Samal was conducted to determine the significant difference of customer perception on service quality. Through the study, the researchers were able to analyze, evaluate, organize and gather the data accordingly. The study was responded by 176 customers. The type of research design that was employed in this study is descriptive design. It aims to obtain information to systematically describe a phenomenon, situation, or population. Descriptive method measures variables as the exits naturally and the goal is describe the variable. The results show that the overall of the mean score is 4.45 which described as a very high, that the customers have observed the service quality all the time when they have bank transaction, it also tells that PNB possesses the attitude about services superiority that might be different from other establishments. They also found out that there is significant difference between the customers’ perception on service quality when grouped according to age, civil status and gender.