Client’s Satisfaction of Bank Services and the Relevance of Services Mostly Used

The purpose of this study is to determine the client’s satisfaction of bank services. BDO Unibank, Inc. is one of the largest developing banks in the Philippines. The purpose of this research is to measure the satisfaction rate of the clients of BDO as a whole. The sample of this study consists of BDO Clients selected using the Purposive Selective Sample Technique. The study used the descriptive research design. The results were analyzed and interpreted. The researcher concludes that the clients of BDO Unibank, Inc. are satisfied with the products and services that the organization offers. However, the bank’s ability to develop and conceptualize new strategies and innovate to improve their services and increase brand loyalty from their clients had only “satisfactory†rating. Having good relationship can increase the brand loyalty, trust and customer retention of the clients in an organization. This conclusion points to the fact that an organization should always step up, be flexible and have long term plans.

Keywords: Client’s satisfaction, bank services