BIBLIOGRAPHY BENTICAN, JONAH LIZA E. APRIL...
BIBLIOGRAPHY
BENTICAN, JONAH LIZA E. APRIL 2010. Satisfaction of Members on the
Services of the Drivers Operators Employees Residents and other Sector Multipurpose
Cooperative. Benguet State University, La Trinidad, Benguet.
Adviser: David Joseph L. Bognadon, MSc.
ABSTRACT
The study was conducted to determine the level of satisfaction of members on the
services of DOERS MPC in Shilan, La Trinidad, Benguet. This was conducted on
December 2009 to March 2010.
Most of the respondents were male and were high school graduates. Most of the
members were drivers and majority of them were member of the cooperative for 2-4
years. The primary reasons why the respondents joined the cooperative are to be able to
have easy access to credit/loan and to help built the cooperative. Majority of the
respondents expected that the cooperative would provide patronage refund on fuel
refilling and they expected that the interest rate of loan is lower compared to the bank.
In terms of financial benefit, many respondents perceived that the greatest benefit
that they get from the cooperative is through loans and also the service of fuel refilling.
Socially, members perceived that they have improved their relationship with other people
especially with their co-members. Economically, they perceived that the benefits are low
interest on loans and patronage refund.
Although some of the respondents did not meet any problem in the availment of
the services, there are many who encountered some problems like: delinquent in paying
loans and some members do not patronize services.
The following are the recommendations: Improve those supplies already existing.
Improved services may mean expanding the range of services offered to members or
improving the delivery of existing services. The steps that should be taken in order to
maintain or expand the life of the cooperative should be found more covertly in the
reasons why members want to join the cooperative; they must see to it that members
should pay their loans on time. To avoid delinquency problem, the officers must strictly
implement the loan policies of the cooperative; Encourage non-members to join through
information campaign drive, this would encourage potential members to join and thereby
increase membership and increase capital which is the lifeblood of the cooperative.
ii
TABLE OF CONTENTS
Page
Bibliography…………………………………………………………….. i
Abstract ………………………………………………………….............
i
Table of Contents …………………………………………………………
iii
INTRODUCTION ………………………………………………………..
1
Rationale of the Study ……………………………………………. 1
Statement of the Problem ………………………………………… 2
Objectives of the Study …………………………………………… 3
Importance of the Study ………………………………………….. 3
Scope and Delimitations ……………………………………………
4
REVIEW OF LITERATURE ……………………………………………. 5
Definition of Cooperative ………………………………………….
5
Cooperative as a Tool for Development …………………………….
6
Objective of Cooperative …………………………………………...
6
Cooperative Principle and Business Characteristics ………………...
7
Members’ Benefits …………………………………………………
8
Members’ Satisfaction………………………………………………. 9
Problems Encountered ……………………………………………… 10
Page
Recommendations to Remedy Problems...…………………………... 11
v
METHODOLOGY ………………………………………………………… 13
Locale and Time of Study ………………………………………….. 13
Respondents of the Study…………………………………………...
13
Research Instrument ……………………………………………….. 13
Data Gathered ……………………………………………………….
13
Data Analysis ……………………………………………………….. 14
RESULTS AND DISCUSSION …………………………………………..
16
Profile of the Respondents ………………………………………… 16
Reasons for Joining ………………………………………………… 18
Expectation of Members ……………………………………………
19
Perceived Benefits from the Services ……………………………… 20
Level of Satisfaction on the Services ……………………………… 23
Problems Encountered by Members ………………………………. 25
Proposed Solutions ………………………………………………… 26
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS …………. 28
Summary …………………………………………………………… 30
Conclusions ………………………………………………………… 30
Recommendations …………………………………………………. 30
INTRODUCTION
Rationale
The establishment of cooperative begins with people who wish to provide
themselves with goods and services they need. As such, the cooperatives should grow in
size, both in membership and economic resources, so that they will be able to provide the
needs of the members.
Customer satisfaction is not only achievable; they are essential to creating the
proper attitude within the company. Unless an organization is prepared to guarantee that
its customers will be satisfied, that organization will not put the policies and procedures
in place, will not empower the employees, will not reinforce the enabling behaviors
needed to make its customer the number one priority as it should.
The Acop-Shilan Jeepney Operators and Drivers Association Multipurpose
Cooperative (ASJODA MPC) was organized in the last quarter of 2001 with twenty five
(25) initial members. Through the cooperation and unity of all the officers and members
who are operators of the jeepney units plying the route of Baguio–Acop–Shilan and vice
versa, the cooperative was registered with the Cooperative Development Authority under
Certificate of Registration No. CEO 1098 on December 11, 2001.
Initially the cooperative is engaged in credit services and eventually expanded as
time passed. At present, aside from its credit operation, the cooperative is accepting
deposits; it is also into fuel refilling station and retailing of auto parts.
Sometime in 2005, the cooperative expanded its membership from operators and
drivers to include other individuals from all walks of life who envisions attaining better
living conditions.
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On March 20, 2007, the name of the cooperative was changed to Drivers
Operators Employees Residents and other Sector Multipurpose Cooperative (DOERS
MPC) per Certificate of Registration of the amendment to the Articles of Cooperation
and by - laws issued by the Cooperative Development Authority (CDA, 1996).
The cooperative envisions to be a progressive, strong and stable cooperative and
in partnership with the community in providing adequate and quality services within the
province of Benguet. Its continuous development is attributed to its mission to address
the financial needs of the members assisting them in the upliftment of their socio-
economic well being towards self-reliance and to provide essential services and business
enterprise to the general public within its area of operation.
This study aimed to determine the level of satisfaction of members on the services
extended by Drivers Operators Employees Residents and other Sector Multipurpose
Cooperative.
Statement of the Problem
1. What are the reasons members join the cooperative?
2. What are the expectations of members from the cooperative services?
3. What are the benefits derived by members from the cooperative?
4. What are the members’ levels of satisfaction on the cooperative services?
5. What are the problems encountered by the cooperative in relation to service
delivery?
6. What are the solutions and recommendations employed to solve the problems?
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Objectives of the Study
This study aimed to assess the level of satisfaction of members from the services
of the cooperative. Specifically, it seeks to:
1. Identify why members joined the cooperative.
2. Determine the expectations of members from the cooperative services.
3. Identify benefits derived by the members from the cooperative.
4. Determine and analyze the members’ levels of satisfaction on the cooperative
services.
5. Identify and analyze problems on service delivery by the cooperative.
6. Come up with solutions and recommendations to address the problems.
Importance of the Study
The researcher conducted this study primarily for the cooperative and its’
members benefit.
The result of the study would provide the leaders and management staff and other
officers the information that will guide them formulate and implement plans for the
improvement of quality service delivery of the cooperative. Through this study, the
researcher would gain deeper knowledge on management aspects of cooperative
especially on quality service delivery which would be relevant for her in the future. This
would also enable the researcher to build up her self-confidence on business
management.
Finally, information gathered in the study would serve as a reference for future
researchers.
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Scope and Delimitations of the Study
This study focused on determining the level of clients’ satisfaction on the services
of Drivers Operators Employees Residents and other Sector Multipurpose Cooperative.
The study looked into the problems encountered in the delivery of services and
corresponding suggestion and recommendations to solve these problems. There are fifty
member-respondents of the study. The respondents were located at the area of Shilan and
Tublay and some also are from some other areas of Benguet. It was conducted from
December 2009 to March 9, 2010.
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REVIEW OF LITERATURE
Definition of Cooperative
A cooperative is an autonomous and duly registered associations of persons with
a common bond of interest who have voluntarily joined together to achieve their social,
economic and cultural needs and aspirations, making equitable contributions to the
capital required, patronizing their products and services and accepting a fair share of the
risks and benefits of the undertaking in accordance with universally accepted cooperative
principles (RA 9520, 2008).
It is also a business enterprise formed by a voluntary association of men and
women, for the purpose of meeting their common needs by mutual cooperative action,
democratically controlled and operated by them and sharing economic benefits on the
basis of participation called patronage. A cooperative must provide services which are
commonly needed by members. One outstanding service of a cooperative is to help
enterprising members to improve their businesses. The cooperative, inherent to its nature
and principles and values provides the maximum benefits to the members.
The word cooperative is rooted from a French word “cooperari”. The word co is
an English word, which means to be with. And the word operari is a Latin word, which
means to operate. Thus, working together to attain a common vision is the underlying
principle of cooperativism. The birth of cooperativism is a form of social response
against extreme and widespread deprivation, hunger and oppression in the 18th and 19th
centuries. It is an alternative to the decadent, profit-driven, acquisitive, and individualistic
system that has favored the concentration of control of capital, farms, industries, and
political power in the hands of the rich minority (Pobihushchy, 2002).
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Cooperative as a Tool for Development
In organizing cooperative, the first consideration is whether or not there is a need
for it. This has to be determined by the organizers. However, since many are poor, it is
more likely there is always a felt need for cooperatives. Cooperatives have been known to
have improved the social and economic conditions of the poor. In affluent communities,
perhaps there is no need for cooperatives. People in such areas have adequate resource to
meet their needs. Besides, it will be quite difficult to get the interest and cooperation of
individuals who are not really concerned with the goals of cooperatives. That is why only
few rich persons are members of cooperatives. They make more money from more
lucrative investments.
The Cooperative Development Authority stated the important role of cooperatives
in the development of the country. A cooperative creates employment on entrepreneurial
opportunities for the country unemployed and marginally employed, affecting broader
base ownership of the access to productive resources reducing wide income gap and
guaranteeing equal and even development (RA 9520, 2008).
Objective of Cooperatives
Cooperatives are formed to address needs by the offer of products and services
within the framework of cooperative development. Therefore, cooperative products and
services must reach beyond the traditional price-to-quality equation. Strategically, the
cooperative must offer products and services of competitive quality, at competitive rates,
along with unique elements of cooperative. The cooperative’s efforts; its entire
legitimacy and survival as a business are condensed into the offer of a distinctive product.
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The cooperative thus becomes important to its members on a business level and to
the community on a developmental level. For members, over and above the direct use
relation, the contribution of cooperatives improves their quality of life in general support
at home, improved neighborhood services, etc.(Gutknecht, 2005).
