The Quality of Service of Commercial Banks in The City of Tarlac

Abstract

This study used the descriptive method of research and described the quality of service of selected commercial banks in Tarlac city. The study had one-hundred six (106) respondents who were chosen through systematic random selection. The SERVQUAL questionnaires developed by Parasuraman et al., (1988) and interviews were the main tools in the data gathering. Rankings on the performances gap scores and weighted means on the customers’ expectations and actual quality service were presented as bases for analyses. The results of the study revealed that quality of service of the banks did not meet the “strongly agree” expectation of the customer-respondents inspite of the management efforts to give the best quality of customer services. Problems still occur. Bank 1 customers revealed that major dissatisfactions were not only staff related but also on tangibility factors such as modern equipments, security alarms and gadgets used. Bank 2 faced problems to tangibility as well particularly appealing facilities and also noted dissatisfactions mostly fall on staff related areas. For Bank 3, the major customers’ dissatisfactions were entirely staff related. The result of the study could be a basis for banks’ understanding to review their policies, systems and procedures to attain the “strongly agree” expectation of their respective customers along with the identified gap.