Mabini College of Batangas, Inc

MABINI COLLEGE OF BATANGAS, INC.
J. Panopio St. Poblacion, Mabini, Batangas
CHAPTER 1
BACKGROUND OF THE STUDY
A bank is a financial institution licensed to receive deposits and make loans. Banks may
also provide financial services, such as wealth management, currency exchange and safe deposit
boxes. Banks act as payment agents by conducting checking or current accounts for customers,
paying cheques drawn by customers in the bank, and collecting cheques deposited to customers'
current accounts. Banks also enable customer payments via other payment methods such
as Automated Clearing House (ACH), Wire transfers or telegraphic transfer, EFTPOS,
and automated teller machines (ATMs).
According to Stephenson & Britain, Banks are the custodians and distribution of liquid
capital, which is the life-blood of our commercial and industrial activities and upon the prudence
of their administration depend the economic well-being of the nation.
A bank can generate revenue in a variety of different ways including interest, transaction
fees and financial advice. Traditionally, the most significant method is via charging interest on
the capital it lends out to customers. The bank profits from the difference between the level of
interest it pays for deposits and other sources of funds, and the level of interest it charges in its
lending activities.
However, banks are competing intensely in a highly competitive environment to offer
quality oriented services according to customers’ expectations and satisfactions. Hanson (2000)
suggested that the level of service quality is an indication of the organization's ability to meet
customers' desires and demands. So organizations must make their services better to meet the
customers' needs and requirements.
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“Customers became a center for all banking activities due to increased competition for greater
market share. Focusing on customer satisfaction has been the key to increasing service quality
according to customers’ expectations in the banking sector” (Zairi, 2000). Customer satisfaction
is one of the most important factors in business. The customer will be satisfy depending on the
customer service. A bank customer service representative performs duties related to working
with a bank's customers and helping customers understand their accounts. Often, their duties are
to check the status of bank accounts, explain incurred fees and help customers with any issues,
problems or questions. Having a good understanding of the real motives behind customers’
preferences will help banks to understand customers better. Therefore experts say that customer
satisfaction should be the fundamental principle of all the service firms as it is the key indicator
of firm’s performance. As said by Sakthivel et al., (2005) customer loyalty and satisfaction is
proved to be the major determinant for long term survival and financial performance of the
company.
In this research paper, the researcher will be able to identify on how the service of the
two different banks affect the depositor’s choice. By examining two different banks, the
researcher will be able to know which bank (BDO & METROBANK) serves better and which is
the most trusted one. With this, the researcher will be able to come up to a conclusion on what
factors affect the depositor’s perspective in choosing a bank.
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STATEMENT OF THE PROBLEM
Security is an important reason why people store their money in bank. Bank helps people
to save money and it is very convenient. Depositors will be able to access physical cash
wherever there is a bank branch or ATM (Automated Teller Machine). However, some banks
are often more expensive than the other bank. Banks may charge a monthly maintenance fee if
your account balance is under a certain threshold. These fees charged by banks will help to
maintain your account. The depositors will pay for the interest or fee and if not, the interest
rate will rise up. Some of the depositors will find a bank that has a low interest rate. That’s
why competition of the banks happens.
The study aims to know on how the service of the different banks affects the choices of
the depositors, also, to identify why these depositors trust their chosen bank and to
differentiate the services and offers of the different banks. With that, the researchers will be
able to know which bank have a good service and which is the most trusted one by examining
two different banks.
RESEARCH QUESTION
Main Question:
How does the bank services affects the depositors choice?
Subquestions:
1. How often does the depositor deposit and withdraw their money ?
2. Does the facilities of the banks affect the service of the staffs?
3. How satisfy are the depositors on the bank service?
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SIGNIFICANCE OF THE STUDY
Services of banks affect the depositor’s perspective in choosing a bank. It will give
knowledge to people about the effects on how to choose a right bank.
The generalization of this present study would be a great contribution to the vast knowledge
of the depositor’s choice in choosing bank. The findings of this study will be of help to the bank,
staffs, depositors, community, researcher and to the future researcher.
 To the bank, this study will help to innovate and improve their service style for them to
have more depositors.
 To the staffs, this study will help to motivate them to perform a good customer service
and to become an active staffs or employee.
 To the depositors, this study will be able to help them to choose a most trusted bank.
 To the community, this study will help them to know the background of the different
banks and also for them to be aware on how they serve customers.
