Advanced International Journal of Multidisciplinary Research

E-ISSN: 2584-0487 •   Impact Factor: 9.11

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Adaptability on Customer Satisfaction in Remittance and Pawnshop Services in Selected Municipalities of Zambales

Author(s) Dann Mark Nisperos Dela Cruz, Allan Ebitner
Country Philippines
Abstract This study investigated the influence of financial adaptability on customer satisfaction in remittance and pawnshop services in selected municipalities of Zambales. Employing a quantitative-correlational research design, data were gathered from one hundred fifty (150) customer-respondents. The majority of respondents were middle-aged, female, single, high school graduates, and belonged to the low-income group. Results showed that respondents generally agreed on their level of financial adaptability in terms of spending habits, saving practices, digital financial literacy, and coping strategies during financial constraints. Likewise, customer satisfaction was rated as agree across service quality, accessibility and convenience, cost of service, and customer support. Further analysis revealed no significant difference in spending habits when grouped according to profile variables. However, saving practices varied significantly by civil status and educational attainment, while digital financial literacy differed based on age, civil status, and education. Coping strategies also showed significant variation in relation to age. In terms of customer satisfaction, accessibility and cost of service showed no significant differences, whereas service quality and customer support differed significantly according to age. Importantly, findings confirmed a significant relationship between financial adaptability and customer satisfaction. Recommendations emphasized budgeting, secure saving practices, digital literacy, financial consultation, improved service efficiency, accessibility, cost transparency, and strengthened customer support.
Keywords Customer Satisfaction, Remittance Services, Pawnshop Services
Discipline Business Administration
Published In Volume 4, Issue 3, May-June 2026
Published On 2026-05-20
DOI https://doi.org/10.62127/aijmr.2026.v04i03.1338
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