BIBLIOGRAPHY LIWAYAN, JULIE ANN B....
BIBLIOGRAPHY
LIWAYAN, JULIE ANN B. OCTOBER, 2009. Satisfaction Survey of Women
Employee-Members on the Services of Philex Community Credit Cooperative. Benguet State
University, La Trinidad, Benguet.
Adviser: David Joseph L. Bognadon, MSc.
ABSTRACT
The study was conducted at Philex Community Credit Cooperative. This was conducted
to find out the reasons of the respondents in joining the cooperative, determine the expectations of
the respondents upon joining the cooperative and the level of fulfillment of their expectations,
determine the features of the financial services that the respondents like most, and identify the
services offered by the cooperative and determine the level of satisfaction of the respondents.
The study was conducted last January, 2009 with eighty women employee-members as
respondents.
The results showed that the primary reasons why the respondents joined the cooperative
are to be able to borrow needed funds during times of need. The respondents expected the
cooperative to provide their credit needs, help them improve their quality of life, and provide
livelihood projects. Majority had their expectations fulfilled. The feature of the financial service
most preferred by the respondents was the amount of loan and the least preferred was the loan
duration followed by loan interest rate. The services of the cooperative availed by the respondents
were savings and time deposits, appliances financing loan, emergency loan, educational loan,
express loan, credit, and death aid. The respondents were much satisfied from all of these services
of the cooperative.
TABLE OF CONTENTS
Page
Bibliography . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
i
Abstract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
i
Table of Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ii
INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
Background of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
Statement of the Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4
.
Objectives of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5
Importance of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5
Scope and Delimitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6
REVIEW OF LITERATURE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7
Theoretical/Conceptual Framework . . . . . . . . . . . . . . . . . . . . . . . . .
9
METHODOLOGY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9
Locale and Time of the Study. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
Respondents of the Study. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
Data Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
Data Gathered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
Data Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
RESULTS AND DISCUSSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
General Information about the Respondents . . . . . . . . . . . . . . . . . . .
12
Reasons for Joining the Cooperative . . . . . . . . . . . . . . . . . . . . . . . . .
15
Expectations Upon Joining the Cooperative and
ii
the Fulfillment of Expectations. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
16
Features of the Financial Services Preferred
by the Respondents. . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18
Perceived Level of Satisfaction of the
Respondents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
22
Conclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
24
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
25
LITERATURE CITED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
26
APPENDIX
A. Survey Questionnaire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
27
iii
INTRODUCTION
Background of the Study
The year 1964 was the year when the usury trade (5-6 money lenders) increased
tremendously taking advantage of the Philex Mines Corporation employees’ salary takes
home pay. The officers of the Labor Union with their mission and vision of uplifting the
social and economic conditions of the rank and file employees felt the need of organizing
Credit Union or Credit Cooperative as counter part of the Consumers cooperative that
was earlier organized. Early part of 1965, campaign for membership took place and so
with the solicitation of share capital from employees and would be members. In June
1965, about 300 employees joined the Credit Cooperative. With a meager capital
contributed by the members, the officers of the Credit Cooperative requested the
assistance of Philex Management who willingly lent the amount of Five Thousand Pesos
(P5,000) and formed part of the seed capital. In July 1965, the Credit Cooperative opened
for business. The seed capital lent by Philex Mining Corporation was fully paid after six
months of operation. As the years passed, membership equities increased along with
membership growth. Trends had gone upward as manifested by its viability.
The Philex Community Credit Cooperative (PCCCO) today is composed of
employees, officers’ and management staff of the Philex Mining Corporation based at the
mine site in Padcal, Tuba, Benguet. It includes other bonafide residents of Philex Mines
who are of legal age, employees’ dependents like students, pupils, babies who are already
baptized, housewives and house helpers are admitted as associate members. Moreover
civic, Religious and professional organizations within the Mining community may also
be admitted as associate members.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
2
Philex Mining Credit Cooperative has contributed greatly to the social and
economic growth of its members. Through its loaning services and scholarship program,
PCCCO has been instrumental in producing professional young men and women such as
engineers, doctors, nurses, priest, accountants, teachers, architects, and geologist. They
were dependents of members but who are now themselves members and employees of
Philex Mining Corporation. Furthermore, they are active leaders of the community. The
cooperative is serious when it comes to environment concern wherein it supported Philex
Ecological Waste Management and Pest Control Programs, adopt a park program, adopt a
Forest program, Philex Swine Project and other livelihood projects. PCCCO also
contributed in the church building in Philex and the neighboring communities.
PCCO’s livelihood projects came in diversified forms like loom weaving,
knitting, sewing, crocheting, wax-making, hog/chicken raising, sari-sari store dealership,
soap making, medical/herbal plantation, etc. this all embracing project of the Cooperative
is made possible through its productive loan service. Through this loan service, members
were able to put up their individual business, an income that play a vital role in financing
the educational needs of the member’s children and giving them decent means of living,
particularly for the unemployed ones. On its “Adopt a Forest Program”, the management,
officers, staff and members have social and community responsibilities to fulfill. PCCCO
had been into medical missions that included medical, dental, laboratory check-up and
others. The cooperative also conducted socialization activities among its officers and
management staff. They have ballroom dancing thrice a month as an exercise and at the
same time a good bonding among the employees and officers of the cooperative.
Ballroom Dancing is a good pastime, an enjoyable form of exercise, a very popular
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
3
activity. It is so popular that it has evolved from an ordinary “move grove” activity to a
competitive event.
Although this event is doing good for the whole cooperative, the people behind
this successful drive are not limited to such but will continuously search until they find
the deepest sense or meaning of the term SERVICE.
Philex Community Credit Cooperative received many Achievements awards and
Recognition like: 1.) Most Prolific Cooperative Award Top-Grosser Award, Biggest
Investment Award CDA-November 11, 1994; 2.) Millionaire Cooperative Award; 3.)
Plaque of Recognition remittance of highest CETF for years 1990-1992 NATTCO-May,
1993; 4.) Plaque of Recognition –CETF remittance NORLU-May, 1993; 5.) Plaque of
Recognition CETF remittance NORLU-May, 1994; 6.) Certificate of Recognition-May
27, 1993; 7.) Certificate of Appreciation –May 22, 1993; 8.) Plaque of Recognition-
October 1995; 9.) Awarded a Plaque Recognition by CDA as the most Outstanding
Credit Cooperative in Benguet and CAR at the Venus Park View Hotel, Baguio City on
October 23, 1999; 10) Awarded a Plaque of recognition and cash Award as the Most
Outstanding Credit Cooperative in the Philippines CDA-November 13, 1999; 11.) Plaque
of Recognition Most Outstanding Primary Cooperative CDA-October 26, 2000; 12).
Plaque of Recognition by NORWESLU-Most Outstanding Award; 13). Plaque of
Recognition as the “Hall of Famer”-Most Outstanding Credit Recognition –Most
Outstanding Primary Cooperative CDA-November 10, 2001; 14) Plaque of Appreciation
given by NORWESLU-
November 10,2001; and 15). Plaque of Recognition-Hall
of Fame Award for the Most Outstanding.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
4
Philex Community Credit Cooperative is engaged in savings, loan and
investments. It accepts Fixed Deposits and grant loans to its members. PCCCO firmly
believes in the spirit of Cooperativism-Cooperative helping fellow cooperatives, thus it
invests its funds to primaries which are in need.
PCCCO is built not only on the strength of officers, management/staff and
members but most of all on the Unity, Solidarity and Teamwork of each and everyone.
Truly, Philex Community Credit Cooperative is “A work of Man and Gift of God”.
This study was conducted in to determine the level of satisfaction of women
employee-members on the credit services extended by of Philex Community Credit
Cooperative; and find out the reasons why the joined the cooperative; find out their
expectations form the cooperative; determine the features of the financial services that
members like most; identify the services offered by the Cooperative and determine the
level of satisfaction of the members derived from these services.
