Measuring member confidence in the cooperative sector

The main objective of this article is to propose a methodology to measure members' trust in the savings and credit cooperative sector, based on the identification of the dimensions that need to be worked on to improve, strengthen or maintain it; a case study is taken in the year 2021 in Colombia, the savings and credit cooperative: Caja Cooperativa Petrolera - COOPETROL. The proposed methodology has a mixed approach with a predominance of qualitative aspects; the measurement was made based on the perception of the members regarding the analyzed dimensions; the instruments used were survey, interview, consultation with experts and documentary review, obtaining as a result, a global measurement of trust and its governance, economic, risks, products and services, socio-cultural and communicational dimensions. The proposed trust model is useful for timely decision making to the extent that the global indicator offers a baseline that allows contrast in the evolution and the indicator by dimensions allows deepening in aspects identified as strengths or weaknesses of the organization.

Autorentext

Mestre em Economia Solidária para o Desenvolvimento Territorial pela Universidade Cooperativa da Colômbia, Especialista em Gestão Financeira e Contador Público pela Universidade de Santiago de Cali. Tem mais de 25 anos de experiência no sector cooperativo de poupança e crédito em cargos de gestão, processos administrativos, comerciais e sociais.