QUALITY OF RENDERED SERVICES AND CLIENTS’ SATISFACTION OF

LANDBANK BANSALAN BRANCH

An Undergraduate Thesis
Presented to the College Faculty of
St. Mary’s College of Bansalan, Inc.
Bansalan, Davao del Sur

In Partial Fulfillment of the

Requirements for the Degree
Bachelor of Science in Business Administration
Major in Financial Management

KISSE A. ALBERASTINE
RUBELENE P. SUERTE
JUSTINE DELA CRUZ

March 2023

I
 Chapter I

INTRODUCTION

Rationale

In the present globalized scenario, banks are trying their best to

redress the grievances faced by clients. The clients faced difficulties in terms

of withdrawal limits in Automated Teller Machines (ATM's) because it is the

most critical problem faced by the clients while using the services of their

banks (Garret, 2019). This problem can cause big issues for clients who

attempt to withdraw or deposit cash or perform other tasks and most clients

are not going to other Automated Teller Machines (ATM’s) that is functioning.

The competition faced by the banking sector is so stiff that they have to satisfy

the needs of the clients by identifying and resolving the problems they face

(Cooper, 2022).

In this sense, clients’ satisfaction plays an important role in a highly

competitive industry because there is a very large difference in loyalty

between clients who are simply satisfied and those who are really satisfied

(Agustiansyah & Taufik, 2019).Clients’ satisfaction is very crucial as it has

many benefits because satisfied clients can market the bank's services to the

benefit of the bank itself. In addition, clients’ satisfaction can also enhance

profitability as the current clients continue to enjoy the services. Clients’

satisfaction is the best way to secure loyal clients who will eventually turn into

brand ambassadors. Every agency should treat clients’ satisfaction as an

essential business factor and work on improving it (Szyndlar, 2023).

Given the importance of clients’ satisfaction among banking institution

the researchers found one factor which influence clients’ satisfaction which is

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the quality of rendered services. According to a study conducted by Tan et al.,

(2016) the quality of rendered services and clients’ satisfaction has a

significant relationship. It will ensure long-term stability and viability which will

mean higher deposits, loans, and income of the bank. Thus, it will be a great

help if the bank employees are more knowledgeable and passionate to serve

the clients efficiently and effectively. Also, Edi & Suherniyatin (2020)

stipulated that banks needs the commitment and efforts of employees in

providing the best service to clients. The service standards are the standard

guidelines used by employees at work, so if employees are committed to

implementing service standards, that can create customer satisfaction when

transacting at the bank.

Furthermore, the researchers have not come across a published study

that determined the bank quality of rendered services and its relation to

clients’ satisfaction in a local setting. In this regard, the researchers want to

see if quality of rendered services affects clients’ satisfaction at Landbank

Bansalan Branch. As a result, there is a need to perform this study since it

may raise concerns about the intended beneficiaries of this study and maybe

generate action plans for the clients.

Research Objectives

The primary purpose of this research is to determine the significant

influence of quality of rendered services on clients’ satisfaction of Landbank

Bansalan Branch. Specifically, it seeks to attain the following objectives:

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 1. To determine the level of quality of rendered services of Landbank

Bansalan Branch in terms of:

1.1 Deposit Products,

1.2 Livelihood Loans, and

1.3 Electronic Banking (e-Banking) Services.

2. To determine the level of clients’ satisfaction of Landbank Bansalan

Branch in terms of:

2.1 Quality,

2.2 Reliability, and

2.3 Extent of Fulfillment.

3. To determine the significant relationship between quality of rendered

services and clients satisfaction.

4. To determine the domain of quality of rendered services best

predicts the clients’ satisfaction of Landbank Bansalan Branch?

Hypothesis

The following null hypotheses will be tested at 0.05 level of

significance.

Ho1. There is no significant relationship between the quality of rendered

services and clients satisfaction of Landbank Bansalan Branch.

Ho2. There is no domain of quality of rendered services that best predicts the

clients’ satisfaction of Landbank Bansalan Branch.

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Review of Related Literature

Reading from the linked literature, books, journals, articles and the

internet by various authors pertinent to the current study effort are presented

in this area. The study focuses on Quality of Rendered Services and Clients

Satisfaction. The quality of rendered services, as revealed by Orcilla (2022),

was considered in the selection of indicators utilized in the study, Deposit

Products, Livelihood Loans, and Electronic Banking (e-Banking) Services.

These indicators were used to calculate the independent variable’s

parameters.

On the other hand, client’s satisfaction as indicated by Orcilla (2022),

was taken into consideration in the choice or selection of indicators used in

the study. The following indicators are Quality, Reliability, and Extent

Fulfillment. These indicators served as the parameters in measuring the

dependent variable.

Quality of Rendered Service

Quality of rendered services is an assessment of how well-delivered

service conforms to the client’s expectations. Services are increasingly

becoming a larger portion of many organizations regionally, nationally, and

globally and are considered a tool for revenue streams. In business sectors,

organizations often assess the service quality provided to their clients in order

to improve their service, quickly identify problems, and better assess their

client’s satisfaction (Gronroos, 2015).

Furthermore, each bank needs to rely on research to effectively

understand service quality and develop service related effective marketing

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strategies, as banking is perceived service based industry. Since, service

quality is a crucial variable in affecting clients’ behaviors and providing quality

service is essential maintaining clients’ satisfaction (Lee, 2017).

Moreover, in some manufacturing industries, service quality is

considered more important than product quality. Superior service quality is the

key to improved profitability, not the cost of doing business. Today’s

knowledge-intensive service businesses require reliable methods of

measurement, assessment, and improvement (Spohrer & Maglio, 2017).

In addition, quality of rendered services effects clients purchase

intention; his study proved that loyalty is the most significant factor of

service quality, followed by employee tangibles, behavior, and

convenience (Kaushik, 2013) also conducted research to find out how the

various dimensions of service quality impact customer’s word-of mouth. It

described four dimensions of service quality in retail banking sector, namely:

attitude, competence, tangibles and convenience. (Ganguli et al., 2017) also

identified four dimensions of service quality which are most valuable and

significant for customer satisfaction i.e. customer service, technology

security and information quality, technology convenience and technology,

usage easiness and loyalty. Customer satisfaction is the most important

element in attracting and maintaining the customers, specifically in the

banking.

Deposit Products. The first indicator of quality of rendered services is

deposit products which refer to deposit account at a banking institution that

allows money to be deposited and withdraw by the account holder. These

transactions are recorded on the bank’s books, and the resulting balances are

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recorded as a liability for the bank, and represent the amount owed by the

bank to the clients. Some banks charge a fee for this service, while others

may pay the client interest on the funds deposited (Ariful, 2015).

On the other hand, deposit product shows that the clients were

satisfied with the level of quality of rendered services of a bank. This means

that the bank rendered good services in terms of deposit products. This also

connotes that the bank strictly adheres. The bank respects the right to data

privacy of its depositors and ensures that personal data and information being

processed are secured and protected (Machakoto, 2018). And also, it

emphasized the possibility of avoiding costly recurrent bank account

maintenance fees while also earning interest on credit balances.