An investor-owned enterprise exists to maximize the return on the capital invested
in the business. Cooperatives are institutional aids in increasing the income and
productivity of the people, generating employment and equitable distribution of wealth
generated. But cooperative are not solely concerned with dividends and financial return.
They are primarily concerned with betterment and advancement of the people.
The primary objective of the cooperative is to provide goods and services to the
members and thus enable them to attain increased income and savings, investment,
productivity and purchasing power and promote among them equitable distribution of net
surplus through maximum utilization of economies of scale, costs sharing and risks
sharing, without however conducting the affairs of the cooperative for charitable
purposes (Abasolo et al., 1996).
Cooperative Principle and
Business Characteristics
Cooperative is user owned and controlled business in which benefits are
distributed according to a member’s use of it. Cooperatives exist not to generate profit for
themselves or outside investors, as do other businesses, but rather to provide goods and
services at competitive prices (Anonymous, 2001).
a. The user owner principle means the people who use the cooperative own and
finance the business. Member’s purchasing stocks and membership fees finance
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cooperatives. In some cooperatives, members reinvest their earnings to capitalize the
business.
b. User control principle means that costumers being members are also
responsible for selecting the members of the Board of Directors. As representatives of the
members, directors are responsible for setting policy and providing oversight on all the
cooperatives business practices.
c. User-benefits principle provides that the cooperative’s primary purpose is to
distribute benefits to members. Distribution of these benefits is based on members’ use of
the cooperative, not on the amount of capital they have invested.
Members’ Benefits
Patronage refund should be distributed to members in proportion to the services of
the cooperative. The computation of patronage refund should be in accordance with the
cooperative policies and by-laws under Republic Act 9520. Through patronage refund,
members are actually saving while using the services of the cooperative (CDA, 1996).
In a cooperative, members will seek providers who serve them best. In order to
maintain members’ loyalty in the cooperative, it should provide what members need at
the time they need it. It should offer prompt credit at low interest loans to keep existing
members to attract new ones. Cooperative members will derive several benefits from the
operation of their cooperatives. The main benefit is economic since members get share of
the cooperatives net surplus is annually returned to the members, called the patronage
refund (Leung, 1993).
According to Cooperative Development Authority (1996), other benefits derived
from cooperatives are:
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a. Members develop the habit of thrift and saving.
b. Cooperative serves as the training for its members in simple business operation,
and democratic leadership.
c. It offers opportunities to its members’ benefits and progress, purposes that may
redound to their material benefits and progress.
d. A cooperative teaches its members and make every member a better individual
and a better member of the society.
A cooperative can contribute to the economic, social, political, and spiritual
growth of the people. Economically, cooperative can supply viable alternatives for
economic prosperity of its members. Socially, a cooperative has an extremely important
role to play. It provides a venue to bond people together and work for the promotion of a
just and humane society. Politically, a cooperative must be active to any political
involvement. By political involvement, we mean that members collectively raise their
voice in a quest for peace and justice. Cooperatives must be leaders in this advocacy.
Finally, a cooperative promotes spiritual growth to its members. Spiritual growth is
achieved by a concrete manifestation of Christ’s love among its members. Cooperative
members must be living witnesses to work in fostering mutual respect and love among
themselves so that love, justice, and solidarity would prosper (Pobihushchy, 2002).
Members’ Satisfaction
The reason customer satisfaction is so important is because of its impact to the
bottom line. As Goldman (2000) points out, it leads to repeat business and customers
enjoying good quality and service enough to return time and time again. Their loyalty
will result in additional spending, increased market-share through word-of-mouth
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promotion, improved reputation, and increased profits. Since satisfied customers are
more likely to pay their invoices on time, cash flow can be affected as well. Customer
satisfaction guarantees are not only achievable; they are essential to creating the proper
attitude within a company. Unless an organization is prepared to guarantee that its
customers will be satisfied, that organization will not put the policies and procedures in
place, will not empower the employees, will not reinforce the enabling behaviors needed
to make its customer the number one priority as it should.
Problems Encountered
Wacay (2003) stated that the cooperative managers were responsible in managing
the business of the cooperative but still there were some cooperatives that the Board of
Directors and Chairman of the Board were allowed to manage the cooperative business.
The primary problems in the cooperative are the lack of training and seminars for the
members, officers and management staff which affect the performance on their duties and
responsibilities.
As stated by Wacay (2003), one problem of the cooperative development is the
lack of qualifications. This shortage of adequate trained staff is acute in the field of
management emergency action as required in order for cooperative to apply their role as
efficient instrument. Cooperative needs technically well trained managers and executives.
They must have some ideas regarding the operation on the services of the cooperative.
They must utilize their efforts and time to discover the best ways to serve members.
Usually a need for a cooperative arises if existing business organizations in the
community are inefficient and abusive. Conditions such as high interest rates, poor
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quality of goods and services, high prices, financial, production and marketing problems
encourage the organization of cooperatives.
Likewise, Dennis (1997) pointed out in his research the following problems
encountered by cooperatives as perceived by officers and members. Lack of proper and
continuing education for members in the aspect of how a cooperative really operates, and
the benefits gained are the prominent problem in cooperatives. Another problem is the
poor attendance in trainings and seminars due to lack of time of members, or members
receive the communication late and some members are uninterested. Being with good
organization therefore, the cooperative must do something to avoid the recurrences.
Recommendations to Remedy Problems
Lumbag (2000) stated that cooperatives grow continuously when the education
committee plan and carry all these plans for the cooperative especially in the recruitment
of new members. The new members should really be required to undergo pre-
membership seminars. With this continuing activity, members are kept informed and that
they can involve themselves in all activities of the cooperatives.
Members must be given notice in advance in order to attend the trainings and
seminars. Attendance to education and information activities must be one of the
qualifications in attaining the services of the cooperatives. Regular meetings to update
members especially on the policies and guidelines should be conducted.
The cooperative must utilize their time and efforts to discover the best ways to
serve their members by studying the needs and problems and thereby to research and
provide effective solutions. The Board of Directors and management staffs must
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understand the idea of cooperation that they would adopt in an unselfish attitude against
the members.
A cooperative has to be dynamic in order to be able to meet effectively the
changing needs and problems of its members and the community. It has to expand and
diversify its business operations. A business organization which can easily serve the
needs of the people for a brief and limited period is not desirable.
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METHODOLOGY
Locale and Time of Study
This study was conducted with the Drivers Operators Employees Residents and
other Sector Multipurpose Cooperative (DOERS MPC), which is located in Km. 12, Tili,
Shilan, La Trinidad, Benguet. This study was conducted on December 2009 to March 9,
2010.
Respondents of the Study
The respondents of the study were the members and officers of the Drivers
Operators Employees Residents and other Sector Multipurpose Cooperative. From the
members of the cooperative, the researcher selected fifty respondents by using simple
random sampling based on their membership listing. From the list of the names of the
members, the researcher picked her respondents through raffle.
Research Instrument
A guide questionnaire was prepared and used to gather necessary information.
The questionnaires were pre-tested first before it was used as a guide during the
interview. The researcher had personally interviewed the respondents to validate their
answers to questionnaires and deepen understanding on their responses.
Data Gathered
In order to answer the objectives of the study the following data were collected:
demographic profile of the respondents, reasons of the respondents in joining the
cooperative, their expectations from the cooperative, the level of fulfillment of their
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expectations, the features of the financial services that are liked most by the respondents,
and the level of satisfaction of the respondents from the different services of the
cooperative.
Data Analysis
Statistical tools were used in the analysis of the data. For the first three
specific problems involving the reasons; expectations; and features of the services of
DOERS MPC, Results were subjected to computations such as frequency counts,
percentage, weighted means and ranking. Frequency tables were constructed and
percentages were arrived at using the formula:
P (%) = f x 100%
n
Where f = frequency in each category or cell
n = total number of respondents
For the last specific problem which is on the perceived level of satisfaction of the
members of DOERS MPC, the weighted means were computed.
To compute for the weighted means (WM), the following formula was utilized:
WM = ∑(W f +W f +W f +W f +W f )
1 1
2 2
3 3
4 4
5 5
n
where W , W , W , and W are the respective weights (rating); f , f , f , and f are the
1
2
3
4
1
2
3
4
respective frequencies per question/ indicator; n is the total number of respondents.
The following norm of interpretation was used to quantify the responses of the
members on their perceived level of satisfaction with respect to the services offered by
the cooperative:
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Scale
Description
Statistical Limit
1
Not Satisfied
1.00 - 1.74
2
Slightly Satisfied
1.75 - 2.49
3
Moderately Satisfied
2.50 - 3.24
4
Very Much Satisfied
3.25 - 4.0
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RESULTS AND DISCUSSION
This section presents the data and information that have been gathered by the
researcher related to the study. Also presented are the analyses and interpretations of the
collected data. This study aimed to determine the level of satisfaction of the members
from the services offered by the Drivers Operators Employees Residents and other Sector
Multipurpose Cooperative (DOERS MPC) in Shilan, La Trinidad, Benguet.
Demographic Profile of Respondents
Table 1 present the demographic profile of respondents. This consisted of their
sex, educational attainment, occupation, and number of years of membership.
Sex. The finding shows that the respondents were largely male. Thirty (60%)
were male while 20 (40%) were female.
Educational attainment. Many 19 (38%) of the respondent had finished secondary.
14 (28%) had finished college degree, 9 (18%) finished vocational course and 8 (16%)
finished elementary school.
Occupation. The different occupation of the respondents were self-employed,
government/cooperative employee, farming, driving, and business man/woman. 17 (34%)
of the respondents reported that they were drivers, 15 (30%) were farmers, 7 (14%) were
self-employed, 6 (12%) were government/coop employee, and 5 (10%) were business
man/woman.
Number of years of membership. 26 (52%) of the respondents being member
within 2-4 years followed by 16 (32%) being members for more than 4 years and 8 (16%)
being members for less than two years.
