The Effectivess of Service Quality of Bank Employees Towards Building Client Relationship

The study aims to determine the effectiveness of the service of bank employees in one of the leading private banking institutions in Cagayan de Oro City which is Metropolitan Bank and Trust Company CDO Main Branch located at Corrales Sts, Cagayan de Oro City. Likewise, to determine if the service quality rendered to clients are effective in terms of client satisfaction, specifically in their satisfaction and loyalty towards the bank. This study has the following objectives: 1. To identify the profile of the respondents in terms of their age, gender, civil status, frequency of bank visit and type of account; 2. To determine the effectiveness of service quality of bank employees in terms of time management and problems or concerns accommodation; 3. To determine the client relationship in terms of satisfaction; and 4. determine the client relationship in terms of loyalty and satisfaction.

Keywords: Service quality, client relationship, banking institutions