Furthermore, it emphasized the possibility of avoiding costly recurrent

bank account maintenance. Due to a better awareness of the clients profile

value for obtaining credit, bank account holders increased post-intervention

compared to pre-tutorial. Due to a better awareness of the client’s profile

value for obtaining credit, bank account holders increased post-intervention

compared to pre-tutorial. Despite the potential financial benefits, several

students were hesitant to keep their bank accounts active. While maintenance

fees may help banks recover user costs, losing clients to low-cost cordless

alternatives may be more expensive (Motlhabane, 2017).

Livelihood Loans. The second indicator is livelihood loans. Livelihood

loans are an assistance program that provides loans requiring capital. It

implies that even on loans. Livelihood loans provide access to basic needs,

the opportunity to thrive, alongside a sense of identity and belonging. It can

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provide benefits to some; the societal system is life with social problems,

including lack of access to employment, and exploitation (Manion, 2015).

Moreover, most of the clients of the Landbank are situated in a far flung

area where connection to the internet is a challenge opened and

implementing the electronic salary loan, the officers and staff finds way to

make it easier for them. In support of this, successful inventions faced initial

user resistance, which hampered or slowed the adaption process. Mobile and

internet banking developments in the Philippines were not immune to this

trend. The acceptability of this idea may be hampered by initial opposition.

Understanding the causes of innovation resistance was beneficial because

the invention faced widespread opposition from bank client (Atienza, 2019).

Furthermore, credit risk identifications, assessment, monitoring, and

control increased salary loan performance as bank. According to the

research, banks management should give specialized credit risk management

training to personnel and clients, as well as build a customized credit

management system to coordinate the credit risk management process

(Kizza, 2019).

Electronic Banking (e-Banking) Services. The last indicator is

electronic banking (e-banking) services. Electronic Banking (e-Banking)

Services is often referred to as online banking and mobile banking. Online

banking and mobile banking are two platforms through which banks can

provide better-access services to customers. Specifically, the customer using

online banking is through the computer associated with the internet, whereas

the customer using mobile banking is through the wireless gadget (Al-khalaf &

Choe, 2020).

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 In addition, electronic banking services refer to the provision of various

electronic networks to carry out bank transactions, such as the internet,

mobile, and telephone. Nowadays, the demand and desires of clients for

electronic banking services are increasing, and they want to make use of

them anywhere, at any time, without any cost-effective time or place

constraints (Hammoud et al., 2018).

Moreover, it is claimed that the widespread usage of information

technology applications related to e-banking was a significant challenge for

the banking industry. This raised concerns about e-security, such as cyber-

attacks on client profiles, account takeover, and data-messaging fraud.

Personal information about customers was being taken, and financial

transactions were being concealed (Normalini & Ramayah, 2019).

Furthermore, internet banking gives clients more control over their

financial issues in an easy-to-use and pleasant environment. Internet banking

could also assist the bank in saving money, expanding its non-core business,

and expanding its client base. As a result of these benefits, internet banking is

quickly gaining popularity among users. Banking firms have been compelled

to change their services in response to changing client expectations by

providing high-quality internet banking services (Hamzah, 2015).

Likewise, changes in technology and government laws were key

contributors to the banking industry’s demand for service quality

enhancement. According to the analysis, the rising demand for higher-quality

service via improved product offerings and value-added services has driven

most financial institutions to realign their current business operations to

include new technology. The ability of an organization to deliver expected

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standards at all times, how it managed client service problems, delivering the

necessary services the first time, providing services on time, and maintaining

an error-free record were all reliable. Consistency and dependability were two

important factors influencing banking services (Iberahim, 2016).

Client’s Satisfaction

Client satisfaction has been one of the essential concerns of today’s

banking industry. A client always wants the best services from the bank. The

effort to get or retain clients is by providing quality services to clients, and

understanding service is limited to meetings clients’ needs and personal

satisfaction. If the bank services with the best optimal service, it means that

the goal of satisfying clients will be sustainable so that clients will feel loyal to

the bank (Hossain et al., 2021).

In addition, organizations must be client-centered, deliver superior

value to clients, and build relationships. Today’s organizations keep track of

their clients' satisfaction and even their competitors. Client satisfaction is the

outcome of an evaluation process that compares what was received from the

service and the commodity with expectations. Satisfaction concerns the

client’s judgment as to whether the goods and services meet expectations

and needs and provide a satisfactory level of consumption-related fulfillment

(Pakurar et al., 2019).

On the other hand, clients’ satisfaction has been one of the oldest and

widely used terms in marketing literature. Clients’ satisfaction refers to the

customer’s general intention and perception based on their consumption or

usage experience of a product or service. It measures the customer’s acumen

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and expectation regarding the consumed product or service’s performance

and evaluates whether the product or service performance has been able to

satisfy customer’s expectation (Sultana & Das, 2016).

Nowadays, market has transferred from manufacturing-market to

consumer-market. According to Trivedi, (2015)argued that clients has now

become the king, and thus, more valuable for the market. Market is now much

focused on clients’ desire, and clients’ expectation directly affects customer

satisfaction. Therefore, knowledge regarding customer satisfaction helps

service providing firms to improve their service quality.

However, Belas et al., (2015) explained that as a result of different

crisis that have occurred in the banking sector, clients are now sensitive to

banks activities. Therefore, crucial that these activities ensure that clients are

well taken care of and are satisfied if the banks have any hope of retaining

them and maintaining good reputation. (Koraus, 2015) purported that a

satisfied clients translate into loyal clients and retaining them requires as

much as five times less effort and money compared to recruiting a new one.

Clients satisfaction is therefore highly important and at the heart of a

successful business and long-standing enduring relationship between the

company and the client.

Moreover, clients’ satisfaction is a measure of how products and the

services provided meet or surpass customer expectations (Kotler &

Armstrong, 2018). It refers to the final state of a process in which the

customers evaluate the perceived benefits obtained from using service

(Oliver, 2010). If a company wants customers to perceive their products or

services as valuable, customer satisfaction must be fulfilled (Zameer et al.,

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2015). Satisfied customers tend to stay loyal with products that can satisfy

their needs and wants (MohdSuki, 2017).

Quality. The first indicator of client’s satisfaction is quality. Finding

sources and evidence, assessing research, taking good notes, and planning.

Quality in banking is necessary in order to achieve goals effectively and

efficiently. In the recent era of global competition, organizations are required

to be able to improve their performance through quality improvement. This

can be done by fulfilling customer needs. Quality relates to satisfaction the

highest quality underlies the greatest satisfaction of consumers’ likings

(Yarimoglu, 2015).

Moreover, quality is an instrument of effective interaction, which refers

to the possibility of long-term financing of the real economy while maintaining

the profitability of the banking sector. The quality is divided into two terms, the

first being the technical quality, which refers to the one transmitted to the

consumer, and the second being the functional quality, which has to do with

the final results of the process done for the consumer (Jong et al., 2019).

At the same time, quality has to do with two aspects, the psychological

and the behavioral. They include access for the one offering the services and

the way the service is offered. What the consumer thinks of the service

rendered is based on three things: the employees' collaboration with

consumers, the environment in which the service is rendered, and the results

of the service. The happier the consumers, the more loyal they are. In today’s

bank environments, the happiness of the clients could be seen as a

considerable success measure, where pleasing the clients could lead to their

retention and, as a result, increased incomes for the bank (Caruana, 2017).

