ABSTRACT

G-Cash is a mobile banking application and a payment channel platform manner.

This study “G-Cash Service Quality and Customer Satisfaction: A Correlation Study”

aims to discover the correlation between service quality and customer satisfaction on

G-Cash services in Mati City, Davao Oriental that used a quantitative correlational

research design.

The researchers arrived at a sample size of 196 respondents and the survey was

conducted in Mati City, Davao Oriental. The respondents of the study range in age

from 18 to 65 years old, and the data was gathered through a survey questionnaire

response in which those who haven’t used or are not using G-Cash services were not

included in this study.

Data were investigated using Pearson correlation coefficients to determine the

relationship between G-Cash service quality and customer satisfaction as perceived by

G-Cash subscribers. The results showed that all of the indicators of service quality

have a statistically positive and significant relationship with all the indicators of

customer satisfaction, with p-values that are all less than the alpha level, or 0.05.

As the researchers' findings show, Gcash apps are very dominant in the City of

Mati, wherein the results showed further that the number of subscribers to G-Cash is

increasing. Apart from this, we would recommend to future researchers whether other

e-wallet applications aside from GCash, such as Paymaya, Shoppeepay, Coins.ph, and

Lazada wallet, that use cashless transactions will conduct a further study to validate if

there is a fluctuation of subscriptions among Mati City users as well as the correlations

to its service quality and customer satisfaction.

Keywords: Mobile banking, G-Cash Service Quality, Customer Satisfaction