 To the researchers, this study gives them additional knowledge about their field.
 To the future researchers, this study will be a guide and reference for further
improvements in their study.
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SCOPE AND LIMITATIONS
The study seeks to determine which bank is more beneficial and which is the most trusted
one for the depositors. The study aims to investigate the status of the two different banks, the
Metropolitan Bank and the Banco de Oro Bank. The study also includes the factors that will
possibly affect the performance of the staffs and management. The study aims to know how often
does the depositors deposit and withdraw their money in the bank. The findings of the study will
help the researchers know how satisfied the depositors on the service of their chosen bank. The
proponents will select sixty random depositors from the Metropolitan Bank and Banco de Oro
Bank in Mabini, Batangas. The study will be conducted through causal - comparative type of
research. The researchers will compare the two banks to find the similarities and differences
between them. This study has some limitations that the researchers may not control and/or
measure, especially the behavior of the respondents. This study will be conducted only for this
first semester.
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CHAPTER II
REVIEW OF RELATED LITERATURE
Introduction
The chapter provides an overview of the previous literature that is related to this study. Most
of the existing literature refers almost to the customer service of the bank and on how the
customer service and the workplace may affect the depositor’s choice. The related articles will
serve as a guide to the current study by knowing how the service quality of different commercial
banks affects the customer’s preference. The studies contribution to the current study is the
analysis of customer’s satisfaction, the competitive environment and the effect of working
environment. The statements, findings and conclusions indicate influence and relevance to the
present research.
2.1 Customer Service of the Bank
Customer Service is an important act in the firm that is being done by the staffs and/or
management. Customer service in the bank is different from the other customer service. Bank
service is an interaction of the employees and the depositors. This is the way on how the
employees communicate with the depositors. Bank service is the way of meeting the needs and
requirements of depositors by providing professional and high-quality service.
In Hussen Mohamed Mkoma Analysis of Customer’s Satisfaction with Banking
Services: A case of Standard Chartered Bank, Tanzania as stated by Gronroos (1984) quality in
service is defined as a construct composed of what is delivered by the company to the customer
(technical aspect), and the way the service is performed (functional or relational aspect). A
number of empirical researches have validated this definition and indicated a strong relation
between this two dimensions and customers satisfaction.
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2.2 Depositor’s Choice
Depositors are ultimately responsible for the choices they make about where to deposit
their money. Depositors will always choose a most trusted bank. Depositor’s choice depends on
how the bank works and what quality service the bank have.
In Mankem Relindis Foji Customer Satisfaction and Loyalty in a Finacial Institution as
stated by Roch and Allen (2007), in competitive environment, there is a need for banks to plan
their strategies that will differentiate them from another. This can be achieved through the
delivery of high service quality. The practice of excellent service quality has been proven
customers satisfaction will significantly lead to customer loyalty. Customer satisfaction is one of
the most important issue concerning business organization of all types.
2.3 Work Environment
When studying work environment, it literally involves the structure of the building, quality
of the air, furniture and fixtures, the equipment and the surroundings. Work environment is where
the employees and staffs are working together to achieve the business goals. It is where the
transactions or agreements occurs. It may be also one of the factors that affects the employees
performance. According to Gonzales (1999), the work environment helps employees to
concentrate on their job properly. The business should give or provide a good environment for
the workers. For them to perform a good and satisfying service.
In Asigelle Oswald The Effect of Working Environment on Workers Performance: The Case
of Reproductive and Child Health Care Providers in Tarime District, an attractive and supportive
work environment can be described as an environment that attracts individuals into the health
professions, encourages them to remain in the health workforce and enables them to perform
effectively. The purpose of providing attractive work environments is to create incentives for
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entering the health professions (recruitment) and for remaining in the health workforce
(retention). In addition, supportive work environments provide conditions that enable health
workers to perform effectively, making the best use of their knowledge, skills and competences
and the available resources in order to provide high-quality health services. This is the interface
of the work environment and quality of care.
After going through the various literature related to customer service, depositor’s choice and
work environment. It has been reviewed that there are so many factors which leads to customer
satisfaction in services of the bank, on how the work environment affects the employees