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 Furthermore, product knowledge was always at the top of the list. Using

information, the most influential elements impacting client purchasing

behavior may be identified, and product value and purchase risk can be

appraised. In support of this, great service was expected to have a direct and

positive impact on total client happiness as a result of the client’s current

assessment and consumption experience (Wang & Hazen, 2016).

In addition, banking was one industry where service quality was critical.

Because bank transactions were regular, banks must establish long-term

relationships with their customers, which involved openness and consistency

in communication. Because of the banking industry's quick pace of growth,

clients must be kept up to date on new products, services, and bank

technologies on a regular basis. Because bank customers came from a wide

range of socioeconomic backgrounds, their grasp and appreciation of how to

use and access bank goods and services must be addressed with empathy,

compassion, and vigilance. Customers valued a great customer experience

every time they transacted with their banks, but it was equally vital that their

bank transactions and finances were secure (Talavera, 2020).

Reliability. The second indicator of client’s satisfaction is reliability.

Reliability is also the ability of firms to perform their services at the right time

when they promise to do so (Cheserek et al., 2015). It is included in the

accuracy of all the functions that are performed by any firm, like checking

records properly, billing, and providing services at the exact time they are

recorded. Reliability includes many factors, including maintaining error-free

records of the firm and finally solving the problems of customers related to

services provided.

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 In addition, it is regarded as one of the critical variables of clients’

satisfaction levels under the service quality dimensions (Zhang et al., 2019).

Reliability represents the willingness to deliver the services promised and

complements operation accuracy (Devesh, 2019). Accuracy and consistency

of service delivery are the prime features of any reliable service. Clients will

not be subjected to service standards if they believe that the service is

inadequate. It is determining factors for maintaining clients in the banking

industry are processing the clients order on time, keeping the clients financial

records secure, supplying reliable financial reports and delivering guaranteed

services (Blut, 2016).

Furthermore, the reliability aspect of service quality has an influence

on client satisfaction. The same thing is reliability: the company’s ability to

provide services in accordance with what is promised accurately and reliably.

A relationship exists between dependability and client satisfaction. It is found

that reliability means organizations perform a service correctly and on time.

The better clients' perceptions of a company's reliability, the higher client

satisfaction will be (Famiyeh et al., 2018).

It is the ability to perform the promised services accurately and

consistently, including the frequency of updating the website, prompt replies

to customer enquiries, the accuracy of online purchasing and billing, prompt

deliveries and keeping personal information secure (Omar et al., 2015).And

also, reliability is factored as a leading dimension of e-service quality and

refers to consistency of delivery and dependability concerning website design.

Extent of Fulfillment. The last indicator is the most important thing in

business is contentment or extent fulfillment. When it came to commercial

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banks, the level of client satisfaction distinguished one bank from another,

therefore gauging client satisfaction was crucial. As a result, banks pay close

attention to client demands and complaints. Profitable businesses cannot

exist without satisfied clients, especially in the service industry. In addition, it

implies that the employees of Landbank are guided by the bank’s core values.

They are respectful and polite in attending to their client’s queries and needs.

On the other hand, the indicator that performs client’s transactions as

committed has the least mean due to some delays which may be caused by

uncontrollable circumstances such as system online-related issues which

need coordination with third-party service provider (Suvashini, 2015).

Moreover, extent of fulfillment means the accuracy of service promises

and delivery of the product and promised time (Sakhaei et al., 2015). In the

context of banking, fulfillment extent is to which the website meets customer

satisfaction in terms of promptness of web page loading and confirmation of

requested services (George & Kumar, 2015). However, this has more to do

with the internet service provider because the log-in and log-out speed mainly

depend on the provider.

In support of this, it is stated that the bank provided a comprehensive

range of banking products throughout its corporate headquarters and

comprehensive network of branches, such as business and individual bank

loans, wholesaling financial services, foreign exchange processes, global

trade financing, cash management, custodial offerings, credit but instead

charge debit cards, and investment banking services. As a result of their

repeat purchases, loyal customers become life-long customers. To satisfy

these customers, the bank must first comprehend their expectations,

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motivations, and goals. How clients responded to the quality of bank services

determines customer happiness. Because consumer behavior can change

quickly and dramatically, service quality was an important factor in

determining customer satisfaction (Suvittawat, 2015).

Correlation between Measures

There appears to be a link between the quality of rendered services

and client satisfaction. According to a study conducted by Tan et al., (2016),

the quality of rendered services and clients’ satisfaction have a significant

relationship. It will ensure long-term stability and viability, which will mean

higher deposits, loans, and income for the bank. Thus, it will be a great help if

the bank employees are more knowledgeable and passionate about serving

the clients efficiently and effectively.

Another thing that is no less important than the commitment and efforts

of employees in providing the best service to clients is the bank's clear service

standards in providing service to clients. As a result, service standards are the

standard guidelines used by employees at work, so if employees are

committed to implementing service standards, that can create customer

satisfaction when transacting at the bank (Edi & Suherniyatin, 2020). It is

found that service quality leads to client satisfaction, which means achieving a

high level of service.

Service quality is one of the important areas of business, especially for

service industries like the banks to retain their client and to attract new ones.

Good client service and service quality is what attract people to a business.

When client pleased they become long-term assets of the bank. Building

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strong client relations can tie a client and a business together. When client are

satisfied they feel well treated and are willing to treat the business well.

Perfect and smiley client service definitely improves client satisfaction.

As a process, service quality takes place over time before leading to

overall client satisfaction. Service quality has been found to be an important

factor in client satisfaction. (Cronin & Taylor, 2017) originally hypothesized

that satisfaction is an antecedent of service quality. They argued also that

service quality appears to be the only one of the service factors contributing to

customers’ satisfaction judgments. (Suda & Sarunya, 2015), examined the

effects of service quality on customer satisfaction in the private banking sector

by using two well-known measures: service quality and technical functional

quality. They compared and contrasted empirically the service quality and

technical/functional quality models. They tried to compare the various

dimensions of the two quality service models and their effects on satisfaction.

They mentioned that customer satisfaction is a multidimensional construct

and that these dimensions will be deferentially impacted by the various

components.

Review of Related Literature Synthesis

Service quality and client satisfaction are interrelated. The higher the

service quality, the greater the client satisfaction. Many agree that in the

banking sector, there are no recognized standard scales to measure the

perceived quality of bank service. Thus, competitive advantage through high-

quality service is an increasingly important weapon to survive. As a process in

time, service quality takes place before, and leads to overall client

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satisfaction. Service quality has been found to be an important input to client

satisfaction.

Client satisfaction can be experienced in a variety of situations and

connected to both goods services. It is highly personal assessment that is

greatly affected by client expectations. On the other hand, it was discussed as

a global problem that unsatisfied clients remind organizations of their low

performance. It shows that there are several factors that could potentially

affect clients’ satisfaction in the banking sector, including good relations

between banks and customers and trust.

In connection with this, findings determine that quality of rendered

services is a factor that affects clients' satisfaction. According to previous

studies, banks with a higher level of quality of rendered services show

increased client satisfaction. Moreover, the literature presented above

supports the claim that quality of rendered services is a factor that affects

clients' satisfaction.

