Assessing the Internet Banking Services of Selected Banks in the Philippines using E-SERVQUAL Model

The industry 4.0 is apparently increasing exponentially in the field of internet banking, competitive advantage is achieved by highlighting service qualities which are key determinants in achieving customer satisfaction. This study evaluated internet banking e-service qualities of selected banks in the Philippines using E-SERVQUAL model which enables the measurement of customer expectations as to the quality of services of internet banking. To achieve the objectives of the study, data were collected through questionnaire from a sample of 200 selected internet banking customers and followed a quantitative approach. The findings indicated that customers were most satisfied with the privacy dimension, but they were less satisfied with the system availability dimension of the assessed service qualities. It was determined, nonetheless, that the demographic profile of the selected bank clients do not affect customer’s satisfaction. Lastly, it was found out that problems/challenges are normal encounters of the users when using internet banking. It is therefore recommended that banks upgrade their assessment tools in measuring the satisfaction of customers and conduct continuous improvement on their internet banking services to provide a high quality of customer satisfaction. Regulatory bodies should implement extensive guidelines concerning the enhancements and importance of the internet banking service qualities to the BSP supervised institutions since they are also deemed as vital to gaining customer satisfaction in a digitized world.

Keywords – Customer Satisfaction, Internet Banking, Service Quality