Age

Position

Bank where the respondent is working

Location of the Bank

Years of Operation

Number of branches

Ranking of the bank as provided by the BSP

Questions 1-24

Questions 25-27
the respondents were the one who input the years of operation Question 1

the respondents were the one who input the years of operation given Question 2
that the position in the organizational structure of bank varies from one Question 3
to another
Question 4
1= BDO Unibank Inc. Question 5
2= Land Bank of the Philippines Question 6
3= Bank of the Philippine Islands (BPI) Question 7
4= Metropolitan Bank & TCO (Metrobank) Question 8
5= China Banking Corp. (Chinabank) Question 9
Question 10
1= Makati Question 11
2= Malate Question 12
Question 13
the respondents were the one who input the years of operation Question 14
Question 15
1= 1-500 Question 16
2= 501- 1000 Question 17
3= More than 1000 Question 18
Question 19
1= BDO Unibank Inc. Question 20
2= Land Bank of the Philippines Question 21
3= Bank of the Philippine Islands (BPI) Question 22
4= Metropolitan Bank & TCO (Metrobank) Question 23
5= China Banking Corp. (Chinabank) Question 24

Question 25

1= Completely Disagree
Question 26
2= Somewhat Disagree Question 27
3= Neither Agree nor Disagree
4= Somewhat Agree
5= Completely Agree

1= Strongly Disagree
2= Disagree
3= Neutral
4= Agree
5= Strongly Agree
Visually appealing bank layout
Functioning ATM and online facilities
Professionally dressed personnel
Easily understandable bank forms
Convenient location
Error‐free service delivery
Consistent and dependable service
Orderly and systematic bank services
Quick and timely service
Willingly responds to customer queries
Prompt resolution of customer complaints
Referral to the right person or department for a concern
Effective customer service assistance
Limited waiting time for bank transactions
Knowledgeable and competent staff
Respectful employees
Secured bank transactions
Confidential customer bank information
Physical safety inside the bank
The maximum tolerance of complaining customers
Individual care and attention
Timely advisory and notices to clients
Suitable working hours
Adequate staff during peak hours
Income from internet has high margin hence contributing
positively to bank annual profitability
Internet banking has low maintenance costs leading to
high levels of profitability over their economic lifetime
Investment in internet banking is mostly motivated by
profits to the bank
 Position of the Bank where the
Respondent No. Age
respondent in the bank respondent is working
1 37 Team Lead 1
2 58 Operations Manager 1
3 54 Manager 1
4 29 Operations officer 1
5 49 Assistant Manager 1
6 35 Department Head 1
7 42 General Manager 1
8 36 Corplan manager 1
9 39 Manager 1
10 43 Team Lead 1
11 32 Team Lead 2
12 28 Operations Officer 2
13 35 Manager 2
14 45 Manager 2
15 29 Operations Officer 2
16 47 Assistant Manager 2
17 36 Department Head 2
18 42 Operations Manager 2
19 43 General Manager 2
20 35 Team Lead 2
21 26 Assistant Manager 3
22 25 Assistant Manager 3
23 44 General Manager 3
24 33 Team Lead 3
25 26 Corplan Officer 3
26 31 Operations Officer 3
27 44 Operations Manager 3
28 33 Department Head 3
29 36 Corplan Manager 3
30 57 Manager 3
31 35 Bank officer 4
32 32 Assistant manager 4
33 39 Boo 4
34 24 Csr 4
35 33 Branch Sales Officer 4
36 45 Manager 4
37 35 Accounting officer 4
38 34 Team lead 4
39 35 Sales officer 4
40 34 Account manager 4

41 22 Branch Operations Assistance 5

(Clearing and Accounting)
42 23 Customer Relations Assistant 5
 43 25 Foreign teller 5
44 35 Senior Branch Operations 5
Assistant
45 40 Customer Support Manager 5
46 42 Branch Operations Head 5
47 23 Deal manager 5
48 36 Manager 5
49 37 General manager 5
50 36 Manager 5

Note: all are already arranged in accordance to bank for easier reference and as distributed amongst all members of the res
Location of Years of Number of Ranking of the bank as
the Bank Operation branches provided by the BSP Question 1 Question 2

