RENDERED SERVICES AND CLIENTS' SATISFACTION IN LANDBANK OF THE PHILIPPINES ATIMONAN: BASIS FOR FEEDBACK MECHANISM

Abstract

The study was about the Rendered Services and Client Satisfaction in Landbank of the Philippines Atimonan Branch that served as the basis for a feedback mechanism. It was conducted to develop localized feedback mechanism techniques that will help in becoming more responsive to clients through localized feedback mechanism and to attain clients’ satisfaction and sustain clients’ trust with the Bank. It used descriptive-correlational design and random sampling of 134 client-respondents from Alabat, Atimonan and Perez, Quezon. Moreover, a researcher-made questionnaire was utilized in data gathering and employed mean and four-point Likert scale, Pearson product moment correlation, and linear regression as statistical tools for the measurement of the outcome. The findings showed that the level of quality of rendered services of Landbank in terms of deposit products, livelihood loans, and E-banking was very good while the clients’ satisfaction with the rendered services in terms of quality, reliability, and extent of fulfillment of Landbank was fully satisfied. In addition, the level of quality of rendered services and clients’ satisfaction have significant relationship. As an output, localized feedback mechanism techniques were developed which may be considered for bank-wide implementation, if found effective: electronic feedback mechanism using quick response code, chatbox, rating of over-the-counter transaction through a number of stars and yearly survey of clients to be conducted third-party service provider.