bpi bdo metrobank

8/9/2019 BPI BDO METROBANK

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THE CUSTOMER SATISFACTION OF THE THREE LEADING BANKS INTHE PHILIPPINES

A Research Paper Presented to

Dr !"#$et Hernande%

Co##e&e o' L$(era# Arts

Pa)antasan n& L"n&sod n& Ma*n$#a

In Part$a# F"#'$##)ent

O' the Re+"$re)ents

In Techn$ca# ,r$t$n&

B*

A#cantara- M$.aer$.a T

At$en%a- Chr$st$ne /

Nor(erte- M$.$o Ca* M

BS ACCOUNTANC0 BLOCK 123


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Chapter 1

INTRODUCTION

For so )an* *ears o' do)$nat$n& the #oca# (an.$n& $nd"str*- BDO- BPI and Metro(an.

)a$nta$ns a +"a#$t* ser4$ce that ens"res the #o*a#t* o' $ts c"sto)ers Ser4$ce +"a#$t* $s de'$ned as

the d$''erence (et5een c"sto)ers6 e7pectat$on o' ser4$ces and the$r percept$ons o' the act"a#

ser4$ce per'or)ance It $s a )"#t$d$)ens$ona# concept- $ncorporat$n& a n")(er o' aspects o' (oth

past and present ser4$ce e7per$ence 8A(d"##ah et al, 39::; Its s$&n$'$cance $n (an.s has (een

e)phas$%ed $n st"d$es and perce$4ed +"a#$t* ad4anta&e #eads the) to h$&her pro'$t Th"s- th$s

st"d* 5as conce$4ed to deter)$ne the c"sto)ers6 4$e5 o' the per'or)ance o' the three #ead$n&

(an.s $n pro4$d$n& the) sat$s'act$on "s$n& the SER/


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To o(ta$n pro'$t- (an.s o''er the$r c"sto)ers ser4$ces s"ch as $n4est)ent ad4$ces-

en&a&$n& $n 'ore$&n e7chan&e trad$n&- process$n& pa*)ents- and accept$n& depos$ts (e#$e4$n&

that these c"sto)ers 5o"#d not 5ant to spend the$r )one* and choose to p#ace $t 5$th (an.s 'or

sa'e .eep$n& and to earn $nterest as 5e## It $s the$r d"t*- thereo'- to ens"re the c"sto)ers that

the$r )one* $s sa'e (* o''er$n& re#$a(#e ser4$ces

Ban.s ser4$ces are o' the e7per$ence and credence t*pes and are there'ore d$''$c"#t to

assess (* c"sto)ers C"sto)ers cannot e4a#"ate these t*pes (eca"se the* do not ha4e the

re+"$red s.$##s- e7pert$se and .no5#ed&e to carr* o"t the e4a#"at$on To that e''ect- c"sto)ers

p#ace a h$&h pre)$") on the $)a&e and rep"tat$on o' the (an. (e'ore p"rchas$n& O5"s"2

Fr$)pon& 8399=; $nd$cates that (eca"se ser4$ces o' (an.s are o' the credence t*pe- 'r$ends and

other 'e##o5 c"sto)ers const$t"te the )a$n so"rce o' $n'or)at$on 'or c"sto)ers 5h$ch $s an

ad4anta&e to the (an.s $' the* are a(#e to sat$s'* these c"sto)ers

STATEMENT OF THE PROBLEM

There 5ere 'e5 st"d$es cond"cted on c"sto)er sat$s'act$on $n the (an.$n& $nd"str*

Ho5e4er- none o' these 5or.s concentrated on the stat"s o' #oca# (an.s $n the Ph$#$pp$nes that $s

a''ected (* 4ast a)o"nt o' cons")ers that see.s h$&h +"a#$t* ser4$ce Th$s st"d* 5as then a$)ed

to deter)$ne the +"a#$t* ser4$ces o' the c"sto)ers o' the three #ead$n& (an.s $n the Ph$#$pp$nes as

$t $s a cr$t$ca# concept and a s$&n$'$cant 'actor $n )a$nta$n$n& '$nanc$a# sta($#$t* and opt$)$%$n&

$nco)e #e4e# Spec$'$ca##*- the 'o##o5$n& +"est$ons 5as )eas"red>

TECHNICAL ASPECT:

• Ho5 5o"#d these (an.s $)pro4e the$r ser4$ces 'or the 5e#'are o' $ts c"sto)ers?• Does the en4$ron)ent o' the (an. &$4e the c"sto)ers co)'ort?


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MANAGEMENT ASPECT:

• ,h$ch a)on& BDO- BPI and Metro(an. o''ers the (est +"a#$t* ser4$ce?• ,hat $s the percept$on o' c"sto)ers to the ser4$ces o' these (an.s?

SOCIO-ECONOMIC ASPECT:• ,hat $s the re#at$onsh$p o' ser4$ce +"a#$t* and c"sto)er sat$s'act$on• ,hat are the 'actors that a''ect cons")er (eha4$or?• ,hat are the needs and de)ands o' the c"sto)ers?