Statement of the Problem
This study aimed at determining the perceived level of satisfaction of Women
Employee-members on the financial services of Philex Community Credit Cooperative
(PCCCO). Specifically, it sought answers to the following:
1. What are the reasons of the respondents in joining the PCCCO?
2. What are the expectations of the respondents from the Cooperative and are
these expectations fulfilled?
3. What are the features of the financial services that the respondents like most?
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
5
4. What are the services availed of from PCCCO and what is the perceived level
of satisfaction of the respondents regarding the services offered by the
PCCCO?
Objectives of the Study
The study aimed to:
1. Determine the reasons of the respondents in joining the Philex Community
Credit Cooperative.
2. Determine the expectations of respondents upon joining the Cooperative and
the level of fulfillment by the members.
3. Determine the features of the financial services that respondents like most.
4. Identify the services offered by the Cooperative and determine the level of
satisfaction of the respondents derived from these services.
Importance of the Study
The researcher conducted this study for her benefit, the Cooperative and its
members, and the community.
During the phase of the study the researcher gained essential knowledge about
research and about cooperative management which would be relevant to her in the future.
This also served as a training ground for the researcher to smoothen the transition from a
student specializing in Cooperative Management to becoming a professional engaged in
agribusiness.
The outcome of the study would serve as a management reference for the manager
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
6
and board of directors of Philex Community Credit Cooperative to improve the
organization’s services.
The result of this study would also serve as a reference for future researchers.
Scope and Delimitations
This study focused on determining the level of satisfaction of women employee-
members on the financial services of Philex Community Credit Cooperative. The
respondents of the study were the women employee-members of Philex Community
Credit Cooperative. It was conducted from December 2008 to March 2009.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
7
REVIEW OF LITERATURE
There is strength in group Cooperation as demonstrated in many fields of human
endeavor. There are tasks which can be more efficiently performed through group
cooperation than by single individual. A cooperative provides maximum economic
benefits to its members, effective practices and new ideas in business and management,
and allow the lower income groups to increase their ownership in the wealth of the nation
(Leung, 1993).
The Cooperative Code of the Philippines (R.A 6938), states that a cooperative
shall provide goods and services to its members and thus enable them to attain increase
income and savings, investment, productivity and purchasing power and promote among
them equitable distribution of net surplus through maximum utilization of economies of
scale, cost sharing, and risk sharing.
Patronage refund shall be distributed to the members in proportion to their
patronage to the services of the Cooperative. The computation of patronage refund shall
be in accordance with the cooperative policies and by-laws, the R.A 6938. Through the
patronage refund, members are actually saving while using the services of the
cooperative according to the CDA, others benefits derive from the cooperative are:
A. Cooperative members develop the habit of thrift and saving.
B. Cooperative serves as the training for its members in single business
operation, democratic leadership and responsible citizenship.
C. It offers opportunities to its member’s benefits and progress. Purposes that
may redound to their material benefits and progress.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
8
D. A cooperative teaches its members, who make every members a better
individual and a better members of the society.
The way Cooperative members receive economic benefits is by way of
patronizing its services. Members who do not patronize the services of the Cooperative
are not entitled to Patronage refund but are only entitled to interest on their share capital
invested in the Cooperative.
Mather and Preston (1978) mentioned that benefits of cooperatives are difficult to
measure since some are tangible or direct as in case of net margins in savings while
others are intangible or indirect such as the skills acquired or knowledge gained. They
stated that most benefits are evaluated in economic term as well as social improvements.
Fajardo (1999) mentioned that by means of adult education though cooperatives,
poor farmers and fishermen in Antigonish acquired better attitudes and values. Because
of this practice many cooperatives were organized to improve their economic and social
conditions. Their program became successful so that as early as 1930’s many visitors
from all over the world have gone to Antigonish to study its cooperative program for
emulation in their respective places.
Angligen (2009) found in his study that majority of the members of Tubao Credit
cooperative joined the cooperative because they can borrow from the cooperative in times
of financial needs. The members had many expectations from their cooperative like
availing of loan, saving their money in the cooperative, meeting other people, acquiring
skills through trainings and seminar. He found that all of these expectations of the
members were all met by the cooperative.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
9
Theoretical/Conceptual Framework
There is strength in group cooperation as demonstrated in many fields of human
endeavor. There are tasks which can be more efficiently performed through group
cooperation than by single individual. A cooperative provides maximum economic
benefits to its members, effective practices and new ideas in business and management,
and allow the lower income groups to increase their ownership in the wealth of the nation
(Leung, 1993).
It is along this framework that this study was conceptualized.
An individual who becomes a member of the cooperative considers some things
such as: reasons for joining, expectations of members, and services of the cooperative
and its features. These comprise the input or independent variables of the study.
The dependent variable is the level of satisfaction of the members of PCCCO.
The interplay of the variables of the study is shown in diagram.
Paradigm of the Study
Independent Variables
Dependent Variable
Reasons for joining PCCCO
Satisfaction of the
Expectations of Members
members of PCCCO
Services offered by PCCCO
And their features
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
10
METHODOLOGY
Locale and Time of the Study
The study was conducted in Philex Community Credit Cooperative based at
the mine site in Padcal, Tuba, Benguet January, 2009. Philex is one of the barangays of
Tuba in the Province of Benguet. It is one of the leading mine sites in Benguet.
Respondents of the Study
The respondents of the study were the women employee-members of the
Cooperative. Eighty members from among 150 women employee-members were
randomly chosen as respondents based on the year of membership in the Cooperative.
Data Collection
The researcher used both the primary and secondary sources of data in gathering
relevant information for this study. The data were obtained utilizing the prepared survey
questionnaire. The questionnaire was divided into three parts. An introductory letter
explaining the purpose of the study and confidentiality of the information given was
attached to the questionnaire. The first part of the questionnaire comprised the profile of
the respondents. The second part includes questions that are significant in answering the
first three specific problems of the study. The third part deals with the financial services
offered by PCCCO. A five point Likert scale questionnaire was utilized to quantify the
level of satisfaction derived from services offered by PCCCO as perceived by the
respondents.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
11
Data Gathered
Inorder to answer the objectives of the study the following data were collected:
socio demographic profile of the respondents, reasons of the respondents in joining the
cooperative, their expectations from the cooperative, the level of fulfillment of their
expectations, the features of the financial services liked most by the respondents, and the
level of satisfaction derived by 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 PCCCO,
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 PCCCO, 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.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
12
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:
Scale
Description
Statistical Limit
1
Not Satisfied
1.00 – 1.79
2
Slightly Satisfied
1.80 – 2.59
3
Moderately Satisfied
2.60 - 3.39
4
Much Satisfied
3.40 – 4.19
5
Very Much Satisfied
4.20- 5.00
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
13
RESULTS AND DISCUSSION
This chapter presents the data gathered by the researcher related to the study. Also
presented are the analyses and interpretations of the collected data. The focus of this
study was to determine the expectations and asses the level of satisfaction of the
employee- members on the services of Philex Community Credit Cooperative.
General Information About the Respondents
The general information about the respondents included their age, civil status,
educational attainment, and years of membership in the cooperative. These information
are presented in Table 1.
Age. The frequency distribution of the respondents according to age shows that
42.5% were 46 years old and above. Thirty five percent were 37 – 45 years old and
22.5% were 28-36 years old. This finding shows that majority of the respondents were
above forty years old.
Civil status. There were 97.5% of the respondents married and 2.5% were
widowed. It can be concluded that majority of the respondents involved in the
cooperative are married.
