THE INTERNET BANKING QUALITY OF UNIVERSAL AND COMMERCIAL BANKS IN BALIWAG AND ITS RELATIONSHIP ON THE SATISFACTION OF BANK CLIENTS

Abstract

The purpose of this study is to find out the influence of the 4 customer satisfaction indicators - service quality, responsiveness, privacy and security, and assurance - on customer satisfaction; and in turn, the influence of customer satisfaction on customer retention, both in the context of internet banking. Results revealed that service quality, and privacy and security influenced customer satisfaction. Additionally, customer satisfaction significantly influenced customer retention. Finally, service quality and privacy and security have significant influence on customer satisfaction in the context of internet banking. Inversely, responsiveness and assurance were considered to have no influence on customer satisfaction in the same context. On the other hand, customer satisfaction was proven to have a strong influence towards customer retention in internet banking setting.

Keywords: internet, banking, customer satisfaction, customer retention