MARKETING ASPECT:• Ho5 do these (an.s co))"n$cate the 4a#"e o' the$r ser4$ces and prod"cts to c"sto)ers?

FINANCIAL ASPECT:

• Ho5 does c"sto)er sat$s'act$on a''ect the $nco)e o' these (an.s?

SIGNIFICANCE OF THE STUDYThe )a$n o(@ect$4e o' th$s st"d* 5as to co)pare the c"sto)ers6 sat$s'act$on re&ard$n& the

+"a#$t* o' ser4$ce o' the three #ead$n& (an.s $n the Ph$#$pp$nesBene!t" t# C$"t#%er"

The $)portance o' de#$4er$n& e7ce##ent ser4$ce +"a#$t* $s (eco)$n& $ncreas$n*

)a&n$'$ed as co)pet$t$on $ntens$'$es thro"&ho"t the (an.$n& $nd"str* A s"per$or ser4$ce +"a#$t*

$s toda*6s )ost e''ect$4e (a$t 'or ac+"$r$n& and reta$n$n& c"sto)ers The (ene'$ts to c"sto)ers are

that the* can atta$n (etter ser4$ce and th"s (eco)e )ore #o*a# to the co)pan* Moreo4er- th$s

st"d* 5$## a#so he#p the c"sto)ers to dec$de 5h$ch (an. 5$## (e a (etter cho$ce to entr"st the$r

'$nances

Bene!t" t# the Ban&"Th$s st"d* 5$## ass$st these (an.s to .no5 5hat the$r c#$ents th$n. o' the$r ser4$ces $n

ter)s o' se7- a&e- #ocat$on and occ"pat$on Th$s st"d* 5$## a#so sho5 ho5 BDO- BPI and

Metro(an. 4a#"e the$r op$n$ons and pr$or$t$%e the$r needs that 5o"#d- perhaps- $)pro4e the$r

ser4$ce 'or the con4en$ence o' the$r c#$ents The (ene'$ts to the (an. der$4ed 'ro) th$s st"d* can

(e s"))ar$%ed re#at$n& to the $ncreas$n& )ar.et share- cost red"ct$on and $ncrease $n $nco)e

#e4e#- $)pro4ed e''$c$ent and e''ect$4e c"sto)er ser4$ce


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SCOPE AND LIMITATION

Th$s st"d* 'oc"sed $n $ts d$sc"ss$on on the c"sto)er sat$s'act$on $n the three #ead$n&

(an.s $n the Ph$#$pp$nes It does not co4er other aspects o' pro'$t2&enerat$n& 'actors o' these

(an.s ("t )a$n#* 'oc"ses on the e''ect o' +"a#$t* ser4$ce $n the$r $nco)e The center o'

d$sc"ss$on 5as a(o"t the 'actors a''ect$n& the cons")er (eha4$or- cons")er sat$s'act$on and

ser4$ce +"a#$t*

CHAPTER '

THEORETICAL FRAMEWORK

INTRODUCTION

Th$s chapter #oo.s at the #$terat"re re4$e5 Spec$'$ca##*- $t re4$e5s the #$terat"re on

cons")er (eha4$o"r- concepts o' c"sto)er sat$s'act$on and )ode#s and the e)p$r$ca# st"d$es $n

the (an.$n& sector "s$n& SER/


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Beha4$o"r o' cons")ers $s not pred$cta(#e s$nce the$r pre'erences are (eco)$n& )ore

co)p#e7 and d$''erent$ated- 8Hart#- 399; The$r de)and 'or sensor*- hea#th- process and

con4en$ence +"a#$t$es ha4e (eco)e )ore hetero&eneo"s Ind$4$d"a#s d$''er 'ro) one another and

e4en perce$4e the sa)e th$n& d$''erent#*- 8S)$th- 399=; Man* or&an$sat$ons o' #ate ha4e adopted

a strate&* o' open$n& a4en"es 'or cons")ers to #od&e the$r co)p#a$nts It $s (e#$e4ed that

.no5$n& the t*pes o' co)p#a$nts 5$## &$4e a c#"e to co)pan$es to ha4e an $n2depth .no5#ed&e

a(o"t c"sto)ers6 sat$s'act$on- th"s $nd$rect#* .no5$n& the +"a#$t* o' ser4$ces or prod"cts o''ered-

8Forne##- 399; Cons")ers opt 'or certa$n prod"cts or part$c"#ar (rands not d"e to the 'act the*

o''er $ntended '"nct$ona# or per'or)ance (ene'$ts on#* ("t a#so prod"cts can (e "sed to e7h$($tcons")ers6 persona#$t*- soc$a# stat"s- a''$#$at$on or to '"#'$# the$r $nterna# or $nner ps*cho#o&$ca#

needs #$.e the des$re 'or chan&e or ne5ness 8e)ot$ona#; There are 'o"r 'actors that $n'#"ence

cons")ers6 (eha4$o"r .no5n as c"#t"ra#- soc$a#- persona# and ps*cho#o&$ca#

C$)t$ra) a*t#r": C"#t"re has a &reat $)pact on a person6s cons")pt$on (eha4$o"r It $s the