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Table 1. Profile of respondents
PARTICULARS
FREQUENCY
PERCENTAGE
Sex
Male
30
60
Female
20
40
TOTAL
50
100
Educational Attainment
Elementary
8
16
Secondary
19
38
University/College
14
28
Vocational
9
18
TOTAL
50
100
Occupation
Government/Cooperative Employee
6
12
Farmer
15
30
Driver
17
34
Self-employed
7
14
Business man/woman
5
10
TOTAL
50
100
No. of Years as Member of the
Cooperative
Less than 2 years
8
16
2-4 years
26
52
More than 4 years
16
32
TOTAL
50
100
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Reasons for Joining
Table 2 shows the reasons of the members in joining the DOERS MPC. Based on
the data collected, the three leading reasons are as follows: a) to have easy access to
credit/loan. Having been interviewed some members, they believe it is easier to borrow
from a cooperative than a bank or any other financial institution since a member is a part-
owner of the cooperative. b) To help build the cooperative. The respondents said that they
want their cooperative to grow up and be successful. Through joining and patronizing the
services of the cooperative, the members are helping the cooperative; and c) to have easy
access to savings/time deposit. The members feel a greater sense of ownership, so they
feel more comfortable with the cooperative and have easier access to savings and time
deposits.
Moreover, some of the members joined the cooperative in order to be able to gain
knowledge and skills through trainings/seminars on financial management. Through these
trainings/seminars, the members would gain knowledge on how to manage their income,
how to budget wisely, how to borrow and use finances wisely. The other reason for
joining is to contribute knowledge to the cooperative. Sense of leadership is enhanced
and there is an opportunity to share one’s knowledge and skill in the cooperative; and the
other reason is some also were just encouraged by friends/ relatives to join.
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Table 2. Reasons for joining
REASONS
FREQUENCY
PERCENTAGE
To have easy access to credit/loan
44
88
To have easy access to savings/ time
deposit
32
64
To contribute knowledge to the cooperative
17
34
Encouragement by friends/relatives
8
16
To gain knowledge and skills through
trainings/seminars
26
52
To help built the cooperative
43
86
*Multiple responses
Expectation of Members in all
The Cooperative Services
Table 3 shows the expectations of the members. From the cooperative most of the
members joined because they expected that the cooperative will give patronage refund on
fuel refilling; that the interest rate of loans is lower compared to the banks; and that they
can avail of the fuel and goods at affordable prices.
Furthermore, some members expect that the cooperative would be a source of
money during emergency and to purchase some commodities when needed and that it
helps improve household living. The cooperative extends loans and patronage refund that
can be used to start a small- scale business, thus it is expected that the household living of
the member will improve provided that the business is wisely managed.
It is common that a cooperative extends loans and credit needs to the members so
they expect that they will be able to avail of this benefit when they become members of
the cooperative.
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Table 3. Expectation of members in all the cooperative services
EXPECTATIONS
FREQUENCY
PERCENTAGE
Provides patronage refund on fuel
refilling
27
54
Affordable price
17
34
Source of money during emergency
14
28
Helps improve household living
6
12
Interest rate of loan is lower
18
36
Source of money to purchase basic
commodities
7
14
High quality of products
3
6
*Multiple responses
Perceived Benefits from the Services and
How services helped them
Table 4 and 5 shows the benefits derived from the cooperative. Based on the
survey, the members perceive that the greatest benefit they get from the cooperative is
acquiring loans. Also a big help to the members are the fuel refilling station, the
savings/time deposit and the auto supplies.
With regard to economic benefits, the members perceive that the greatest benefits
are low interest rates on loans, and patronage refund. The computation of patronage
refund should be in accordance with the cooperative policies and by-laws.
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Table 4. Perceived benefits derived from the services
A. GENERAL BENEFIT
FREQUENCY
PERCENTAGE
Savings/time deposit
35
70
Credit/loan
45
90
Fuel refilling station
42
84
Mutual/aid assistance
3
6
Auto supply
33
66
B. SOCIAL BENEFITS
FREQUENCY
PERCENTAGE
Development of leadership qualities
12
24
Improvement on social dealing
37
74
No response
9
18
C. ECONOMIC BENEFITS
FREQUENCY
PERCENTAGE
High interest on savings/time deposit
14
28
Low interest on loan/credit
45
90
Patronage refund
44
88
Source of capital for livelihood
8
16
Source of money for children education
6
12
Mutual aid/assistance
3
6
Restructuring of loan
13
26
Interest on share capital
35
70
Source of money for emergency
33
66
*Multiple responses
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Table 5. How services helped them
PARTICULARS
FREQUENCY
PERCENTAGE
Was able to expand/increase businesses
15
30
Was able to send children to school
8
16
Was able to improve house
14
28
Was able to buy appliances
20
40
Was able to buy house and/or lot
0
0
Was able to buy car
0
0
Was able to purchase commodities
42
84
*Multiple responses
Through patronage refund, members are actually saving while using the services
of the cooperative. Following these benefits (according to rank) is interest on share
capital. The cooperative has also been a source of cash during emergency needs; high
interest on savings/time deposit; loans can also be restructured to help the borrower
alleviate payment schedule. The cooperative is also a source of money to purchase basic
commodities; it helped them to expand business or increase their business; some also said
that the services of the cooperative helped them improve their house.
In order to maintain members’ loyalty in the cooperative, it should provide what
members need at the time they need it. It should offer prompt credit at low interest loans
to keep existing members to attract new ones.
As to social benefits, the members perceive that they have improved in their
relationship with other people especially with other members of the community.
Furthermore, they feel that they can develop their leadership qualities as they go
with the other members of the cooperative.
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Socially, a cooperative has an extremely important role to play. It provides a
venue to bond people together and work for the promotion of a just and humane society.
It teaches its members and makes every member a better individual and a better member
of the society.
Level of Satisfaction on the
Services of DOERS MPC
Table 6 shows the perceived level of satisfaction of the members on the services
of the DOERS MPC. Based on the gathered data and information, the members are very
much satisfied with the credit and loan facility of the cooperative. The members consider
great help that they have the cooperative to run to when they need cash; the interest rates
are reasonable and the loan facility is perceived by the members to be prompt and always
available when needed. The members who were interviewed asserted that acquiring a
loan/credit from the cooperative is faster and has a lower interest rate than lending
institutions. They are also very much satisfied with the cost, quality and availability of
fuel and as well as on the services of auto supply. During the interview, the respondents
mentioned that the price of fuel and auto supply is affordable as compared to other fuel
refilling stations, always available and has a high quality.
The members are moderately satisfied with the interest rate, promptness and
availability of savings/time deposits.
This implies that most of the members have already availed of these services and
benefits and thus, they expressed their satisfaction regarding these services and benefits.
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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Since satisfied customers are more likely to pay their invoices on time, cash flow
can be affected as well. Customer satisfaction guarantees are not only achievable; they
are essential to creating the proper attitude within a company.
Table 6. Level of Satisfaction on the Services
SERVICES
MEAN
DESCRIPTION
Savings/time deposit
Interest rate
2.78
MS
Promptness
2.92
MS
Availability
3.02
MS
Average
2.91
MS
Credit/loan
Interest rate
3.76
VMS
Promptness
3.72
VMS
Availability
3.78
VMS
Average
3.75
VMS
Fuel refilling station
Cost
3.86
VMS
Quality
3.86
VMS
Availability
3.92
VMS
Average
3.88
VMS
Auto supply
Cost
3.44
VMS
Quality
3.28
VMS
Availability
3.25
VMS
Average
3.32
VMS
Legend: 1.00-1.74- not satisfied
2.50-3.24- moderately satisfied
1.75-2.49- slightly satisfied
3.25-4.0 - very much satisfied
When asked to rate and rank the various services of the cooperative, the members
ranked fuel as the leading service of the cooperative, followed by the credit/ loan facility;
and the auto supply.
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Table 7. More Preferred Services
SERVICES
MEAN
RANK
Fuel refilling
1.22
1
Credit/loan
1.32
2
Auto supply
1.82
3
Savings/time deposit
2.20
4
Problems Encountered by Members of DOERS MPC
Like in any organization, the members of the DOERS MPC also experience some
problems. Table 8 shows the problems in the cooperative. The greatest problems are
delinquency in loan repayment and non-patronage of the cooperative’s services. Some
members fail to pay their amortizations in time and thus accumulate and acquire
penalties/surcharges.
The cooperative also has limited capital to acquire additional goods and services
required by the members. It is also observed by members that some products are of low
quality which is the reason why members rather purchase somewhere else than in their
cooperative.
Usually, a need for a cooperative arises if existing business organizations in the
community are inefficient and abusive. Conditions such as high interest rates, poor
quality of goods and services, high prices, financial, and production problems encourage
the organization of cooperatives. Being with the organization therefore, the cooperative
must do something to avoid the recurrences. Officers and as well as members should
work hand in hand, they should see to it that they are doing their responsibilities for the
improvement of the service delivery of the cooperative.
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Table 8. Problems encountered by members
PROBLEMS
FREQUENCY
PERCENTAGE
Delinquent in paying loans
33
66
Some members do not patronage
services
31
62
Lack of funds to meet loan requirements
1
2
Limited capital to meet goods required by
members
12
24
Low quality of products
4
8
High interest on credit/loan services
0
0
*Multiple responses
Proposed Solutions
Based on identified problems, the respondents proposed the following solutions:
1) borrowers should pay their dues on time, members should pay their amortizations in
time to avoid penalties or surcharges; paying dues on time is a good indicator of well
managed resources and good budgeting skill. Paying on time also provides liquid cash to
other borrowers. To avoid this delinquency problem, officers must see to it that they
should strictly implement its loan policies. 2) Members should participate more often in
the activities of the cooperative from planning to management; this will foster
camaraderie and cooperation among them. 3) It is also suggested that the BODs and the
leaders strictly implement its loan policies.
Other solutions suggested by the respondents are: the cooperative should further
improve/ strengthen services, it has to expand and diversify its operations, it must have a
good feasible plans for expansions; regular seminar/meetings should be conducted to
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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update members especially on the policies and guidelines; and encourage non-members
to join through information campaign drive, this would encourage potential members to
join and thereby increase membership and increase capital which is the lifeblood of the
cooperative.
The cooperative must utilize their time and efforts to discover the best ways to
serve their members by studying the needs and problems and thereby to research and
provide effective solutions. A cooperative has to be dynamic in order to be able to meet
effectively the changing needs and problems of its members and the community.
