Digitalization of a Credit Institution: Its Impact on Clients’ Credit Behavior

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