Abstract
The regulation of microfinance institutions is possible through understanding the structure of their work, the typology of possible deviant practices, as well as with an established system of control of each stage of interaction of such organizations with both the state and the client. Understanding how clients interact with microfinance institutions helps to identify problems in controlling their activities, as well as to develop mechanisms to protect the consumer. This research uses automated content analysis to identify key issues faced by clients of microfinance institutions and provides a framework for quickly identifying these issues by analyzing online comments. Rapid response to complaints from microfinance consumers will not only capture the facts of violations, but also help keep up-to-date the patterns of malpractices.
Published Version
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