Role of digital services in enhancing customer satisfaction among microfinance clients in Laguna Province

This research investigated the impact of digital services on customer satisfaction among microfinance clients in Laguna Province, Philippines. Data were collected from 200 respondents utilizing a descriptive-quantitative approach via a structured survey and evaluated by descriptive statistics and one-way ANOVA. The findings indicated that most respondents were middle-aged, married, and had moderate tenure as microfinance users. Clients conveyed substantial consensus that digital services are advantageous, user-friendly, and beneficial for financial management, while actual utilization was somewhat tempered by differing degrees of digital confidence. Customer satisfaction received good ratings in terms of reliability, responsiveness, and assurance, with convenience and security identified as the primary factors influencing satisfaction. The ANOVA outputs revealed that perceptions and satisfaction with digital services were not significantly diverse across different age groups, civil status, or microfinance involvement periods, aside from perceived usefulness which manifested statistically significant difference based on civil status. The study establishes that digital services significantly enhance client experience and overall consumer satisfaction with microfinance despite demographic variations. It recommends further improvement of digital literacy programs, service responsiveness, system dependability and security observation, and tailoring services to family-based financial requirements. The study contributes to the literature proving that technology-based microfinance results in inclusive financial institutions and fortifies client trust.