Educational attainment. The table shows that 77.5% of the respondents are
college level or graduated from college, 16.25% are high school graduate or secondary
level, 6.25% are elementary level or graduated from elementary. This finding shows that
all the respondents have formal education and that majority of them reached college.
Years of membership. According to years of membership in PCCCO, 38.75% had
9-16 years with the cooperative, and 35% had 17-24 years, and 17.5% had been 1-8 years
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
14
Table 1. General profile of the respondents
PARTICULAR
FREQUENCY
PERCENTAGE
Age
28-36
18
22.50
37-45
28
35.00
46 and above
34
42.50
TOTAL
80
100.00
Civil Status
Married
78
97.50
Widow
2
2.50
TOTAL
80
100.00
Educational Attainment
Elementary level
5
6.25
High school level
13
16.25
College level
62
77.50
TOTAL
80
100.00
Years of Membership
1 – 8
14
17.50
9 – 16
31
38.75
17 – 24
28
35.00
25 and above
7
8.75
TOTAL
80
100.00
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
15
Table 1. Continued …
PARTICULAR
FREQUENCY
PERCENTAGE
How they Became Members
Recruited during PMES
12
15
Voluntary joined
56
70
Influenced by others
12
15
TOTAL
80
100
with PCCCO. This finding shows that majority were members of the cooperative for
more than ten years.
How the respondents became a member. Based on the gathered data, 70% became
members voluntarily. Cooperatives are found everywhere so people are becoming more
aware of the benefits of joining a cooperative, thus they just voluntarily walk in. Some
were influenced by others 15% and others were recruited during the Pre-membership
education seminar (PMES) 15%.
Reasons for Joining the Cooperative
Table 2 presents the reason why the respondents joined the cooperative. According
to rank, the primary reason was to be able to borrow needed funds during times of need
with 92.31%. Interviewing 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. The second reason was to have easy access to savings deposits with
56.41%, the third reason was to have easy access to time deposit with 28.21%. Members
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
16
Table 2. Reasons why they became members of the cooperative
REASONS
FREQUENCY PERCENTAGE
To be able to borrow needed funds during times of
need
72
92.31
To have easy access to savings deposits
44
56.41
To have easy access to time deposits
22
28.21
To gain knowledge on cooperative through seminars
and trainings
22
28.21
To contribute knowledge and skill in the cooperative
14
17.95
feel a greater sense of ownership, so they feel more comfortable with the cooperative and
have easier access to savings and time deposits. The third reason is to gain knowledge on
cooperative through seminars and trainings with 28.21%. There were many seminars and
trainings for the members of the cooperative; through these, the members gained
knowledge on how to manage their meager income, how to budget wisely, how to borrow
and use finances wisely, how to become entrepreneurs, and the like. The other reason for
joining is to contribute knowledge and skill in the cooperative with 17.95%. Sense of
leadership is enhanced in the cooperative since the board of directors and managers come
from the members themselves, thus, there is an opportunity to share one’s knowledge and
skill in the cooperative.
Expectations Upon Joining the Cooperative and
the Fulfillment of Expectations
Table 3 show the frequency distribution of the expectation of the members of the
cooperative. Of the eighty respondents, 64.10% expected that the cooperative would
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
17
provide their credit needs. It is common knowledge that a credit 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. About 63% expected that the
cooperative will help them improve quality of life; the cooperative extends loans that can
be used to start a small- scale business, thus it is expected that the quality of life of the
member will improve provided the business is managed wisely, or the borrowed money is
used productively. About 28% expected that the cooperative will provide livelihood
projects. Ninety five percent of the respondents were fulfilled with their expectations
upon joining the cooperative. Only 5% were not fulfilled or their expectations were not
meet.
This finding shows that almost all the respondents’ expectations were satisfied by
the cooperative.
Table 3. Expectations upon joining the cooperative
PARTICULAR
FREQUENCY PERCENTAGE
Expectations
Provide credit needs
50
64.10
Help improve quality life
22
28.21
Provide livelihood project
49
62.82
Are expectations fulfilled?
Yes
76
95.00
No
4
5.00
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
18
Features of the Financial Services Preferred
by the Respondents
Table 4 shows the preferred features of the financial services offered by PCCCO
according to rank.
It is shown that the respondents like most the feature ‘amount of loan’. The
amount of loan is based on the share capital of the member, and their savings and time
deposits. So if a higher loan is desired, the member will just have to increase his share
capital and deposits. The second most desired feature is the mode of payment. In the
cooperative, the member- borrower decides the mode of payment whether payroll
deduction or cash installment, so it is flexible and aligned with the borrower’s capacity to
pay. The third desired feature is patronage refund. This is based on the amount of loans
and services availed of; the more a member patronizes the financial services, the greater
the patronage refund. The fourth desired feature is the number of days of loan processing.
This is not the most preferred which means that some are satisfied , others are not much
satisfied with the processing time. The last two in the ranks were interest rate on loans
and loan duration. Though loan interest is undesirable, this is indispensable- in all
financial institutions; all loans have to earn interest. The loan duration is flexible
depending on the amount of loan and the length of membership, however, the maximum
period of payment cannot be dictated by the member because it cannot go beyond the
maximum allowable period.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
19
Table 4. Preferred features of the services
FEATURES
POINTS
RANK
1. Interest rate on loan
147
5
2. amount of loan
223
1
3. no. of days of loan processing
163
4
4. mode of payment (Payroll deduction or Cash
installment)
193
2
5. Patronage refund
174
3
6. Loan duration
118
6
Perceived Level of Satisfaction of the Respondents
Table 5 shows the financial services availed of and the perceived level of
satisfaction of the members on the services offered by the Philex Community Credit
Cooperative. To answer the third specific problem, the following services were availed
by the members of PCCCO: savings and time deposits, appliances financing loan,
emergency loan, educational loan, express loan, credit, and death aid fund. The main
reason for joining the cooperative as reveled by the answer to the first problem was to
borrow money. It is shown in this part of the survey that most of the services availed of
are loans. The savings and time deposits are considered barometers to determine the
amount of loan that could be granted to the member- borrower.
Based from the results, the respondents perceive that they were much satisfied
with the financial services offered by the cooperative (over-all WM = 4.05). The
members were very much satisfied with the death aid fund (WM = 4.23). All members of
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
20
Table 5. Perceived level of satisfaction of the respondents
FINANCIAL SERVICES 1 2 3 4 5 WM DESCRIP- Rank
TION
Savings and time deposits
3 1 17 19 31 4.04
MS
4.5
Appliances Financing Loan 1 1 16 13 21 4.00
MS
6
Emergency Loan
4 4 17 13 28 3.86
MS
7
Educational Loan
2 3 12
8
27 4.06
MS
3
Express Loan
3 1 11 13 24 4.04
MS
4.5
Credit
4 1 11 18 33 4.12
MS
2
Death Aid Fund
1 2
9
13 28 4.23
MS
1
Over-all Weighted Mean
4.05
MS
Scale
Description
.05 – 1.5
Not Satisfied
1.6 – 2.5
Slightly Satisfied
2.6 – 3.5
Moderately
3.6 – 4.5
Much Satisfied
4.6 – 5.5
Very much Satisfied
a cooperative are benefited by the death aid fund; this is a help in the form of cash given
to a member if a family member dies. If the member himself dies, the aid is given to the
family (the nearest kin). The second highest in weighted mean is credit (WM=4.12). 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. It is more accessible when
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
21
emergency needs arise. Minor or major projects are made possible with the credit from
the cooperative.
The members also expressed much satisfaction in the other kinds of loan like
educational loan, express loan, and emergency loan. They are also much satisfied in
savings and time deposits. The interest rates on savings and time deposits are competitive
with that of other financial institutions like the banks. 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 Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
22
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
Summary
The study covered Philex Community Credit Cooperative. This study aimed to
find out the reasons of members in joining the Philex Community Credit Cooperative; the
expectations of the members upon joining the cooperative and are these expectations
fulfilled; the features of the financial services that members most preferred and the
services availed of from Philex Community Credit Cooperative and what is the perceived
level of satisfaction of members regarding the services offered by the cooperative.