Theoretical Framework

The study is anchored on Expectancy-Disconfirmation Paradigm

Theory by (Eklof et al., 2020), which indicates that performance expectations

regarding a product or service is significant in establishing satisfaction among

the customers. Customers are indeed comparing the performance of services

against one another such that their expectations are safeguarded. Satisfaction

is a psychological phenomenon that comes from perceived quality that is able

to exceed or meet the expectations of the customer. In relation to the theory

behind it can be well understood customer satisfaction is related to the quality

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of services provided by the banks. Quality of services set standards that

provide competitive advantage to the banks in this dynamic sector. The

predetermined standards set by the services help cities meet their predictive

needs and expectations.

This theory is helpful in the study because it seek to determine the

significance of the relationship between quality of rendered services and

customer satisfaction. Hence, customer satisfaction is related to the quality of

services provided by the banks. It will encourage clients to accomplish the

mission and objectives assigned by the bank, thereby enhancing individual

job performance.

Conceptual Framework

The conceptual paradigm in Figure 1 shows the independent variable

and dependent variable of the study. The independent variable is the quality

of rendered services of having the following indicators: Deposit products,

livelihood loans, and electronic banking (e-banking) services. Deposit

Products it consist of a wide variety of financial products whereby clients

deposit funds with a financial institution and may earn a financial return

depending on the deposit type and duration. Livelihood Loans refers to the

augment conduits funds for re-lending to finance their livelihood and to

augment conduits funds for re-lending to member to finance their house or

office repairs. Electronic Banking (e-banking) Services is a portal through

which clients can utilize various banking services such as making bills

payment and investment (Wang et al., 2017).

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 The dependent variable of the study is clients’ satisfaction which has its

indicators which are the following: Quality, reliability, and extent of fulfillment.

Quality is an instrument of effective interaction, which refers to the possibility

of long-term financing of the real economy while maintaining the profitability of

the banking sector. Reliability refers to as the probability of demands

satisfaction, is studied as a key performance indicator for measuring service

level of the banking company transmission system. Extent of Fulfillment is an

arising account from goods sold and services rendered by the fulfillment

business segments of the loan parties.

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 INDEPENDENT VARIABLE DEPENDENT VARIABLE

Quality of Rendered Clients Satisfaction

Services

 Quality
 Deposit Products
 Reliability
 Livelihood Loans
 Extent of Fulfillment
 Electronic Banking

(e-Banking) Services

Figure 1: The Conceptual Framework showing the variables of the study

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Significance of the Study

In the banking sector, it is critical to identify the service quality

dimensions that most predict clients’ satisfaction in order to concentrate on

them according to their degree of importance. Thus, the present study helped

bank managers better understand how to hold loyal clients by satisfying their

overall needs with the expectation that they will advocate for the bank and

place their trust in the bank, which results in good profit and enhances its

reputation as well.

This study will be conducted to determine the relationship of quality of

rendered services and clients satisfaction of Landbank Bansalan Branch. This

will be beneficial to the following: Bank Institutions, Board of Directors and

Managers, Employees, Clients, and Future Researchers. First, the results of

this study would benefit the policymakers regarding the contribution and

trends of banking performance. It would allow them to take necessary

initiatives to promote and improve banking performance, thus economic

development. Second, the results will provide enough suggestions to the top

management and managers, where employees are heard and valued,

fostering a sense of inclusivity and community while honoring diversity within

the organization, which leads to improved employee job performance. Third,

this study will help employees raise their concerns and give constructive

feedback towards the rendered services. By increasing levels of strong

services in a work setting employees can form a strong connection with their

peers, organization, and their role, enhancing their work experience and

increasing their individual job [Link], the results of this study will

benefits clients to build profitable long-term relation of the banking industry.

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And also it can help bank understand what their clients think of their

[Link], the results of this study are useful to the future researchers in

numerous ways. As an extension of prior research, the results of the study

add to the literature and contribute evidence to substantiate the link between

quality of rendered services and clients’ satisfaction.

Scope and Delimitation

The present study will only focus on determining the significant

influence of quality of rendered services and clients satisfaction of Landbank

Bansalan Branch. It will conduct in the fourth quarter of 2023 in the locality of

Bansalan, Davao del Sur, it will be limited only to the 100 clients in MABAMA

specifically in Magsaysay, Bansalan, and Matanao.

With this regard, there are also other factors which contribute to clients’

satisfaction such as: service responsiveness, empathy, and tangibility.

Definition of Terms

These are the following terms in this study that are operationally defined for

clarity purposes:

Quality of Rendered Services. As used in this study, it refers to

clients perceived level of deposit products, livelihood loans, and extent of

fulfillment.

Clients Satisfaction. As used in this study, it refers to clients’ level of

quality, reliability, and extent of fulfillment.

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 Landbank of the Philippines. As used in this study, it refers to the

fulfilling its social mandate of promoting countryside development while

remaining financially valuable.

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 Chapter II

METHODOLOGY

Presented in this chapter are the discussions on the research design,

the research locale, the population and sample, the research instrument, the

data collection, the statistical tools, and the ethical contributions.

Research Design

This study will use a quantitative-descriptive-correlational method as a

research design. The quantitative-descriptive-correlational method is a

research methodology that involves collecting and analyzing numerical data

to describe and identify relationships between variables. This approach

typically involves collecting data using standardized measures or surveys,

and using statistical analyses to describe the data and examine correlations

between variables. This method can be useful in a wide range of fields,

including psychology, sociology, and education. It is particularly useful when

researchers want to examine relationships between variables, but do not have

a clear hypothesis or theoretical framework to guide their research (Salkind,

2010).

Research Locale

The Municipality of Bansalan is a 1st class municipality in the province

of Davao del Sur, Philippines. It is situated at the north-western part of the

Province of Davao del Sur. It is one of the progressive municipalities in the

province of Davao del Sur. Bansalan is also keeping up with the times in

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terms of technology. It has access to cable television, internet, and cell phone

sites. It may not be at par with the big cities but it’s getting there.

Magsaysay is a landlocked municipality in the coastal province of

Davao del Sur. Magsaysay is also the daughter municipality of Bansalan

which has 22 barangays. It is bounded on the north by North Cotabato, on the

south by Hagonoy and on the west by Bansalan. . Hence, the municipality is

basically an agricultural town where majority of the people are farmers. The

municipality is tagged as the rice granary of Davao del Sur because it

accounts the largest rice production in the entire province. The town produces

other crops like cacao, mango, coffee, banana, sugarcane, root crops, and a

variety of vegetables.

The Municipality of Matanao, is a second class municipality in the

province of Davao del Sur, Philippines. Matanao is a second-class

municipality within the province of Davao del Sur, Philippines. This town is

bordered on the west by the metropolis of Columbio, and the north by the

cities of Magsaysay and Bansalan and the east by Hagonoy and the town of

Digos, and the south by Kiblawan. Matanao is politically subdivided into 33

barangays. Although, predominantly a rice farming municipality, this

municipality is a growing area for banana cultivation.

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Figure 2. Map of Davao del Sur, Philippines

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Respondents of the Study

The study respondents will be the clients in Landbank Bansalan

Branch. To determine the exact number of clients’ respondents, purposive

quota sampling will be used.

The target population is 100 respondents of clients in Landbank

Bansalan Branch. Respondents will be chosen using purposive quota random

sampling. The use of purposive quota sampling removes all the hints of bias

because individuals who make up the subset of the larger groups are chosen

at random, each individual in the large population set has the same probability

of being selected.