Table 9. Proposed Solutions
SOLUTIONS
FREQUENCY
PERCENTAGE
Members should pay loans on time
25
50
Cooperative should further improve
services
10
20
Strictly implement its loan policies
21
42
Encourage members to join
4
8
Officers/staff serve as model to
members
3
6
Regular seminars/meeting should be
conducted
7
14
Members should participate in all
activities of the cooperative
22
44
*Multiple responses
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
Summary
This study was conducted mainly to determine the level of satisfaction of
members extended by DOERS MPC, the study aimed to determine the reasons why
members joined the cooperative; determine the expectations of members from the
cooperative services in terms of cost, quality and rates of interest. Determine benefits
derived by members, and to identify problems encountered by the cooperative and
solutions or recommendations to solve the problems.
There were 50 respondents that the researcher had interviewed. A survey
questionnaire was used as a guide questionnaire to gather relevant data and information.
The data gathered was tabulated, summarized, analyzed and presented using descriptive
analysis like frequency counts, percentage and weighted mean.
Most of the respondents were male and were high school graduates. Most of the
members were drivers and majority of them were member of the cooperative for 2-4
years.
The primary reasons why the respondents joined the cooperative are to be able to
have easy access to credit/loan. Second reason is to help built the cooperative. The third
reason is to have easy access to savings/time deposits. Fourth is to gain knowledge and
skills on cooperative through seminars and trainings. Through these, members gain
knowledge on how to manage their income, and use borrowed finances wisely. The other
reasons for joining are to contribute knowledge to the cooperative and others were just
encouraged by their friends or relatives.
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Majority of the respondents expected that the cooperative would provide
patronage refund on fuel refilling. Second, the respondents expected that the interest rate
of loan is lower compared to the bank. Third, they expected that the cooperative provide
services that are affordable in price. Other expected that the cooperative would be a
source of cash during emergency.
As to financial benefit, many respondents perceived that the greatest benefit that
they get from the cooperative is through loans and the service of fuel refilling. Socially,
members perceived that they have improved their relationship with other people
especially with their co-members. Economically, they perceived that the benefits are low
interest on loans and patronage refund.
On the services availed by the respondents, they perceived that they were very
much satisfied with the services offered by the cooperative. The members are very much
satisfied with the credit/loan. It is faster and has a lower interest rate than the lending
institutions. Members also expressed very much satisfaction in fuel refilling and the auto
supply. They were also much satisfied in savings/time deposit thus; they expressed their
satisfaction regarding these services and benefits.
It is shown that the respondents like most the service of the fuel refilling. This is
because the cooperative gives patronage refund depending on the amount of fuel that they
consumed at the end of the year. The second most desired service is the credit/loan.
Although some of the respondents did not meet any problem in the availment of
the services, there are many who encountered some problems like: delinquent in paying
loans and some members do not patronize services.
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Conclusions
Based on the forgoing findings, the following conclusions were drawn:
1. Few males are member respondents of the cooperative.
2. Majority of the respondents joined the cooperative mainly to have easy access
to credit/loan services and to help built the cooperative.
4. Most of the respondents perceived that they were very much satisfied on the
services of the cooperative.
5. Many respondents reported that the greatest problem is the delinquency in loan
repayment.
Recommendations
1. Improve those supplies already existing. Improved services may mean
expanding the range of services offered to members or improving the delivery of existing
services. The steps that should be taken in order to maintain or expand the life of the
cooperative should be found more covertly in the reasons why members want to join the
cooperative.
2. They must see to it that members should pay their loans on time. To avoid
delinquency problem, the officers must strictly implement the loan policies of the
cooperative.
3. Encourage non-members to join through information campaign drive, this
would encourage potential members to join and thereby increase membership and
increase capital which is the lifeblood of the cooperative.
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
Sector Multipurpose Cooperative /Jonah Liza A. Bentican. 2010
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LITERATURE CITED
ABASOLO, P. A., A. V. RUIZ Ma. and F. B. BERTOL. 1996. Cooperatives in the
Philippines: History, Organization and Management. GIC Enterprises and Co.,
Inc., Manila, Philippines.
ANONYMOUS, 2001. Cooperative Principle and Business Characteristics. Retrieved
September 19, 2009 from http://www.ucdavis.edu/index.html.
CDA 1996. Cooperative Development Authority. Retrieved September 22, 2009 from
http://www.cda.gov.ph/coops.asp
DENNIS, R. B. 1997. Organization and management of cooperatives in the municipality
of La Trinidad, Benguet. MS. Thesis. Benguet State University, La Trinidad,
Benguet.
GOLDMAN, D. 2000. Improving member satisfaction. Retrieved September 25, 2009
from http://goliath.ecnext.com/html.
GUTKNECHT, D. 2005. Model for cooperatives. Retrieved December 18, 2009 from
http://www.cooperativegrocer.coop/articles/index.
LEUNG, C. 1993. Development diary: Return to Cooperatives. Manila, Philippines.
LUMBAG, P. D. 2000. Education committee training programs and practices of credit
cooperatives in Baguio City. MS Thesis. Benguet State University, La
Trinidad, Benguet.
POBIHUSHCHY 2002. Cooperative power: Changing lives. Retrieved October 21, 2009
from sidpob@nbnet.nb.ca
REPUBLIC ACT 9520, 2008. Cooperative Code of the Philippines.
WACAY, J. C. 2003. Profile of cooperative managers of La Trinidad, Benguet. BS
Thesis. Benguet State University, La Trinidad, Benguet.
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
Sector Multipurpose Cooperative /Jonah Liza A. Bentican. 2010
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APPENDIX A
Survey Questionnaire
(For members)
A. PROFILE OF RESPONDENTS
1. Name (optional): ________________________________
Sex: ___
1. Educational attainment: (please check)
Age: ___
___elementary
___college
___high school
___vocational course
2. Occupation: __________________________________
3. Main source of income: ____________________________
4. Number of years being a member of the cooperative: _________
B. REASONS
1. Why did you join the cooperative?
___to have easy access to credit/ loans
___to have easy access to savings/time deposit
___to contribute knowledge and skills in the cooperative
___Encouragement by friends/relatives
___to gain knowledge and skills through trainings and seminars
___to help build the cooperative
___Others (specify) ______________________________________
C. BENEFITS DERIVED
1. What are the services of the cooperative that you have availed?
___savings/time deposit
___credit/loan
___fuel refilling station
___mutual aid/assistance
___auto supply
___others (specify) ___________________________
2. What are the benefits you derived from the cooperative?
a.) As to social benefits
___development of leadership qualities
___improvement on social dealing (overcome shyness)
___others (specify) ______________________________
b.) As to economic benefits
___high interest on savings/time deposit
___low interest on loan/credit services compared to the bank
___ patronage refund
___source of capital for livelihood
___source of money for children education
___mutual aid program/assistance
___restructuring of loan
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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___interest on share capital
___source of money for emergency
___others (specify) ______________________________
3. How did the services of the cooperative help you?
___was able to increase or expand your business
___was able to send your children to school
___was able to improve your house
___was able to buy appliances
___was able to buy house and/or lot
___was able to buy a car
___was able to purchase basic commodities
___others (specify) ____________________________________
4. Are you satisfied with the services of the cooperative?
___yes
___no
If no, what should you suggest to improve for the better services of the cooperative?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
If yes, how do you rate your level of satisfaction on the services of the Cooperative?
FINANCIAL
Not
Slightly
Much
Very much
SERVICES
satisfied
satisfied
satisfied
satisfied
Savings/time deposit
§ Interest rate
§ Promptness
§ Availability
Credit/loan
§ Interest rate
§ Promptness
§ Availability
Fuel refilling station
§ Cost
§ Quality
§ Availability
Auto supply
§ Cost
§ Quality
§ Availability
5. What services do you like most? (Please rank from 1-5)
· Rank 1: Mostly Like Rank2: Moderately Like
Rank 3: Neutral Rank 4: Dislike
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SERVICES
Savings/time deposit
Credit/loan
Fuel refilling station
Auto supply
a. Why you like most that service? ___________________________________________
________________________________________________________________________
________________________________________________________________________
b. Why you dislike that service? _____________________________________________
________________________________________________________________________
________________________________________________________________________
6. Problems encountered by the cooperative in relation to service delivery.
___delinquent in paying loans
___some members do not patronize services of the cooperative
___lack of funds to meet the loan requirement of members
___limited capital to meet the goods required by members
___low quality of products
___high interest on credit/loan services
___others (specify) __________________________________________
7. What solutions or recommendations should you suggest to solve the problems
of the cooperative?
a. ________________________________________________________________
b. ________________________________________________________________
c. ________________________________________________________________
d. ________________________________________________________________
e. ________________________________________________________________
THANK YOU VERY MUCH!!!!!!!!!
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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APPENDIX B
Letter to the respondents
Republic of the Philippines
Benguet State University
La Trinidad, Benguet
Department of Agriculture Economics and
Agribusiness Department
January 10, 2010
Dear Sir/Madam:
Greetings!
I am Jonah Liza E. Bentican, a fourth year student of Benguet State University,
taking up Bachelor of Science in Agribusiness major in Cooperative Management.
Presently, I am conducting my undergraduate thesis entitled: “Satisfaction of members on
the services of the Drivers Operators Employees Residents and other Sector Multipurpose
Cooperative” as partial requirement for graduation.
In this connection, may I request a part of your time to answer the attached
questionnaire. Your kind assistance will enable me to complete all the requirements in
due time. Please give your honest answer for the success of this research. Rest assured
that all the information you provide will be treated with utmost confidentiality.
Thank you very much for your cooperation and God Bless!!!!
Respectfully yours,
JONAH LIZA E. BENTICAN
Researcher
Noted By:
DAVID JOSEPH BOGNADON
Adviser
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
Sector Multipurpose Cooperative /Jonah Liza A. Bentican. 2010
BENTICAN, JONAH LIZA E. APRIL 2010. Satisfaction of Members on the
Services of the Drivers Operators Employees Residents and other Sector Multipurpose
Cooperative. Benguet State University, La Trinidad, Benguet.
Adviser: David Joseph L. Bognadon, MSc.
ABSTRACT
The study was conducted to determine the level of satisfaction of members on the
services of DOERS MPC in Shilan, La Trinidad, Benguet. This was conducted on
December 2009 to March 2010.
