ABSTRACT human resource, and external financial resources from




            The study
examined the quality and welfare dimensions of Guadalupe Community
Multi-Purpose Cooperative’s (GCMPC) microfinancing operations in order to
formulate appropriate strategies or interventions. The objectives of the study
were achieved by adapting both qualitative and quantitative method of research.
Further, a case study approach was adapted by the researcher to be able to
gather substantial experience from the members of the cooperative which is also
supported by the gathered numeric or quantitative data to derive a relationship
between customer satisfaction and the existing microfinance of GCMPC.


            Review of related literature was
made with the following topics: (1) Microfinance System; (2) Grameen Bank Model
and GB Method of Operation; (3) Microfinance in the Philippines; (4) Guadalupe
Community Multi-Purpose Cooperative (GCMPC); (5) State of Financial Inclusion
in the Philippines; (6) Financial Development and Economic Growth; (7) Defining
Financial Inclusion; (8) Determining Data Needs: Demand-side and Supply-side
data; (9) Variables needed to answer policy questions; (10) Microfinance
Product; (11) Quality Dimension; (12) Welfare Dimension; (13) Factors Affecting
Quality and Welfare Dimension; and (14) Microfinance Operations Strategy. The
theoretical framework utilized for this study was the Dimensions of Financial
Inclusion (AFI, 2011).


            The survey was conducted on
July-August 2016 within the covered six chapters of the cooperative which is
part of Cebu City, Philippines. Furthermore, interviews were also performed to
document the business experience of randomly selected member-entrepreneurs of
the cooperative.


            The study found out
that most respondents were satisfied with the quality and welfare dimensions of
GCMPC’s microfinance program. Based from the findings, the top three factors
affecting quality dimension is cooperative’s available internal financial
resources, quality of human resource, and external financial resources from
donor or fund agencies. Meanwhile, the top three factors affecting welfare
dimension is education of respondent/borrower, duration of using microfinance
program, and value of loans availed.


study recommends that the proposed strategies or interventions in Chapter 5
should be discussed to the Loans Department, Credit Committee (CRECOM),
Audit Inventory Committee (AICOM), Accounting and Cashier Department, and the
General Manager. In addition, for future studies, the researcher suggests a
time-series analysis for the usage, quality and welfare dimensions of
microfinance and a comparative study of microfinance system from different