Research Instrument

This study will use survey questionnaires. The questionnaire for quality

of rendered services was adapted from (Orcilaa, 2022) which is modified to fit

into the study. Quality of Rendered Services has the following indicators:

Deposit Products, Livelihood Loans, and Electronic Banking (e-Banking)

Services.

In evaluating the quality of rendered services, the five orderable

gradations of with their respective range of means and descriptions was used

as follows.

Range of Descriptive Interpretation

Means Equivalent

4.20 – 5.00 Very High This means that the items

related to quality of

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 rendered services are

always manifested.

3.40 – 4.19 High This means that the items

related to quality of

rendered services are

oftentimes manifested

2.60 – 3.39 Moderate This means that the items

related to quality of

rendered services are

sometimes manifested.

1.80 – 2.59 Low This means that the items

related to quality of

rendered services are

seldom manifested.

1.00 – 1.79 Very Low This means that the items

related to quality of

rendered services are not

manifested.

The questionnaire for clients’ satisfaction was adapted from (Orcilla,

2022), which is modified to fit into the study. Clients Satisfaction has the

following indicators: Quality, Reliability, and Extent of Fulfillment.

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 In evaluating clients’ satisfaction, the following range of means with

their descriptions was used.

Range of Descriptive Interpretation

Means Equivalent

4.20 – 5.00 Very High This means that the items

of clients’ satisfaction are

always manifested.

3.40 – 4.19 High This means that the items

of clients’ satisfaction are

oftentimes manifested.

2.60 – 3.39 Moderate This means that the items

to clients’ satisfaction are

sometimes manifested.

1.80 – 2.59 Low This means that the items

of clients’ satisfaction are

seldom manifested.

1.00 – 1.79 Very Low This means that the items

of clients’ satisfaction

performance are not

manifested.

Data Collection

The research instrument’s first draft was given to the research adviser

for comments, suggestions, and recommendations to improve its

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presentation, with corrections to be included and integrated. The final versions

were refined by a group of specialists. The final edition was incorporated the

errors, comments, and suggestions submitted by the expert validators before

data collection.

In the collection of data, the researchers will ask permission from the

school president S. Ma. Ceferina E. Bodiongan, RVM, to allow the

researchers to conduct the study.

Upon approval, the researchers will send a letter to the authorities of

the bank, to allow the researchers to conduct the study among clients

satisfaction.

The researchers will personally distribute and administer the research

instrument on Quality of Rendered Services and Clients Satisfaction to ensure

100 percent retrieval of the questionnaire. Consequently, the data gathered

will be tallied, tabulated, analyzed, and interpreted statistically.

Statistical Tools

This study used the following statistical tools:

Mean. This statistical technique will be used to assess the level of

quality of rendered services and clients satisfaction of Landbank Bansalan

Branch.

Pearson R. This statistical tool will be use to determine the significant

influence between quality of rendered services and clients satisfaction of

Landbank Bansalan Branch.

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 Linear Regression. This statistical method will be used to identify

which domain of quality of rendered services best predicts clients satisfaction

of Landbank Bansalan Branch.

Ethical Consideration

The researchers observed full ethical standards in the conduct of the

study, following the study protocol assessment and standardized criteria

particularly managing the population and data, such as, but not limited to:

Voluntary Participation. Respondents of the study were given the

freedom of will to participate in the conduct of the study without any form of

consequence or penalty. Therefore, after the purpose and benefits of the

study were presented to the participants, the participants’ free will to

participate in the conduct of the study was carefully considered and was

adhered-upon.

Privacy and Confidentiality. The respondents’ personal and private

information that was required in the study were treated with utmost care and

were kept strictly confidential.

Informed Consent Process. The research questionnaires were free

from technical terms and were understandable. It provided the respondents a

clear view of the purpose and benefits that the study brought to the clients,

the company, and the community per se. The research questionnaires were

administered with consent from the appropriate authorized command channel.

Recruitment. The participants of the study were comprised of 120

clients in Landbank Bansalan Branch.

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 Risks. The study had not exposed the participants to risks of any

forms, including, but not limited to, inflections of physical, psychological,

social, nor economic aspects.

Benefits. The result of the study was beneficial to the customer/clients,

board of directors, managers, and employees. To identifying whether or not

there is a relationship between quality of rendered services and clients

satisfaction.

Moreover, other ethical concerns, such as plagiarism, fabrication,

falsification, conflict of interest, focus group participation, identification, deceit,

observation of people in public, technology issues, and concerns relating to

authorship were observed with utmost discretion.

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 Chapter III

RESULTS AND DISCUSSION

Presented in this chapter was the data analysis of findings based on

the data collected from the research instruments, which was used in this study

to determine the influence of quality of rendered services and clients’

satisfaction of Landbank Bansalan Branch. Interpretations of results were

engaged in the following subheadings: the level of quality of rendered

services of Landbank Bansalan Branch, the level of clients’ satisfaction of

Landbank Bansalan Branch, the significance on the relationship between

quality of eendered services and clients’ satisfaction of Landbank Bansalan

Branch.

It was noted that the standard deviation ranged from 0.383 to 0.519

which are less than 1.0 which is the typical deviation for a five-point Likert

Scale, according to Wittink and Bayer (1994). This means that the rating

obtained in the study was very close to the mean indicating consistency of

responses.

Level of Quality of Rendered Services of Landbank Bansalan Branch

The first objective of this study was to determine the level of quality of

rendered services of Landbank Bansalan Branch. This has the following

indicators, namely deposit products; livelihood loans; and electronic banking

(e-Banking) services.

Table 1. Level of Quality of Rendered Services of Landbank Bansalan

Branch

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 Items N Mean SD Descriptive
Equivalent

Deposit Products 100 4.24 .592 Very High

Livelihood Loans 100 3.96 .603 High

Electronic Banking (e- 100 3.99 .611 High

Banking) Services

Quality of Rendered 100 4.06 .505 High

Services

Shown in Table 1 was the analysis on the level of quality of rendered

services of the Landbank Bansalan Branch. The level of quality of rendered

services got an overall mean score of 4.06 or high with a standard deviation of

0.505. This means that the quality of rendered services was always

[Link] data means that the clients were fully satisfied as to the level

of rendered services.

This results meaningfully resonates the study of Nirmala, et., (2020)

the service quality is an important factor in determining customer satisfaction,

for example the clients’ had a very low tolerance for having to wait for financial

services for an extended period of time. Hence, the great service was

expected to have a direct and positive impact on clients’ happiness as a result

of the clients’ current assessment and consumption experience.

In particular, among the three indicators of quality of rendered services,

the deposit product was determined to be the most dominating indicator.

Based on the data result, the deposit product gets a mean score of 4.24 or

very high with a standard deviation of 0.592, which was always manifested.

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This further implies that the Landbank Bansalan Branch maintains the

confidentiality of deposit products.

This was supported by Machakoto (2018) that the banker’s duty of

confidentiality began with the establishment of the bank-client link and

continued until the contract was canceled or even after death. The

responsibility of confidentiality was an implicit or tacit term between the bank

and the consumer. This meant that each transaction between a bank and a

customer carried a contractual obligation. Furthermore, according to Pamaos

(2016), banking secrecy reflects the government’s goal of encouraging

individuals to save in banks so that the money can be put to good use through

sanctioned loans and contribute to economic advancement.