Most of the respondents were male and were high school graduates. Most of the
members were drivers and majority of them were member of the cooperative for 2-4
years. The primary reasons why the respondents joined the cooperative are to be able to
have easy access to credit/loan and to help built the cooperative. Majority of the
respondents expected that the cooperative would provide patronage refund on fuel
refilling and they expected that the interest rate of loan is lower compared to the bank.
In terms of financial benefit, many respondents perceived that the greatest benefit
that they get from the cooperative is through loans and also the service of fuel refilling.
Socially, members perceived that they have improved their relationship with other people
especially with their co-members. Economically, they perceived that the benefits are low
interest on loans and patronage refund.
Although some of the respondents did not meet any problem in the availment of
the services, there are many who encountered some problems like: delinquent in paying
loans and some members do not patronize services.
The following are the recommendations: Improve those supplies already existing.
Improved services may mean expanding the range of services offered to members or
improving the delivery of existing services. The steps that should be taken in order to
maintain or expand the life of the cooperative should be found more covertly in the
reasons why members want to join the cooperative; they must see to it that members
should pay their loans on time. To avoid delinquency problem, the officers must strictly
implement the loan policies of the cooperative; Encourage non-members to join through
information campaign drive, this would encourage potential members to join and thereby
increase membership and increase capital which is the lifeblood of the cooperative.
ii
TABLE OF CONTENTS
Page
Bibliography…………………………………………………………….. i
Abstract ………………………………………………………….............
i
Table of Contents …………………………………………………………
iii
INTRODUCTION ………………………………………………………..
1
Rationale of the Study ……………………………………………. 1
Statement of the Problem ………………………………………… 2
Objectives of the Study …………………………………………… 3
Importance of the Study ………………………………………….. 3
Scope and Delimitations ……………………………………………
4
REVIEW OF LITERATURE ……………………………………………. 5
Definition of Cooperative ………………………………………….
5
Cooperative as a Tool for Development …………………………….
6
Objective of Cooperative …………………………………………...
6
Cooperative Principle and Business Characteristics ………………...
7
Members’ Benefits …………………………………………………
8
Members’ Satisfaction………………………………………………. 9
Problems Encountered ……………………………………………… 10
Page
Recommendations to Remedy Problems...…………………………... 11
v
METHODOLOGY ………………………………………………………… 13
Locale and Time of Study ………………………………………….. 13
Respondents of the Study…………………………………………...
13
Research Instrument ……………………………………………….. 13
Data Gathered ……………………………………………………….
13
Data Analysis ……………………………………………………….. 14
RESULTS AND DISCUSSION …………………………………………..
16
Profile of the Respondents ………………………………………… 16
Reasons for Joining ………………………………………………… 18
Expectation of Members ……………………………………………
19
Perceived Benefits from the Services ……………………………… 20
Level of Satisfaction on the Services ……………………………… 23
Problems Encountered by Members ………………………………. 25
Proposed Solutions ………………………………………………… 26
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS …………. 28
Summary …………………………………………………………… 30
Conclusions ………………………………………………………… 30
Recommendations …………………………………………………. 30
INTRODUCTION
Rationale
The establishment of cooperative begins with people who wish to provide
themselves with goods and services they need. As such, the cooperatives should grow in
size, both in membership and economic resources, so that they will be able to provide the
needs of the members.
Customer satisfaction is not only achievable; they are essential to creating the
proper attitude within the company. Unless an organization is prepared to guarantee that
its customers will be satisfied, that organization will not put the policies and procedures
in place, will not empower the employees, will not reinforce the enabling behaviors
needed to make its customer the number one priority as it should.
The Acop-Shilan Jeepney Operators and Drivers Association Multipurpose
Cooperative (ASJODA MPC) was organized in the last quarter of 2001 with twenty five
(25) initial members. Through the cooperation and unity of all the officers and members
who are operators of the jeepney units plying the route of Baguio–Acop–Shilan and vice
versa, the cooperative was registered with the Cooperative Development Authority under
Certificate of Registration No. CEO 1098 on December 11, 2001.
Initially the cooperative is engaged in credit services and eventually expanded as
time passed. At present, aside from its credit operation, the cooperative is accepting
deposits; it is also into fuel refilling station and retailing of auto parts.
Sometime in 2005, the cooperative expanded its membership from operators and
drivers to include other individuals from all walks of life who envisions attaining better
living conditions.
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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On March 20, 2007, the name of the cooperative was changed to Drivers
Operators Employees Residents and other Sector Multipurpose Cooperative (DOERS
MPC) per Certificate of Registration of the amendment to the Articles of Cooperation
and by - laws issued by the Cooperative Development Authority (CDA, 1996).
The cooperative envisions to be a progressive, strong and stable cooperative and
in partnership with the community in providing adequate and quality services within the
province of Benguet. Its continuous development is attributed to its mission to address
the financial needs of the members assisting them in the upliftment of their socio-
economic well being towards self-reliance and to provide essential services and business
enterprise to the general public within its area of operation.
This study aimed to determine the level of satisfaction of members on the services
extended by Drivers Operators Employees Residents and other Sector Multipurpose
Cooperative.
Statement of the Problem
1. What are the reasons members join the cooperative?
2. What are the expectations of members from the cooperative services?
3. What are the benefits derived by members from the cooperative?
4. What are the members’ levels of satisfaction on the cooperative services?
5. What are the problems encountered by the cooperative in relation to service
delivery?
6. What are the solutions and recommendations employed to solve the problems?
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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Objectives of the Study
This study aimed to assess the level of satisfaction of members from the services
of the cooperative. Specifically, it seeks to:
1. Identify why members joined the cooperative.
2. Determine the expectations of members from the cooperative services.
3. Identify benefits derived by the members from the cooperative.
4. Determine and analyze the members’ levels of satisfaction on the cooperative
services.
5. Identify and analyze problems on service delivery by the cooperative.
6. Come up with solutions and recommendations to address the problems.
Importance of the Study
The researcher conducted this study primarily for the cooperative and its’
members benefit.
The result of the study would provide the leaders and management staff and other
officers the information that will guide them formulate and implement plans for the
improvement of quality service delivery of the cooperative. Through this study, the
researcher would gain deeper knowledge on management aspects of cooperative
especially on quality service delivery which would be relevant for her in the future. This
would also enable the researcher to build up her self-confidence on business
management.
Finally, information gathered in the study would serve as a reference for future
researchers.
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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Scope and Delimitations of the Study
This study focused on determining the level of clients’ satisfaction on the services
of Drivers Operators Employees Residents and other Sector Multipurpose Cooperative.
The study looked into the problems encountered in the delivery of services and
corresponding suggestion and recommendations to solve these problems. There are fifty
member-respondents of the study. The respondents were located at the area of Shilan and
Tublay and some also are from some other areas of Benguet. It was conducted from
December 2009 to March 9, 2010.
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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REVIEW OF LITERATURE
Definition of Cooperative
A cooperative is an autonomous and duly registered associations of persons with
a common bond of interest who have voluntarily joined together to achieve their social,
economic and cultural needs and aspirations, making equitable contributions to the
capital required, patronizing their products and services and accepting a fair share of the
risks and benefits of the undertaking in accordance with universally accepted cooperative
principles (RA 9520, 2008).
It is also a business enterprise formed by a voluntary association of men and
women, for the purpose of meeting their common needs by mutual cooperative action,
democratically controlled and operated by them and sharing economic benefits on the
basis of participation called patronage. A cooperative must provide services which are
commonly needed by members. One outstanding service of a cooperative is to help
enterprising members to improve their businesses. The cooperative, inherent to its nature
and principles and values provides the maximum benefits to the members.
The word cooperative is rooted from a French word “cooperari”. The word co is
an English word, which means to be with. And the word operari is a Latin word, which
means to operate. Thus, working together to attain a common vision is the underlying
principle of cooperativism. The birth of cooperativism is a form of social response
against extreme and widespread deprivation, hunger and oppression in the 18th and 19th
centuries. It is an alternative to the decadent, profit-driven, acquisitive, and individualistic
system that has favored the concentration of control of capital, farms, industries, and
political power in the hands of the rich minority (Pobihushchy, 2002).
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Cooperative as a Tool for Development
In organizing cooperative, the first consideration is whether or not there is a need
for it. This has to be determined by the organizers. However, since many are poor, it is
more likely there is always a felt need for cooperatives. Cooperatives have been known to
have improved the social and economic conditions of the poor. In affluent communities,
perhaps there is no need for cooperatives. People in such areas have adequate resource to
meet their needs. Besides, it will be quite difficult to get the interest and cooperation of
individuals who are not really concerned with the goals of cooperatives. That is why only
few rich persons are members of cooperatives. They make more money from more
lucrative investments.
The Cooperative Development Authority stated the important role of cooperatives
in the development of the country. A cooperative creates employment on entrepreneurial
opportunities for the country unemployed and marginally employed, affecting broader
base ownership of the access to productive resources reducing wide income gap and
guaranteeing equal and even development (RA 9520, 2008).
Objective of Cooperatives
Cooperatives are formed to address needs by the offer of products and services
within the framework of cooperative development. Therefore, cooperative products and
services must reach beyond the traditional price-to-quality equation. Strategically, the
cooperative must offer products and services of competitive quality, at competitive rates,
along with unique elements of cooperative. The cooperative’s efforts; its entire
legitimacy and survival as a business are condensed into the offer of a distinctive product.
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The cooperative thus becomes important to its members on a business level and to
the community on a developmental level. For members, over and above the direct use
relation, the contribution of cooperatives improves their quality of life in general support
at home, improved neighborhood services, etc.(Gutknecht, 2005).
An investor-owned enterprise exists to maximize the return on the capital invested
in the business. Cooperatives are institutional aids in increasing the income and
productivity of the people, generating employment and equitable distribution of wealth
generated. But cooperative are not solely concerned with dividends and financial return.
They are primarily concerned with betterment and advancement of the people.
The primary objective of the cooperative is to provide goods and services to the
members and thus enable them to attain increased income and savings, investment,
productivity and purchasing power and promote among them equitable distribution of net
surplus through maximum utilization of economies of scale, costs sharing and risks
sharing, without however conducting the affairs of the cooperative for charitable
purposes (Abasolo et al., 1996).
