Client Satisfaction and Quality of Rendered Services of Landbank San Pablo Rizal Avenue Branch: A Basis for Strategic Plan

Abstract

The study was about client satisfaction and service quality using the SERVQUAL Model at Landbank San Pablo Rizal Avenue Branch, which served as the basis for the strategic plan. The study uses a descriptive correlation design complemented by a quantitative approach and a multi-staged stratified sampling technique to analyze 200 bank clients. Moreover, the research used a modified adapted survey instrument for data gathering. The frequency count and percentage were utilized to ascertain the client's demographic profile. Mean and standard deviation were employed to assess client satisfaction and service quality. ANOVA was used to identify significant differences in satisfaction and the quality of rendered service. Post Hoc Tukey's test was used to determine the significance of group mean pairings. The relationship between client satisfaction and the quality of rendered services was analyzed using the Pearson product-moment correlation coefficient. The study reveals that Landbank's client base is predominantly young and middle-aged, with 0–5 years of experience. The satisfaction level is slightly lower than expected, with tangibility being the top factor. The quality of services is satisfactory, with investment services receiving the highest score. However, satisfaction levels vary based on transaction types, with e-banking clients showing higher satisfaction. A weak negative correlation exists between satisfaction and perceived service quality, suggesting clients still perceive Landbank's service quality as satisfactory. The strategic plan includes tailored services for investment clients, improved e-banking features, consistent employee training, and targeted communication strategies.