Bangladesh is considered as a birthplace of modern microfinance movement. This movement has mainly been instigated by the various microfinance institutions irrespective of their size. This paper focuses on such an innovative microfinance institution namely SafeSave (SS). SS is definitely unique in that they have adopted information and communication technologies (ICT) and built competence in dealing with vulnerable slum dwellers as a client even though they are a small firm in the market. This study compared the operational uniqueness and performance of SS among large MFIs equipped with ICT and small MFIs without ICT experience. In this context statistical analysis such as unpaired t-test and regression analysis were conducted. Customer satisfaction of SS was higher than other types of MFIs which showed the important lesson for small MFIs without ICT experience. Even though SS is innovative, there are scope to improve the operational mechanism by better management and more efficient information and communication technologies.

As a pioneer in the microfinance (MF) area, Bangladesh is experiencing a high rate of diffusion. This growth phenomenon of the MF industry is indicating the urgency of conducting a customer satisfaction survey. This study attempted to investigate the satisfaction level of MF customers through cluster random sampling in Bangladesh. While analysing more than 550 respondent's data, this study found that 68% were satisfied with the services of MFIs. Fifteen major factors had been identified as significant from the regression result. Some of them are faith on recording, mobile money transfer, interest on loan and interest on savings. This study also applied structural equation modelling (SEM) to develop a path diagram which revealed that product category influenced customer satisfaction more than human resource capabilities and physical category. . He is engaged in a variety of industry, business and project evaluations. Along with doing technical development of small and medium ventures and new product development support, he possesses a wealth of hands-on business experience. He has been appointed since 2009 as a Professor 92 M.T. Islam and T. Natoriin the Graduate School of Technology Management at the Ritsumeikan University. His areas of specialisation are technology management, management theory of new small and medium ventures, business development and project evaluation theory. His current researches are 'Administrative strategies for small and medium ventures', and 'Advancement into new fields and development of the new products for small and medium enterprises (SMEs)'.

Artificial Intelligence (AI), a key component of the Industrial Revolution 4.0, has become a hot topic in a variety of areas, including corporate management. Marketing, human resource management (HRM) and manufacturing are some of the sectors where AI and machine learning are currently being used (Son, Lee & Chang, 2019). In HRM, technology has been utilized to improve employee engagement, provide customized vocational training and evaluate diverse HR data in order to make business-critical choices (Dorel & Aleksandra, 2011). The use of these technological solutions in the HRM sector is a unique situation since it has always been viewed as a human realm that deals specifically with people (Lengnick-Hall et al., 2009). AI has the potential to revolutionize HR processes in areas where there is sufficient data and where that data can be used to increase efficiency, communicate at scale, give suggestions, and anticipate outcomes since AI- based solutions can predict, recommend, and communicate based on data. With the use of AI-driven technologies, many organizations now have a wealth of data about applicants and workers that can be used to

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