4a#"es- $deas and s*)(o#s that ena(#e peop#e to co))"n$cate $nterpret and e4a#"ate as )e)(ers

o' soc$et* C"#t"re $n'#"ences a person6s 5ants (eha4$o"r s$nce $t $s #earnt The* (e#$e4e that $n

soc$et$es $n 5h$ch ch$#dren '$nd the)se#4es- the* #earn 'ro) the 4ar$o"s $nst$t"t$ons6 4a#"es-

percept$ons- 5ants and (eha4$o"rs Th"s- a c"#t"re has s"(c"#t"res or &ro"ps o' peop#e #$.e

nat$ona#$t$es- re#$&$ons- rac$a# &ro"ps and &eo&raph$ca# re&$ons 5$th 4a#"es 5h$ch ho#d the)

to&ether These s"(c"#t"res are the )a$n too#s shap$n& cons")ers (eha4$o"r

Assae# 8399=; e)phas$%es that soc$a# c#ass $s the d$4$s$ons a)on& peop#e $n soc$et* 5here(*

)e)(ers are t$ed 5$th s$)$#ar 4a#"es- $nterests and (eha4$o"rs Factors that deter)$ne soc$a#

c#ass $nc#"de po5er- prest$&e- occ"pat$on- $nco)e ed"cat$on- 'a)$#* (ac.&ro"nd and 5ea#th In


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add$t$on )e)(ers o' a soc$a# c#ass are )ore s$)$#ar than others Ho5e4er- others (e#$e4e that

soc$a# c#ass has a d$rect $n'#"ence on the p"rchas$n& (eha4$o"r o' peop#e The percept$ons- needs

and 5ants and the ent$re (eha4$o"r )a* d$''er 'ro) one soc$a# c#ass to another

S#*!a) a*t#r": re'erence &ro"ps- 'a)$#* and ro#es and stat"s const$t"te the soc$a# 'actors that

$n'#"ence cons")ers6 ("*$n& (eha4$o"r Re'erence &ro"ps are &ro"ps that ha4e d$rect and

$nd$rect $n'#"ence on the (eha4$o"r o' the$r )e)(ers These &ro"ps are 'o"r t*pes pr$)ar*

)e)(ersh$p &ro"ps- secondar* )e)(ersh$p &ro"ps- asp$rat$ona# &ro"ps and d$ssoc$at$4e &ro"ps

Pr$)ar* )e)(ersh$p &ro"ps are the ones 5h$ch )e)(ers $nteract and are the $n'or)a# t*pes

These $nc#"de 'a)$#*- ne$&h(o"rs- co##ea&"es and 'r$ends Secondar* &ro"ps are the 'or)a# ones

5h$ch )e)(ers $nteract #ess o'ten A)on& the) are trade "n$ons- re#$&$o"s &ro"ps and

pro'ess$ona# assoc$at$ons Asp$rat$ona# &ro"ps are those 5ho 5$sh to co)e to&ether as a &ro"p

5h$#st d$ssoc$at$4e &ro"ps are the ones peop#e re@ect the$r 4a#"es and (eha4$o"r

The )ost s$&n$'$cant &ro"p that e7erts )"ch press"re on the $nd$4$d"a# $s the 'a)$#*

Apart 'ro) the 'act that 'a)$#* )e)(ers $n'#"ence the)se#4es $n ("*$n& dec$s$ons- the* a#so

"nderta.e co##ect$4e dec$s$ons The 'ather and the )other "s"a##* )a.e )ost o' the p"rchas$n&

dec$s$ons Ho5e4er- 5$th constant chan&$n& o' the soc$et*- ch$#dren a#so $n'#"ence 'a)$#*

cons")pt$ons 4er* )"ch Apart 'ro) th$s- parents a#so t"tor the$r ch$#dren to )a.e cons")pt$ons

cho$ces A 'a)$#*6s co##ect$4e dec$s$on e)anate 5hen the r$s. $n4o#4ed $n the p"rchas$n& $s h$&h

There'ore a## )e)(ers dec$de to at#east red"ce the r$s. to the (arest )$n$)") or ta.e r$s.*

dec$s$ons s$nce a## 5$## (ear the conse+"ence Other 'actors 'or )a.$n& co##ect$4e dec$s$on are

5hen the dec$s$ons are o' "t)ost $)portance and 5hen there $s )"ch t$)e at the$r d$sposa#

8Assae#- 399=;


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• Per"#na) a*t#r": to a #ar&e e7tent an $nd$4$d"a# dec$s$on to ("* $s $n'#"enced (* the

character$st$cs he possesses There character$st$cs $nc#"de h$s a&e- and #$'e2c*c#e- occ"pat$on-

econo)$c s$t"at$on- #$'est*#e and persona#$t* and se#'2concept A&$n& corre#ates 5$th a person6s

