Republic of the Philippines

SOUTHERN LUZON STATE UNIVERSITY

College of Administration, Business,
Hospitality, and Accountancy
Lucban, Quezon

We are Ma. Angelu G. Gonzales and Eunice Jean T. Pacios, students at Southern Luzon
State University. We are currently conducting research on to determine the customer satisfaction
on the services provided by the Rural Bank of Lucban (Tayabas branch) to its customer. Hence
this form aims to collect information from the customers of Rural Bank of Lucban, Quezon Inc.
that will be used for our study entitled “Bank Customer Satisfaction the Services of the Rural
Bank of Lucban (Quezon) Inc. (Tayabas Branch).” All responses will be handled with utmost
confidentiality and will be used exclusively for the said purpose.

For each of the following questions, you will be asked to select the answer that best apply
to you. It will take approximately fifteen (15) minutes for you to finish answering the questions.
There are no foreseeable risks associated with this survey. Your participation in this study is
completely voluntary so you can withdraw from the survey at any point for any reason.
Thank you very much for you time and support. Should you have any questions,
inquiries, comments, or suggestions, please reach us at angelugonzales13@gmail.com,
09128022044 and eunicepacios8@gmail.com, 09453856929. If you have issues or concerns
which you feel uncomfortable discussing with us, you may email our Data Protection Officer at
mveluz@slsu.edu.ph, or the SLSU Research Officer at research@slsu.edu.ph.

MA. ANGELU G. GONZALES EUNICE JEAN T. PACIOS

Researchers Researcher
FOR THE PARTICIPANT
In submitting this form, I agree that my details be used for the purpose/s mentioned above
and that the information will only be accessed by the researcher/s. I understand my data will be
held securely and will not be distributed to third parties. I have a right to change or access my
information. I understand that when this information is no longer required for this purpose, the
university procedures will be followed to dispose my data.

_____________________________
__
Signature over printed name
PART I. PROFILE
A. Demographic Profile

Direction: Put check mark (✓) on the bracket ( ) below for your corresponding answers.

1. Age

19 and below 40-49 yrs old

20-29 yrs old 50-59 yrs old
30-39 yrs old 60 and above

2. Gender

Male Female
LGBTQ+

3. Civil Status

Single Widowed
Married Separated

4. Occupation

Government employee Self-employed/Business owner

Private Company employee Unemployed
Farmer Fisherfolk
Student

5. Number of years as clients of Rural Bank of Lucban Inc. (Tayabas Branch)?

Less than a year 10 – 12 years

1 – 3 years 13 – 15 years
4 – 6 years More than 15 years
7 – 9 years

B. CONSUMER BEHAVIOR

Direction: Put a check mark (✓) on the box ( ) below for your corresponding answers. Answers can be more than one
(1).

Availed Financial Product in the Rural Bank of Lucban (Quezon) Inc. (Tayabas Branch)

Savings

Savings Deposit
Time Deposit Account

Loans

Agrarian Reform Loans Housing Loans

Agricultural Loans Industrial Loans
Barangay Loans Real Estate Loans
Collateral Loans Small Enterprise Loans
Commercial Loans Salary Loans for Employee

Other services

Airline ticketing Loading

ATM withdrawals Loan payouts
 Bill payment Medical reimbursement
Insurance Remittance

PART II. LEVEL OF SATISFACTION WITH THE FINANCIAL SERVICES OF RURAL BANK OF LUCBAN
(QUEZON), INC. (TAYABAS BRANCH)

A. Financial Products

Direction: Please read carefully all the statements below and put a check mark (✓) on the column that matches your answer.

4 - Very Satisfied
3 – Moderately Satisfied
2 – Slightly Satisfied
1 – Not At All Satisfied

Not
Charge Fee and Rates 4 3 2 1
Availed
1. Interest rate of savings deposit.
2. Interest rate of time deposit.
3. Assurance of receiving higher interest for
savings account.
4. Penalty given to early withdrawal of time
deposit.
5. Loan product rates.
6. Notice given in changes in rates.
7. Loan rates of rural bank compare with
other financial institutions.
8. Fair penalty on payment delinquencies.
9. Service charge collected on their Bayad
Center service.

B. Service Quality

Direction: Please read carefully all the statements below and put a check mark (✓) on the column that matches your answer.

4 - Very Satisfied
3 – Moderately Satisfied
2 – Slightly Satisfied
1 – Not At All Satisfied

Not
Time Value 4 3 2 1
Availed
1. Process of opening an account.
2. Making deposits.
3. Withdrawal of deposit.
4. Loan inquiries and applications.
5. Transaction process.
6. Systematic and organize service process.
7. Operating hours of rural bank.
8. Resolving problems and complaints.
 9. Responsiveness of personnel.
10. Promised time is followed.

Customer Service 4 3 2 1
1. Approachability and courteousness of personnel.
2. Knowledge of the work of the personnel.
3. Helpfulness and willingness to respond to
customers’ inquiries, questions and requests.
4. Attentiveness of the personnel.
5. Security and safety of the bank.
6. Apologizes for the inconvenience.
7. Consistency of the services.

Bank Image 4 3 2 1
1. Well-known in the locality.
2. Boosts the self-esteem of the customer.
3. Socially responsible rural bank.
4. Confidence in the rural banks’ management.

5. Advertisement using different media platforms.

6. Confidence to recommend it to non-customers.

7. Credibility of the bank.

8. Strict security.
9. Uniformity of attire.
10. Personality of the staff.

Bank Premises/Environment 4 3 2 1
1. Cleanliness of the facility.
2. Parking space provided for customers.
3. Adequate table and chairs.
4. Informative material available for the customers.

5. Ambience of the bank.

6. Interior design of the bank.
7. Visibility of the rural banks’ mission, vision and
core values.
8. Usage of modern typed equipment.
9. Accessible location.
10. Spacious area.

PART III. Problems Encountered

Check the problems that you have experienced when transacting with the Rural Bank of Lucban, Inc. (Tayabas branch).

Costly fees, charges or, penalty.

Long waiting period.
Continuous transferring to other personnel.
No follow-up or updates toward request.
Transaction delays.
Intimidating and unapproachable personnel.
Poor customer service communication
Unhelpful customer service.
No parking space
No informative materials available.
Others, please specify_______________________