Customer satisfaction with the services of microfinance institutions: Scale development and validation

摘要

Customer satisfaction is a multidimensional construct with five factors: price, reliability, accessibility and flexibility, appearance, social and enhancement of customers. The presence of social inclusion and customer enhancement, accessibility, and flexibility dimensions reveals that a scale measurement should be specific both to a context and to a sector. The value attached to the appearance factor confirms that microfinance seriously tends to "mission drift" which means targeting less poor customers. The simultaneous occurrence of appearance and social dimensions in the same scale is proof that the social and financial goals should coexist in all stages of the development of microfinance institutions. As long as the social funds do not substitute market funds used in financing poor microborrowers, the share of poor clients served increases. So does financial inclusion of the poor.