("*$n& (eha4$o"r Econo)$c s$t"at$on #$.e the $nco)e o' a person deter)$nes h$s p"rchas$n&

(eha4$o"r L$'est*#e a#so deter)$nes the cons")pt$on (eha4$o"r Th$s $s e7h$($ted $n h$s

act$4$t$es- $nterests and op$n$ons Persona#$t* $s the "n$+"e ps*cho#o&$ca# character$st$c that $s

respons$4e to so)eone6s o5n en4$ron)ent Persona#$t* $s seen $n ter)s o' tra$ts #$.e se#'2

adapta($#$t*- do)$nance- soc$a($#$t*- a"tono)* and de'ens$4e Both persona#$t* and #$'est*#e

$n'#"ences a person dec$s$on2)a.$n&

P"+*h#)#,!*a) a*t#r": these 'actors $nc#"de )ot$4at$on- percept$on- #earn$n& and (e#$e's and

att$t"des Mot$4at$on $s the 'orce that dr$4es a person to search 'or sat$s'act$on Percept$on $s the

process thro"&h 5h$ch peop#e se#ect- 8se#ect$4e attent$on; or&an$se 8se#ect$4e d$stort$on; and

$nterpret 8se#ect$4e retent$on; $n'or)at$on to a )ean$n&'"# p$ct"re a(o"t the "n$4erse Beca"se o'

these three percept"a# processes- $nd$4$d"a#s can see the sa)e o(@ect $n d$''erent 5a*s Se#ect$4e

attent$on $s 5here the $nd$4$d"a# s$'ts n")ero"s $n'or)at$on that co)e across h$s 5a* Se#ect$4e

d$stort$on $s 5here(* peop#e $nterpret or d$stort $n'or)at$on to '$t $nto 5hat the* ha4e a#read*

conce$4ed That )eans- the* 5$## accept $n'or)at$on that con'or)s to 5hat the* ha4e

preconce$4ed Se#ect$4e retent$on $s 5hen peop#e re)e)(er or reta$n $n'or)at$on that $s $n

accordance 5$th the$r (e#$e's- att$t"des- 4a#"es and $nterests

CUSTOMER SATISFACTION

Both c"sto)ers and (an.s attach )"ch $)portance to sat$s'act$on Frant$c e''orts are

(e$n& )ade (* (an.s to o''er h$&h +"a#$t* prod"cts and ser4$ces to the$r c"sto)ers C"sto)ers


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a#so 5ant the (est 4a#"es 'or the$r )one* and are spar$n& no e''orts $n se#ect$n& the (est prod"cts

and ser4$ces- 8Strate&$c D$rect$on- 399; Once c"sto)ers are sat$s'$ed and ha4e a pos$t$4e $)a&e

or $ntent$ons a(o"t a part$c"#ar '$r)- $t 5$## ta.e so)e t$)e 'or co)pet$tors to snatch or con4$nce

the) to s5$tch to the) Bene'$ts der$4ed (* co)pan$es 'ro) c"sto)er sat$s'act$on $nc#"de

#o*a#t*- rep"rchas$n& to $ncrease sa#es or pro'$t- spea. 5e## a(o"t the prod"cts or ser4$ces to

others to p"rchase As po$nted o"t (* Assae# 8399=;- the econo)$c 4$a($#$t* o' '$r)s #$es $n the

hands o' cons")ers There are 4ar$o"s t*pes o' c"sto)ers or cons")ers The* )a* (e

$nd$4$d"a#s- &ro"ps- or&an$sat$ons- co))"n$t$es or nat$ons The (an.$n& $nd"str* #$.e an* other

$nd"str* has $ntens$'$ed $ts e''orts to sat$s'* cons")ers thro"&h the pro4$s$on o' +"a#$t* ser4$ceTh$s ste) 'ro) that 'act that co)pet$t$on has (een st$'' and e4er* (an. $s tr*$n& to reta$n the o#d

c"sto)ers and 5oo ne5 ones

SER(ICE UALITY

Accord$n& to S$dd$+"$ and Khanda.er 8399;- +"a#$t* o' ser4$ce $s an e#"s$4e and

$)prec$se constr"ct and $s d$''$c"#t to )eas"re- (eca"se ser4$ces are $ntan&$(#e- hetero&eneo"s-

$nsepara(#e and per$sha(#e Hence- )ar.et$n& researchers adopted the e7pectanc*

d$scon'$r)at$on theor* and de4e#oped ser4$ce2+"a#$t* )ode# or SER/ tan&$(#es- re#$a($#$t*-

respons$4eness- ass"rance and e)path* 8Paras"ra)an- e$tha)# Berr* :=; Tan&$($#$t*

re'ers to the appearance o' the ser4$ce '$r)6s 'ac$#$t$es- e)p#o*ees- e+"$p)ent and

co))"n$cat$on )ater$a#s Re#$a($#$t* $s the de#$4er$n& the pro)$sed o"tp"ts at the stated #e4e#