performance. Customer satisfaction is a very wide area to be studied. Customer’s expectations
are increasing in terms of service quality, attention and environment that a business have .
Having an attractive and healthy work environment will help the employees to perform well.
Therefore, banks should treat every customer encounter as a way to improve a sustain customer
satisfaction. Understanding the outcomes of customer’s satisfaction is a critical issue for both
academics and bank marketers. In this case, in order to change the intentions to switch of account
by the customers, the banks should have the ability to fasten the recovery of the services that
they are willing to offer.
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CONCEPTUAL FRAMEWORK
Bank is a financial institution licensed to receive deposits and make loans. It also provide
financial services, such as wealth management, currency exchange and safe deposit boxes. Due
to the different banks that are existing today, depositors can't decide which bank they are going to
choose. The goal of this study is to know the factors affecting depositor's choice such as the
facilities and performance of the bank to their depositors.
INPUT
 Choices of the depositors
 Service of the bank
 Employees as it affect the bank service
 Facilities
PROCESS
 Census of the number of the depositors between two banks
 Distribution of survey questionnaire
 Distribution of survey questionnaire to identify how good the bank
services are
 Distribution of survey questionnaire to identify the factors affecting
the employees performance/service
OUTPUT
 How the service of the bank as it affect the depositor’s choice will be
determined
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CHAPTER III
RESEARCH METHODOLOGY
INTRODUCTION
This chapter focuses on the different methods that the researchers will be using in
conducting this research. This chapter provides the hypothesis, research design, sample or the
respondents, research instruments, research locale, and data gathering procedure.
HYPOTHESIS
The study aims to determine how bank services affect the depositors’ choice. The study will
surveyed 50 respondents from the random depositors and 10 respondents from the employees of
the two different commercial banks, Banco De Oro (BDO) and Metrobank at Mabini, Batangas.
These depositors and employees from the two banks were surveyed through structured
questionnaire. The questionnaire consisted of 10 questions. After the collection of primary data,
hypothesis will be formulated. The findings of the study have manifest some new dimensional
knowledge for obtaining the banking target, determining the bank services that affect the
depositors’ choice.
RESEARCH DESIGN
This research is identified to be a causal – comparative also known as quasi experimental.
Causal comparative is used as research design to determine the differences and similarities of
Metrobank and Banco de Oro in Mabini, Batangas. After determining the differences and
similarities, the researchers will be able to know the bank services of the two chosen banks, and
the depositor’s choice and the work environment of these banks. This research design will allow
the researchers to know the relationship of the three existing variables. The researchers will
investigate on how the independent variable, customer service of the bank can affect the
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dependent variable, depositor’s choice and on how the antecedent variable, work environment
affects the independent and dependent variables. In causal comparative, this research will expose
the real life situation of the depositors and the employees of the bank.
SAMPLE OR THE RESPONDENTS
The sample or the respondents of the study stood at 50 random depositors and 10 employees
that gave a total of 60 respondents. The chosen respondents are about 18-60 years old to have a
better communication with them. The researchers chose them because they are knowledgeable
enough with the topic.
RESEARCH INSTRUMENT
The instruments to be used in this study are the two types of survey questionnaires that will
be answered by the depositors and employees regarding the bank sector. The first one is, the
researcher will give the questionnaire to identify how good and satisfy the depositor in their
chosen bank. To find out the number of depositors in two banks, the researcher will conduct a
census. The second questionnaire will be given to the employees of the banks, to identify the
factors affecting the employee’s performance/services.
RESEARCH LOCALE
The study will be conducted within the Municipality of Mabini. The researchers will give
questionnaires and interview the respondents to any comfortable place that the respondents will
chose to. The respondents who work on the banks will be interviewed in their workplace, BDO
and Metrobank located at J. Panopio St., Poblacion, Mabini, Batangas. The research will be
conducted on the last semester of the school year 2018 – 2019.
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DATA GATHERING PROCEDURE
The researchers will be collecting the data by means of survey questionnaire that comprises
their gender and age of the respondents. The proponents will use two different survey
questionnaires, for the depositors and for the employees. The problems encountered by the
depositors will be identified through the survey questionnaire that will be given to them. The
factors affecting the employee’s performance/service will also be identified through the survey
questionnaire that will be given to them. After the questionnaires have been accomplished, the
results were tallied and tabulated. These data became the bases of analysis and interpretation.
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SURVEY QUESTIONNAIRE FOR DEPOSITORS
Please indicate your gender

