Thesis Bachelor of Science in Business Administration Major in Financial Management University of Rizal System 2025

This study aimed to assess the service quality offered by both traditional and digital banking platforms in Binangonan, Rizal, focusing on customer experiences based on the five SERVQUAL dimensions: reliability, assurance, tangibles, empathy, and responsiveness. Utilizing a descriptive method of research design, the study employed the incidental sampling technique to gather data. A self-made questionnaire, which was face- and content-validated by experts, served as the primary data-gathering instrument.

The questionnaire checklist was divided into two parts: the first part dealt with the demographic profile of the respondents, including age, sex, civil status,
frequency of visiting the bank within a month, frequency of using digital banking within a month, and monthly income. The second part focused on the respondents' assessment of the service quality offered by both traditional and digital banking platforms, measured across the SERVQUAL dimensions. A 5-point Likert scale
was employed, with verbal interpretations ranging from very satisfied, satisfied, neutral, dissatisfied, to very dissatisfied. Although the researchers aimed for a quota of 100 respondents, only 77 bank customers participated in the study.
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Statistical tools such as frequency distribution, weighted mean, and one-way
ANOVA were used to analyze the data. The results showed significant differences in digital banking service quality based on the frequency of digital banking use and monthly income. Specifically, frequent digital users rated reliability and tangibles significantly higher, while respondents with varying income levels showed significant differences in their assessment of tangibles and responsiveness. No
significant differences were found in traditional banking assessments across any demographic variables.
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The study concluded that while both platforms provided valuable services,
digital banking was perceived as more efficient and satisfying, especially among younger and more digitally engaged users. This underscored the growing relevance of digital platforms in the modern financial landscape. Traditional banking remained important, particularly for clients who prioritized face-to-face service, but needed to adapt to remain competitive.

As recommendations, banks were advised to enhance cybersecurity, user interface design, and real-time customer support for digital platforms, while traditional banks were encouraged to streamline service processes, reduce wait times, and integrate hybrid approaches that combined personal service with digital convenience. It was also suggested that financial institutions conduct regular service quality evaluations and provide staff training to meet evolving customer
expectations. Lastly, it was recommended that future research consider incorporating variables such as trust, risk perception, and technological readiness to further examine the evolving dynamics of banking service quality.