Measuring Customer Satisfaction Towards Microfinance Services Provided in Vietnam

Ha Van Duong
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Ha Van Duong: Postgraduate Training Institute, Hong Bang International University, Ho Chi Minh City, Vietnam

The Journal of Social Sciences Research, 2020, vol. 6, issue 3, 325-334

Abstract: Customer satisfaction towards microfinance services is a measure of how microfinance services supplied by a microfinance institution meet or surpass customer expectation. The use of microfinance services plays a very important role in the socioeconomic development and contributes significantly to the development of microfinance sector in one nation. This study aims at measuring the customer satisfaction towards microfinance services they are using. This study uses the five broad dimension theory of service quality, data will be collected from the way of survey from microfinance institutions (MFIs) customers and later on will be analyzed by statistical technique and tools like descriptive statistics, and correlation method. The descriptive statistics are conducted to show out some specific areas in which MFIs need to pay more attention. The correlation analysis is to find out the relationship between each independent variable and the dependent variable. Finally, the conclusion and recommendation will summarize the key findings of the research and give suggestions to MFIs in Vietnam.

Keywords: Customer satisfaction; Measuring customer satisfaction; Microfinance institution; Microfinance services. (search for similar items in EconPapers)
Date: 2020
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