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All Journal Asian Journal of Management Analytics
Aguinaldo, Kathreen
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Decision Sciences, Operations Research & Management

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E- Banking Service Quality of Thrift Banks in Nothern Philippines Aguinaldo, Kathreen; Doca, Babylene; Israel, Ian Dj; Padilla, Shidely Fiazon; Maramag, Fe Rose-Anne; Catacutan, Karen Joy A.
Asian Journal of Management Analytics Vol. 3 No. 4 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ajma.v3i4.7935

Abstract

This study was conducted to determine the assessment of the quality of the e-banking service among thrift banks in Northern Philippines. Data was collected through a questionnaire. A convenience sampling technique was used to select the respondents. The study revealed that the frequency of client’s use of the service in banks played a significant role in their perception of service quality in thrift banks. It was found that online banking has provided excellent service quality in terms of reliability, responsiveness, efficiency, privacy and security, personal need, and site organization, with personal need as the highest, which indicates how thrift banks have prioritized the need of their customers to switch in online banking and incorporated these personal needs as a feature.
Co-Authors Catacutan, Karen Joy A. Doca, Babylene Israel, Ian Dj Maramag, Fe Rose-Anne Padilla, Shidely Fiazon