Members’ Satisfaction of Products and Services and Effectiveness of Microfinance Institutions Dapitan City

Abstract

This study aimed to determine the level of members’ satisfaction with the products and services of microfinance institutions and their effectiveness in Dapitan City during Calendar Year 2024. Using the descriptive-correlational research design, the study involved one hundred (100) respondents. The data were analyzed using the weighted mean, standard deviation, and Pearson Product-Moment Correlation Coefficient. The results showed that the respondents were very satisfied with the products offered, specifically loan application and loan features, as well as with the services offered, including customer service and non-financial services. Moreover, the respondents perceived the effectiveness of the products and services of microfinance institutions as moderate in terms of personal status and business status, and to a great extent in terms of financial status. “The study revealed that there was no significant relationship between the level of satisfaction with microfinance institutions’ products offered and the effectiveness of their products and services.”In light of these findings, future researchers are encouraged to undertake longitudinal studies to examine the long-term impact of microfinance services.