There were 80 respondents comprised by women-employee members of Philex
Credit Cooperative. A survey questionnaire and interview was used to gathered relevant
data and information. The data gathered were tabulated summarized and analyzed using
descriptive statistics like frequency, percentage and weighted mean.
Majority of the respondents were married and were college graduates. Most of the
members were 46 years old and above and were involved in the cooperative for almost 9-
16 years.
The focus of this study was to determine the expectations and assess the level
satisfaction of the women-employee members of Philex Community Credit Cooperative.
As to how they join in the cooperative, majority became member voluntarily.
People became aware of the benefits of the cooperative thus, they just voluntarily walk-in
and applied for membership. Some were influenced by others and they were recruited
during the Pre-membership Education Seminar (PMES).
The primary reasons why the respondents joined the cooperative are to be able to
borrow needed funds during times of need for they believe it is easier to borrow from a
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
23
cooperative rather than a bank or any financial institution. Second reason is to have easy
access to savings deposit. The third reason is to have easy access to time deposits.
Members feel a greater sense of ownership, so they feel more comfortable with the
cooperative and have easier access to savings and time deposits. Third is to gain
knowledge on cooperative through seminars and trainings. Through these , members gain
knowledge on how to manage their income, how to budget, and use borrowed finances
wisely, and how to become entrepreneurs. The other reasons for joining are to contribute
knowledge and skills in the cooperative. Sense of leadership is enhanced and there is an
opportunity to share one’s knowledge and skill in the cooperative.
Upon joining the cooperative, one has its own expectations. Majority of the
respondents expected that the cooperative would provide credit needs. Members expected
that they will be able to avail of this benefits. Second is they expected the cooperative
will help improve their quality of life. Cooperative extends loans that can be used to start
small business. Other expected that the cooperative will provide livelihood projects.
Majority of the respondents are satisfied/fulfilled with their expectations.
It is shown that the respondents like most the feature “amount of loan”. It is
based on the savings and time deposits of the member. If the member desired higher
amount, the member will just have to increase his deposits. The second most desired
feature is the mode of payment. The member-borrower decides to pay whether payroll
deduction or cash installment basis. The third desired feature is the patronage refund. The
more a member patronizes the financial services, the greater the patronage refund . The
least preferred feature is the loan processing. This means that some are satisfied while
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
24
other are not much satisfied with the processing time. The last two in the rank are interest
rate on loan and loan duration.
On the services availed by the respondents, they perceived that they were much
satisfied with the financial services offered by the cooperative. The members are very
much satisfied with the death aid fund. All members were benefited by the death aid
fund. This benefit is in the form of cash given to a member. The second highest is credit.
It is faster and has a lower interest rate than the lending institutions. Members also
expressed much satisfaction in other kinds of loans like educational loan, express loan,
appliances loan and emergency loan. They were also much satisfied in savings thus, they
expressed their satisfaction regarding these services and benefits.
Conclusions
The following conclusions were derived on the basis of the analysis of the
findings of the study:
1. Majority of the women employee-members were at their middle age and were
college graduates and many had been members for more than ten years.
2. Majority of the members joined the cooperative voluntarily.
3. The primary reason of the members in joining the cooperative is to be able to
borrow needed funds during times of need.
4. Majority of the members expected that the cooperative would provide their credit
needs and almost all of them had their expectations met.
5. The members perceived that they were much satisfied with the financial services
of the cooperative. They also expressed much satisfaction in other kinds of loan like
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
25
educational loan, express loan, appliances and emergency loans. The members were also
much satisfied in the savings and time deposit services.
Recommendations
1. The cooperative is giving excellent services to its members as expressed by
the much satisfied members. Therefore, it should maintain its excellent performance or
even surpass it current level of excellence.
2. Since the least preferred feature of the financial service was the loan
processing time and the rate of interest, then the cooperative should try its best to shorten
the loan processing time to improve the satisfaction of the members. The cooperative
may also lower, if it is possible, the interest rate on loan.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
26
LITERATURE CITED
ANGLIGEN, J. 2009. Members’ perceived benefits from the services of Tubao Credit
Cooperative. BS Thesis. Benguet State University, La Trinidad, Benguet.
FAJARDO, F.R. 1999. Agricultural Economics. 4th ed. Rex Book Store. Manila,
Philippines. P. 239.
LEUNG, C. 1993. Development Diary: Return to Cooperatives: Baguio Midland Courier.
Baguio City. Pp. 5-24.
MATHER, J. W. and H. J. PRESTON. 1978. Cooperative Management and
Development. Retrieved September 10, 2008 from http.// www. purdev. usda.gov
REPUBLIC ACT 6938. 1996. Cooperative Code of the Philippines. Manila: PUP
Printing House. PUP Consumers Cooperative. P.20.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
27
APPENDIX A
Survey Questionnaire
Respondent Profile
Name: __________________________________Age:______________
Civil Status: _____________
Educational attainment (pls. check):
( ) elementary level
( ) secondary level
( ) college level
( ) vocational
( ) post college
( ) others specify ________________
Numbers of months/years as members in the cooperative __________________
INSTRUCTIONS: Please put check marks ( ) on the items that correspond to your
answers or write down your answers on the blanks provided if your answer/s not within
the enumerated possible items
1. How did you become a member of Philex Community Credit Cooperative
( ) recruited during PMES
( ) voluntary joined
( ) influenced by others, who? __________________________________
2. Reasons in joining the cooperative (pls. check)
_______ To be able to borrow needed funds during time of needs
_______ To have easy access to savings deposits
_______ To have easy access to time deposit
_______ To gain knowledge on cooperatives through seminars and trainings
_______ To contribute knowledge and skill in the cooperative
_______ Others (pls. specify) ______________________________________
3. What are your expectations from joining cooperative?
_______ Provide credit needs
_______ Provide livelihood project
_______ Help improve quality of life
_______ Others (pls. specify)
Are your expectations met? Yes or No. If No? Why?
4. What are the services of the cooperative that you availed?
_______ Savings and time deposits
_______ Credit
_______ Emergency loan
_______ Educational loan/ Scholarship grants
_______ Appliances loan
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
28
_______ Emergency loan
_______Express loan
_______Death aid fund
_______ If yes how much? ________________________________________
_______ Others (pls. specify) _______________________________________
5.What features of the financial services do you like most? ( Please rank the first three)
Rank 1: Mostly Like
Rank2: Moderately Like
Rank 3: Neutral
Rank 4: Dislike
Rank 5: Not Like at All
Terms and Conditions
1. Interest on rate
2. Amount of loan
3. No. of days of loan processing
4. Mode of payment (Payroll deduction or
Cash installment)
5. Patronage Refund
6. Loan Duration
7. Others (Pls. Specify)
6. How do you rate your level of satisfaction on the financial services of the
Cooperative?
FINANCIAL SERVICES
Not Satisfied
Slightly
Much
Very
Satisfied
Moderately
Satisfied
Much
Satisfied
Saving’s and Time Deposits
Appliances Financing Loan
Emergency Loan
Educational Loan
Express Loan
Credit
Death Aid Fund
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
LIWAYAN, JULIE ANN B. OCTOBER, 2009. Satisfaction Survey of Women
Employee-Members on the Services of Philex Community Credit Cooperative. Benguet State
University, La Trinidad, Benguet.
Adviser: David Joseph L. Bognadon, MSc.
