Home⇛Journal of Education, Management, and Development Studies⇛vol. 4 no. 3 (2024)

Cooperatives on Focus: The Case of Client Relation Practices in The Province of Cavite

Xavier Lawrence D. Mendoza | Shaine M. Dumagat | Arjie L. Andales | Kym Herrin V. Piralta

Discipline: human resource management

 

Abstract:

Cooperatives are valuable economic stimuli in the Philippines, contributing to fast economic growth since cooperatives can inject funds and resources that can be used in the market. Client relations help handle client conflicts properly and build customer retention and satisfaction, which may result in long-term relationships. The researchers conducted this study to determine the client relation practices of cooperatives in the province of Cavite. A descriptive approach was used to determine the cooperatives' client relation practices and their challenges in employing client relations. The researchers used convenience sampling in the study, and a total of 40 cooperatives were involved. Four types of registered cooperatives complying with the Cooperative Development Authority (CDA) are chosen: credit, consumer, producer, and multipurpose cooperatives. The result of the study revealed that the participants were able to employ client relations practices within the organization, yet cooperatives still encountered some challenges in employing client relations in terms of client conflict management, client retention, and client satisfaction. The researchers conclude that cooperatives were able to determine where to focus on dealing with client conflicts and increase client retention, as well as the satisfaction of their clients. However, the cooperative's client relations practices still need an in-depth re-evaluation for improvement and stabilization. This study recommends that cooperatives should adopt more effective client relation practices to sustain their operation and keep their relationship with their clients much longer.



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