The researchers were aware of the importance of an effective loan

services to the satisfaction of every member. Effective and efficient services can

lead to a strong borrower-lender relationship. Furthermore, it helps the

researchers to be more familiarized with different loan services of lending

institutions.

The researchers were driven to choose the selected employees and

faculty of Southern Luzon State University in Lucban, Quezon as their main

subject so that they will have insights perception and satisfaction on the services

offered by GSIS-Lucena. By performing this study, the researchers will be able to

discover and convey awareness and information to be accomplished in the near

future.

Statement of the Objectives

This study will be conducted to evaluate the perception and satisfaction of

the selected employees and faculty of SLSU in Lucban, Quezon in the services

provided by GSIS.

Specifically, it will determine the following objectives:

1. The profile of GSIS-Lucena in terms of:

a. Historical Background

b. Organizational Structure

c. Technical Structure
 d. Services offered

2. The profile of SLSU-Lucban faculty and employees in terms of:

a. Age

b. Civil Status

c. Length of Membership

d. Educational Background

e. Position/Designation

f. Services Availed

3. The perception of the respondents in the services provided by GSIS in

terms of:

a. Life Insurance

b. Retirement Benefits

c. Disability Benefits

d. Death Benefits

e. Loan Services

4. The level of satisfaction of selected SLSU-Lucban faculty and employees

in the services provided by GSIS-Lucena:

a. Receiving requirements
 b. Terms and conditions

c. Processing

5. The perception on the services offered by GSIS-Lucena and its effect on

the satisfaction of the selected SLSU-Lucban regular employees and

faculty.

Ho: The perception on the services offered by GSIS does not affect

the level of satisfaction of the selected SLSU-Lucban regular

employees and faculty.

6. The problems encountered by the selected regular SLSU-Lucban

employees and faculty.

Significance of the Study

A survey test that will be conducted to the selected regular SLSU-Lucban

faculty and employees to reveal findings that will be beneficial in different

group of people.

GSIS- This study will disclose new ideas and findings for the GSIS in the

essence of understanding their members’ perception and satisfaction in their

management practices. Furthermore, it helps GSIS to innovate existing

policies/procedures to accomplish loan portfolio. It will also help GSIS achieve

social awareness by giving satisfaction to the members.

SLSU-Lucban Faculty and Employees- This study will help the SLSU-

Lucban faculty and employees present their feedback on GSIS efficiency by

responding to the questions provided by the researchers. It will also specify

the frequently encountered problems by the members.

Students- This will be beneficial to those students who are in need of

preferences regarding the evaluation on the services provided by GSIS. It can

add knowledge on the study they’re conducting with.

Researchers- More importantly, the study can allow the researchers

relate and perform their awareness and insights on the study. Also, this study

will test the cooperation and prospective of the researchers. It will also add

additional information on their major subject, financial management.

Scope and Limitation

This study primarily concerns with the perception on the services provided

by GSIS and its effect in the satisfaction of the selected SLSU-Lucban faculty

and employees.

It is restricted to the selected SLSU-Lucban faculty and employees. The

data that will be used will be collected using a planned survey schedule

guided by structural questionnaires. The treatment of the problems presented

in the study will be completed with the answers at the best ability of the

researchers.

The study is limited only on the services that were provided by the

Government Service Insurance System-Lucena. Similarly, it will be limited in

the perception and satisfaction of selected regular SLSU-Lucban faculty and

employees. Lastly it is also limited to the frequent problems that were

encountered by the members of GSIS-Lucena.

The study took place during the 2 nd semester of the academic year 2012-

2013 and will to be completed in the 1 st semester of the academic year 2013-

2014.

Definition of Terms

To make certain of the better understanding of the study, the following

words are defined as they are used in the study.

Commodity is a basic good used in commerce that is interchangeable

with other commodity of the same type.

Community usually refers to small unit larger than a small village that

shares common value.

GSIS also known as Government Service Insurance System

Lending Institutions are organization such as bank, credit union, or

finance company that makes loan.

Loan servicing is a process by which mortgage bank or subservicing firm

collects the timely payment of interest and principal form of business.

Money is any object or record that is generally accepted as payment for

goods and services and repayment of debts in a given socio-economic

context or country.
 Perception is the act of apprehending by means of the senses or in the

mind; cognition; understanding

Satisfaction is the fulfillment or gratification of a desire or need.