ABSTRACT
The study was conducted at Philex Community Credit Cooperative. This was conducted
to find out the reasons of the respondents in joining the cooperative, determine the expectations of
the respondents upon joining the cooperative and the level of fulfillment of their expectations,
determine the features of the financial services that the respondents like most, and identify the
services offered by the cooperative and determine the level of satisfaction of the respondents.
The study was conducted last January, 2009 with eighty women employee-members as
respondents.
The results showed that the primary reasons why the respondents joined the cooperative
are to be able to borrow needed funds during times of need. The respondents expected the
cooperative to provide their credit needs, help them improve their quality of life, and provide
livelihood projects. Majority had their expectations fulfilled. The feature of the financial service
most preferred by the respondents was the amount of loan and the least preferred was the loan
duration followed by loan interest rate. The services of the cooperative availed by the respondents
were savings and time deposits, appliances financing loan, emergency loan, educational loan,
express loan, credit, and death aid. The respondents were much satisfied from all of these services
of the cooperative.
TABLE OF CONTENTS
Page
Bibliography . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
i
Abstract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
i
Table of Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ii
INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
Background of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
Statement of the Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4
.
Objectives of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5
Importance of the Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5
Scope and Delimitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6
REVIEW OF LITERATURE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7
Theoretical/Conceptual Framework . . . . . . . . . . . . . . . . . . . . . . . . .
9
METHODOLOGY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9
Locale and Time of the Study. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
Respondents of the Study. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
Data Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10
Data Gathered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
Data Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
11
RESULTS AND DISCUSSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
12
General Information about the Respondents . . . . . . . . . . . . . . . . . . .
12
Reasons for Joining the Cooperative . . . . . . . . . . . . . . . . . . . . . . . . .
15
Expectations Upon Joining the Cooperative and
ii
the Fulfillment of Expectations. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
16
Features of the Financial Services Preferred
by the Respondents. . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
18
Perceived Level of Satisfaction of the
Respondents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
19
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
22
Conclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
24
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
25
LITERATURE CITED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
26
APPENDIX
A. Survey Questionnaire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
27
iii
INTRODUCTION
Background of the Study
The year 1964 was the year when the usury trade (5-6 money lenders) increased
tremendously taking advantage of the Philex Mines Corporation employees’ salary takes
home pay. The officers of the Labor Union with their mission and vision of uplifting the
social and economic conditions of the rank and file employees felt the need of organizing
Credit Union or Credit Cooperative as counter part of the Consumers cooperative that
was earlier organized. Early part of 1965, campaign for membership took place and so
with the solicitation of share capital from employees and would be members. In June
1965, about 300 employees joined the Credit Cooperative. With a meager capital
contributed by the members, the officers of the Credit Cooperative requested the
assistance of Philex Management who willingly lent the amount of Five Thousand Pesos
(P5,000) and formed part of the seed capital. In July 1965, the Credit Cooperative opened
for business. The seed capital lent by Philex Mining Corporation was fully paid after six
months of operation. As the years passed, membership equities increased along with
membership growth. Trends had gone upward as manifested by its viability.
The Philex Community Credit Cooperative (PCCCO) today is composed of
employees, officers’ and management staff of the Philex Mining Corporation based at the
mine site in Padcal, Tuba, Benguet. It includes other bonafide residents of Philex Mines
who are of legal age, employees’ dependents like students, pupils, babies who are already
baptized, housewives and house helpers are admitted as associate members. Moreover
civic, Religious and professional organizations within the Mining community may also
be admitted as associate members.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
2
Philex Mining Credit Cooperative has contributed greatly to the social and
economic growth of its members. Through its loaning services and scholarship program,
PCCCO has been instrumental in producing professional young men and women such as
engineers, doctors, nurses, priest, accountants, teachers, architects, and geologist. They
were dependents of members but who are now themselves members and employees of
Philex Mining Corporation. Furthermore, they are active leaders of the community. The
cooperative is serious when it comes to environment concern wherein it supported Philex
Ecological Waste Management and Pest Control Programs, adopt a park program, adopt a
Forest program, Philex Swine Project and other livelihood projects. PCCCO also
contributed in the church building in Philex and the neighboring communities.
PCCO’s livelihood projects came in diversified forms like loom weaving,
knitting, sewing, crocheting, wax-making, hog/chicken raising, sari-sari store dealership,
soap making, medical/herbal plantation, etc. this all embracing project of the Cooperative
is made possible through its productive loan service. Through this loan service, members
were able to put up their individual business, an income that play a vital role in financing
the educational needs of the member’s children and giving them decent means of living,
particularly for the unemployed ones. On its “Adopt a Forest Program”, the management,
officers, staff and members have social and community responsibilities to fulfill. PCCCO
had been into medical missions that included medical, dental, laboratory check-up and
others. The cooperative also conducted socialization activities among its officers and
management staff. They have ballroom dancing thrice a month as an exercise and at the
same time a good bonding among the employees and officers of the cooperative.
Ballroom Dancing is a good pastime, an enjoyable form of exercise, a very popular
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
3
activity. It is so popular that it has evolved from an ordinary “move grove” activity to a
competitive event.
Although this event is doing good for the whole cooperative, the people behind
this successful drive are not limited to such but will continuously search until they find
the deepest sense or meaning of the term SERVICE.
Philex Community Credit Cooperative received many Achievements awards and
Recognition like: 1.) Most Prolific Cooperative Award Top-Grosser Award, Biggest
Investment Award CDA-November 11, 1994; 2.) Millionaire Cooperative Award; 3.)
Plaque of Recognition remittance of highest CETF for years 1990-1992 NATTCO-May,
1993; 4.) Plaque of Recognition –CETF remittance NORLU-May, 1993; 5.) Plaque of
Recognition CETF remittance NORLU-May, 1994; 6.) Certificate of Recognition-May
27, 1993; 7.) Certificate of Appreciation –May 22, 1993; 8.) Plaque of Recognition-
October 1995; 9.) Awarded a Plaque Recognition by CDA as the most Outstanding
Credit Cooperative in Benguet and CAR at the Venus Park View Hotel, Baguio City on
October 23, 1999; 10) Awarded a Plaque of recognition and cash Award as the Most
Outstanding Credit Cooperative in the Philippines CDA-November 13, 1999; 11.) Plaque
of Recognition Most Outstanding Primary Cooperative CDA-October 26, 2000; 12).
Plaque of Recognition by NORWESLU-Most Outstanding Award; 13). Plaque of
Recognition as the “Hall of Famer”-Most Outstanding Credit Recognition –Most
Outstanding Primary Cooperative CDA-November 10, 2001; 14) Plaque of Appreciation
given by NORWESLU-
November 10,2001; and 15). Plaque of Recognition-Hall
of Fame Award for the Most Outstanding.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
4
Philex Community Credit Cooperative is engaged in savings, loan and
investments. It accepts Fixed Deposits and grant loans to its members. PCCCO firmly
believes in the spirit of Cooperativism-Cooperative helping fellow cooperatives, thus it
invests its funds to primaries which are in need.
PCCCO is built not only on the strength of officers, management/staff and
members but most of all on the Unity, Solidarity and Teamwork of each and everyone.
Truly, Philex Community Credit Cooperative is “A work of Man and Gift of God”.
This study was conducted in to determine the level of satisfaction of women
employee-members on the credit services extended by of Philex Community Credit
Cooperative; and find out the reasons why the joined the cooperative; find out their
expectations form the cooperative; determine the features of the financial services that
members like most; identify the services offered by the Cooperative and determine the
level of satisfaction of the members derived from these services.
Statement of the Problem
This study aimed at determining the perceived level of satisfaction of Women
Employee-members on the financial services of Philex Community Credit Cooperative
(PCCCO). Specifically, it sought answers to the following:
1. What are the reasons of the respondents in joining the PCCCO?
2. What are the expectations of the respondents from the Cooperative and are
these expectations fulfilled?
