Analysis of client satisfaction - A case of customers’ containment availing services from Micro Finance Institutions

Abstract

The financial well-being of the people living in society is pivotal essential for the country's economic development. The distribution and access to wealth played important role in the economic activities of states. Micro-financing strategies utilized globally to promote distribution and circulation of money, increase access of people living in the low quintile of economic status to the wealth. Similar to global trends, the microfinance strategy was introduced, which is a rapidly growing sector in Pakistan for the last few decades. There are more than 45 registered micro-finance institutions (both for-profit and not-for-profit) that provide services to people at the low-income level in Pakistan. The current study analyzed the level of client satisfaction between private, public, and non-government organization Micro-Finance Institutions (MFIs) operating at District Hyderabad of Sindh, Pakistan. The sample size of 300 clients receiving services from these MFIs, data collected by using random sampling technique on the instrument Likert Scale ranged from 1-5. The collected data processed through scientific methods factorial analysis, customer satisfaction index, and ANOVA. The results of the study presented that clients of non-government MFI are more satisfied as compared to public and private MFIs, male clients are more content to female, changes in family size and education change the level of client satisfaction, where age and monthly household income do not affect client satisfaction. In light of the study, it is recommended for MFIs to initiate client-centric policies especially in the public sector focus on the client glee in the response of services. In the micro-finance industry, female clients are the backbone; it is highly recommended to keep them in the center of attention during the development of policies to increase satisfaction levels.

Borrowers satisfaction evaluation from Microfinance institution by Using FCEM

“…Researchers claimed a contradiction between MFI's objectives and actual activities because MFI's had become a profit-earning organization [13] rather than a promising role in focusing on poverty [14]. The most pressing problem of profit-oriented microfinance is striking a balance between institutions and the borrowers because commercialization [13] of microfinance is getting away from its social purpose and affecting client satisfaction [39] [40]. Borrower satisfaction is allied with desired amount of loan, lower cost of loan easy access of loan and polite behavior of MFIs' employees which is overlooked till now.…”

“…Similarly, the evaluation of Borrowers' satisfaction from the microfinance loans' outcomes like economic impact, social impact and socio-economic improvement are also ignored. The only thing that has been unheeded so far in the previous studies is whether consumers are happy with microfinance services [39], and if so, what is their level of happiness? There are a number of consumer issues that need to be addressed with the hard efforts of researchers as the study of microfinance desperately needs to determine whether the products and services provided to the consumers meet their needs or satisfy them [41].…”