A Comparative Study of Customers Satisfaction of Microfinance in Sindh, Pakistan
Keywords:Microfinance, Client satisfaction, comparison of microfinance institutes
Micro-financing is an effective tool for poverty alleviation and to enhance the socio-economic status of economically disadvantaged people. Microfinance has been rapidly growing sector in Pakistan for last few decades and presently 36 registered micro-finance institutions are providing small loans to facilities
throughout Pakistan to millions of people to break the cycle of poverty. The escalation in financial services has attracted not-for profit organizations as well as for-profit organizations to invest in this field. This study investigates the client satisfaction, with reference to, gender, education, age, family size and monthly
household income of the borrowers of Micro Finance Institutions (MFIs) in district Tando Allahyar of Sindh where all three MFIs (belonging to public, private and not-for profit sector) are operating. Sample size of this research is 272 clients from whom data has been collected by using random sampling technique on the instrument Likert scale ranged 1 to 5. The data collected has been processed with factorial analysis, customer satisfaction index and ANOVA. Result of this study shows that the male clients are more satisfied than female, family size and education levels of the borrowers has different client satisfaction while the
variation in their age and monthly income have no effect on their satisfaction. In the light of the findings, it is recommended for MFIs to initiate client centric policies, especially, female clients should be the target of MFIs in the district in particular and in whole of Pakistan in general.