Furthermore, Motlhabane and Ketsia (2017) emphasized the posibility

of avoiding costly recurrent bank account maintenance fees while also

earning 0% interest on credit balances. Due to a better awareness of the

client’s profile value for obtaining credit, bank account holders increased post-

intervention compared to pre-tutorial. Despite the potential financial benefits,

several students were hesitant to keep their bank accounts open. Due to

account management fees, students were discouraged from keeping their

bank accounts active. While maintenance fees may help banks recover user

costs, losing clients to low-cost cardless alternatives may be more expensive.

The second highest indicator was the Electronic Banking (e-Banking)

Services with the mean score of 3.99 or high and a standard deviation of

0.611, which means that is oftentimes manifested. This implies that the

Landbank Bansalan Branch earns the trust and confidence in maintaining the

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confidentiality of information. Considering that most of the transactions are

done online.

This echoed to the ideas of Normalini and Ramayah (2019) considering

that most of the transactions are done online, Landbank still manages to keep

the confidentiality of information. Its online banking has security features to

prevent hacking and phishing of data. It ensures compliance with all

applicable laws and policies. On the other hand, the Bank provides immediate

resolution to the problems encountered during an online transaction implying

that there is an influx of queries and concerns on online banking.

Furthermore, Ong and Teh (2016) stated that fast resolutions to

complaints helped individuals overcame their impression that obtaining

redress was difficult. For procedures to be accessible and successful;

consumers must be able to obtain them readily and conveniently. Consumers

should be able to express their concerns and sought appropriate remedies

through such channels. Consumers offered comments on complaint

processing that was trustworthy and satisfactory, refund options that were

obvious and easy, and merchant accountability in problem resolution, that the

widespread usage of information.

The lowest indicator was the livelihood loans with a mean score of 3.96

which is still high and a standard deviation of 0.603, which means that is

oftentimes manifested. This implies that even on loans, Landbank Bansalan

Branch protect its clients right of data privacy while ensuring free flow of

information to promote innovation and growth.

The validates to idea of Atienza (2018) that even successful inventions

faced initial user resistance, which hampered or slowed the adoption process.

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Mobile and internet banking developments in the Philippines were not immune

to this trend. The acceptability of this idea may be hampered by initial

opposition. Understanding the causes of innovation resistance was beneficial

because the invention faced widespread opposition from bank customers. In

this study, the innovation resistance framework was used, which covered five

barriers: usage, value, risk, tradition, and image. The risk was the greatest,

while the utilization barrier was the smallest.

Level of Clients’ Satisfaction

The second objective of this study was to ascertain the level of clients’

satisfaction of Landbank Bansalan Branch which was measured through a

survey questionnaire with the following indicators: quality; reliability; and

extent of fulfillment.

Table 2. Level of Clients’ Satisfaction of Landbank Bansalan Branch

Items N Mean SD Descriptive

Equivalent

Quality 100 4.22 .621 Very High

Reliability 100 4.06 .662 High

Extent of Fulfillment 100 4.38 .488 Very High

Clients’ Satisfaction 100 4.22 .496 Very High

Data further revealed the level clients’ satisfaction of Landbank

Bansalan Branch. Computations yielded a grand mean score of 4.22 or very

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high with a standard deviation of 0.496. This indicated that the clients’

satisfaction Landbank Bansalan Branch is always manifested. This implies

that employees of Landbank Bansalan Branch are guided by the banks’ core

values which include social responsibility, trust, excellence, and

professionalism. They are respectful and polite in attending their clients’

queries and needs.

The result authenticates the report on Kundu & Datta, (2015) that

clients’ satisfaction is one of the essential apprehensions of today’s bank

industry. A customer always wants the best services from the bank. On the

other hand, client’s satisfaction majorly depends on the provisions of an

approach for the manager so that the higher client’s satisfaction for the future

could be obtained by the bank Mishra et., (2009).

From this result, the indicator of clients’ satisfaction of Landbank

Bansalan Branch yielded the highest mean score as shown in Table 2 is the

extent of fulfillment with a mean score of 4.38 or very high and standard a

deviation of 0.496, which means it is always manifested. This implies that the

employees of Landbank Bansalan Branch are respectful and polite in

attending their clients’ quaries and needs.

This was supported by Vershinina, (2017) that one of the most

important things in business is contentment or extent fulfillment. When it came

to commercial banks, the level of customer satisfaction distinguished one

bank from another; therefore gauging customer satisfaction was crucial. As a

result, banks pay close attention to customer demands and complaints.

Profitable businesses cannot exist without satisfied customers, especially in

the service industry.

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 The second highest indicator was the quality with a mean score of 4.22

or very high and a standard deviation of 6.62, which means it is always

manifested. This implies that clients’ satisfaction follows the citizen charter

which governs the operations of the bank. It is composed of the products and

services, its target market, features, processes, responsible person, unit, fees,

and standard processing time.

This was supported by Wang and Hazen, (2016) that banking service

quality was defined in the same way that service quality, in general, was

defined. A new factor termed "compliance" was added to characterize an

Islamic bank's ability to function in accordance with Islamic law standards.

CARTER had six dimensions: first, adherence referred to the suitability of

banking facilities with Islamic values and rules; second, assurance referred to

services of consciousness and good manners of the labor forces that the

Islamic bank utilizes; and third, guarantee referred to the offerings of

consciousness and good manners of the labor forces that the Islamic bank

utilizes. It also covered all kinds of interactions between Islamic bank labor

forces and consumers; third, durability, which related to the ability to deliver

the good service in a repeatable manner; fourth, tangibles, referred to the

appearance of physical components; fifth, empathy, referred to the ability of

workforces to consider and customize attention for consumers; and sixth,

attentiveness, means the ability and eagerness of laborers to serve clients

and provide timely solutions.

The lowest indicator was the reliability with a mean score of 4.06 which

is still high and a standard deviation of 0.662, which means that, is oftentimes

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manifested. This implies that the Landbank Bansalan Branch gives utmost

respect to the privacy of the clients.

This validates the idea of Kaynak, (2015) the Bank gives importance to

the trust given by the clients and other stakeholders that it will perform

consistently well in delivering the needed services. On the contrary, the

indicator that exhibits sincere interest to solve clients’ issues and problems

has the least mean as not all employees shows initiative to extend an extra

mile to solve the client’s concerns and problems. It may also be attributed to

strict compliance to written policies and guidelines. The Bank gives

importance to the trust given by the clients and other stakeholders that it will

perform consistently well in delivering the needed services.

Significance on the Relationship between Quality of Rendered Services

and Clients’ Satisfaction

One important purpose of this study was to determine whether or not

the quality of rendered services has significant relationship to the clients’

satisfaction of Landbank Bansalan Branch. The results of the computations

are shown in Table 3.

Table 3. Correlation between Quality of Rendered Services and Clients’

Satisfaction of Landbank Bansalan Branch

Variables N R P

Quality of Rendered Services*

100 .814 .000
Clients’ Satisfaction of

Landbank Bansalan Branch

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 As shown in the table, the overall r-value on the correlation between

the level of quality of rendered services and clients’ satisfaction of Landbank

Bansalan Branch is 0.814 with the p-value of 0.000 which means that there

was a strong relationship between quality of rendered services and clients’

satisfaction of Landbank Bansalan Branch.