Respons$4eness re'ers to pro4$d$n& pro)pt ser4$ce and he#p to c"sto)ers the react$on speed

p#a*s a 4$ta# ro#e here Ass"rance re'ers to the a($#$t* o' a ser4$ce '$r) to $nsp$re tr"st and


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con'$dence $n the '$r) thro"&h .no5#ed&e- po#$teness and tr"st5orth$ness o' the e)p#o*ees

E)path* $s the 5$##$n&ness and capa($#$t* to &$4e persona#$%ed attent$on to a c"sto)er

Tho"&h the SER/


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The st"d* cond"cted (* Ro@e. states that (an.s that are tr*$n& to d$4ert the$r c"sto)ers

'ro) (an. o''$ces to ATM6s and the $nternet )a* 5e## (e "nder)$n$n& the $)portance o' h")an

contact 5h$ch $s essent$a# 'or s"ccess'"# c"sto)er ser4$ce [email protected] 39:9; B"t- $n the st"d*

cond"cted (* San&heeta- she states techno#o&* $s needed to red"ce cost and e#$)$nate

"ncerta$nt$es

CONCEPTUAL FRAME.ORK

The pre4$o"s d$sc"ss$on #eads to the de4e#op)ent o' F$&"re : that dep$cts the re#at$onsh$p (et5een the +"a#$t* o' ser4$ces o' the three #ead$n& (an.s $n the Ph$#$pp$nes and c"sto)er

sat$s'act$on The +"a#$t* o' ser4$ces 5as )eas"red (* "s$n& the SER/


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An e7p#orator* research 5as "sed $n th$s st"d* An e7p#orator* research $s cond"cted a(o"t a

research pro(#e) 5hen there are 'e5 or no ear#$er st"d$es to re'er to The 'oc"s $s on &a$n$n& $ns$&hts and

'a)$#$ar$t* 'or #ater $n4est$&at$on or "nderta.en 5hen pro(#e)s are $n a pre#$)$nar* sta&e o' $n4est$&at$on

E7p#orator* research $s '#e7$(#e and can address research +"est$ons o' a## t*pes 85hat- 5h*- ho5;

Hence- the researchers "sed th$s research des$&n to $n4est$&ate the +"a#$t* o' ser4$ces to5ards c"sto)er

sat$s'act$on o' the three #ead$n& (an.s $n the Ph$#$pp$nes

RESPONDENTS

The researchers "sed the se#ected st"dents o' the Co##e&e o' Acco"ntanc* and Econo)$cs $n

Pa)antasan n& L"n&sod n& Ma*n$#a to (e the sa)p#e $n th$s st"d* These se#ected respondents sho"#d (e

a c"sto)er o' at #east one o' the three #ead$n& (an.s $n the Ph$#$pp$nes- na)e#* Banco de Oro-

Metropo#$tan Ban. and Tr"st Co)pan* and Ban. o' the Ph$#$pp$ne Is#ands

Beca"se o' the t$)e constra$nt and #$)$ted '"nds- the researchers dec$ded to ha4e a tota# o'

respondents to (e st"d$ed And to red"ce the sa)p#$n& ($as and to ha4e a 'a$r e4a#"at$on o' the +"a#$t* o'

ser4$ces o' the three #ead$n& (an.s $n the Ph$#$pp$nes- the researchers se#ected : c"sto)ers o' each o' the

sa$d (an.s

SAMPLING DESIGN

The researchers "sed the p"rpos$4e sa)p#$n& )ethod "nder the non2pro(a($#$t* sa)p#$n&

techn$+"e P"rpos$4e sa)p#$n& $s a#so .no5n as @"d&)enta#- se#ect$4e or s"(@ect$4e sa)p#$n& $t re#$es on

the @"d&)ent o' the researcher 5hen $t co)es to se#ect$n& the "n$ts that are to (e st"d$ed There are a 5$de

ran&e o' p"rpos$4e sa)p#$n& techn$+"es ("t $n th$s st"d* the researchers $ntend to "se ho)o&eneo"s

sa)p#$n& Ho)o&eneo"s sa)p#$n& $s a p"rpos$4e sa)p#$n& techn$+"e that a$)s to ach$e4e a ho)o&eneo"s


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,e$&hted )ean $s the )eas"re o' centra# tendenc* There $s so)e 4ar$at$on $n the re#at$4e

contr$("t$on o' $nd$4$d"a# data 4a#"es to the )ean Each data 4a#"e 8$; has a 5e$&ht ass$&ned to

$t 8,$; Data 4a#"es 5$th #ar&er 5e$&hts contr$("te )ore to the 5e$&hted )ean and data 4a#"es

5$th s)a##er 5e$&hts contr$("te #ess to the 5e$&hted )ean The 'or)"#a $n '$nd$n& the 5e$&hted

