Far Eastern University

Institute of Accounts, Business and Finance

Business Statistics

Client Patronage for Savings Bank

BPI and BDO

Submitted By:
De Guzman, John Carlo D.
Lasalita, Dikka Mae B.
Aquino, Jerlene M.
Espera, Dianne Marie V.

Submitted to:
Prof. Myllah Garcia

In partial fulfillment of the requirements for the subject Business

Statistics, the research entitled Client Patronage For Savings Bank was prepared
by the student of Business Statistics Under with Professor Myllah Garcia.

Chapter I
I. Introduction
Banking Institution is no doubt a growing industry in our country and
around the globe. That is why we the student of Business Statistics in Far
Eastern University was decided to conduct a research that is related to our
Business courses regarding to the people who used to save in the bank. The
title of this research is Client Patronage for Savings Bank.

There are many banking institutions in the Philippines but we decided

to focus on the two largest bank that emerge to our country which is; Bank
of the Philippine Island (BPI) and Banco De Oro (BDO).

This research will help us determine what factors that affect the people
in choosing a bank to invest or to save. This research is conducted to help
other people on deciding which banking institutions they can invest or save
their money. We can assure to the readers of this research that every data is
validated and all the facts gathered is relevant and acceptable.

The purpose of this study is to reveal the expected influence of the

financial system on peoples bank choice and to detect the underlying factors
that cause this influence. With these results the study could be helpful for
banks when developing appropriate marketing strategies in order to deal
with the financial system.

The thesis is arranged as follows. This chapter has introduced the topic
of bank decisions as well as the motivation for this research.

I.I - Background of the study

Financial institutions play a crucial role in facilitating the accumulation
and allocation of capital by channelling individual savings into loans to
governments, businesses and individuals. . In the Philippines, the role of the
banking sector in capital concentration and distribution cannot be disputed.
The current credit crunch has affected the performance of many banks
globally.
The current banking environment has however changed. There are
many Savings Bank offering the same service and product such as loans to
the depositor. This shows that the Banking industry in our country is getting
bigger and the competition between those banks are getting stronger.
Thus institutions that adopt strategies to compete better are more
likely to survive in the long run. Within the banking sector, customer loyalty
to Banking Institution is one way of keeping banking businesses competitive.
In this study we investigate the determinants of customer loyalty and
whether these lead to increased market share and firm profitability in the
banking industry here in our country.

I.II - Study objectives

The purpose of this study is to determine what factors that affect the
people in choosing a bank to invest or to save. This research is conducted to
help other people on deciding which banking institutions they can invest or
save their money.

Chapter III

III.I Research Strategy

Researchers conducted the research by using methods and data

presentation strategy. The Survey method strategy helps to get the answer
of the respondents by using a Questionnaire method that has been given to
the target respondent. The Questionnaire consist of two Variable: Qualitative
Variables and Quantitative Variables such as Discrete Questions. We
Distributed the questionnaire to the respondents and gathered the answered
questionnaire. And lastly we use Tabular Data Presentation as a tool to get
all the average answers of the respondents.
The aim of this Research Strategy is to fully maximized the method
and strategy by getting the opinion and answer of the respondents. It all
provide that the data gathered was computed base on the method that we
have discussed in Business Statistics. It is easier for the researchers to
conduct a research with an accepted method and strategy.

III.II Research Respondents

The respondent of this research project was randomly selected within

the Far Eastern University. Respondents include students from different
Institute in the university. Twenty two (22) Students from Institute of
Accounts Business and Finance (IABF), Twenty three (23) Students from
Institute of Arts and Sciences (IAS), Thirteen (13) Students from Institute of

Education (IE), Fifteen (15) Students from Institute of Tourism and

Hospitality Management (ITHM), Fifteen (15) Students from Institute of
Architecture and Fine Arts (IARFA), Twelve (12) Students from FEU Institute
of Technology (FIT). A total of 100 Respondents from different Institutes.

III.III Research Locale

The research was conducted inside the Far Eastern University where
the respondent is located. The student of Far Eastern University is the main
target of this study. The respondents are student from different institute that
are randomly selected, institute such as Institute of Accounts Business and
Finance (IABF), Institute of Arts and Sciences (IAS), Institute of Education
(IE), Institute of Tourism and Hospitality Management (ITHM), Institute of
Architecture and Fine Arts (IARFA), FEU Institute of Technology (FIT). The
University was founded in 1928 by the founder Dr. Nicanor Reyes, Sr. Far
Eastern University has been recognized as one of the leading universities in
the country. Offering a high standard quality education for the students who
are preparing for their future and catering a High quality professors. Far
Eastern University is under the leadership of Dr. Michael Alba, the university
President.

