Abstract:
Members' satisfaction in any business is important for the sustainability of an enterprise. This study
is about Service Delivery and Members' Satisfaction among SACCOs members based on Umoja
Savings and Credit Cooperative Society Limited. The objective of the study was to assess service
delivery and members' satisfaction among SACCOs' members. A case study research design was
used. The study was conducted at UMOJA SACCOs at Siha district in Kilimanjaro region, a sample
of 84 SACCOs' members were selected for this study. Simple random and purposive techniques
wereapplied to select the respondents. Survey, interview and documentary review were applied for
data collection methods. Data were analysed through descriptive by using frequencies and
percentages. Findings shows that, products and services such as loans, savings, shares, education in
loan application, entrepreneurship education influence members' satisfaction. Also, the study findings
statistically demonstrated staff training, professionalism and level of knowledge influence members'
satisfaction. Moreover, workers become more productive and efficient when they are qualified on
whal they are doing through training, education and seminars. There various type of services Umoja
SACCOs provides to their members, which includes loans, shares, savings and education on loan
application procedures and entrepreneurship education. But many members preferred business loans
rather than other packages. This means, SACCOs should ensure this package is improved and
maintained through member's savings and donor agency so that, members could get loan at affordable
interest rate. The members should also understand their responsibilities for the development of
SACCOs.