o Female
o Male
Please indicate your age
Choose your bank

o Metrobank
o Banco De Oro
1. What is your first reaction to banking services within the MetroBank or BDO?
o Very positive
o Somewhat positive
o Neutral
o Somewhat negative
o Negative
2. How would you rate the quality of banking services you currently use?
o Very high quality
o High quality
o Neither high nor low quality
o Low quality
o Very low quality
o I don’t use banking services
3. How innovative is the service?
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o Extremely innovative
o Very innovative
o Somewhat innovative
o Not so innovative
o Not at all innovative
4. How often, if ever, do you currently use banking services?
o Extremely often
o Very often
o Somewhat often
o Not so often
o Never
5. When do you think about banking, do you think of it was something you need or don’t need?
o Definitely need
o Probably need
o Neutral
o Probably don’t need
o Definitely don’t need
6. When considering a new bank, what would be the top two things you would generally
consider? (Check two circles)
o Price
o Brand
o Innovation
o Quality
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o Value
o Other (Specify)
7. How likely is it that you would recommend banking services to a friend or colleague?
Not at all likely Extremely likely
0 1 2 5 6 7 8 9 10
8. In your own words, what are the things you like most about your current bank?
9. In your own words, what are the things you like least about your current bank?
10. Did the employee make you feel welcome?

o5
o4
o3
o2
o1
o N/A
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SURVEY QUESTIONNAIRE FOR EMPLOYEES
Please indicate your gender

o Female
o Male
Please indicate your age
Choose your bank

o Metrobank
o Banco De Oro
5-Outstanding 2-Unsatisfactory
4-Very Satisfactory 1-Poor
3-Satisfactory
1 2 3 4 5
Questionnaires
How happy are you at work?
Do you feel valued at work?
Are you satisfied with the level of
conflict in your physical workplace?
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Do you have fun working at your
work?
My job makes use of my skills and
ability?
How comfortable are you with co-
worker?
Does the organization provide

