Performance Appraisal of Selected Money Remittance Centers in the Philippines: Inputs in Improving Customer Loyalty and Satisfaction

Abstract

The study evaluated the performance appraisal remittance centers in the Philippines as inputs to improve customer satisfaction and loyalty. The descriptive method with the quantitative design was used with 360 respondents purposively chosen. The survey questionnaire is the main instrument, validated by four clients of the remittance center and financial institution. A 5-point Likert’s Scale was used as a scoring instrument. Frequency and percentage were used to determine the demographics of respondents while weighted mean was used to determine the average responses of the respondents. Findings showed that male customers often send money transfers compared to female customers. There was no significant difference in terms of performance appraisal among three remittance centers. Respondents rated the performance of three remittance centers in terms of the delivery of their services as Above Average Performing. Results showed that there was no significant difference in the performance offered by the three selected Remittance Centers; thus, they have the same level of performance and service. A digital solution, strategic marketing, training, and other research are recommended to improve performance of remittance centers in the Philippines.