Applying technology in small business loan collection

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration


Ramon V. Del Rosario College of Business


Decision Sciences and Innovation Dept

Thesis Adviser

Rachel A. Quero

Defense Panel Chair

Ma. C. P. Assumpta C. Marasigan

Defense Panel Member

Frances Jeanne L. Sarmiento
Rafael Gerardo S. Tensuan
Maria Victoria P. Tibon
Brian C. Gozun


This action research focused on improving the collection performance of small business loan our company, which is engaged in leasing and lending business. This involved digitizing the loan collection process through the application of digital mobile payment to decrease the delinquency performance and ensure security of cash collected. I, as the insider researcher collaborated with several individual and groups within our company throughout the conduct of this research project. The action research method applied the first person, second person, and third person inquiry approaches for data generation developed by Coghlan and Brannick. We used two conceptual frameworks: Triangle of Microfinance: Financial Sustainability, Outreach, and Impact by Manfred Zeller and Richard L. Meyer (2002) and Task-technology fit (Goodhue and Thompson, 1995) to map out the action required to attain the objective of this research. I applied the ORJI model and Ladder of Inference in understanding the meanings and assumptions attributed to observable data. Our team performed two cycles of action research to improve small loan collection through the engagement of GCash Bills payments at selected locations.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer disc ; 4 3/4 in.


Consumer finance companies; Finance companies; Loans

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