satisfactory salary according to your
work?
How satisfied are you with the
facilities of your workplace
If you were to leave this organization tomorrow, what would the reason be?
CHAPTER IV
ANALYSIS, FINDINGS AND INTERPRETATION OF DATA
INTRODUCTION
This chapter begins with an overview of the analysis of quantitative data collected from
the depositors of Metrobank and Banco de Oro bank and from the employees of these banks.
The overview of the analysis will include the procedures within the analysis and a description of
the depositors and employees participating in the survey. And this chapter provides the
presentation of the findings derived from the survey questionnaires given to employees and
depositors of MetroBank and Banco de Oro bank. The findings were utilized to formulate on
how does the bank services affects the depositor’s choice, and which bank is more effective to
the depositors, whether it is the Metrobank or the Banco de Oro bank.
DATA ANALYSIS PROCEDURE
In this section, the researchers will analyze all the data gathered. The instrument used
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was survey questionnaires, and the researchers were given a permission to access the survey to
keep all information confidential. The results of the surveys were analyzed to determine on how
does the bank service affects the depositor’s choice, on how does the facilities affects
performance of an employee and how often does the depositors use bank services.
Descriptive statistics were generated on each of the questions on the survey
questionnaires. These descriptive statistics included the scores for each question, and the
personal data of each respondent as well as the number of the depositors for Metrobank and
Banco de Oro bank. The researchers analyzed all the collected data’s by tallying and tabulating.
4.1 Personal (Biographic) Data
This section of the questionnaire covered the respondent’s gender, age and which bank they
are currently using (for the depositors) and which bank they are working with (for the
employees). Although it is not the central of the study, the personal data helped the researchers to
know how many are the depositors of the MetroBank and Banco de Oro bank and to know the
most numbered workforce in the banks, whether female or male. Gathering this data helped the
researchers to determine which bank is more effective to the depositors. This section serves as a
census to count the number of depositors of the two said banks, MetroBank and Banco de Oro
bank.
4.2 Sample Characteristics
The sample size was 58, and its characteristics are discussed below.
 Age
The respondents ages ranged between 18 and 60 years of age.
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 Gender
Figure 4.1 Gender distribution(n=48)
The number of the depositors in MetroBank and BDO (whether male or female) are shown
above. It indicates that 28 (58%) were females, and 20 (42%) were males. The majority (58%) of
respondents were therefore female.
The number of employees in BDO and MetroBank (whether female or male) are shown below:
Figure 4.2 Gender distribution(n=10)
It indicates that 8(80%) were females and 2(20%) were males. The majority (58%) of
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respondents were therefore female.
 Number of Depositors
Figure 4.3 Depositor distribution(n=48)
The number
of depositors in MetroBank and BDO are shown above:
It indicates that 25(52%) were depositors of MetroBank, and 23(48%) were depositors of BDO.
The majority (52%) of depositors were therefore from MetroBank.
4.3 Results
This section shows the results of questionnaires that the researchers distributed to the respondents specifically
to the depositors and employees of the MetroBank and Banco de Oro
Questionnaires 1 2 3 4 5
(Poor) (Unsatisfa (Satisfa (Very (Outsta
ctory) ctory) Satisfacto nding)
ry)
How happy are you at work?
1 ( 10%) 1 (10%) 7(70%) 1 (10%)
Do you feel valued at work? 3 (30%)
1 (10%) 6 (60%)
Are you satisfied with the level of
conflict in your physical workplace? 1
9 (90%) (10%)
Do you have fun working at your
work? 10
(100%)
My job makes use of my skills and
10
20
ability? (100%)
How comfortable are you with co-
worker? 3 (30%) 7 (70%)
Does the organization provide

satisfactory salary according to your 2 (20%) 8 (80%)
work?
How satisfied are you with the
facilities of your workplace? 4(40%) 6(60%)
Bank.
Table 4.1 The table below shows the results of the survey questionnaires distributed to the
Employees of MetroBank and Banco de Oro bank.
Table 4.2 The table below
shows the results of the survey questionnaires distributed to the depositors of the Banco de Oro
bank.
Very Somewhat Neutral Somewha Negative

Questionnaires positive positive t negative
What is your first 7(31%) 12(52%) 1(4%) 3(13%) 0

