Organizational Climate and Customer Relationship Management in a Cooperative

Abstract

Members are the primary customers and lifeblood of multi-purpose cooperatives. This study aimed to determine the extent of organizational climate and customer relationship management among members of a Multi-Purpose Cooperative in Negros Occidental. This study is anchored in Social Exchange Theory and Relationship Management theory. The researchers conducted a quantitative study between November 2021 and March 2022 with 347 members. The researchers used descriptive, comparative, and correlational methods. The result indicates a great extent in both organizational climate and customer relationship management based on the responses of the members. The study found a high association between organizational climate and customer relationship management. The researchers conclude that the multi-purpose cooperatives emphasized the benefits and well-being of their members which enhances their organizational climate perspective by providing quality and innovative service through customer relationship management.