Cooperative Principle and
Business Characteristics
Cooperative is user owned and controlled business in which benefits are
distributed according to a member’s use of it. Cooperatives exist not to generate profit for
themselves or outside investors, as do other businesses, but rather to provide goods and
services at competitive prices (Anonymous, 2001).
a. The user owner principle means the people who use the cooperative own and
finance the business. Member’s purchasing stocks and membership fees finance
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cooperatives. In some cooperatives, members reinvest their earnings to capitalize the
business.
b. User control principle means that costumers being members are also
responsible for selecting the members of the Board of Directors. As representatives of the
members, directors are responsible for setting policy and providing oversight on all the
cooperatives business practices.
c. User-benefits principle provides that the cooperative’s primary purpose is to
distribute benefits to members. Distribution of these benefits is based on members’ use of
the cooperative, not on the amount of capital they have invested.
Members’ Benefits
Patronage refund should be distributed to members in proportion to the services of
the cooperative. The computation of patronage refund should be in accordance with the
cooperative policies and by-laws under Republic Act 9520. Through patronage refund,
members are actually saving while using the services of the cooperative (CDA, 1996).
In a cooperative, members will seek providers who serve them best. In order to
maintain members’ loyalty in the cooperative, it should provide what members need at
the time they need it. It should offer prompt credit at low interest loans to keep existing
members to attract new ones. Cooperative members will derive several benefits from the
operation of their cooperatives. The main benefit is economic since members get share of
the cooperatives net surplus is annually returned to the members, called the patronage
refund (Leung, 1993).
According to Cooperative Development Authority (1996), other benefits derived
from cooperatives are:
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a. Members develop the habit of thrift and saving.
b. Cooperative serves as the training for its members in simple business operation,
and democratic leadership.
c. It offers opportunities to its members’ benefits and progress, purposes that may
redound to their material benefits and progress.
d. A cooperative teaches its members and make every member a better individual
and a better member of the society.
A cooperative can contribute to the economic, social, political, and spiritual
growth of the people. Economically, cooperative can supply viable alternatives for
economic prosperity of its members. Socially, a cooperative has an extremely important
role to play. It provides a venue to bond people together and work for the promotion of a
just and humane society. Politically, a cooperative must be active to any political
involvement. By political involvement, we mean that members collectively raise their
voice in a quest for peace and justice. Cooperatives must be leaders in this advocacy.
Finally, a cooperative promotes spiritual growth to its members. Spiritual growth is
achieved by a concrete manifestation of Christ’s love among its members. Cooperative
members must be living witnesses to work in fostering mutual respect and love among
themselves so that love, justice, and solidarity would prosper (Pobihushchy, 2002).
Members’ Satisfaction
The reason customer satisfaction is so important is because of its impact to the
bottom line. As Goldman (2000) points out, it leads to repeat business and customers
enjoying good quality and service enough to return time and time again. Their loyalty
will result in additional spending, increased market-share through word-of-mouth
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promotion, improved reputation, and increased profits. Since satisfied customers are
more likely to pay their invoices on time, cash flow can be affected as well. Customer
satisfaction guarantees are not only achievable; they are essential to creating the proper
attitude within a company. Unless an organization is prepared to guarantee that its
customers will be satisfied, that organization will not put the policies and procedures in
place, will not empower the employees, will not reinforce the enabling behaviors needed
to make its customer the number one priority as it should.
Problems Encountered
Wacay (2003) stated that the cooperative managers were responsible in managing
the business of the cooperative but still there were some cooperatives that the Board of
Directors and Chairman of the Board were allowed to manage the cooperative business.
The primary problems in the cooperative are the lack of training and seminars for the
members, officers and management staff which affect the performance on their duties and
responsibilities.
As stated by Wacay (2003), one problem of the cooperative development is the
lack of qualifications. This shortage of adequate trained staff is acute in the field of
management emergency action as required in order for cooperative to apply their role as
efficient instrument. Cooperative needs technically well trained managers and executives.
They must have some ideas regarding the operation on the services of the cooperative.
They must utilize their efforts and time to discover the best ways to serve members.
Usually a need for a cooperative arises if existing business organizations in the
community are inefficient and abusive. Conditions such as high interest rates, poor
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quality of goods and services, high prices, financial, production and marketing problems
encourage the organization of cooperatives.
Likewise, Dennis (1997) pointed out in his research the following problems
encountered by cooperatives as perceived by officers and members. Lack of proper and
continuing education for members in the aspect of how a cooperative really operates, and
the benefits gained are the prominent problem in cooperatives. Another problem is the
poor attendance in trainings and seminars due to lack of time of members, or members
receive the communication late and some members are uninterested. Being with good
organization therefore, the cooperative must do something to avoid the recurrences.
Recommendations to Remedy Problems
Lumbag (2000) stated that cooperatives grow continuously when the education
committee plan and carry all these plans for the cooperative especially in the recruitment
of new members. The new members should really be required to undergo pre-
membership seminars. With this continuing activity, members are kept informed and that
they can involve themselves in all activities of the cooperatives.
Members must be given notice in advance in order to attend the trainings and
seminars. Attendance to education and information activities must be one of the
qualifications in attaining the services of the cooperatives. Regular meetings to update
members especially on the policies and guidelines should be conducted.
The cooperative must utilize their time and efforts to discover the best ways to
serve their members by studying the needs and problems and thereby to research and
provide effective solutions. The Board of Directors and management staffs must
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understand the idea of cooperation that they would adopt in an unselfish attitude against
the members.
A cooperative has to be dynamic in order to be able to meet effectively the
changing needs and problems of its members and the community. It has to expand and
diversify its business operations. A business organization which can easily serve the
needs of the people for a brief and limited period is not desirable.
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METHODOLOGY
Locale and Time of Study
This study was conducted with the Drivers Operators Employees Residents and
other Sector Multipurpose Cooperative (DOERS MPC), which is located in Km. 12, Tili,
Shilan, La Trinidad, Benguet. This study was conducted on December 2009 to March 9,
2010.
Respondents of the Study
The respondents of the study were the members and officers of the Drivers
Operators Employees Residents and other Sector Multipurpose Cooperative. From the
members of the cooperative, the researcher selected fifty respondents by using simple
random sampling based on their membership listing. From the list of the names of the
members, the researcher picked her respondents through raffle.
Research Instrument
A guide questionnaire was prepared and used to gather necessary information.
The questionnaires were pre-tested first before it was used as a guide during the
interview. The researcher had personally interviewed the respondents to validate their
answers to questionnaires and deepen understanding on their responses.
Data Gathered
In order to answer the objectives of the study the following data were collected:
demographic profile of the respondents, reasons of the respondents in joining the
cooperative, their expectations from the cooperative, the level of fulfillment of their
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expectations, the features of the financial services that are liked most by the respondents,
and the level of satisfaction of the respondents from the different services of the
cooperative.
Data Analysis
Statistical tools were used in the analysis of the data. For the first three
specific problems involving the reasons; expectations; and features of the services of
DOERS MPC, Results were subjected to computations such as frequency counts,
percentage, weighted means and ranking. Frequency tables were constructed and
percentages were arrived at using the formula:
P (%) = f x 100%
n
Where f = frequency in each category or cell
n = total number of respondents
For the last specific problem which is on the perceived level of satisfaction of the
members of DOERS MPC, the weighted means were computed.
To compute for the weighted means (WM), the following formula was utilized:
WM = ∑(W f +W f +W f +W f +W f )
1 1
2 2
3 3
4 4
5 5
n
where W , W , W , and W are the respective weights (rating); f , f , f , and f are the
1
2
3
4
1
2
3
4
respective frequencies per question/ indicator; n is the total number of respondents.
The following norm of interpretation was used to quantify the responses of the
members on their perceived level of satisfaction with respect to the services offered by
the cooperative:
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Scale
Description
Statistical Limit
1
Not Satisfied
1.00 - 1.74
2
Slightly Satisfied
1.75 - 2.49
3
Moderately Satisfied
2.50 - 3.24
4
Very Much Satisfied
3.25 - 4.0
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RESULTS AND DISCUSSION
This section presents the data and information that have been gathered by the
researcher related to the study. Also presented are the analyses and interpretations of the
collected data. This study aimed to determine the level of satisfaction of the members
from the services offered by the Drivers Operators Employees Residents and other Sector
Multipurpose Cooperative (DOERS MPC) in Shilan, La Trinidad, Benguet.
Demographic Profile of Respondents
Table 1 present the demographic profile of respondents. This consisted of their
sex, educational attainment, occupation, and number of years of membership.
Sex. The finding shows that the respondents were largely male. Thirty (60%)
were male while 20 (40%) were female.
Educational attainment. Many 19 (38%) of the respondent had finished secondary.
14 (28%) had finished college degree, 9 (18%) finished vocational course and 8 (16%)
finished elementary school.
Occupation. The different occupation of the respondents were self-employed,
government/cooperative employee, farming, driving, and business man/woman. 17 (34%)
of the respondents reported that they were drivers, 15 (30%) were farmers, 7 (14%) were
self-employed, 6 (12%) were government/coop employee, and 5 (10%) were business
man/woman.
Number of years of membership. 26 (52%) of the respondents being member
within 2-4 years followed by 16 (32%) being members for more than 4 years and 8 (16%)
being members for less than two years.
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Table 1. Profile of respondents
PARTICULARS
FREQUENCY
PERCENTAGE
Sex
Male
30
60
Female
20
40
TOTAL
50
100
Educational Attainment
Elementary
8
16
Secondary
19
38
University/College
14
28
Vocational
9
18
TOTAL
50
100
Occupation
Government/Cooperative Employee
6
12
Farmer
15
30
Driver
17
34
Self-employed
7
14
Business man/woman
5
10
TOTAL
50
100
No. of Years as Member of the
Cooperative
Less than 2 years
8
16
2-4 years
26
52
More than 4 years
16
32
TOTAL
50
100
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Reasons for Joining
Table 2 shows the reasons of the members in joining the DOERS MPC. Based on
the data collected, the three leading reasons are as follows: a) to have easy access to
credit/loan. Having been interviewed some members, they believe it is easier to borrow
from a cooperative than a bank or any other financial institution since a member is a part-
owner of the cooperative. b) To help build the cooperative. The respondents said that they
want their cooperative to grow up and be successful. Through joining and patronizing the
services of the cooperative, the members are helping the cooperative; and c) to have easy
access to savings/time deposit. The members feel a greater sense of ownership, so they
feel more comfortable with the cooperative and have easier access to savings and time
deposits.