reaction to banking
services within the
BDO?
How would you rate Very high High Neither Low Very low
the quality of banking quality quality high nor quality quality
services you currently low
use? quality
5(22%) 13(57%) 3(13%) 2(9%) 0
How innovative is the Extremely Very Somewhat Not so Not at all
service? innovative innovative innovative innovativ innovativ
e e
4(17%) 15(65%) 4(17%) 0 0
How often, if ever do Extremely Very often Somewhat Not so never
you currently use often often often
banking services? 3(13%) 9(39%) 6(26%) 5(22%) 0
What do you think Definitely Probably Neutral Probably Definitel
about banking, do you need need don’t y don’t
think of it was need need
something you need 7(30%) 11(48%) 5(22%) 0 0
or don’t need?
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When considering a Price Brand Innovation Quality Value Other
new bank, what
would be the top two
things you would
generally consider?
3(7%) 6(13%) 8(17%) 18(39%) 10(22%) 1(2%)
How likely is it that
you would 1 2 3 4 5
recommend banking (will not (will not (somewhat (will (will
services to a friend or recommen recommen recommen recomme highly
colleague? d at all) d) ded) nd) recomme
nd)
0 1(4%) 8(35%) 11(48%) 3(13%)
Did the employee 1 2 3 4 5
make you feel (Not (Not so (Neutral) (Somewh (Very
welcome? welcomed) welcomed at welcome
) welcomed d)
)
0 0 5(22%) 10(43%) 8(35%)
Figure 4.12 First reaction of the depositors to banking services within the BDO
This figure shows that the customers first reaction to the banking services within the BDO
has the highest rate of somewhat positive(52%) next is very positive(31%) to somewhat
negative(13%) and the last is the neutral(4%). None of the customers answered negative so
the customers have a positive reaction towards these bank.
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Figure 4.13 The quality of banking service in Banco de Oro bank
The figure above indicates that 22% of the depositors of Banco de Oro bank rate BDO a very
high quality, 57% answered high quality, 13% answered neither high nor low quality, and 9%
answered low quality.
Figure 4.14 Innovation of the service
This
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figure presents that 17% of the depositors of Banco de Oro are extremely innovative, 65%
answered very innovative, 17% answered somewhat innovative. None of the customers
answered not so innovative and not at all innovative.
Figure 4.15 How often if ever do you currently use banking services?
The figure presents that 13% of the depositors answered extremely often, 39% answered very
often, 26% answered somewhat often, 22% answered not so often. None of the respondents
answered never.
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Figure 4.16 Thoughts of the depositors about the banking services, if it was something they
need or don’t need
This
figure
shows
that 30% of the depositors definitely need banking, 48% answered that they probably need, 22% answered
neutral and none of the depositors answered probably don’t need and definitely don’t need.
Figure 4.17 The top two things that the depositors would consider
This figure shows that 7% of the depositors answered that they consider price, 13% answered brand, 17%
answered innovation, 39% answered quality, 22% answered value, 2% answered other. The 2 repondents
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who answered the other specified that they would consider the service of the bank.
Figure 4.18 Recommendation of banking services to a friend or colleague
This figure presents how likely the depositors would recommend banking services. None of
the depositors answered that they will not recommend at all, 4% answered that they will not
recommend, 35% answered that they will somewhat recommend, 48% answered that they will
recommend and 13% answered that they will highly recommend.
Figure 4.19 Did the employee make you feel welcome?
This figure indicates that none of the depositors answered that they are not and not so
welcomed, 22% of the depositors answered neutral, 43% answered somewhat welcomed and
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35% answered very welcomed.
Table 4.3 The table below shows the results of the survey questionnaires distributed to the depositors of
MetroBank.
Very Somewhat Neutral Somewha Negative

Questionnaires positive positive t negative
What is your first

reaction to banking 10(40%) 14(56%) 1(4%) 0 0
services within the
MetroBank?
How would you rate Very high High Neither Low Very low
the quality of banking quality quality high nor quality quality
services you currently low quality
use? 6(24%) 17(68%) 2(8%) 0 0
How innovative is the Extremely Very Somewhat Not so Not at all

