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)'.