CUSTOMERS' SATISFACTION OF E-BANKING SERVICES IN ALBAY PROVINCE, PHILIPPINES
DOI:
https://doi.org/10.65336/WJEBM.2026.3902Keywords:
customer satisfaction, e-banking, E-S-QUAL, digital financial services, financial inclusion, Albay, PhilippinesAbstract
This study assessed the customers' satisfaction with electronic banking (e-banking) services among 150 users in Albay Province, Philippines. Employing a descriptive-correlational research design and an adapted E-S-QUAL instrument, the study measured satisfaction across five dimensions: efficiency, reliability, security and privacy, responsiveness, and system availability. Results indicated an overall high satisfaction (M = 3.92, SD = 0.61). Efficiency received the highest rating (M = 4.12, SD = 0.58), followed by security and privacy (M = 4.05, SD = 0.65). Responsiveness had the lowest mean score (M = 3.68, SD = 0.74), identifying it as a critical area for service improvement. One-way analysis of variance (ANOVA) revealed significant differences in satisfaction by age group, F (2, 147) = 8.34, p < .001, and by household income per month, F (2, 147) = 6.71, p < .01, but not by educational attainment. An independent-samples t-test showed no significant gender difference, t (148) = 1.21, p = .23. Pearson product-moment correlation established a significant positive relationship between usage frequency and overall satisfaction, r (148) = 0.42, p < .001. The findings affirm that while e-banking adoption in Albay is progressing favorably, banks must strengthen real-time customer assistance, optimize system uptime, and expand digital literacy outreach to sustain trust and advance inclusive digital finance in rural and underserved communities.
References
1. Andoyo, M. P. (2025). Customer satisfaction with e-banking in rural Philippines: Basis for action plan. Asian Journal of Education and Social Studies, 51(8), 249–262. https://doi.org/10.9734/ajess/2025/v51i83045
2. Bangko Sentral ng Pilipinas. (2024). 2024 report on the status of digital payments in the Philippines. https://www.bsp.gov.ph/PaymentAndSettlement/2024_Report_on_E-payments_Measurement.pdf
3. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
4. Marcos, R. T. (2020). Electronic banking utilization, service quality, and client satisfaction in Philippine universal banks. Journal of Philippine Applied Integrated Research, 12(3), 21–38. https://doi.org/10.56723/jpair.2020.12.3.02
5. Mendoza, J. R. (2020). Assessing the internet banking services of selected banks in the Philippines using the E-SERVQUAL model. International Journal of Advanced Computer Science and Applications, 11(7), 111–119. https://doi.org/10.14569/IJACSA.2020.0110715
6. Ocampo, L. M. (2026). Relationship between use and satisfaction with e-banking services offered by Landbank Buguias Branch. International Journal of Finance and Banking Studies, 9(1), 1–18. https://doi.org/10.20525/ijfbs.v9i1.2574
7. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
8. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271963
9. Refuerzo, A. B. (2026). Impacts of online banking on customer satisfaction in commercial banks in the 2nd District of Albay. Philippine E-Journals. https://ejournals.ph/article.php?id=34479
