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

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.