)ean $s>

̅ Q Q

The 5e$&hted )ean 5as "sed $n deter)$n$n& 5h$ch o' the '$4e 'eat"res perta$n$n& to the

+"a#$t* o' ser4$ces o' the three #ead$n& (an.s $n the Ph$#$pp$nes the c"sto)ers &$4e 4a#"e to

• Standard De4$at$on

Standard de4$at$on $s the )eas"re)ent o' 4ar$a($#$t* or d$4ers$t* It sho5s ho5 )"ch

4ar$at$on or d$spers$on there $s 'ro) the a4era&e A #o5 standard de4$at$on $nd$cates that the data

po$nts tend to (e 4er* c#ose to the )ean- 5hereas h$&h standard de4$at$on $nd$cates that the data

$s spread o"t o4er a #ar&e ran&e o' 4a#"es Standard can (e a#so de'$ned as the s+"are root o' the

4ar$ance In co)p"t$n& 'or the standard de4$at$on- 5e 5$## "se the 'or)"#a>

Q8 ;3 ̅ :

,here$n> Q8 ;3 $s the s+"ared de4$at$on ̅ n $s the n")(er o' respondents

Ana)+"!" # /ar!an*e 0ANO(A


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ANO/A $s a co##ect$on o' stat$st$ca# )ode#s "sed to ana#*%e the d$''erences (et5een

&ro"p )eans and the$r assoc$ated proced"res- de4e#oped (* RA F$sher In the ANO/A sett$n&-

the o(ser4ed 4ar$ance $n a part$c"#ar 4ar$a(#e $s part$t$oned $nto co)ponents attr$("ta(#e to

d$''erent so"rces o' 4ar$at$on In $ts s$)p#est 'or)- ANO/A pro4$des a stat$st$ca# test o' 5hether

or not the )eans o' se4era# &ro"ps are e+"a#- and there'ore &enera#$%es the t2test to )ore than t5o

&ro"ps As do$n& )"#t$p#e t5o2sa)p#e t2tests 5o"#d res"#t $n an $ncreased chance o' co))$tt$n&

a stat$st$ca# t*pe I error- ANO/As are "se'"# $n co)par$n& 8test$n&; three or )ore )eans 8&ro"ps

or 4ar$a(#es; 'or stat$st$ca# s$&n$'$cance

,$th the "se o' ANO/A- the researchers can deter)$ne $' there $s a s$&n$'$cant d$''erence

(et5een the +"a#$t$es o' ser4$ces o' the three #ead$n& (an.s $n the Ph$#$pp$nes S$nce there are

three &ro"ps to (e ana#*%ed $n th$s st"d*- the researchers dec$ded to "se ANO/A $nstead o' the

Tt2test

PROCEDURE

It 5as as ear#* as !"ne 1- 39: 5hen an anno"nce)ent 5as )ade that a research paper

5o"#d (e a part o' the re+"$re)ent $n co)p#et$n& the Techn$ca# ,r$t$n& co"rse s"(@ect Th$s

research 5as e7pected to ser4e as an $np"t 'or '"t"re 'eas$($#$t* st"d* or an* other co"rse

re+"$re)ent

In$t$a##*- 5e 5ere as.ed to search 'or poss$(#e top$cs to (e "sed $n cond"ct$n& o"r

research On !"#* 33- 39:- 5e 5ere tas.ed to 4$s$t o"r schoo# #$(rar* to #oo. 'or top$cs that 5ere

e7p#ored ("t needs an $)pro4e)ent- top$cs that 5ere o4er e7p#ored and top$cs to (e e7p#ored-


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and 'ro) there- 5e are to choose the top$c that 5$## ser4e as the center o' o"r st"d* One 5ee.

a'ter- 5e cons"#ted o"r pro'essor 'or the appro4a# o' o"r chosen top$c and started to ha4e o"r

5or.$n& t$t#e 'or th$s research

The '$rst s"()$ss$on 5as done at A"&"st - 39: 5here 5e s"()$tted the '$rst chapter o'

th$s research It conta$ned the $ntrod"ct$on- state)ent o' the pro(#e)- s$&n$'$cance o' the st"d*

and scope and #$)$tat$on o' the st"d* The state)ent o' the pro(#e) $s cate&or$%ed $nto '$4e s"(2

cate&or$es 5h$ch are the )ana&e)ent aspect- techn$ca# aspect- '$nanc$a# aspect- soc$o2econo)$c

aspect and )ar.et$n& aspect As 5e pass the '$rst chapter- 5e a#so started 5or.$n& on the ne7t

chapter o' o"r research Thro"&h read$n&- 5e co##ected the necessar* data and $n'or)at$on

re&ard$n& cons")er (eha4$o"r- concepts o' c"sto)er sat$s'act$on and )ode#s and the e)p$r$ca#

st"d$es $n the (an.$n& sector "s$n& SER/


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A'ter &ather$n& the data needed- these 5ere ana#*%ed care'"##* and prepared o(@ect$4e#*

to (e "sed $n the st"d* ,or.$n& on the #ast 'e5 chapters o' the research 5as done s$)"#taneo"s#*

as t$)e passes (* Th$s 5as done $n three 5ee.s The #ast act$4$t* 5as to '$na#$%e the paper and

the preparat$on to present the res"#ts o' the st"d*

Chapter 2

Presentation Ana!"sis an# Dis$%ssion

The data are presented- ta("#ated- ana#*%ed and d$sc"ssed $n th$s chapter A#so- the '$4e

aspects o' ("s$ness cons$derat$ons are $nc#"ded $n the d$sc"ss$on o' the data &athered $n the st"d*

