Citation:

Octobre, Albert, Legorio, Helen Grace. "The Impact of Service Quality on Members’ Satisfaction with Selected Multipurpose Cooperatives in Davao City, Philippines" International Research Journal of Economics and Management Studies, Vol. 4, No. 10, pp. 141-153, 2025. Crossref. http://doi.org/10.56472/25835238/IRJEMS-V4I10P118

Abstract:

This research aims to determine the effect of service quality on members' satisfaction in selected multipurpose cooperatives in Davao City despite the operational problems, such as decreasing loan renewal transactions, lower participation, and high interest rates. This was brought about by a quantitative descriptive-correlational research design and the extraction of data from 368 randomly selected associate members, collected with the use of an adapted and modified SERVQUAL and MUSA-based questionnaire. In addition, the results demonstrate that all five dimensions of SERVQUAL have a highly significant impact on satisfaction (p < 0.001), with assurance (β=0.875) and responsiveness (β=0.382) being the most important predictors, followed by tangibles(β=0.264) and empathy (β= 0.126), whereas reliability showed a negative influence (β =− 0.334), implying demanding expectations related to service consistency. According to the MUSA investigation, high satisfaction was achieved in general (overall mean=4.53), with access and personnel being scored highest (mean=4.77), followed by service and image (mean=4.68), and products scoring lowest (mean=3.57). In the performance vs. importance grid, access, staff, and service were located in “Keep Up the Good Work”, image in “Concentrate Here”, and physical product\elicdr:eprioritized.” Ultimately, the research demonstrates that assurance, responsiveness, and accessibility are significant contributors to satisfaction, whereas focusing on improving product offerings and image of the cooperative is critical to maintaining trust with members, which is required to facilitate long-term growth.

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Keywords:

Cooperatives, Member Satisfaction, MUSA, SERVQUAL, Philippines.