The Credit Card Services of Security Bank in the National Capital Region

Abstract

This study was intended to assess the satisfaction of clients on the credit card services of Security Bank in the National Capital Region. This study also made use of the descriptive research method with the survey questionnaire as its instrument. The researcher distributed 500 questionnaires to the Security Bank clients in the different cities of the National Capital Region but was able to retrieve 394 answered questionnaires in three weeks. This study revealed that the respondents were “satisfied” with the Credit Card Services offered by the bank such as promotion and rewards, payments, SOA distribution, request for cash advances, amendment request, bills payment enrolment, and balance transfer. There were significant differences in the client’s level of satisfaction in Security Bank credit card services when they were grouped according to age, average monthly income, employment status and the number of years as a credit cardholder. However, there was no significant difference when they were grouped according to sex, civil status, highest educational attainment, and most frequently used credit card services since their p-values were less than 0.05. Therefore, hypothesis was rejected. After analyzing the data gathered, the researcher come up with the several recommendations such as, Security Bank Credit Cards to intensify the promotion of the credit card thru offering a more rewarding deals for the credit cardholders and to modify and pattern the rewards and promotion based on their client’s profile to maximize the usage of the credit card. The bank can initiate an easy to redeempromotion such as partnering to a fast-food restaurants; the conversion of the purchase into installment at zero percent interest; to offer a waived annual fee for life; competitive rates and lower charging fees for cash advance in all its form of a payout. An enhancement of the system should be used for the immediate posting of the payment regardless of the nature of the payment and the source of the payment. The bank should launch enhancement of the system used in the distribution of the Statement of Account of the cardholders to prevent the delay. To enhance the credit card system, there should be a facilitation of the Balance Transfer and coordination with other banks for the immediate processing of the balance transfer.