1 55 3 1 5 4
1 55 3 1 5 5
1 55 3 1 5 5
1 55 3 1 5 5
1 55 3 1 5 4
1 55 3 1 5 5
1 55 3 1 5 5
1 55 3 1 5 5
1 55 3 1 5 5
1 55 3 1 5 5
2 60 2 2 5 5
2 60 2 2 5 5
2 60 2 2 4 4
2 60 2 2 4 5
2 60 2 2 5 4
2 60 2 2 5 5
2 60 2 2 4 5
2 60 2 2 5 4
2 60 2 2 4 5
2 60 2 2 4 5
1 172 2 3 5 5
1 172 2 3 5 5
1 172 2 3 5 4
1 172 2 3 4 5
1 172 2 3 5 4
1 172 2 3 4 4
1 172 2 3 4 4
1 172 2 3 5 5
1 172 2 3 5 5
1 172 2 3 4 5
1 61 2 4 2 2
1 61 2 4 5 5
1 61 2 4 5 5
1 61 2 4 5 5
1 61 2 4 5 5
1 61 2 4 5 5
1 61 2 4 5 5
1 61 2 4 4 4
1 61 2 4 4 4
1 61 2 4 4 2

1 33 3 5 5 5

1 33 3 5 4 5
 1 33 3 5 4 5
1 33 3 5 4 4

1 33 3 5 5 5
1 33 3 5 5 4
1 33 3 5 5 5
1 33 3 5 4 4
1 33 3 5 5 4
1 33 3 5 4 2

ted amongst all members of the research group

Question 3 Question 4 Question 5 Question 6 Question 7 Question 8 Question 9

5 4 4 5 5 4 4
5 5 5 5 5 5 5
5 5 5 5 5 5 5
5 5 4 4 5 5 5
5 5 5 4 5 5 5
5 5 4 4 5 5 5
5 5 4 4 5 5 5
5 5 4 5 5 5 5
5 5 4 4 5 5 4
5 5 4 4 5 5 5
4 4 4 4 5 5 4
5 4 4 4 5 5 5
5 5 5 4 5 5 4
5 4 5 4 5 4 4
5 5 4 5 5 5 5
5 5 5 4 5 5 4
4 4 5 5 5 4 5
4 4 5 4 5 5 5
5 4 5 5 5 5 5
4 5 5 4 5 5 4
5 5 5 5 5 5 5
5 4 4 4 4 5 4
5 4 5 4 4 5 4
4 4 5 4 4 5 5
5 5 4 4 4 4 5
5 5 5 4 4 5 4
5 5 5 4 4 5 5
4 4 4 4 5 5 5
5 5 4 4 4 5 5
5 5 5 4 4 5 5
2 2 2 4 5 5 5
5 5 5 5 5 5 5
5 5 5 5 5 5 5
5 5 5 5 5 5 5
5 5 5 5 5 5 5
4 5 5 5 4 5 4
4 4 4 5 5 5 5
5 4 2 4 4 4 4
5 4 4 4 4 4 4
5 4 4 4 4 4 2

5 5 5 4 5 5 5

5 4 5 4 4 5 5
4 5 5 4 5 5 5

4 4 4 4 4 4 4

5 5 5 4 5 5 4
4 5 5 5 5 4 4
4 4 4 5 5 5 5
4 4 4 5 4 5 5
5 5 4 4 4 5 4
5 4 4 4 5 5 4
Question 10 Question 11 Question 12 Question 13 Question 14 Question 15 Question 16

