Keywords
client retention
client satisfaction
conflict management
cooperative
How to Cite
Abstract
Cooperatives are valuable economic stimuli in the Philippines, contributing to fast economic growth since cooperatives can inject funds and resources that may use in the market. Client relation helps 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 with a total number of 40 cooperatives involved. Four types of registered cooperatives compliant under 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 highly employ client relation practices inside 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 are still needed to have 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.
References
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