Delivery and Client Satisfaction on the Internet Banking

This study examined the delivery and client satisfaction on the internet banking service of one commercial banking company in Negros Occidental. Specifically, it determined the level of delivery and client satisfaction in terms of response time to technical problems, personalized solutions in solving issues, technology utilization to address online problems, and gathering and acting on customer feedback. It also determined whether significant differences existed when clients were grouped according to selected demographic characteristics. A descriptive-comparative research design was employed, and data were gathered from internet banking clients using a validated research instrument. Appropriate descriptive and nonparametric statistical tools were utilized to analyze the data. The findings revealed that the delivery and client satisfaction on the internet banking service was generally satisfactory. Among the dimensions examined, personalized solutions in solving issues received the highest assessment, while gathering and acting on customer feedback obtained the lowest assessment, although both remained within the satisfactory level. Significant differences in client satisfaction were found according to age. However, no significant differences were observed when respondents were grouped according to sex, civil status, highest educational attainment, and family monthly income. The study concludes that clients generally had satisfactory experiences with the internet banking service, while age was the only demographic characteristic associated with differences in satisfaction.

Internet Banking Services; Client Satisfaction; Service Delivery; Personalized Solutions

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