This study investigates the determinants of customer satisfaction and loyalty intentions among clients of selected universal banks in North Fairview, Quezon City. Using a quantitative research design, data were collected from 374 respondents through a validated survey instrument measuring satisfaction across four service dimensions: customer service, rewards, innovation, and technology. Results revealed a high overall satisfaction level (M = 3.57), with customer service (M = 3.70) and technology (M = 3.59) rated most favorably. Loyalty intentions were also strong, with respondents highly likely to recommend their banks and avail additional services. ANOVA tests indicated significant differences in satisfaction across age groups and customer tenure, with younger clients (20–25 years old) and newer customers reporting higher satisfaction, particularly in innovation and rewards. Pearson correlation analysis showed that customer service is significantly associated with organizational factors such as rewards (r = 0.549), innovation (r = 0.571), and technology (r = 0.683), suggesting an integrated service experience. The findings underscore the importance of technology-driven, customer-centric strategies and age-sensitive service enhancements. Recommendations include sustained investment in digital infrastructure, personalized rewards, and longitudinal research to validate loyalty behavior.

Keywords: customer satisfaction, loyalty intentions, universal banks, service quality, digital banking, rewards programs, innovation, technology integration