3. What are the features of the financial services that the respondents like most?
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
5
4. What are the services availed of from PCCCO and what is the perceived level
of satisfaction of the respondents regarding the services offered by the
PCCCO?
Objectives of the Study
The study aimed to:
1. Determine the reasons of the respondents in joining the Philex Community
Credit Cooperative.
2. Determine the expectations of respondents upon joining the Cooperative and
the level of fulfillment by the members.
3. Determine the features of the financial services that respondents like most.
4. Identify the services offered by the Cooperative and determine the level of
satisfaction of the respondents derived from these services.
Importance of the Study
The researcher conducted this study for her benefit, the Cooperative and its
members, and the community.
During the phase of the study the researcher gained essential knowledge about
research and about cooperative management which would be relevant to her in the future.
This also served as a training ground for the researcher to smoothen the transition from a
student specializing in Cooperative Management to becoming a professional engaged in
agribusiness.
The outcome of the study would serve as a management reference for the manager
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
6
and board of directors of Philex Community Credit Cooperative to improve the
organization’s services.
The result of this study would also serve as a reference for future researchers.
Scope and Delimitations
This study focused on determining the level of satisfaction of women employee-
members on the financial services of Philex Community Credit Cooperative. The
respondents of the study were the women employee-members of Philex Community
Credit Cooperative. It was conducted from December 2008 to March 2009.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
7
REVIEW OF LITERATURE
There is strength in group Cooperation as demonstrated in many fields of human
endeavor. There are tasks which can be more efficiently performed through group
cooperation than by single individual. A cooperative provides maximum economic
benefits to its members, effective practices and new ideas in business and management,
and allow the lower income groups to increase their ownership in the wealth of the nation
(Leung, 1993).
The Cooperative Code of the Philippines (R.A 6938), states that a cooperative
shall provide goods and services to its members and thus enable them to attain increase
income and savings, investment, productivity and purchasing power and promote among
them equitable distribution of net surplus through maximum utilization of economies of
scale, cost sharing, and risk sharing.
Patronage refund shall be distributed to the members in proportion to their
patronage to the services of the Cooperative. The computation of patronage refund shall
be in accordance with the cooperative policies and by-laws, the R.A 6938. Through the
patronage refund, members are actually saving while using the services of the
cooperative according to the CDA, others benefits derive from the cooperative are:
A. Cooperative members develop the habit of thrift and saving.
B. Cooperative serves as the training for its members in single business
operation, democratic leadership and responsible citizenship.
C. It offers opportunities to its member’s benefits and progress. Purposes that
may redound to their material benefits and progress.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
8
D. A cooperative teaches its members, who make every members a better
individual and a better members of the society.
The way Cooperative members receive economic benefits is by way of
patronizing its services. Members who do not patronize the services of the Cooperative
are not entitled to Patronage refund but are only entitled to interest on their share capital
invested in the Cooperative.
Mather and Preston (1978) mentioned that benefits of cooperatives are difficult to
measure since some are tangible or direct as in case of net margins in savings while
others are intangible or indirect such as the skills acquired or knowledge gained. They
stated that most benefits are evaluated in economic term as well as social improvements.
Fajardo (1999) mentioned that by means of adult education though cooperatives,
poor farmers and fishermen in Antigonish acquired better attitudes and values. Because
of this practice many cooperatives were organized to improve their economic and social
conditions. Their program became successful so that as early as 1930’s many visitors
from all over the world have gone to Antigonish to study its cooperative program for
emulation in their respective places.
Angligen (2009) found in his study that majority of the members of Tubao Credit
cooperative joined the cooperative because they can borrow from the cooperative in times
of financial needs. The members had many expectations from their cooperative like
availing of loan, saving their money in the cooperative, meeting other people, acquiring
skills through trainings and seminar. He found that all of these expectations of the
members were all met by the cooperative.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
9
Theoretical/Conceptual Framework
There is strength in group cooperation as demonstrated in many fields of human
endeavor. There are tasks which can be more efficiently performed through group
cooperation than by single individual. A cooperative provides maximum economic
benefits to its members, effective practices and new ideas in business and management,
and allow the lower income groups to increase their ownership in the wealth of the nation
(Leung, 1993).
It is along this framework that this study was conceptualized.
An individual who becomes a member of the cooperative considers some things
such as: reasons for joining, expectations of members, and services of the cooperative
and its features. These comprise the input or independent variables of the study.
The dependent variable is the level of satisfaction of the members of PCCCO.
The interplay of the variables of the study is shown in diagram.
Paradigm of the Study
Independent Variables
Dependent Variable
Reasons for joining PCCCO
Satisfaction of the
Expectations of Members
members of PCCCO
Services offered by PCCCO
And their features
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
10
METHODOLOGY
Locale and Time of the Study
The study was conducted in Philex Community Credit Cooperative based at
the mine site in Padcal, Tuba, Benguet January, 2009. Philex is one of the barangays of
Tuba in the Province of Benguet. It is one of the leading mine sites in Benguet.
Respondents of the Study
The respondents of the study were the women employee-members of the
Cooperative. Eighty members from among 150 women employee-members were
randomly chosen as respondents based on the year of membership in the Cooperative.
Data Collection
The researcher used both the primary and secondary sources of data in gathering
relevant information for this study. The data were obtained utilizing the prepared survey
questionnaire. The questionnaire was divided into three parts. An introductory letter
explaining the purpose of the study and confidentiality of the information given was
attached to the questionnaire. The first part of the questionnaire comprised the profile of
the respondents. The second part includes questions that are significant in answering the
first three specific problems of the study. The third part deals with the financial services
offered by PCCCO. A five point Likert scale questionnaire was utilized to quantify the
level of satisfaction derived from services offered by PCCCO as perceived by the
respondents.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
11
Data Gathered
Inorder to answer the objectives of the study the following data were collected:
socio demographic profile of the respondents, reasons of the respondents in joining the
cooperative, their expectations from the cooperative, the level of fulfillment of their
expectations, the features of the financial services liked most by the respondents, and the
level of satisfaction derived by 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 PCCCO,
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 PCCCO, 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.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
12
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:
Scale
Description
Statistical Limit
1
Not Satisfied
1.00 – 1.79
2
Slightly Satisfied
1.80 – 2.59
3
Moderately Satisfied
2.60 - 3.39
4
Much Satisfied
3.40 – 4.19
5
Very Much Satisfied
4.20- 5.00
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
13
RESULTS AND DISCUSSION
This chapter presents the data gathered by the researcher related to the study. Also
presented are the analyses and interpretations of the collected data. The focus of this
study was to determine the expectations and asses the level of satisfaction of the
employee- members on the services of Philex Community Credit Cooperative.
General Information About the Respondents
The general information about the respondents included their age, civil status,
educational attainment, and years of membership in the cooperative. These information
are presented in Table 1.
Age. The frequency distribution of the respondents according to age shows that
42.5% were 46 years old and above. Thirty five percent were 37 – 45 years old and
22.5% were 28-36 years old. This finding shows that majority of the respondents were
above forty years old.
Civil status. There were 97.5% of the respondents married and 2.5% were
widowed. It can be concluded that majority of the respondents involved in the
cooperative are married.
Educational attainment. The table shows that 77.5% of the respondents are
college level or graduated from college, 16.25% are high school graduate or secondary
level, 6.25% are elementary level or graduated from elementary. This finding shows that
all the respondents have formal education and that majority of them reached college.
