In this chapter, the data gathered from the members of the PCCW Credit Union interviewed in Hong Kong are presented and analyzed. This chapter discusses the results of the survey and interview responded by 60 members in the said locale of the study.
Prior to the initiation of the survey process, the purpose, the significance and objectives of the study were relayed to the participants. They were also assured that all the information they had provided are solely for the purpose of the study while their identities would remain confidential. All questions asked in the interview and structured questionnaire pertain only to the respondents’ insights on the efficacy of service and benefits that they see Athens is providing.
For a clearer presentation, the findings of the survey are presented in graphs and tables. To give an appropriate flow of discussion, findings are also divided into sections. Section one gives a summary of the demographic profile of the participants used in the study. This profile was categorized according to the respondents’ age, gender and employment status. The discussion of the facilities in Athens as described by the respondents is presented on the second section. On the third section, focus is on the respondents’ response to the status of the features offered in Athens. Section four presents the assessment of the respondents in relation to the quality of the services they receive in Athens. In this section, focus is also concentrated on the respondents’ overall satisfaction on the benefits and services offered by Athens. Finally, section five will present the overall analysis of the data gathered in the semi-structured interview pertaining to the visitors’ concrete experiences, satisfaction level as well as their suggestion on how current tourist features and services may be improved.
As seen on the table, the respondents were equally divided according to the three categories as selected by the researcher. This is for the purpose of giving an equal representation of the respondents regarding the subject matter. Since the research could not afford for a much bigger sample due to time and budgetary constraints, the equal representation of respondents can represent the significant sample categories.
Section 2: Credit Union Development Status
1) There is positive development that is happening in the credit union sector of Hong Kong.
As all of the respondents of the study were from PCCW Credit Union, the way they perceived the quality of pool facilities appeared to be varied. In Figure 1, although a greater number of respondents said that there is positive development that is happening in the credit union sector of Hong Kong, the results of the participants’ responses seemed to be slightly well-distributed among the survey choices given.
Generally, the participants of the study evaluated that environmental changes significantly affect the development of the credit union sector in Hong Kong. They did consider environmental changes as a potential threat to the development of the credit union sector in Hong Kong. majority of the respondents strongly agreed that environmental changes significantly affect the development of the credit union sector in Hong Kong. In fact, during the interview, most of the respondents commonly observed this factor.
Section 3: Credit Union Features Status
1) The PCCW Credit Union efficiently and fairly offers sharing accounts to their members.
Credit union members are able to quickly feel at ease when the services and benefits they receive from their credit union are helpful and useful to them. As this survey revealed, the management of PCCW Credit Union was doing a relatively good job in making sure that their members are guaranteed of being able to open sharing accounts within the credit union. For the percentage distribution of the participants’ replies.
2) The PCCW Credit Union efficiently and fairly offers share drafting accounts to their members.
As all of the respondents of the study were from PCCW Credit Union, the way they perceived the efficiency of the share drafting account feature of their credit union appeared to be varied. In Figure 4, although a greater number of respondents said that the PCCW Credit Union efficiently and fairly offers share drafting accounts to their members, the results of the participants’ responses seemed to be slightly well-distributed among the survey choices given.
3) The PCCW Credit Union efficiently and fairly offers share term certificates to their members.
Generally, the participants of the study evaluated that the PCCW Credit Union efficiently and fairly offers share term certificates to their members. They did consider it a problem to obtain share term certificates whenever they needed it. Majority of the respondents strongly agreed that the PCCW Credit Union efficiently and fairly offers share term certificates to their members. In fact, during the interview, most of the respondents commonly observed this factor.
Section 4: Overall Credit Union Services Status
1) The level of efficiency of the services and benefits offered by PCCW Credit Union is high.
Credit union members are able to quickly feel at ease when the level of efficiency of the services and benefits they receive from their credit union are helpful and useful to them. As this survey revealed, the management of PCCW Credit Union was doing a relatively good job in making sure that their members are guaranteed of highly efficient benefits and services within the credit union, for the percentage distribution of the participants’ replies.
