📄 Abstract
This study examined the extent of use and level of client satisfaction with e-banking services offered by the Land Bank of the Philippines-Buguias Branch, as well as the relationship between e-banking usage and client satisfaction. It also investigated differences in e-banking usage and satisfaction when clients were grouped according to age and type of client. Employing a descriptive-correlational research design, data were collected from bank clients using a structured survey questionnaire and analyzed using appropriate statistical techniques. Findings revealed that clients frequently utilized e-banking services, with significant differences in usage observed across age groups and client types. Overall, clients reported a high level of satisfaction with e-banking services, and no significant differences in satisfaction were found when respondents were grouped by age or type of client. Furthermore, results indicated a moderate positive relationship between e-banking usage and client satisfaction, suggesting that increased use of e-banking services is generally associated with higher satisfaction levels. Despite the regular use and favorable satisfaction ratings, challenges such as intermittent internet connectivity, limited digital literacy, and security concerns were identified as factors affecting e-banking usage. The study recommends continuous enhancement of e-banking services, strengthened security measures, and improved client support to sustain and further improve client satisfaction.
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📚 How to Cite:
Jovelyn Ricardo-Nalicao , RELATIONSHIP BETWEEN USE AND SATISFACTION ON E-BANKING SERVICES OFFERED BY LANDBANK BUGUIAS BRANCH , Volume 11 , Issue 1, January 2026, EPRA International Journal of Research & Development (IJRD) ,