Years of membership. According to years of membership in PCCCO, 38.75% had
9-16 years with the cooperative, and 35% had 17-24 years, and 17.5% had been 1-8 years
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
14
Table 1. General profile of the respondents
PARTICULAR
FREQUENCY
PERCENTAGE
Age
28-36
18
22.50
37-45
28
35.00
46 and above
34
42.50
TOTAL
80
100.00
Civil Status
Married
78
97.50
Widow
2
2.50
TOTAL
80
100.00
Educational Attainment
Elementary level
5
6.25
High school level
13
16.25
College level
62
77.50
TOTAL
80
100.00
Years of Membership
1 – 8
14
17.50
9 – 16
31
38.75
17 – 24
28
35.00
25 and above
7
8.75
TOTAL
80
100.00
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
15
Table 1. Continued …
PARTICULAR
FREQUENCY
PERCENTAGE
How they Became Members
Recruited during PMES
12
15
Voluntary joined
56
70
Influenced by others
12
15
TOTAL
80
100
with PCCCO. This finding shows that majority were members of the cooperative for
more than ten years.
How the respondents became a member. Based on the gathered data, 70% became
members voluntarily. Cooperatives are found everywhere so people are becoming more
aware of the benefits of joining a cooperative, thus they just voluntarily walk in. Some
were influenced by others 15% and others were recruited during the Pre-membership
education seminar (PMES) 15%.
Reasons for Joining the Cooperative
Table 2 presents the reason why the respondents joined the cooperative. According
to rank, the primary reason was to be able to borrow needed funds during times of need
with 92.31%. Interviewing 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. The second reason was to have easy access to savings deposits with
56.41%, the third reason was to have easy access to time deposit with 28.21%. Members
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
16
Table 2. Reasons why they became members of the cooperative
REASONS
FREQUENCY PERCENTAGE
To be able to borrow needed funds during times of
need
72
92.31
To have easy access to savings deposits
44
56.41
To have easy access to time deposits
22
28.21
To gain knowledge on cooperative through seminars
and trainings
22
28.21
To contribute knowledge and skill in the cooperative
14
17.95
feel a greater sense of ownership, so they feel more comfortable with the cooperative and
have easier access to savings and time deposits. The third reason is to gain knowledge on
cooperative through seminars and trainings with 28.21%. There were many seminars and
trainings for the members of the cooperative; through these, the members gained
knowledge on how to manage their meager income, how to budget wisely, how to borrow
and use finances wisely, how to become entrepreneurs, and the like. The other reason for
joining is to contribute knowledge and skill in the cooperative with 17.95%. Sense of
leadership is enhanced in the cooperative since the board of directors and managers come
from the members themselves, thus, there is an opportunity to share one’s knowledge and
skill in the cooperative.
Expectations Upon Joining the Cooperative and
the Fulfillment of Expectations
Table 3 show the frequency distribution of the expectation of the members of the
cooperative. Of the eighty respondents, 64.10% expected that the cooperative would
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
17
provide their credit needs. It is common knowledge that a credit 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. About 63% expected that the
cooperative will help them improve quality of life; the cooperative extends loans that can
be used to start a small- scale business, thus it is expected that the quality of life of the
member will improve provided the business is managed wisely, or the borrowed money is
used productively. About 28% expected that the cooperative will provide livelihood
projects. Ninety five percent of the respondents were fulfilled with their expectations
upon joining the cooperative. Only 5% were not fulfilled or their expectations were not
meet.
This finding shows that almost all the respondents’ expectations were satisfied by
the cooperative.
Table 3. Expectations upon joining the cooperative
PARTICULAR
FREQUENCY PERCENTAGE
Expectations
Provide credit needs
50
64.10
Help improve quality life
22
28.21
Provide livelihood project
49
62.82
Are expectations fulfilled?
Yes
76
95.00
No
4
5.00
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
18
Features of the Financial Services Preferred
by the Respondents
Table 4 shows the preferred features of the financial services offered by PCCCO
according to rank.
It is shown that the respondents like most the feature ‘amount of loan’. The
amount of loan is based on the share capital of the member, and their savings and time
deposits. So if a higher loan is desired, the member will just have to increase his share
capital and deposits. The second most desired feature is the mode of payment. In the
cooperative, the member- borrower decides the mode of payment whether payroll
deduction or cash installment, so it is flexible and aligned with the borrower’s capacity to
pay. The third desired feature is patronage refund. This is based on the amount of loans
and services availed of; the more a member patronizes the financial services, the greater
the patronage refund. The fourth desired feature is the number of days of loan processing.
This is not the most preferred which means that some are satisfied , others are not much
satisfied with the processing time. The last two in the ranks were interest rate on loans
and loan duration. Though loan interest is undesirable, this is indispensable- in all
financial institutions; all loans have to earn interest. The loan duration is flexible
depending on the amount of loan and the length of membership, however, the maximum
period of payment cannot be dictated by the member because it cannot go beyond the
maximum allowable period.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
19
Table 4. Preferred features of the services
FEATURES
POINTS
RANK
1. Interest rate on loan
147
5
2. amount of loan
223
1
3. no. of days of loan processing
163
4
4. mode of payment (Payroll deduction or Cash
installment)
193
2
5. Patronage refund
174
3
6. Loan duration
118
6
Perceived Level of Satisfaction of the Respondents
Table 5 shows the financial services availed of and the perceived level of
satisfaction of the members on the services offered by the Philex Community Credit
Cooperative. To answer the third specific problem, the following services were availed
by the members of PCCCO: savings and time deposits, appliances financing loan,
emergency loan, educational loan, express loan, credit, and death aid fund. The main
reason for joining the cooperative as reveled by the answer to the first problem was to
borrow money. It is shown in this part of the survey that most of the services availed of
are loans. The savings and time deposits are considered barometers to determine the
amount of loan that could be granted to the member- borrower.
Based from the results, the respondents perceive that they were much satisfied
with the financial services offered by the cooperative (over-all WM = 4.05). The
members were very much satisfied with the death aid fund (WM = 4.23). All members of
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
20
Table 5. Perceived level of satisfaction of the respondents
FINANCIAL SERVICES 1 2 3 4 5 WM DESCRIP- Rank
TION
Savings and time deposits
3 1 17 19 31 4.04
MS
4.5
Appliances Financing Loan 1 1 16 13 21 4.00
MS
6
Emergency Loan
4 4 17 13 28 3.86
MS
7
Educational Loan
2 3 12
8
27 4.06
MS
3
Express Loan
3 1 11 13 24 4.04
MS
4.5
Credit
4 1 11 18 33 4.12
MS
2
Death Aid Fund
1 2
9
13 28 4.23
MS
1
Over-all Weighted Mean
4.05
MS
Scale
Description
.05 – 1.5
Not Satisfied
1.6 – 2.5
Slightly Satisfied
2.6 – 3.5
Moderately
3.6 – 4.5
Much Satisfied
4.6 – 5.5
Very much Satisfied
a cooperative are benefited by the death aid fund; this is a help in the form of cash given
to a member if a family member dies. If the member himself dies, the aid is given to the
family (the nearest kin). The second highest in weighted mean is credit (WM=4.12). 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. It is more accessible when
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
21
emergency needs arise. Minor or major projects are made possible with the credit from
the cooperative.
The members also expressed much satisfaction in the other kinds of loan like
educational loan, express loan, and emergency loan. They are also much satisfied in
savings and time deposits. The interest rates on savings and time deposits are competitive
with that of other financial institutions like the banks. 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 Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
22
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
Summary
The study covered Philex Community Credit Cooperative. This study aimed to
find out the reasons of members in joining the Philex Community Credit Cooperative; the
expectations of the members upon joining the cooperative and are these expectations
fulfilled; the features of the financial services that members most preferred and the
services availed of from Philex Community Credit Cooperative and what is the perceived
level of satisfaction of members regarding the services offered by the cooperative.
There were 80 respondents comprised by women-employee members of Philex
Credit Cooperative. A survey questionnaire and interview was used to gathered relevant
data and information. The data gathered were tabulated summarized and analyzed using
descriptive statistics like frequency, percentage and weighted mean.