Chapter IV

IV.I Graphical Presentation of Respondents

Institutes

No. of
Respondents
22
23
13
15
15
12
100

Institute of Accounts, Business and Finance

Institute of Arts and Sciences
Institute of Education
Institute of Tourism and Hotel Management
Institute of Architecture and Fine Arts
FEU Institute of Technology
Total Respondent

Table 1.1 Tabular Presentation of Different Institutes and their respondents

Institutes
12%
22%
IABF
15%

IAS
IE
ITHM
23%

15%

IARFA
FIT

13%
Graph 1.1 Showing that IAS has the most respondents and FIT has the least.

GENDER

No. of
Respondents

Female

65

Male

35

Total

100

Table 1.2 Presentation of Respondents gender

Gender

35%

Female
Male
65%

Graph 1.2 Showing that the majority of respondents are Female with 65%

AGE

No. of
Respondents

16 years old

24

17 years old

35

18 years old

25

19 years old

25

20 years old

Total

100

Table 1.3 Presentation of respondents different age groups

Age
6%

10%

16 years old
25%

17 years old
24%

18 years old
19 years old
20 years old

35%
Graph 1.3 Showing that the majority of respondent is 16 years old and the 20 years old is the least

IV.II Graphical Presentation of Answers

Question no. 1

No. of Respondents

Yes

81

None

19

Total

100

Table 1.4 Presenting the answers in the question Do you have a bank account?

Question no. 1
19%
Yes
None
81%

Graph 1.4 Showing that 81% of FEUs students have their bank account

QUESTION no. 2

No. of Repondents

BPI
BDO

50
25

Others

Total

81

Table 1.5 Presents the bank accounts that the respondents have. 81 only says that they have an account.

Question no. 2
7%
BPI
31%

BDO
62%

Graph 1.5 Shows that students prefer BPI than BDO and Other banks.

Others

Popularity

Question no. 3

No. of Respondents
13

Advertisement
Influence by Family and Friends
Other

10
54
4

Total

81

Table. 1.6 Presenting the respondents answer in the question What the factors affect your decision in
choosing a bank?

Question no. 3
5%

16%
Popularity
Advertiement

12%

Influence by Family & Friends

Others

67%

Graph 1.6 Shows that the factor that affect the respondent most is Influence by family and friends

Question no. 4

No. of Respondents
30
46
5
81

Deposit
Withdraw
Others 5
Total

Table 1.7 Presenting the respondents answer in the question What do you usually do in the bank?

Question no. 4
6%
37%
Deposit
Withdraw
57%

Others

Graph 1.7 Shows that Withdrawing is the most thing by the respondents in the bank

Question no. 5

No. of Respondents
35
46
81

Yes
No
Total

Table 1.8 Presenting the respondents answers in the question Are you regularly depositing in the bank?

Question no. 5

43%

Yes
No

57%

Graph 1.8 Show that majority of FEU Students are not regularly depositing in the bank

Question no. 6

No. of Respondents
0
2
10
23
35

Everyday
Twice a week
Once a week
Once a month
Total
Table 1.9 presents the respondents who answered yes in question no. 5

Question no. 6
0%
9%

15%
Everyday
Twice a week
Once a week
Once a month

76%

Graph 1.9 Shows that the majority of regularly-depositing clients go to the bank once a month

Question no. 7

No. of Respondents
20
50
11
0
81

Very Satisfied
Satisfied
Neutral
Dissatisfied
Total
Table. 1.10 Satisfaction in friendly and courteous manner of *Representatives/tellers

Question no. 7
2%
13%
24%

Very Satisfied
Satisfied
Neutral
Dissatisfied

61%
Graph 1.10 Shows that majority is satisfied in friendly and courteous manner*

Question no. 8

No. of Respondents
20
46
15
0
81

Very Satisfied
Satisfied
Neutral
Dissatisfied
Total
Table 1.11 Satisfaction in Knowledge of banks products and services*

Question no. 8
2%
18%

24%

Very Satisfied
Satisfied
Neutral
Dissatisfied

56%

Graph 1.11 Majority of students is satisfied in Knowledge of banks products*

Question no. 9

No. of Respondents
17
49
15
0
81

Very Satisfied
Satisfied
Neutral
Dissatisfied
Total
Table 1.12 Willingness to listen and respond to your needs*

Question no. 9
0%
19%

21%
Very Satisfied
Satisfied
Neutral
Dissatisfied

60%

Graph 1.12 Majority of students is satisfied with willingness to listen and respond in your needs*

Question no. 10

No. of Respondents
30
35
15
1
81

Very Satisfied
Satisfied
Neutral
Dissatisfied
Total
Table 1.13 Proper grooming/hygiene*