This was supported to the contention of Parasuraman et al., (2017)

that saw a strong connection between quality of rendered services and clients’

satisfaction are related from their definitions to their relationships with other

aspects in business. Some authors have agreed to the fact that service quality

determines clients’ satisfaction in their study, proposed that when perceived

service quality is high, and then it will lead to increase in clients’ satisfaction

Regression of Associations on the influence of Quality of Rendered

Services and Clients’ Satisfaction of Landbank Bansalan Branch

Data shown in Table 4 was the regression coefficients’ to test the

significant influence of quality of rendered services and clients’ satisfaction of

Landbank Bansalan Branch. Using the regression analysis, the data revealed

that the mentioned independent variable above has a significant influence to

the dependent variable as seen in its computed F value of 66.257 and p-value

of 0.000*.

Table 4. Regression of Associations between Quality of Rendered

Services and Clients’ Satisfaction

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 Factors Β SE t P

(Constant) .919 .238 3.868 .000

Deposit Products .333 .059 5.651 .000

Livelihood Loans .149 .068 2.202 .030

Electronic Banking (e- .326 .064 5.118 .000

Banking) Services

R2 .674

F 66.257

P .000*

Data implies that quality of rendered services was significant factors to

clients’ satisfaction of Landbank Bansalan Branch since the multiple linear

regression computation gained p .000. The R 2 value of 0.674 implies that 67

percent of the variance of quality of rendered services Landbank Bansalan

Branch was influenced by clients’ satisfaction competence while the

remaining 33 percent was attributed by other factors. The overall results of

that quality of rendered services predict clients’ satisfaction. Hence, it signifies

the rejection of null hypotheses.

Further, as can be seen in Table 4, the quality of rendered services

had significant positive regression weights (β = .333; p-value=.000). These

values mean that in every one-unit increase in the predictor variable which in

this case was the deposit products, there will be an increase of .333 units to

the outcome variable, clients’ satisfaction. This data indicates that Landbank

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Bansalan Branch with high levels deposit products is expected to have higher

clients’ satisfaction.

This result was supported Tan (2016) that service quality and customer

pleasure were two of the most important business competition characteristics

in the banking industry. Given the increasingly strong competition for clients,

these factors were key management priorities in today’s banking industry.

Using data from the customers of the bank. They discovered that the

customers of the bank had higher expectations than perceived service quality,

and that the tangible component had the most influence on customer

happiness. The findings have a variety of implications for bank management

in terms of enhancing customer service quality in order to benefit from the

institutions concerned.

According to Altejar and Dizon (2019), mentioned that contemporary

company organizations have realized that client loyalty was a key component

for the firm's development while also playing an important part in extending

market esteem. Nonetheless, the most significant components required to

fulfill or exceed the customer's delight were the product and its highlights,

capabilities, reliability, sales activity, and customer service. Customers who

were delighted with their purchases were more inclined to return and spend

more. Customer service was one of the organizational methods that firms

used to remain competitive and attracted innovative possibilities for greater

productivity and better access.

Furthermore, Talavera (2020) stated that service quality was a key

differentiator for service organizations because it was linked to client

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retention, corporate image and reputation, and higher profitability. Because of

the variety of services available, the client experience may vary depending on

a number of factors. Because services cannot be stored (perishability) and, in

most cases, production and consumption of services occurred concurrently

(inseparability), customer experiences of service played an important part in

determining service quality. Banking was one industry where service quality

was critical. Because bank transactions were regular, banks must establish

long-term relationships with their customers, which involved openness and

consistency in communication. Because of the banking industry's quick pace

of growth, clients must be kept up to date on new products, services, and

bank technologies on a regular basis. Because bank customers came from a

wide range of socioeconomic backgrounds, their grasp and appreciation of

how to use and access bank goods and services must be addressed with

empathy, compassion, and vigilance. Customers valued a great customer

experience every time they transacted with their banks, but it was equally vital

that their bank transactions and finances were secure.

Chapter IV

CONCLUSIONS AND RECOMMENDATIONS

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 This chapter presented the summary of findings and conclusions

derived from the study, as well as recommendations formulated based on the

data from the findings and conclusions.

Findings

The study was conducted to determine the significance of the

relationship between quality of rendered services and clients’ satisfaction of

Landbank Bansalan Branch.

The primary objective of the study included to obtain an accurate data

on the level of quality of rendered services in terms of deposit products,

livelihood loans and electronic banking (e-banking) services. Also, the clients’

satisfaction of Landbank Bansalan Branch in terms of quality, reliability, and

extent of fulfillment. It also aimed to determine relationship between the

significant of quality of rendered services and clients’ satisfaction of Landbank

Bansalan Branch.

To find answers to the foregoing questions, the researchers conducted

a survey through printed survey questionnaires to the clients’ of Landbank

Bansalan Branch. The researchers employed descriptive correlation method

of research using an adapted questionnaire as the research instrument in

gathering the necessary data. The statistical tools used in interpreting and

analyzing the data were mean, and Pearson Product Moment Correlation

Coefficient or Pearson r.

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 Based on the findings and conclusions, the following recommendations

were put forward to those concerned:

The findings of the study were as follows: The overall mean score of

the quality of rendered services in terms of deposit products; livelihood loans;

and electronic banking (e-banking) services were interpreted to be a high

level.

On the other hand, the mean ratings of the indicators in the clients’

satisfaction of Landbank Bansalan Branch in terms of quality; reliability; and

extent of fulfillment were interpreted to be a very high level.

Generally, the findings of this study showed that the Landbank

Bansalan Branch would help in attaining clients’ satisfaction and sustain

clients’ trust in the bank.

Moreover, the Pearson r showed that there was significant relationship

between quality of rendered services and clients’ satisfaction of Landbank

Bansalan Branch. This allowed the researcher to reject the null hypothesis.

Concluding Remarks

Based on the findings of the study, the following conclusions were

presented:

The level of quality of rendered services in terms of deposit products,

livelihood loans, and electric banking (e-banking) services was high. Quality of

rendered services shows a high impact to the clients’ of Landbank Bansalan

Branch. Having a high level of quality rendered services leads to achieve

highest satisfaction of the clients.

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 Moreover, the level of clients’ satisfaction of Landbank Bansalan

Branch in terms of quality, reliability, and extent of fulfillment was high. The

Landbank Bansalan Branch is providing high quality of rendered services to

makes the clients’ feel valued, helps meet their needs and more effectively

and improves their overall customer retention.

Likewise, there was a significant relationship between quality of

rendered services and clients’ satisfaction of Landbank Bansalan Branch. The

extent of the quality of rendered services was an important driver of the bank

industry.

Implications for Practice

In the light of the foregoing findings and conclusions, the following

recommendations are offered:

First, the branch head may ensure that the existing quality of rendered

services on deposit products, loans, and e-banking are maintained. Further,

continuous training and workshop on customer service may be conducted to

have exceptional customer experience. This may focus on knowledge, skills,

and attitude on customer service.

In addition, the personnel make sure that the clients are satisfied with

the quality and rendered services and have given what is expected of the

clients before they go out of the bank. In addition, the bank personnel may

deliver what has been committed to the clients. Also, the officers of the bank

may always be visible to immediately address the needs and queries of the

clients.

