Assessment On The Service Quality Of Taytay Sa Kauswagan, Inc. (Tski)
Volume 1 - Issue 4, October 2017 Edition
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Author(s)
Bendalyn M. Landicho
Keywords
Microfinance, Service Quality, MFI, TSKI, Service Gap
Abstract
Microfinance is the practice of providing credit, insurance, savings, and other financial services to very poor clients who are unable to avail of such services from traditional banks and insurance companies. Microfinance gives them the tools to start small businesses and generate income, to move up the economic ladder and become self-sufficient. Service quality is determined by what the customers perceive. Very often, companies define service quality apart from what the customers perceive of the quality. The purpose of this study is to assess the service quality of Taytay sa Kauswagan, Inc. To meet the purpose, the descriptive method was utilized in the study. The researcher conducted library research for research literature as well as the browsing the internet. Focus Group Discussion was also used to determine the problems met by TSKI clients. After the analysis of data gathered, the researcher came up with the following findings. Most of the respondents are female, ages 45 – 54 years of age, belong to family with 4-5 members, married, able to finish their secondary level of education, and have no job. All assessments being considered on service quality of MFIs using its dimensions are indicative of differences or negative gap scores implying that the expectations are not met by these MFIs in delivering quality service to their clients. The common problems of the MFI’s clients are related to the behavior of MFI employees and co-members, MFI facilities and policies. The researcher proposed an institutionalized customer service program that may intervene to upgrade the customer satisfaction of clients through service quality.
References
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