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.
Highlights
The management generally plays a significant role in the success of institutions, especially those institutions that depend on the human element in their outputs
The change management continuously serves as a planned process of altering, amending, omitting or adding some of the objectives and policies of sports institutions, the values and trends of individuals and groups working in those sports institutions, including the Jordan Football Association, in the capabilities and resources available to them, or even in the means and methods of work to impose more effective performance of institutions and achieve high efficiency (Joan, 1999)
The researcher observed through his work in the Football Association that the Football Association relies on a traditional approach and does not effectively face problems at the managerial, training or refereeing level and that there is no flexibility in the used policies
Summary
The management generally plays a significant role in the success of institutions, especially those institutions that depend on the human element in their outputs. The change management continuously serves as a planned process of altering, amending, omitting or adding some of the objectives and policies of sports institutions, the values and trends of individuals and groups working in those sports institutions, including the Jordan Football Association, in the capabilities and resources available to them, or even in the means and methods of work to impose more effective performance of institutions and achieve high efficiency (Joan, 1999). The sports institutions with various sizes and nature of their activities need leaders who believe in change management in achieving the objectives of these institutions as well as completing their work in keeping with the developments that take place in the continental and / or international sports arena. The researcher observed through his work in the Football Association that the Football Association relies on a traditional approach and does not effectively face problems at the managerial, training or refereeing level and that there is no flexibility in the used policies
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