Question no. 10
2%
18%
37%

Very Satisfied
Satisfied
Neutral
Dissatisfied

43%

Graph 1.13 Majority is satisfied with Proper grooming and hygiene*

Question no. 11

No. of Respondents
30
43
5
3
81

Very Satisfied
Satisfied
Neutral
Dissatisfied
Total
Table 1.14 Clean and well facilities in ^aspects of the branch facilities

Question no. 11
2%
6%
Very Satisfied
38%

Satisfied
Neutral

54%

Dissatisfied

Graph 1.14 Majority of students are satisfied with and clean and well cared facilities^

Question no. 12

No. of Respondents
8
30
34
9
81

Very Satisfied
Satisfied
Neutral
Dissatisfied
Total
Table 1.15 Line ups at the counter^

Question no. 12
11%

10%
Very Satisfied
Satisfied
37%

42%

Graph 1.15 Majority is Satisfied neither not with line ups in the counter

Neutral
Dissatisfied

Question no. 13

No. of Respondents
19
41
12
4
81

Very Satisfied
Satisfied
Neutral
Dissatisfied
Total
Table 1.16 Automatic bank machines in convenient locations

Question no. 13
4%

23%

22%

Very Satisfied
Satisfied
Neutral
Dissatisfied

51%
Graph 1.16 Majority is satisfied with the convenience of Automatic bank machines

Question no. 14

No. of Respondents
24
41
12
4
81

Very Satisfied
Satisfied
Neutral
Dissatisfied
Total
Table 1.17 Security and safety^

Question no. 14
5%
15%

30%

Very Satisfied
Satisfied
Neutral
Dissatisfied

50%

Graph 1.17 Majority is Satisfied with banks security and safety^

Question no. 15

No. of Respondents
13
37
27
4
81

Very Satisfied
Satisfied
Neutral
Dissatisfied
Total
Table 1.18 Waiting area^

Question no. 15
2%
17%
Very Satisfied
34%

Satisfied
Neutral
47%

Graph 1.18 Majority of the students is satisfied with the banks waiting area^

Dissatisfied

CHAPTER V
V.I SUMMARY

1. Do you have a bank saving/bank account?

-

The researchers found out that the 80% of FEU students have their own
bank account and 20% of them has no accounts.

2. What banking institutions you have or prefer?

-

The researchers found out that around 70% of FEU students prefer the
BPE, 20% of them prefers the BDO and 10% was the other banks.

3. What factors affect your decision in choosing a bank?

-

The researchers found that the factors affect their decision is choosing a
bank, majority of them was the influence of family and friends. 10%
was the popularity of the bank and 5% was the advertisement.

4. What do you usually do in the bank?

-

The researchers found that the students usually withdraw their moneys
than depositing.

5. Are you regularly depositing in the bank?

The researchers found that 70% of the students answered NO and

30% of them said YES.

(If you answer in #5 is yes answer this question.

If your answer is No, proceed to next question)
6. How many times do you deposit money in the bank?
-

The researchers found out that the FEU students usually deposit money
ONCE A MONTH and some of them said once a week.

In terms of the service you received from the customer service

representatives/tellers, how satisfied were you with the following?

7. Friendly and courteous manner?

-

The researchers found out that majority to the FEU students said that
they are satisfied to the manner of the facilities and some says Neutral.

8. Knowledge of banks products and services

-

The researchers found out that the FEU students are satisfied in terms
of the knowledge of banks products and services.

9. Willingness to listen and respond in your needs?

-

The researchers found out that according to the FEU students says that
in terms of the listen and respond in your needs majority of them said
satisfied.

10.
-

Proper grooming/hygiene
The researchers found out that according to the FEU students are very
satisfied in terms of the proper grooming and hygiene of the facilitators.

How satisfied were you with the following aspects of the branch
facility?

11. Clean and well cared facilities?

-

The researchers found out that the FEU student says that they are satisfied
in terms of the cleanliness of the place

12.
-

No long line ups at the counter

The researcher found out that the majority of the FEU student answered
Neutral.

13. Automatic bank machines in convenient locations

-

The researcher found out that FEU students are Very satisfied in the
convenient location of bank machines.

14. Security/Safety
-

The researcher found out that majority of the FEU students says that they
are secured.

15. Waiting area

-

The researcher found out the majority of the FEU student says that they
are satisfied in the waiting area.

V. II CONCLUSION
We conclude that lot of FEU students have their own bank accounts.
Therefore this study may help them to distinguish the relevance of having
a bank account and the bank they had preferred.

V. III RECOMMENDATION
We recommend this study to the following:
1. To all students who have bank accounts. I recommend this paper to
help them to provide information regarding to the most convenient
and effective bank accounts.
2. To all students who are planning to have a bank account. I recommend
this paper to provide additional information about the most preferred
bank that they are going to open.
3. To the banks. I recommend this paper to help to improve the facilities
of the banks.