service? innovative innovative innovative innovativ innovative
e
5(20%) 18(72%) 2(8%) 0 0
How often, if ever do Extremely Very often Somewhat Not so never
you currently use often often often
banking services? 1(4%) 15(65%) 3(13%) 4(17%) 0
What do you think Definitely Probably Neutral Probably Definitely
about banking, do you need need don’t don’t need
think of it was need
something you need or 5(20%) 16(64%) 4(16%) 0 0
don’t need?
When considering a Price Brand Innovation Quality Value Other
new bank, what would
be the top two things
you would generally
consider?
4(8%) 6(12%) 9(18%) 18(36%) 12(24%) 1(2%)
How likely is it that
you would recommend 1 2 3 4 5
banking services to a (will not (will not (somewhat (will (will
friend or colleague? recommen recommen recommen recomme highly
d at all) d) ded) nd) recommen
d)
0 2(8%) 7(28%) 11(44%) 5(20%)
Did the employee make 1 2 3 4 5
you feel welcome? (Not (Not so (Neutral) (Somewh (Very
welcomed welcomed at welcomed
27
) ) welcome )
d)
0 0 6(24%) 11(44%) 8(32%)
Figure 4.20 First reaction of the depositors to banking services within the MetroBank
This figure shows the first reaction of the depositors to banking services within the Metrobank
has the highest rate of somewhat positive (56%), next is very positive (40%), 4% answered
neutral and none of the respondents answered somewhat negative and negative.
Figure 4.21 The quality of banking service within the MetroBank
This figure presents the rate of the quality of banking services so 24% answered very high
quality, 68% answered high quality, 8% answered neither high or nor low quality and none of
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the depositors answer low quality and very low quality.
Figure 4.22 Innovation of the service
The figure above shows that 20% answered extremely innovative, 72% answered very
innovative, 8% answered somewhat innovative, and none of the depositors answer not so
innovative and not at all innovative.
Figure 4.23 How often, if ever do you currently use banking services?
The figure above presents how often the depositors use banking services and 4% of the
depositors answered extremely often, 65% answered very often, 13% answered somewhat
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often, 1% answered not so often and none of the respondents answer never.
Figure 4.24 Thoughts of the depositors about the banking services, if it was something
they need or don’t need
This figure shows that 20% answered that they definitely need banking, 64% answered they
probably need, 16% answered neutral and none of the respondents answered that they probably
don’t need and definitely don’t need.
Figure 4.25 The top two things that the depositors would consider
This figure shows the things that the depositors generally consider and 8% consider price, 12%
consider brand, 18% consider innovation, 36% consider quality, 24% consider value and 2%
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consider others. The 2% of the respondents who answered other specified that they would
consider the service of the bank
Figure 4.26 Recommendation of banking services to a friend or colleague
This figure presents how likely the depositors would recommend banking services to a friend
or colleague. None of the respondents answer that they will not recommend at all and 8%
answered that they will not recommend, 28% answered that they will somewhat recommend,
44% answered that they will recommend and 20% answered that they will highly recommend.
Figure 4.27 Did the employee make you feel welcome?
This figure indicates if the employee make the depositors welcome and it shows that none of
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the depositors answered that they are not welcomed and not so welcomed. There are 24% of
the depositors answered neutral, 44% answered somewhat welcomed and 32% answered that
they are very welcomed.
CHAPTER V
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SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
INTRODUCTION
This chapter presents the summary, conclusions and recommendations derived from the
findings of the study. The conclusions were based on the purpose, research questions and the
results of the study. Recommendations were based on the conclusions and purpose of the study.
This study was taken with the general objective on how does the bank services affects the
depositor’s choice.
SUMMARY
Bank is a financial institution licensed to receive deposits and make loans. It may also
provide financial services such as a wealth management, currency exchange and safe deposits
boxes. This study is a causal-comparative type of research that aims to compare one or more
measurable characteristics of two or more groups to find the similarities and differences between
them. The target population of the study were the employees and depositors of Banco de Oro in
Bauan, Batangas and Metrobank in Mabini, Batangas. The total sample of this study comprised
of the depositors and employees with the age of 18-60. The whole sample size consists of 48
depositors and 10 employees with the equal number of 58, n=20 were males and n=28 were
therefore females. It also indicates that 52% were depositors of Metrobank and 48% were
depositors of Banco de Oro.
In order to obtain data for the findings of this study, the percentage of the total answers
obtained by tallying and tabulating data.
CONCLUSION
In this research, effort has been made to identify how the service of the two different bank
affects the choices of the depositors as well as identify why these depositors trust their chosen
33
bank and differentiate the services and offers of the different banks.
The findings should be considered tentative as the two banks are still in the process of
operation and probably it would be perfected over time, as one of the studied bank turns out to
bankruptcy. Further, only 48 depositors and 10 employees from the banks of Metrobank & BDO
has been considered.
From the analysis it was therefore conclude that the bank services really affects the
depositors choice in a way that:
 The first reaction to the banking services in BDO and Metrobank shows that the
customers find it high quality.
 The innovation of the services for both bank is very innovative
 The customers uses banking services very often.
 The customers of both bank think that they probably need a bank.
 The quality and value is the two things that the customers could generally consider in a
bank.
 Regarding to the recommendation of the banking services to a friend or colleague, the
findings indicate that the customers will recommend it to others.
 In terms of feeling welcomed, the customers answered somewhat welcome however there
are no negative answer.
RECOMMENDATIONS
The following recommendations are offered based on the findings of the study.
1. Both banks have to improve quality of service for those variables to fulfill customer
satisfaction where the percentage is low.
2. The bank must conduct a survey to know about the expectations of the customers and
34
feedback about the quality of service rendered in all aspects regarding the functioning of
banks.
3. The employees must show genuine interest in welcoming and serving the customers.
35
REFERENCE
36

