Assessing the Service Quality and Customer Satisfaction of Financial Institutions

This study explored service quality and customer satisfaction among clients of financial institutions in Cateel, Davao Oriental. It analyzed respondents’ demographics (age, gender, civil status, education, income source, and monthly income) and assessed service quality using the SERVQUAL dimensions and satisfaction through loyalty and word-of-mouth. It employed the SERVQUAL model's five dimensions—tangibles, reliability, responsiveness, assurance, and empathy—measured on a 5-point Likert scale. Using a descriptive-comparative and correlational design, data from 183 business owners were analyzed via SPSS. Results showed high ratings in assurance and responsiveness, and strong customer satisfaction. ANOVA revealed significant differences based on civil status, education, and income source, but not gender or income level. A strong positive correlation between service quality and satisfaction highlights the need for demographic-sensitive service strategies.