4 5 4 5 4 5 5
5 4 5 5 4 5 5
5 5 4 5 4 5 5
5 5 5 5 4 5 5
5 5 5 5 5 5 5
5 4 5 5 5 5 5
5 5 5 5 5 5 5
5 5 4 5 4 5 5
5 5 5 5 4 5 5
5 5 5 5 5 5 5
5 4 4 4 4 5 5
5 4 4 4 4 5 5
5 5 5 4 5 4 4
5 5 5 4 4 5 4
4 4 5 5 5 5 5
5 5 5 4 5 5 4
5 5 4 4 4 5 5
5 5 5 5 4 5 5
5 4 5 5 5 5 5
5 4 5 5 5 5 5
5 5 5 5 5 5 5
4 4 4 4 2 5 5
5 5 5 4 4 5 5
5 4 5 5 5 5 5
4 4 5 5 5 5 5
4 4 5 4 5 5 5
4 5 5 5 5 5 5
4 5 5 5 5 5 5
4 5 5 5 4 5 5
4 4 5 5 5 5 5
5 4 5 5 4 5 5
5 5 5 5 5 5 5
5 5 5 5 5 5 5
5 5 5 5 5 5 5
5 5 5 5 5 5 5
4 4 5 5 5 5 4
5 5 4 4 5 5 5
5 4 4 5 4 5 5
5 4 5 5 4 5 5
4 5 5 5 4 5 5

4 5 4 5 5 5 5

4 4 5 5 4 5 5
5 5 5 5 5 5 5

5 4 4 5 4 4 5

4 4 4 5 5 5 4
5 4 4 4 5 5 4
5 4 4 5 5 5 5
5 4 4 4 4 5 5
4 4 5 4 4 5 5
5 4 4 4 2 5 5
Question 17 Question 18 Question 19 Question 20 Question 21 Question 22 Question 23

5 5 5 5 5 5 5
5 5 5 5 5 5 5
5 5 5 5 5 4 5
5 5 5 5 5 5 5
5 5 5 5 5 5 5
5 5 5 5 5 5 4
5 5 5 5 5 5 5
5 5 5 5 5 4 5
5 5 5 5 5 4 5
5 5 5 5 5 5 4
5 5 5 5 5 4 5
5 5 5 5 5 4 4
5 5 5 4 5 5 4
5 5 5 4 4 5 5
5 5 5 5 4 5 4
5 5 5 4 4 4 5
5 5 5 4 4 5 5
5 5 5 5 4 4 4
5 5 5 4 5 4 5
5 5 5 5 4 5 5
5 5 5 5 5 5 5
5 5 5 5 5 5 5
5 5 5 4 4 4 4
5 5 5 5 4 4 5
5 5 5 5 5 4 5
5 5 5 4 4 4 5
5 5 5 4 5 5 5
5 5 5 4 5 5 5
5 5 5 4 5 5 5
5 5 5 4 4 5 5
5 5 5 5 5 5 4
5 5 5 5 5 5 5
5 5 5 5 5 5 5
5 5 5 5 5 5 5
5 5 5 5 5 5 5
4 5 5 5 5 5 5
4 5 4 5 5 5 5
5 5 5 4 5 5 2
5 5 5 4 4 4 5
5 5 5 4 5 4 5

5 5 5 5 5 5 4

5 5 4 4 5 5 5
5 5 5 4 4 4 4

5 4 4 4 4 4 4

4 4 5 5 4 4 5
4 5 5 5 5 5 5
5 5 5 5 5 5 5
4 4 5 5 4 4 4
5 5 5 4 5 4 5
5 5 5 4 5 4 5
Question 24 Question 25 Question 26 Question 27

5 4 4 4
5 5 5 2
4 5 4 2
5 5 5 4
5 5 5 4
5 5 5 4
5 5 5 4
5 5 5 4
4 5 5 4
4 4 4 4
4 4 4 4
5 4 4 5
5 5 5 5
5 5 5 4
5 5 5 4
5 5 5 4
4 5 4 4
4 5 5 4
5 4 5 4
5 5 5 4
5 5 5 5
4 4 4 2
4 5 4 2
5 4 4 2
5 4 5 2
5 4 4 2
5 4 5 4
5 4 4 2
5 5 4 4
4 4 4 2
4 5 5 5
5 5 5 5
5 5 5 5
5 5 5 5
5 4 4 4
5 4 5 5
5 4 4 5
4 4 4 5
4 4 4 5
4 4 4 4

4 4 4 4

5 4 4 5
4 4 4 4

4 4 4 4

5 5 5 5
5 4 5 4
5 4 5 4
5 4 4 4
4 5 4 5
4 4 5 5