Authors : Charmaine M. Asajar; Eugene P. Sumawang

Volume/Issue : Volume 11 - 2026, Issue 10 - October

Google Scholar : https://tinyurl.com/26bfj662

DOI : https://doi.org/10.38124/ijisrt/26Oct1332

Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.

Abstract : This study examined the digitalization of a selected credit institution and its influence on clients’ credit behavior in Gubat, Sorsogon. Specifically, it assessed the extent of digitalization in loan application, loan disbursement, and loan repayment; determined how digital services influence client borrowing and repayment behavior; described observable credit behaviors under digitalized services; examined client responsiveness and qualitative adoption challenges; and proposed an action plan of innovative strategies for effective and inclusive digitalization. A convergent mixed-methods research design was employed. Quantitative data were gathered from fifty (50) purposively selected clients with active loan accounts and direct experience with the credit institution’s digitalized services. Qualitative data were obtained through open-ended narrative prompts describing client experiences, perceived influences, and operational barriers

Keywords : Digitalization, Credit Institution, Credit Behavior, Client Responsiveness, Hybrid Service Delivery Model, Convergent Mixed-Methods, Gubat Sorsogon.

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