Customer Satisfaction in Microfinance Institutions: Insights from Ghana

摘要: With increased competition in the microfinance industry most African markets, customer satisfaction and retention are important issues for institutions (MFIs) region. We rely on survey data from customers of MFIs Ghana to examine potential determinants sector. find be significantly related customers’ experiences motivations such as primary reason associating with MFIs, size credit they seek. further demographic factors educational attainment household income levels Our results largely consistent view that offer a valuable service by expanding access small credits poor households microenterprises who either denied formal banking sector or exploited informal moneylenders. Further, our interviews top managers highlight various tactics utilised manage their risks.