Borrowers satisfaction evaluation from Microfinance institution by Using FCEM

Abstract

Boundless researchers have made efforts to assess the impact of Microfinance on poverty reduction both positively and negatively, but the perception of borrowers about the effectiveness of Microfinance has not been yet found. This study adopts the Fuzzy Comprehensive Evaluation Method (FCEM) in conjunction with the Analytical Hierarchy Process (AHP) to evaluate the level of satisfaction of borrowers with the products and services of microfinance institutions at different criterion levels. The goal is to assess the level of satisfaction for each criterion level under the degree of satisfaction of the borrower about the product and services provided by Microfinance Institution (MFI). Findings show that the claim of MFI was false because study evidence makes it clear that borrowers are not satisfied with the product and services of MFI. In addition to the literature, this study also highlighted the weakness of the MFI product and services. Thus, both the government and the MFIs can improve their performance and change their policies for the welfare of the borrowers.