Dimensions of service quality of multipurpose cooperatives in Southern Mindanao Region, Philippines: A multivariate approach

Abstract

The study endeavored to identify the measures of service quality of multipurpose cooperatives in Digos City. The study followed a sequential exploratory design implemented using survey method involving 367 active members of multi-purpose cooperatives (response rate of 91.75%) responding on a 48-item scale of developed service quality. In analyzing the data, exploratory factor analysis was used with principal components analysis to extract the number of dimensions. Results revealed four measures can be extracted from the 48 items submitted for exploratory factor analysis, named as accommodation and reliability, assurance and empathy, accessibility, and service efficiency. Implications on the utility of the framework developed from the analysis were discussed, as well as the context and applicability of the measures for other institutions.