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MABINI COLLEGE OF BATANGAS, INC.

J. Panopio St. Poblacion, Mabini, Batangas

BACKGROUND OF THE STUDY

boxes. Banks act as payment agents by conducting checking or current accounts for customers,

paying cheques drawn by customers in the bank, and collecting cheques deposited to customers'

as Automated Clearing House (ACH), Wire transfers or telegraphic transfer, EFTPOS,

and automated teller machines (ATMs).

of their administration depend the economic well-being of the nation.

However, banks are competing intensely in a highly competitive environment to offer

customers' needs and requirements.

customer service. A bank customer service representative performs duties related to working

factors affect the depositor’s perspective in choosing a bank.

why competition of the banks happens.

two different banks.

How does the bank services affects the depositors choice?

3. How satisfy are the depositors on the bank service?

knowledge to people about the effects on how to choose a right bank.

staffs, depositors, community, researcher and to the future researcher.

have more depositors.

and to become an active staffs or employee.

improvements in their study.

REVIEW OF RELATED LITERATURE

2.1 Customer Service of the Bank

requirements of depositors by providing professional and high-quality service.

In Hussen Mohamed Mkoma Analysis of Customer’s Satisfaction with Banking

between this two dimensions and customers satisfaction.

In Mankem Relindis Foji Customer Satisfaction and Loyalty in a Finacial Institution as

the most important issue concerning business organization of all types.

2.3 Work Environment

performance. According to Gonzales (1999), the work environment helps employees to

the workers. For them to perform a good and satisfying service.

of the work environment and quality of care.

performance. Customer satisfaction is a very wide area to be studied. Customer’s expectations

they are willing to offer.

facilities and performance of the bank to their depositors.

 Service of the bank

 Employees as it affect the bank service

 Distribution of survey questionnaire

 Distribution of survey questionnaire to identify how good the bank

 Distribution of survey questionnaire to identify the factors affecting

the employees performance/service

respondents, research instruments, research locale, and data gathering procedure.

This research is identified to be a causal – comparative also known as quasi experimental.

SAMPLE OR THE RESPONDENTS

enough with the topic.

factors affecting the employee’s performance/services.

conducted on the last semester of the school year 2018 – 2019.

Please indicate your gender

Choose your bank

Not at all likely Extremely likely

10. Did the employee make you feel welcome?

SURVEY QUESTIONNAIRE FOR EMPLOYEES

Please indicate your gender

Choose your bank

Does the organization provide

ANALYSIS, FINDINGS AND INTERPRETATION OF DATA

the depositors, whether it is the Metrobank or the Banco de Oro bank.

DATA ANALYSIS PROCEDURE

Descriptive statistics were generated on each of the questions on the survey

4.1 Personal (Biographic) Data

4.2 Sample Characteristics

The respondents ages ranged between 18 and 60 years of age.

Figure 4.1 Gender distribution(n=48)