Satisfaction on Short-Term Loan Practices of Home Development (PAG-IBIG) Mutual Fund

Abstract

This study aimed to know the level of satisfaction on Short-Term Loan practices of Home Development (Pag-IBIG) Mutual Fund by its member-borrowers. The researcher used a descriptive method of research. The respondents were 150 members of the Fund availed short-term loan and had an active account in Housing Branch at Shaw Boulevard, Mandaluyong City. The study utilized Frequency Distribution, Percentage, Weighted Mean, One-Way Analysis of Variance, T-Test, and Ranking as statistical tools, and used survey questionnaire as the main research instrument. The respondents were mostly aged between 26 to 35 years old, male, single, member for 2 to 6 years, availed one time of Multi-Purpose Loan allotted for health and wellness. This study showed that the respondents’ satisfaction on Short-Term Loan practices in terms of Accessibility of Information, Efficiency of Availment Process, Convenience on Re-payment, and Reliability of Loan and Assistance, were all verbally interpreted as “Satisfied”. There were no significant differences in the assessments when grouped according to the respondents’ profile except when grouped according to sex and type of short-term loan availed where there were significant differences. The researcher recommended the Fund to invest in advertisements focused on the benefits of Short-Term Loan programs thru social media, get feedbacks from the borrowers to determine and appropriately attend the factors for improvement, increase partnership with the collecting agencies catering online services and mobile payment/transactions, implement system-based validation and processes, and provide proper trainings and seminars for their front-line and call center services to maintain and achieve quality service.