TECHNICAL ASPECT


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The SER/


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< score o' ne&at$4e 99- c"sto)ers are the #east sat$s'$ed 5$th the $nd$4$d"a# attent$on o' the

e)p#o*ees o' the (an. For the BPI c"sto)ers- the a($#$t* o' the (an. to per'or) the pro)$sed

ser4$ce dependa(#* and acc"rate#* does not sat$s'* the)

Ta(#e :> SER/


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can (e co)p"ted 'ro) the rat$o o' the )ean s") o' s+"ared de4$at$ons o' each &ro"pVs )ean

'ro) the o4era## )ean W5e$&hted (* the s$%e o' the &ro"pX 8Mean S+"are 'or (et5een; and

the )ean s") o' the s+"ared de4$at$ons o' each $te) 'ro) that $te)Vs &ro"p )ean 8Mean

S+"are 'or error; In the pre4$o"s sentence mean )eans d$4$d$n& the tota# S") o' S+"ares

(* the n")(er o' de&rees o' 'reedo) The p24a#"e correspond$n& to the F2stat$st$c o' one25a*

ANO/A $s h$&her than 99- s"&&est$n& that the treat)ents are not s$&n$'$cant#* d$''erent 'or that

#e4e# o' con'$dence

Ta(#e 3> C"sto)er Percept$on Res"#ts

BDO Metr#3an& BPI9846864695469746994698469;4687469546

9;468'46954694681469946

9=999=99999=9

=:99999=9

9=99999999

=999=39999


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Ta(#e 1> Descr$pt$4e Stat$st$cs o' Independent Treat)ents

Treat%ent < BDO Metr#3an& BPI P##)e= T#ta)#3"er/at!#n" N : : :

"$% >?! :-1:9999 :-1:9999 :-1919999 1-=19999%ean ?@ "$% #"$are" >?'!

::-=339999 ::-11:9999 ::1-3:9999 1-:9999

"a%p)e /ar!an*e "' :31 131 3 3"a%p)e "t=4 =e/4 " 393 :3 33== 319"t=4 =e/4 #%ean SE?@

91= 9 9=3 91:=

Ta(#e > One 2 5a* ANO/A Independent Treat)ents

S#$r*e "$% #"$are" SS

=e,ree" #ree=#%

%ean "$areMS

F "tat!"t!* p-/a)$e

Treat%ent 999 3 3999 9= 0!"0#

Err#r 31999 3 1:

T#ta) 33999

Ta(#e > C"sto)er E7pectat$on

BDO Metr#3an& BPI


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8'46984694692469;46

954699469468646984699469;4698469469;46

99999

=99999=99999=99

=9=999199

99999=9=99999

Table $% &escriptive Statistics of 'ndependent Treatments

Treatment → A B C Pooled

Total

observations N 15 15 15 45

sum ∑xi 1,313.0000 1,307.0000 1,303.0000 3,923.0000

mean x¯ 87.5333 87.1333 86.8667 87.1778

sum of

squares ∑x2i114,991.000

0

113,927.000

0

113,261.000

0

342,179.000

0

sample 4.2667 3.1238 5.2667 4.1040


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variance s2

sample std.

dev. s2.0656 1.7674 2.2949 2.0258

std. dev. of

mean SEx¯

0.5333 0.4563 0.5925 0.3020

Table (% )ne * +ay A,)-A of 'ndependent Treatments

Source sum of

squares SS

degrees of

freedom νmean square

MS

F statistic p-value

treatment 3.3778 2 1.6889 0.4003 0.6726

rror 177.2000 42 4.2190

Total 180.5778 44

SOCIO-ECONOMIC ASPECT

Understand$n& that the '$4e d$)ens$ons o' c"sto)er ser4$ce +"a#$t* ha4e (een $dent$'$ed

and esta(#$shed (* e7tens$4e research cond"cted (* the SER/


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Th$s st"d* re4ea#ed the $)portance ran.$n& o' the SER/


27/33


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c"sto)er sat$s'act$on d$rect#* a''ects the $nco)e o' the three #ead$n& (an.s F"rther e7p#anat$on

on th$s aspect 5$## (e d$sc"ssed $n the '$na# chapter

Chapter 5

&%''ar" o( Fin#in)s Con$!%sion an# Re$o''en#ation

SUMMARY OF FINDINGS

The )a$n a$) o' the st"d* $s to co)pare the percept$on o' c"sto)ers re&ard$n& the

