International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Factors on Customer Satisfaction among Credit Cooperatives in the City of Mati

Author(s) April Weah Carrielle C. Bongo
Country Philippines
Abstract The study seeks to determine the factors on customer satisfaction among credit cooperatives in the City of Mati. To achieve the objectives of the study, a combination of descriptive and inferential research design was employed to analyze data collected through a structured survey questionnaire. The 302 respondents were selected using a purposive sampling method. The collected data from the survey were analyzed through frequency count, mean, exploratory factor analysis, and ANOVA. Results revealed that the top three loan products mostly availed are government salary loan, private salary loan, and cash advance, while in terms of savings, regular savings ranked as first. The results also determined the level of customer satisfaction, which is high in terms of all the factors that could influence it. The study further determined that the potent factors are professionalism, competency, high emotional intelligence, communication skills, implicit service promises, personal needs, reliability, responsiveness, and past experiences.
Keywords credit cooperatives, customer satisfaction, exploratory factor analysis
Field Business Administration
Published In Volume 6, Issue 3, May-June 2024
Published On 2024-06-23
Cite This Factors on Customer Satisfaction among Credit Cooperatives in the City of Mati - April Weah Carrielle C. Bongo - IJFMR Volume 6, Issue 3, May-June 2024. DOI 10.36948/ijfmr.2024.v06i03.23196
DOI https://doi.org/10.36948/ijfmr.2024.v06i03.23196
Short DOI https://doi.org/gt2439
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