A Study of Customer Differences on UCPB Savings Bank’s Product and Services, Performance, and Reliability

Abstract

The global banking sector experienced a slight rise in market capitalization in the third quarter of 2022, reaching 7.5 trillion euros. This was largely due to the rise in mobile payment services in China, where Alibaba and Tencent transformed the commercial landscape. The Chinese government has approved the implementation of the Digital Yen, a digital currency project, to help regulators combat money laundering and corruption. The Philippines' banking industry has experienced significant expansion, with double-digit credit growth in four out of five years from 2013 to 2017. The Bangko Sentral ng Pilipinas (BSP) reported that the combined assets of the country's banks amounted to 81.4% of the total assets held by the financial system. The Philippine Coconut Authority (PCA) provided credit policies for coconut farmers, with UCPB being one of the beneficiaries. In March 2022, UCPB merged with Landbank of the Philippines, allowing it to serve more players in the agribusiness value chain nationwide. The study aims to assess how clients perceive the bank's products and services and customer-driven programs as performance indicators to alleviate customer experience and impact customer satisfaction.