An assessment of customer satisfaction in microfinance in Bangladesh

Islam, Mohammad Thoufiqul; Natori, Takashi

doi:10.1504/ijbsr.2014.057984

Cited by 3 publications

(3 citation statements)

References 42 publications

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“…Scope outreach is studied by way of MFIs' adaptability of services and products to client needs at NORTHERN KENTUCKY UNIV on June 5, 2016 par.sagepub.com Downloaded from (Nabiha & Nazariah, 2011). Varied products offered by MFIs predicted the customer satisfaction (Islam & Natori, 2014).…”

Section: Social Evaluationmentioning

confidence: 99%

Pentagon Performance Model of Indian MFIs

Balammal

Madhumathi

Ganesh

2016

Paradigm: A Management Research Journal

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Microfinance institutions (MFIs) extend financial and related services to the poorest population with an ultimate objective of poverty alleviation. Microfinance industry has seen an impressive growth in the past decade, although debates have stirred in recent years regarding their role and impact on society. Excessive profit making by MFIs retarded the desired social impact, thus, providing evidence for mission drift from the social objective of poverty alleviation to profit generation. The mission drift was evident during the microfinance crisis of 2010, which is marked as the critical stage in the history of Indian microfinance. In 2010, a spate of client suicides brought bad reputation for the sector and created funding and liquidity issues. Against the backdrop of crisis, the study intends to examine multi-dimensional performance of MFIs and the enabling factors for the year 2010-2012. The Pentagon performance model was proposed to capture the multi-dimensional performance. An empirical evaluation of the MFI performance for the year 2010 and subsequent years would render a clear picture on the rise and fall of the industry.

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Section: Social Evaluationmentioning

confidence: 99%

Pentagon Performance Model of Indian MFIs

Balammal

Madhumathi

Ganesh

2016

Paradigm: A Management Research Journal

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“…These include descriptive statistics, analysis of variance, factor analysis, regression analysis, and structural equation modeling. 2,[6][7][8][9][10][11][12] A large majority of these methods is unable to take into IFE-Lab, Laboratory of Studies and Research in Applied Mathematics (LERMA), Mohammadia School of Engineering, Mohammed V University of Rabat, Morocco account complex interactions between variables and may find difficulties in handling limited and uncertain knowledge.…”

Section: Introductionmentioning

confidence: 99%

Modeling customer satisfaction in microfinance sector: A fuzzy Bayesian networks approach

Alaoui

Tkiouat

2019

International Journal of Engineering Business Management

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Microfinance refers to the provision of financial services like saving, microcredit, and insurance to the poor who have limited access to traditional banking services with the aim of reducing their poverty. However, in the last decade, the literature stresses that the microfinance institutions focus more on their profit rather than the customer. Numerous methods have been used to model customer satisfaction in microfinance. However, a large majority of these methods is unable to take into account complex interactions and dependencies between variables. They may also find difficulties in handling limited and uncertain knowledge. The objective of this article is to model the effect of microfinance-lending process operations on overall customer satisfaction. We managed to develop a fuzzy Bayesian networks model; such an approach is widely required for modeling complex systems characterized by sparse or uncertain information as well as for conducting the cause and effect analysis.

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“…In the same vein RM has been advocated as an excellent way to ascertain customer commitment (Jayashankar & Goedegebuure, 2011). Meanwhile, different literatures in Bangladeshi MFI revealed poor fairness conditions: high interest rate on loan but low on savings, erosion of credit discipline, malpractice in maintaining loan account, are prevalent in offering services (Islam & Natori, 2014;Rahman et al, 2014;Augsburg & Fouillet, 2013). Specifically, maintaining price and distributive fairness in building long term MFI-customer relationship is largely overlooked in the context of Bangladeshi MFI.…”

Section: Introductionmentioning

confidence: 99%

Influence of Price and Distributive Fairness on Micro Finance Customers’ Relationship Commitment: PLS-SEM Analysis

Islam

2019

IJSMS

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Bangladeshi Micro Finance Institution (MFI) sector is highly competitive in financial industry. Due to strong multifaceted competition customer drop out (exit/switching) is taking place. In fact, to achieve sustainability, MFIs need to reduce the dropout rate and to retain customer by developing relationship commitment (RC). Hence, the aim of the empirical study is to find out how the clients drop out from the MFI can be prevented through developing relationship commitment in the relational exchange context. The study focuses on the price fairness and distributive fairness as an antecedent of relationship commitment. The PLS-SEM technique is utilized for the analysis of data collected from 409 consumers of different MFI’s of Bangladesh. The study employed survey method for getting responses from MFI consumers about price fairness, distributive fairness and relationship commitment related statement. The study explores that price fairness, distributive fairness, has significant effect on relationship commitment. Hence, the findings of this model may be applied by the policy makers and the practitioners as an approach to enhance relationship commitment in the MFI’s in developing economy context.

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An assessment of customer satisfaction in microfinance in Bangladesh

Cited by 3 publications

References 42 publications

Pentagon Performance Model of Indian MFIs

Pentagon Performance Model of Indian MFIs

Modeling customer satisfaction in microfinance sector: A fuzzy Bayesian networks approach

Influence of Price and Distributive Fairness on Micro Finance Customers’ Relationship Commitment: PLS-SEM Analysis

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