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IJSRP, Volume 11, Issue 3, March 2021 Edition [ISSN 2250-3153]

      Samantha B. Tan

Abstract: The Industry 4.0 is apparently increasing exponentially in the field of internet banking, competitive advantage is achieved by highlighting service qualities which are key determinants in achieving customer satisfaction. This study evaluated internet banking e-service qualities of selected banks in the Philippines using E-SERVQUAL model which enables the measurement of customer expectations as to the quality of services of internet banking. The findings indicated that customers were most satisfied with the privacy dimension but they were less satisfied with the system availability dimension of the assessed service qualities. It was determined, nonetheless, that the demographic profile of the selected bank clients do not affect customer’s satisfaction.

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Samantha B. Tan (2021); Assessing the Internet Banking Services of Selected Banks in the Philippines using E-SERVQUAL Model; International Journal of Scientific and Research Publications (IJSRP) 11(3) (ISSN: 2250-3153), DOI:



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