Social responsibility practices and customer satisfaction among cooperatives in MABAMA Davao del Sur

Abstract

It is the primary concern of cooperatives to maintain a high level of customer satisfaction. Relatively, the application of social responsibility has been shown to help increase satisfaction of customers. Customers tend to be satisfied with the services when cooperatives operate and apply the dimensions of social responsibility. This study was conducted to determine which domain in the social responsibility practices significantly influences the customer satisfaction among cooperatives from selected municipalities (Matanao, Bansalan, and Magsaysay) in Davao del Sur, Philippines. The study used quantitative, non-experimental research design using correlation techniques. The respondents of the study were the 120 customers among six cooperatives determined using the stratified random sampling procedure. Mean, Pearson r, and Regression Analysis were used as statistical tools. The result showed that both social responsibility practices and customer satisfaction among cooperatives were very high. Data also showed that there was a significant relationship between social responsibility practices and customer satisfaction. Furthermore, in their singular capacities, ethical, legal and philanthropic responsibilities can significantly influence customer satisfaction and among these three domains, the ethical responsibility is the best predictor in its singular capacity based on the beta standardized coefficients. The results imply that the cooperatives should focus on maintaining and improving social values, ethical norms and standards, moral norms and expectations that reflect a concern for what customers, employees, shareholders and the community regards as fair and just. Cooperatives should adhere to the legal and regulation requirements to endure honor of the organization.