Moreover, some of the members joined the cooperative in order to be able to gain
knowledge and skills through trainings/seminars on financial management. Through these
trainings/seminars, the members would gain knowledge on how to manage their income,
how to budget wisely, how to borrow and use finances wisely. The other reason for
joining is to contribute knowledge to the cooperative. Sense of leadership is enhanced
and there is an opportunity to share one’s knowledge and skill in the cooperative; and the
other reason is some also were just encouraged by friends/ relatives to join.
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Table 2. Reasons for joining
REASONS
FREQUENCY
PERCENTAGE
To have easy access to credit/loan
44
88
To have easy access to savings/ time
deposit
32
64
To contribute knowledge to the cooperative
17
34
Encouragement by friends/relatives
8
16
To gain knowledge and skills through
trainings/seminars
26
52
To help built the cooperative
43
86
*Multiple responses
Expectation of Members in all
The Cooperative Services
Table 3 shows the expectations of the members. From the cooperative most of the
members joined because they expected that the cooperative will give patronage refund on
fuel refilling; that the interest rate of loans is lower compared to the banks; and that they
can avail of the fuel and goods at affordable prices.
Furthermore, some members expect that the cooperative would be a source of
money during emergency and to purchase some commodities when needed and that it
helps improve household living. The cooperative extends loans and patronage refund that
can be used to start a small- scale business, thus it is expected that the household living of
the member will improve provided that the business is wisely managed.
It is common that a cooperative extends loans and credit needs to the members so
they expect that they will be able to avail of this benefit when they become members of
the cooperative.
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Table 3. Expectation of members in all the cooperative services
EXPECTATIONS
FREQUENCY
PERCENTAGE
Provides patronage refund on fuel
refilling
27
54
Affordable price
17
34
Source of money during emergency
14
28
Helps improve household living
6
12
Interest rate of loan is lower
18
36
Source of money to purchase basic
commodities
7
14
High quality of products
3
6
*Multiple responses
Perceived Benefits from the Services and
How services helped them
Table 4 and 5 shows the benefits derived from the cooperative. Based on the
survey, the members perceive that the greatest benefit they get from the cooperative is
acquiring loans. Also a big help to the members are the fuel refilling station, the
savings/time deposit and the auto supplies.
With regard to economic benefits, the members perceive that the greatest benefits
are low interest rates on loans, and patronage refund. The computation of patronage
refund should be in accordance with the cooperative policies and by-laws.
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Table 4. Perceived benefits derived from the services
A. GENERAL BENEFIT
FREQUENCY
PERCENTAGE
Savings/time deposit
35
70
Credit/loan
45
90
Fuel refilling station
42
84
Mutual/aid assistance
3
6
Auto supply
33
66
B. SOCIAL BENEFITS
FREQUENCY
PERCENTAGE
Development of leadership qualities
12
24
Improvement on social dealing
37
74
No response
9
18
C. ECONOMIC BENEFITS
FREQUENCY
PERCENTAGE
High interest on savings/time deposit
14
28
Low interest on loan/credit
45
90
Patronage refund
44
88
Source of capital for livelihood
8
16
Source of money for children education
6
12
Mutual aid/assistance
3
6
Restructuring of loan
13
26
Interest on share capital
35
70
Source of money for emergency
33
66
*Multiple responses
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Table 5. How services helped them
PARTICULARS
FREQUENCY
PERCENTAGE
Was able to expand/increase businesses
15
30
Was able to send children to school
8
16
Was able to improve house
14
28
Was able to buy appliances
20
40
Was able to buy house and/or lot
0
0
Was able to buy car
0
0
Was able to purchase commodities
42
84
*Multiple responses
Through patronage refund, members are actually saving while using the services
of the cooperative. Following these benefits (according to rank) is interest on share
capital. The cooperative has also been a source of cash during emergency needs; high
interest on savings/time deposit; loans can also be restructured to help the borrower
alleviate payment schedule. The cooperative is also a source of money to purchase basic
commodities; it helped them to expand business or increase their business; some also said
that the services of the cooperative helped them improve their house.
In order to maintain members’ loyalty in the cooperative, it should provide what
members need at the time they need it. It should offer prompt credit at low interest loans
to keep existing members to attract new ones.
As to social benefits, the members perceive that they have improved in their
relationship with other people especially with other members of the community.
Furthermore, they feel that they can develop their leadership qualities as they go
with the other members of the cooperative.
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Socially, a cooperative has an extremely important role to play. It provides a
venue to bond people together and work for the promotion of a just and humane society.
It teaches its members and makes every member a better individual and a better member
of the society.
Level of Satisfaction on the
Services of DOERS MPC
Table 6 shows the perceived level of satisfaction of the members on the services
of the DOERS MPC. Based on the gathered data and information, the members are very
much satisfied with the credit and loan facility of the cooperative. The members consider
great help that they have the cooperative to run to when they need cash; the interest rates
are reasonable and the loan facility is perceived by the members to be prompt and always
available when needed. The members who were interviewed asserted that acquiring a
loan/credit from the cooperative is faster and has a lower interest rate than lending
institutions. They are also very much satisfied with the cost, quality and availability of
fuel and as well as on the services of auto supply. During the interview, the respondents
mentioned that the price of fuel and auto supply is affordable as compared to other fuel
refilling stations, always available and has a high quality.
The members are moderately satisfied with the interest rate, promptness and
availability of savings/time deposits.
This implies that most of the members have already availed of these services and
benefits and thus, they expressed their satisfaction regarding these services and benefits.
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Since satisfied customers are more likely to pay their invoices on time, cash flow
can be affected as well. Customer satisfaction guarantees are not only achievable; they
are essential to creating the proper attitude within a company.
Table 6. Level of Satisfaction on the Services
SERVICES
MEAN
DESCRIPTION
Savings/time deposit
Interest rate
2.78
MS
Promptness
2.92
MS
Availability
3.02
MS
Average
2.91
MS
Credit/loan
Interest rate
3.76
VMS
Promptness
3.72
VMS
Availability
3.78
VMS
Average
3.75
VMS
Fuel refilling station
Cost
3.86
VMS
Quality
3.86
VMS
Availability
3.92
VMS
Average
3.88
VMS
Auto supply
Cost
3.44
VMS
Quality
3.28
VMS
Availability
3.25
VMS
Average
3.32
VMS
Legend: 1.00-1.74- not satisfied
2.50-3.24- moderately satisfied
1.75-2.49- slightly satisfied
3.25-4.0 - very much satisfied
When asked to rate and rank the various services of the cooperative, the members
ranked fuel as the leading service of the cooperative, followed by the credit/ loan facility;
and the auto supply.
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Table 7. More Preferred Services
SERVICES
MEAN
RANK
Fuel refilling
1.22
1
Credit/loan
1.32
2
Auto supply
1.82
3
Savings/time deposit
2.20
4
Problems Encountered by Members of DOERS MPC
Like in any organization, the members of the DOERS MPC also experience some
problems. Table 8 shows the problems in the cooperative. The greatest problems are
delinquency in loan repayment and non-patronage of the cooperative’s services. Some
members fail to pay their amortizations in time and thus accumulate and acquire
penalties/surcharges.
The cooperative also has limited capital to acquire additional goods and services
required by the members. It is also observed by members that some products are of low
quality which is the reason why members rather purchase somewhere else than in their
cooperative.
Usually, a need for a cooperative arises if existing business organizations in the
community are inefficient and abusive. Conditions such as high interest rates, poor
quality of goods and services, high prices, financial, and production problems encourage
the organization of cooperatives. Being with the organization therefore, the cooperative
must do something to avoid the recurrences. Officers and as well as members should
work hand in hand, they should see to it that they are doing their responsibilities for the
improvement of the service delivery of the cooperative.
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Table 8. Problems encountered by members
PROBLEMS
FREQUENCY
PERCENTAGE
Delinquent in paying loans
33
66
Some members do not patronage
services
31
62
Lack of funds to meet loan requirements
1
2
Limited capital to meet goods required by
members
12
24
Low quality of products
4
8
High interest on credit/loan services
0
0
*Multiple responses
Proposed Solutions
Based on identified problems, the respondents proposed the following solutions:
1) borrowers should pay their dues on time, members should pay their amortizations in
time to avoid penalties or surcharges; paying dues on time is a good indicator of well
managed resources and good budgeting skill. Paying on time also provides liquid cash to
other borrowers. To avoid this delinquency problem, officers must see to it that they
should strictly implement its loan policies. 2) Members should participate more often in
the activities of the cooperative from planning to management; this will foster
camaraderie and cooperation among them. 3) It is also suggested that the BODs and the
leaders strictly implement its loan policies.
Other solutions suggested by the respondents are: the cooperative should further
improve/ strengthen services, it has to expand and diversify its operations, it must have a
good feasible plans for expansions; regular seminar/meetings should be conducted to
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update members especially on the policies and guidelines; and encourage non-members
to join through information campaign drive, this would encourage potential members to
join and thereby increase membership and increase capital which is the lifeblood of the
cooperative.
The cooperative must utilize their time and efforts to discover the best ways to
serve their members by studying the needs and problems and thereby to research and
provide effective solutions. A cooperative has to be dynamic in order to be able to meet
effectively the changing needs and problems of its members and the community.
Table 9. Proposed Solutions
SOLUTIONS
FREQUENCY
PERCENTAGE
Members should pay loans on time
25
50
Cooperative should further improve
services
10
20
Strictly implement its loan policies
21
42
Encourage members to join
4
8
Officers/staff serve as model to
members
3
6
Regular seminars/meeting should be
conducted
7
14
Members should participate in all
activities of the cooperative
22
44
*Multiple responses
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SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
Summary
This study was conducted mainly to determine the level of satisfaction of
members extended by DOERS MPC, the study aimed to determine the reasons why
members joined the cooperative; determine the expectations of members from the
cooperative services in terms of cost, quality and rates of interest. Determine benefits
derived by members, and to identify problems encountered by the cooperative and
solutions or recommendations to solve the problems.
There were 50 respondents that the researcher had interviewed. A survey
questionnaire was used as a guide questionnaire to gather relevant data and information.