2) The level of quality of the services and benefits offered by PCCW Credit Union is high.
As all of the respondents of the study were from PCCW Credit Union, the way they perceived the level of quality of the services and benefits offered by PCCW Credit Union appeared to be varied. In, although a greater number of respondents said that the level of quality of the services and benefits offered by PCCW Credit Union was high, the results of the participants’ responses seemed to be slightly well-distributed among the survey choices given.
3) You are satisfied with the overall quality of services and benefits offered by PCCW Credit Union.
Generally, the participants of the study evaluated that they were satisfied with the overall quality of services and benefits offered by PCCW Credit Union. They did consider it a problem to obtain the services and features offered by their credit union whenever they needed it. As shown in, majority of the respondents strongly agreed that they were satisfied with the overall quality of services and benefits offered by PCCW Credit Union. In fact, during the interview, most of the respondents commonly observed this factor.
4) Being a member of PCCW Credit Union, you can say that your level of security is high.
Credit union members are able to quickly feel at ease when the level of security they feel upon benefiting from the services and benefits they receive from their credit union is high. As this survey revealed, the management of PCCW Credit Union was doing a relatively good job in making sure that their members continue to make their members feel secured. For the percentage distribution of the participants’ replies
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Section Five: Interview with the PCCW Officers and Management
1) What other ideas do you think PCCW and the Hong Kong Credit Union in general should implement to improve its services to their members in the midst of environment changes surrounding the credit union sector?
Among the ideas that the 4 officials of PCCW Credit Union mentioned in order to further improve their services include mainly the following:
- Allocation of appropriate credit union programs besides technical and professional training of members
- Participation of the public and the private sectors of Hong Kong in planning, financing and follow up of the credit union programs
- Unification of the planning and follow up efforts for development of the credit unions in Hong Kong
- Linking the credit union programs with the needs of the Hong Kong people.
- Concentration on the application of credit union programs and technical training on credit union management in order to acquire the latest skills.
- Supporting the suggested credit union development programs of the members themselves
- Utilizing all credit union resources and capabilities in Hong Kong
- Restructuring and updating some of the credit union facilities and structures
- Updating the credit union development plans to match the members’ needs
- Supporting credit union membership in Hong Kong
- Directing the focus of Hong Kong to the credit unions that need development
2) Do you agree that the services and benefits currently offered by PCCW Credit Union need to be altered or enhanced? Why or why not?
The 4 officers of PCCW Credit Union evaluated that the services and benefits currently offered by PCCW Credit Union were accessible and in excellent condition for their members, so there’s no need for any changes or enhancement to be done. The members did not consider it a problem to avail of the services of PCCW Credit Union any time they needed it. The investment that their members spent in PCCW Credit Union appeared to be worth it, majority of the PCCW Credit Union officers strongly disagreed that the services being offered to their members must be changed or enhanced. In fact, during the interview, most of the PCCW officers observed that changing the services and benefits might even cause their credit union’s integrity to be destroyed.
3) If sufficient funds are available for improving the services of PCCW Credit Union, where do you think the most consideration should be allotted?
Credit union members are able to make the most of their investments in PCCW Credit Union because of the beautiful experiences provided by the various services and benefits, especially when these are reliable and highly accessible. As this survey revealed, the management of PCCW Credit Union was doing a relatively good job in making sure that the services and benefits being offered by their credit union were all reliable and accessible for their members. However, the processing time of important documents within the PCCW Credit Union seemed to be a problem for the members. Operational hours of the PCCW Credit Union office were also sometimes inaccessible for the members. With these things under consideration, the management of PCCW Credit Union must be able to find ways to make these services and benefits even more advantageous and beneficial so their members can enjoy their membership in the PCCW Credit Union. See Figure 11 for the percentage distribution of the officers’ replies with regards to the services within PCCW Credit Union needed to be allotted the most with funds.
Credit:ivythesis.typepad.com
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