Majority of the respondents were married and were college graduates. Most of the
members were 46 years old and above and were involved in the cooperative for almost 9-
16 years.
The focus of this study was to determine the expectations and assess the level
satisfaction of the women-employee members of Philex Community Credit Cooperative.
As to how they join in the cooperative, majority became member voluntarily.
People became aware of the benefits of the cooperative thus, they just voluntarily walk-in
and applied for membership. Some were influenced by others and they were recruited
during the Pre-membership Education Seminar (PMES).
The primary reasons why the respondents joined the cooperative are to be able to
borrow needed funds during times of need for they believe it is easier to borrow from a
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
23
cooperative rather than a bank or any financial institution. Second reason is to have easy
access to savings deposit. The third reason is to have easy access to time deposits.
Members feel a greater sense of ownership, so they feel more comfortable with the
cooperative and have easier access to savings and time deposits. Third is to gain
knowledge on cooperative through seminars and trainings. Through these , members gain
knowledge on how to manage their income, how to budget, and use borrowed finances
wisely, and how to become entrepreneurs. The other reasons for joining are to contribute
knowledge and skills in the cooperative. Sense of leadership is enhanced and there is an
opportunity to share one’s knowledge and skill in the cooperative.
Upon joining the cooperative, one has its own expectations. Majority of the
respondents expected that the cooperative would provide credit needs. Members expected
that they will be able to avail of this benefits. Second is they expected the cooperative
will help improve their quality of life. Cooperative extends loans that can be used to start
small business. Other expected that the cooperative will provide livelihood projects.
Majority of the respondents are satisfied/fulfilled with their expectations.
It is shown that the respondents like most the feature “amount of loan”. It is
based on the savings and time deposits of the member. If the member desired higher
amount, the member will just have to increase his deposits. The second most desired
feature is the mode of payment. The member-borrower decides to pay whether payroll
deduction or cash installment basis. The third desired feature is the patronage refund. The
more a member patronizes the financial services, the greater the patronage refund . The
least preferred feature is the loan processing. This means that some are satisfied while
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
24
other are not much satisfied with the processing time. The last two in the rank are interest
rate on loan and loan duration.
On the services availed by the respondents, they perceived that they were much
satisfied with the financial services offered by the cooperative. The members are very
much satisfied with the death aid fund. All members were benefited by the death aid
fund. This benefit is in the form of cash given to a member. The second highest is credit.
It is faster and has a lower interest rate than the lending institutions. Members also
expressed much satisfaction in other kinds of loans like educational loan, express loan,
appliances loan and emergency loan. They were also much satisfied in savings thus, they
expressed their satisfaction regarding these services and benefits.
Conclusions
The following conclusions were derived on the basis of the analysis of the
findings of the study:
1. Majority of the women employee-members were at their middle age and were
college graduates and many had been members for more than ten years.
2. Majority of the members joined the cooperative voluntarily.
3. The primary reason of the members in joining the cooperative is to be able to
borrow needed funds during times of need.
4. Majority of the members expected that the cooperative would provide their credit
needs and almost all of them had their expectations met.
5. The members perceived that they were much satisfied with the financial services
of the cooperative. They also expressed much satisfaction in other kinds of loan like
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
25
educational loan, express loan, appliances and emergency loans. The members were also
much satisfied in the savings and time deposit services.
Recommendations
1. The cooperative is giving excellent services to its members as expressed by
the much satisfied members. Therefore, it should maintain its excellent performance or
even surpass it current level of excellence.
2. Since the least preferred feature of the financial service was the loan
processing time and the rate of interest, then the cooperative should try its best to shorten
the loan processing time to improve the satisfaction of the members. The cooperative
may also lower, if it is possible, the interest rate on loan.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
26
LITERATURE CITED
ANGLIGEN, J. 2009. Members’ perceived benefits from the services of Tubao Credit
Cooperative. BS Thesis. Benguet State University, La Trinidad, Benguet.
FAJARDO, F.R. 1999. Agricultural Economics. 4th ed. Rex Book Store. Manila,
Philippines. P. 239.
LEUNG, C. 1993. Development Diary: Return to Cooperatives: Baguio Midland Courier.
Baguio City. Pp. 5-24.
MATHER, J. W. and H. J. PRESTON. 1978. Cooperative Management and
Development. Retrieved September 10, 2008 from http.// www. purdev. usda.gov
REPUBLIC ACT 6938. 1996. Cooperative Code of the Philippines. Manila: PUP
Printing House. PUP Consumers Cooperative. P.20.
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
27
APPENDIX A
Survey Questionnaire
Respondent Profile
Name: __________________________________Age:______________
Civil Status: _____________
Educational attainment (pls. check):
( ) elementary level
( ) secondary level
( ) college level
( ) vocational
( ) post college
( ) others specify ________________
Numbers of months/years as members in the cooperative __________________
INSTRUCTIONS: Please put check marks ( ) on the items that correspond to your
answers or write down your answers on the blanks provided if your answer/s not within
the enumerated possible items
1. How did you become a member of Philex Community Credit Cooperative
( ) recruited during PMES
( ) voluntary joined
( ) influenced by others, who? __________________________________
2. Reasons in joining the cooperative (pls. check)
_______ To be able to borrow needed funds during time of needs
_______ To have easy access to savings deposits
_______ To have easy access to time deposit
_______ To gain knowledge on cooperatives through seminars and trainings
_______ To contribute knowledge and skill in the cooperative
_______ Others (pls. specify) ______________________________________
3. What are your expectations from joining cooperative?
_______ Provide credit needs
_______ Provide livelihood project
_______ Help improve quality of life
_______ Others (pls. specify)
Are your expectations met? Yes or No. If No? Why?
4. What are the services of the cooperative that you availed?
_______ Savings and time deposits
_______ Credit
_______ Emergency loan
_______ Educational loan/ Scholarship grants
_______ Appliances loan
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
28
_______ Emergency loan
_______Express loan
_______Death aid fund
_______ If yes how much? ________________________________________
_______ Others (pls. specify) _______________________________________
5.What features of the financial services do you like most? ( Please rank the first three)
Rank 1: Mostly Like
Rank2: Moderately Like
Rank 3: Neutral
Rank 4: Dislike
Rank 5: Not Like at All
Terms and Conditions
1. Interest on rate
2. Amount of loan
3. No. of days of loan processing
4. Mode of payment (Payroll deduction or
Cash installment)
5. Patronage Refund
6. Loan Duration
7. Others (Pls. Specify)
6. How do you rate your level of satisfaction on the financial services of the
Cooperative?
FINANCIAL SERVICES
Not Satisfied
Slightly
Much
Very
Satisfied
Moderately
Satisfied
Much
Satisfied
Saving’s and Time Deposits
Appliances Financing Loan
Emergency Loan
Educational Loan
Express Loan
Credit
Death Aid Fund
Satisfaction Survey of Wom en Employee-Members on the Services of Philex
Community Credit Cooperative / Julie Ann B. Liwayan. 2009
Document Outline
- Satisfaction Survey of WomenEmployee-Members on the Services of Philex Community Credit Cooperative
- BIBLIOGRAPHY
- ABSTRACT
- TABLE OF CONTENTS
- INTRODUCTION
- Background of the Study
- Statement of the Problem
- Objectives of the Study
- Importance of the Study
- Scope and Delimitations
- REVIEW OF LITERATURE
- METHODOLOGY
- RESULTS AND DISCUSSION
- General Information About the Respondents
- Reasons for Joining the Cooperative
- Expectations Upon Joining the Cooperative andthe Fulfillment of Expectations
- Features of the Financial Services Preferredby the Respondents
- Perceived Level of Satisfaction of the Respondents
- SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
- LITERATURE CITED
- APPENDIX