+"a#$t* o' ser4$ce o' the three #ead$n& (an.s $n the Ph$#$pp$nes Fort* '$4e c"sto)ers o' at #east one

o' the three #ead$n& (an.s $n the Ph$#$pp$nes- na)e#* Banco de Oro- Metropo#$tan Ban. and Tr"st

Co)pan* and Ban. o' the Ph$#$pp$ne Is#ands 'ro) the Co##e&e o' Acco"ntanc* and Econo)$cs $n

Pa)antasan n& L"n&sod n& Ma*n$#a 5ere chosen 'or the st"d* In'or)at$on 5as &athered 'ro)

the co))"n$t* thro"&h a +"est$onna$re

CONCLUSION

The read$ness and 5$##$n&ness o' the e)p#o*ees to he#p the c"sto)ers (* pro4$d$n&

t$)e#* ser4$ces 5as 'o"nd to (e the )ost $)portant d$)ens$on and the Ban. o' the Ph$#$pp$ne


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Is#and &$4es $ts c"sto)ers the (est sat$s'act$on o' respons$4eness ,h$#e the tan&$($#$t* d$)ens$on

5h$ch re'ers to the ph*s$ca# appearance o' the (an.s 5as the #east $)portant a)on& the

a'ore)ent$oned d$)ens$ons- and the BDO c"sto)ers 5ere #east sat$s'$ed 5$th th$s B"t 5$th

o4era## c"sto)er sat$s'act$on- there $s no s$&n$'$cant d$''erence 5$th the ser4$ce +"a#$t* o' the

three #ead$n& (an.s

The '$nd$n&s s"&&est that s$nce $t 5as 'o"nd o"t that the respons$4eness d$)ens$on $s

5hat the c"sto)ers &$4e the$r )ost $)portance then the (an.s sho"#d pro4$de the$r e)p#o*ees

se)$nars or other 5a*s that 5o"#d $)pro4e the$r soc$a# s.$## and (e a(#e to co))"n$cate 5$th

the$r c"sto)ers See$n& the de)and o' the c"sto)ers 'or t$)e#* ser4$ces- these (an.s sho"#d a#so

re+"$re $ts e)p#o*ees to a#5a*s p"t the c"sto)er6s $nterests '$rst and do $t s$ncere#* to earn the$r

tr"st

The st"d* e#$c$ted '$4e +"a#$t* d$)ens$ons na)e#* respons$4eness- re#$a($#$t*- ass"rance-

e)path* and tan&$($#$t* These d$)ens$ons o' c"sto)er ser4$ce +"a#$t* ha4e (een $dent$'$ed and

esta(#$shed (* e7tens$4e research and that a## '$4e has (een 'o"nd to (e $)portant to c"sto)ers

The* ha4e a#so conc#"ded that the c"sto)er (ase ass$&n d$''erent #e4e#s o' $)portance to each

d$)ens$on The read$ness and 5$##$n&ness o' the e)p#o*ees to he#p the c"sto)ers (* pro4$d$n&

t$)e#* ser4$ces 5as 'o"nd to (e the )ost $)portant aspect $n respons$4eness d$)ens$on and the

Ban. o' the Ph$#$pp$ne Is#and &$4es $ts c"sto)ers the (est sat$s'act$on o' respons$4eness ,h$#e

the tan&$($#$t* d$)ens$on 5h$ch re'ers to the ph*s$ca# appearance o' the (an.s 5as the #east

$)portant a)on& the a'ore)ent$oned d$)ens$ons- and the BDO c"sto)ers 5ere #east sat$s'$ed

5$th th$s


30/33


31/33

a )ore sat$s'*$n& ser4$ce For '"t"re researchers- the 'o##o5$n& reco))endat$on )"st (e ta.en

$nto acco"nt>

: S$nce th$s st"d* "ses the SER/YYstecono)$ce"oradearoYana#eY4o#")eY39:1Yn3Y99pd'

Forne##- C#aes 8399; the Sat$s'$ed C"sto)er> ,$nners and Losers $n the Batt#e 'or B"*er

Pre'erence- Ne5 0or.- Pa#&ra4e2McM$##an

Hart#- ! 8399;- The Chan&$n& Cons")er> De)and$n& ("t Pred$cta(#e- International Food And

Agribusiness Management Review =83;- 2=1

Inter'aces In Co))erc$a# Ban.$n&. Journal Of Internet Baning And !ommer"e


32/33

Lo4e#oc.- C ,$rt%- ! 8399; Servi"es mareting. #eo$le, te"%nolog&, strateg&. Upper Sadd#e

R$4er> Pearson Prent$ce Ha##

O5"s"2Fr$)pon& 8:===;- Patrona&e Beha4$o"r o' Ghana$an Ban. C"sto)ers- International

Journal of Ban Mareting - :8:;- 1121:

[email protected] B C 839:9; Ident$'*$n& Ser4$ce


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