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 Furthermore, the branch head may assess the competency of each

employee. The results thereof can be a tool designing the best interventions

for them to become more effective and efficient. Thus, the branch may

implement job rotation every 6 months so that all employees will be well-

versed and well-rounded in every assigned tasks of each position. Also, the

bank employees may sustain the good rapport with the clients and create a

friendly environment that encouraged feedback and queries.

Moreover, the branch may continue to follow the citizen’s charter and

be cautious on the standard processing time and deliver the required services

as committed. Employees should do extra miles to delight clients. Also, the

branch should continue the adhere to Bank Secrecy Law, Data Privacy Act

and other applicable laws to ensure that personal data and information being

processed are secured and protected.

Lastly, the Landbank Bansalan Branch may adopt the feedback

mechanism techniques crafted by the proponent in order to have exceptional

clients’ satisfaction, thus ensuring the operations sustainability and viability.

Implications for Future Researcher

The future researchers can explore other factors that may have

significant influence on quality of rendered services, or may replicate the

study to confirm and validate the present results of this study. They were also

recommended to expand the number of respondents in their study and not

only focus to one specific research locale. Additionally, future researchers can

investigate the effectiveness of quality of rendered services in influencing

clients satisfaction.

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QUALITY OF RENDERED SERVICES AND CLIENTS’ SATISFACTION OF
LANDBANK BANSALAN BRANCH

Survey Questionnaire

Dear Respondent,

The Researchers are conducting a study on “QUALITY OF RENDERED

SERVICES AND CLIENTS’ SATISFACTION OF LANDBANK BANSALAN
BRANCH.” In view of this, an adapted questionnaire will be used to gather
information for the study. Your participation by way of answering it is very
vital. Without it, the study will not be completed as it should be. Kindly fill up
the questionnaire with honesty. Please feel assured that your anonymity and
the information you will give will be treated with the strictest confidentiality.
Thank you very much for your very kind response to my request.

Very sincerely yours,

KISSE ALBERASTINE
RUBELENE SUERTE
JUSTINE DELA CRUZ
Researchers

Name (Optional): _____________________

Have you experienced the service of Landbank. Yes No

Direction: Please check the corresponding numbers of each item. Be truthful

with your response.

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5 – Always The statements are manifested at all times

4 – Often The statements are oftentimes manifested

3 – Sometimes The statements are sometimes manifested

2 – Seldom The statements are seldom manifested

1 – Never The statements are never manifested

Part I: QUALITY OF RENDERED SERVICES (adapted from Aimee M.

Orcilla 2022)

The Landbank of the Philippines Bansalan Branch:Assist the clients in

choosing the;

A. Deposit Products
(5) (4) (3) (2) (1)
The employees of Always Often Sometimes Seldo Never
Landbank, m

1. assist the clients in

choosing the deposit
products suitable to their
needs and requirements.

2. make the account

opening procedure easier for
the client.

3. perform the banking

services with consistency
and accuracy.

4. maintain the
confidentiality of the deposit
accounts.

5. interest rate for deposits

is in accordance with the
prevailing rate.

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6. fees and other account
related charges are minimal.

B. Livelihood Loans
(5) (4) (3) (2) (1)
The employees of Always Often Sometimes Seldo Never
Landbank, m

7. explains the features of

livelihood loans.

8. offer loans with minimal

rate

9. validate the submitted

requirements of the clients
within two (2) working days.

10. prepares and provide

copy of monthly amortization
due to the client before due
date.

11. issue proof of loan

payments upon receipt.

12. keep all the clients’

information confidential.

C. Electronic Banking (e-

Banking) Services (5) (4) (3) (2) (1)
Always Often Sometimes Seldo Never
The employees of m
Landbank,

13. give list of requirements

to those who want to avail of
e-banking services.

14. conduct walk through on

e-banking services for better
understanding of the clients.

15. ensure availability of the

website and other online
banking application.

16. availability of online

customer service
representative to man the e-
banking transaction.

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 17. provide immediate
resolution on the problems
encountered during online
transaction.

18. customer friendly access

to e-banking services.

19. maintain confidentiality

of client information.

Part II: CLIENTS’ SATISFACTION (adapted from Aimee M. Orcilla 2022)

The Landbank of the Philippines Bansalan Branch:Assist the clients in

choosing the;

A. Quality
(5) (4) (3) (2) (1)
The employees of Always Often Sometimes Seldom Never
Landbank,

1. implement the policies,

rules and regulations,
consistently and fairly.

2. demonstrate
responsiveness in
assisting clients.

3. shows knowledge of the

product features and
benefits.

4. demonstrate to clients
various scenarios of the
products to be availed for
better understanding.

5. follow standard
operating procedures in
doing clients’ transactions.

B. Reliability
(5) (4) (3) (2) (1)
The employees of Always Often Sometimes Seldom Never
Landbank,

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6. perform services
accurately.

7. show knowledge and

understanding of all
products and services.

8. replies to queries
honestly and sincerely.

9. complete clients’
transaction on the time
committed.

10. exhibits sincere

interest to solve clients’
issues and problems.

11. keeps confidential

records and information.

C. Extent Fulfilment
(5) (4) (3) (2) (1)
The employees of Always Often Sometimes Seldom Never
Landbank,

12. performs clients’

transactions as committed.

13. understand specific

needs of clients.

14. treat clients’ with

respect.

15. guarantees safety and

security of the clients.

16. maintain good rapport

with clients.

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 CURRICULUM VITAE

PERSONAL BACKGROUND

Name: Rubelene P. Suerte

Address: Mother Ignacia Village, Poblacion Uno, Bansalan

Davao del Sur

Date of Birth: September 10, 2000

Place of Birth: Bala Magsaysay Davao del Sur

Civil Status: Single

Religion: Iglesia Ni Cristo

Nationality: Filipino

EDUCATIONAL BACKGROUND

Elementary: Communal Elementary School

Junior High: Cabantian National High School

Senior High: Davao Wisdom Academy, Inc.
Tertiary: St. Mary’s College of Bansalan, Inc.

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 CURRICULUM VITAE

PERSONAL BACKGROUND

Name: Kisse A. Alberastine

Address: Kilolog Bala, Magsaysay, Davao del Sur
Date of Birth: July 27, 2001
Place of Birth: Kilolog Bala, Magsaysay, Davao del Sur
Civil Status: Single
Religion: Roman Catholic
Nationality: Filipino

EDUCATIONAL BACKGROUND
Elementary: Bala Elementary School
Junior High: Lower Bala National High School
Senior High: Lower Bala National High School
Tertiary: St. Mary’s College of Bansalan, Inc.

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 CURRICULUM VITAE

PERSONAL BACKGROUND
Name: Justine Jay Dela Cruz
Address: Mother Ignacia Village, Poblacion Uno, Bansalan
Davao del Sur
Date of Birth: October 1, 1998
Place of Birth: Mother Ignacia Village, Poblacion Uno, Bansalan
Davao del Sur
Civil Status: Single
Religion: Roman Catholic
Nationality: Filipino

EDUCATIONAL BACKGROUND
Elementary: Bansalan Central Elementary School
Junior High: Nazareth High School
Tertiary: St. Mary’s College of Bansalan, Inc.

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