The data gathered was tabulated, summarized, analyzed and presented using descriptive
analysis like frequency counts, percentage and weighted mean.
Most of the respondents were male and were high school graduates. Most of the
members were drivers and majority of them were member of the cooperative for 2-4
years.
The primary reasons why the respondents joined the cooperative are to be able to
have easy access to credit/loan. Second reason is to help built the cooperative. The third
reason is to have easy access to savings/time deposits. Fourth is to gain knowledge and
skills on cooperative through seminars and trainings. Through these, members gain
knowledge on how to manage their income, and use borrowed finances wisely. The other
reasons for joining are to contribute knowledge to the cooperative and others were just
encouraged by their friends or relatives.
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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Majority of the respondents expected that the cooperative would provide
patronage refund on fuel refilling. Second, the respondents expected that the interest rate
of loan is lower compared to the bank. Third, they expected that the cooperative provide
services that are affordable in price. Other expected that the cooperative would be a
source of cash during emergency.
As to financial benefit, many respondents perceived that the greatest benefit that
they get from the cooperative is through loans and the service of fuel refilling. Socially,
members perceived that they have improved their relationship with other people
especially with their co-members. Economically, they perceived that the benefits are low
interest on loans and patronage refund.
On the services availed by the respondents, they perceived that they were very
much satisfied with the services offered by the cooperative. The members are very much
satisfied with the credit/loan. It is faster and has a lower interest rate than the lending
institutions. Members also expressed very much satisfaction in fuel refilling and the auto
supply. They were also much satisfied in savings/time deposit thus; they expressed their
satisfaction regarding these services and benefits.
It is shown that the respondents like most the service of the fuel refilling. This is
because the cooperative gives patronage refund depending on the amount of fuel that they
consumed at the end of the year. The second most desired service is the credit/loan.
Although some of the respondents did not meet any problem in the availment of
the services, there are many who encountered some problems like: delinquent in paying
loans and some members do not patronize services.
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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Conclusions
Based on the forgoing findings, the following conclusions were drawn:
1. Few males are member respondents of the cooperative.
2. Majority of the respondents joined the cooperative mainly to have easy access
to credit/loan services and to help built the cooperative.
4. Most of the respondents perceived that they were very much satisfied on the
services of the cooperative.
5. Many respondents reported that the greatest problem is the delinquency in loan
repayment.
Recommendations
1. Improve those supplies already existing. Improved services may mean
expanding the range of services offered to members or improving the delivery of existing
services. The steps that should be taken in order to maintain or expand the life of the
cooperative should be found more covertly in the reasons why members want to join the
cooperative.
2. They must see to it that members should pay their loans on time. To avoid
delinquency problem, the officers must strictly implement the loan policies of the
cooperative.
3. Encourage non-members to join through information campaign drive, this
would encourage potential members to join and thereby increase membership and
increase capital which is the lifeblood of the cooperative.
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
Sector Multipurpose Cooperative /Jonah Liza A. Bentican. 2010
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LITERATURE CITED
ABASOLO, P. A., A. V. RUIZ Ma. and F. B. BERTOL. 1996. Cooperatives in the
Philippines: History, Organization and Management. GIC Enterprises and Co.,
Inc., Manila, Philippines.
ANONYMOUS, 2001. Cooperative Principle and Business Characteristics. Retrieved
September 19, 2009 from http://www.ucdavis.edu/index.html.
CDA 1996. Cooperative Development Authority. Retrieved September 22, 2009 from
http://www.cda.gov.ph/coops.asp
DENNIS, R. B. 1997. Organization and management of cooperatives in the municipality
of La Trinidad, Benguet. MS. Thesis. Benguet State University, La Trinidad,
Benguet.
GOLDMAN, D. 2000. Improving member satisfaction. Retrieved September 25, 2009
from http://goliath.ecnext.com/html.
GUTKNECHT, D. 2005. Model for cooperatives. Retrieved December 18, 2009 from
http://www.cooperativegrocer.coop/articles/index.
LEUNG, C. 1993. Development diary: Return to Cooperatives. Manila, Philippines.
LUMBAG, P. D. 2000. Education committee training programs and practices of credit
cooperatives in Baguio City. MS Thesis. Benguet State University, La
Trinidad, Benguet.
POBIHUSHCHY 2002. Cooperative power: Changing lives. Retrieved October 21, 2009
from sidpob@nbnet.nb.ca
REPUBLIC ACT 9520, 2008. Cooperative Code of the Philippines.
WACAY, J. C. 2003. Profile of cooperative managers of La Trinidad, Benguet. BS
Thesis. Benguet State University, La Trinidad, Benguet.
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
Sector Multipurpose Cooperative /Jonah Liza A. Bentican. 2010
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APPENDIX A
Survey Questionnaire
(For members)
A. PROFILE OF RESPONDENTS
1. Name (optional): ________________________________
Sex: ___
1. Educational attainment: (please check)
Age: ___
___elementary
___college
___high school
___vocational course
2. Occupation: __________________________________
3. Main source of income: ____________________________
4. Number of years being a member of the cooperative: _________
B. REASONS
1. Why did you join the cooperative?
___to have easy access to credit/ loans
___to have easy access to savings/time deposit
___to contribute knowledge and skills in the cooperative
___Encouragement by friends/relatives
___to gain knowledge and skills through trainings and seminars
___to help build the cooperative
___Others (specify) ______________________________________
C. BENEFITS DERIVED
1. What are the services of the cooperative that you have availed?
___savings/time deposit
___credit/loan
___fuel refilling station
___mutual aid/assistance
___auto supply
___others (specify) ___________________________
2. What are the benefits you derived from the cooperative?
a.) As to social benefits
___development of leadership qualities
___improvement on social dealing (overcome shyness)
___others (specify) ______________________________
b.) As to economic benefits
___high interest on savings/time deposit
___low interest on loan/credit services compared to the bank
___ patronage refund
___source of capital for livelihood
___source of money for children education
___mutual aid program/assistance
___restructuring of loan
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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33
___interest on share capital
___source of money for emergency
___others (specify) ______________________________
3. How did the services of the cooperative help you?
___was able to increase or expand your business
___was able to send your children to school
___was able to improve your house
___was able to buy appliances
___was able to buy house and/or lot
___was able to buy a car
___was able to purchase basic commodities
___others (specify) ____________________________________
4. Are you satisfied with the services of the cooperative?
___yes
___no
If no, what should you suggest to improve for the better services of the cooperative?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
If yes, how do you rate your level of satisfaction on the services of the Cooperative?
FINANCIAL
Not
Slightly
Much
Very much
SERVICES
satisfied
satisfied
satisfied
satisfied
Savings/time deposit
§ Interest rate
§ Promptness
§ Availability
Credit/loan
§ Interest rate
§ Promptness
§ Availability
Fuel refilling station
§ Cost
§ Quality
§ Availability
Auto supply
§ Cost
§ Quality
§ Availability
5. What services do you like most? (Please rank from 1-5)
· Rank 1: Mostly Like Rank2: Moderately Like
Rank 3: Neutral Rank 4: Dislike
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
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SERVICES
Savings/time deposit
Credit/loan
Fuel refilling station
Auto supply
a. Why you like most that service? ___________________________________________
________________________________________________________________________
________________________________________________________________________
b. Why you dislike that service? _____________________________________________
________________________________________________________________________
________________________________________________________________________
6. Problems encountered by the cooperative in relation to service delivery.
___delinquent in paying loans
___some members do not patronize services of the cooperative
___lack of funds to meet the loan requirement of members
___limited capital to meet the goods required by members
___low quality of products
___high interest on credit/loan services
___others (specify) __________________________________________
7. What solutions or recommendations should you suggest to solve the problems
of the cooperative?
a. ________________________________________________________________
b. ________________________________________________________________
c. ________________________________________________________________
d. ________________________________________________________________
e. ________________________________________________________________
THANK YOU VERY MUCH!!!!!!!!!
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
Sector Multipurpose Cooperative /Jonah Liza A. Bentican. 2010
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APPENDIX B
Letter to the respondents
Republic of the Philippines
Benguet State University
La Trinidad, Benguet
Department of Agriculture Economics and
Agribusiness Department
January 10, 2010
Dear Sir/Madam:
Greetings!
I am Jonah Liza E. Bentican, a fourth year student of Benguet State University,
taking up Bachelor of Science in Agribusiness major in Cooperative Management.
Presently, I am conducting my undergraduate thesis entitled: “Satisfaction of members on
the services of the Drivers Operators Employees Residents and other Sector Multipurpose
Cooperative” as partial requirement for graduation.
In this connection, may I request a part of your time to answer the attached
questionnaire. Your kind assistance will enable me to complete all the requirements in
due time. Please give your honest answer for the success of this research. Rest assured
that all the information you provide will be treated with utmost confidentiality.
Thank you very much for your cooperation and God Bless!!!!
Respectfully yours,
JONAH LIZA E. BENTICAN
Researcher
Noted By:
DAVID JOSEPH BOGNADON
Adviser
Satisfaction of Members on the Services of the Drivers Operators Employees Residents and other
Sector Multipurpose Cooperative /Jonah Liza A. Bentican. 2010
Document Outline
- Satisfaction of Members on theServices of the Drivers Operators Employees Residents and other Sector MultipurposeCooperative
- BIBLIOGRAPHY
- ABSTRACT
- TABLE OF CONTENTS
- INTRODUCTION
- Rationale
- Statement of the Problem
- Objectives of the Study
- Importance of the Study
- Scope and Delimitations of the Study
- REVIEW OF LITERATURE
- Definition of Cooperative
- Cooperative as a Tool for Development
- Objective of Cooperatives
- Cooperative Principle andBusiness Characteristics
- Members� Benefits
- Members� Satisfaction
- Problems Encountered
- Recommendations to Remedy Problems
- METHODOLOGY
- RESULTS AND DISCUSSION
- Demographic Profile of Respondents
- Reasons for Joining
- Expectation of Members in allThe Cooperative Services
- Level of Satisfaction on theServices of DOERS MPC
- Problems Encountered by Members of DOERS MPC
- Proposed Solutions
- SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
- Summary
- Conclusions
- Recommendations
- LITERATURE CITED
- APPENDIX