ABSTRACT

This study was undertaken to determine the relationship of bank services to the depositors

choice. The specific objective of the study is to know how does bank services affects the

depositors choice. The details that will help the problem is to know how often does the depositor

deposit and withdraw money, on how does the facilities of the bank affect the service of the

staffs and how satisfy are the depositors on bank service. A total of 58 respondents were sampled

in this study and the data was collected by means of survey questionnaire.

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 ACKNOWLEDGEMENTS

We would like to thank the Almighty God for helping us to finish this study and our family who

played great role in our study, for their continuous support and encouragement.

Our sincere thanks to Mrs. Jubilin Albania for her support and helping us to finish this study. We

also acknowledge and appreciate the warm and lovely support from Ms. Cienna Cyra Catalan,

our Practical Research teacher, Mr. Adrian Agena, our Inquiry, Investigation and Immersion

teacher, and Ms. May Maramot, the school principal. Furthermore, we would like to extend our

acknowledgement to Metrobank, Mabini Branch and Banco de Oro Bauan Branch for their

cooperation during our data collection. Also, we would like to acknowledge the contribution of

the depositors who filled our questionnaires.

Finally, we would like to thank our fellow classmates, our friends and all other individuals who

supported and encouraged us to finish this study.

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 TABLE OF CONTENTS

ABSTRACT………………………………………………………………...…………………….i

ACKNOWLEDGEMENTS……………………………………………….…………………….ii

CHAPTER ONE………………………………………………………….……………………...1

Background of the Study………………………………………………….………………………1

Statement of the Problem………………………………………………………………………… 3

Research Question………………………………………………………………………………...3

Significance of the Study………………………………………………………………………….4

Scope and Limitations…………………………………………………………………………….5

CHAPTER TWO…………………………………………………….…………………………..6

REVIEW OF RELATED LITERATURE……………………………….…………………….6

Introduction……………………………………………………………………….……………….6

2.1 Customer Service of the Bank………………………………………………………………...6

2.2 Depositor’s Choice……………………………………………………………………………7

2.3 Work Environment……………………………………………………………………………7

Conceptual Framework…………………………………………………………………………...9

CHAPTER THREE…………………………………………………………………………….10

RESEARCH METHODOLOGY……………………………………………………………...10

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Introduction………………………………………………………………………………………10

Hypothesis………………………………………………………………………………………..10

Research Design………………………………………………………………………………….10

Sample or the Respondents………………………………………………………………………11

Research Instrument……………………………………………………………………………...11

Research Locale………………………………………………………………………………….11

Data Gathering Procedure………………………………………………………………………..12

Survey Questionnaire for Depositors…………………………………………………………….13

Survey Questionnaire for Employees……………………………………………………………16

CHAPTER FOUR………………………………………………………………………………17

ANALYSIS, FINDINGS AND INTERPRETATION OF DATA……………………………17

Introduction………………………………………………………………………………………17

Data Analysis Procedure…………………………………………………………………………17

4.1 Personal (Biographic) Data…………………………………………………………………..18

4.2 Sample Characteristics……………………………………………………………………….18

4.3 Results………………………………………………………………………………………..20

CHAPTER FIVE……………………………………………………………………………….32

SUMMARY, CONCLUSIONS, RECOMMENDATIONS…………………………………..32

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Introduction………………………………………………………………………………

Summary……………………………………………………………………………………

Conclusion…………………………………………………………………………………

Recommendations……………………………………………………………………….

REFERENCE…………………………………………………………………………….

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 LIST OF TABLES

Table 4.1 Results of Survey Questionnaires for employees………………………………..20

Table 4.2 Results of Survey Questionnaires for depositors of BDO……………………….21

Table 4.3 Results of the survey questionnaires for depositors of

Metrobank……………….26

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 LIST OF FIGURES

Figure 4.1 Gender Distribution………………………..…………………………………….18

Figure 4.2 Gender Distribution……………………………………………..……………….19

Figure 4.3 Gender Distribution……………………………………………………………...19

Figure 4.12 First reaction of the depositors to banking services within the BDO……………22

Figure 4.13 The quality of banking service in Banco de Oro bank…………………………...22

Figure 4.14 Innovation of the service…………………………………………………………23

Figure 4.15 How often if ever do you currently use banking services?....................................23

Figure 4.16 Thoughts of the depositors about the banking services………………………….24

Figure 4.17 The top two things that the depositors would consider…………………………..24

Figure 4.18 Recommendation of banking services to a friend or

colleague…………………...25

Figure 4.19 Did the employee make you feel

welcome?............................................................25

Figure 4.20 First reaction of the depositors to banking services within the Metrobank………

27

Figure 4.21 The quality of banking service in Metrobank……………………………………27

Figure 4.22 Innovation of the service…………………………………………………………28

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Figure 4.23 How often if ever do you currently use banking

services?......................................28

Figure 4.24 Thoughts of the depositors about the banking

services…………………………...29

Figure 4.25 The top two things that the depositors would consider……………………………

29

Figure 4.26 Recommendation of banking services to a friend or

colleague…………………...30

Figure 4.27 Did the employee make you feel

welcome?............................................................30

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