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首页> 外文期刊>African Journal of Marketing Management >Evaluation of customer satisfaction with services of a micro-finance institution: Empirical evidence from Women Association for Social and Economic Gain customers in Togo
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Evaluation of customer satisfaction with services of a micro-finance institution: Empirical evidence from Women Association for Social and Economic Gain customers in Togo

机译：评估客户对小额信贷机构服务的满意度：多哥妇女社会和经济增长协会的经验证据

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摘要

Nowadays, Microfinance industry is affected by competition leading to customers’ switching across MFIs (Microfinance Institution). Thus, MFIs are concerned about customer satisfaction and have to pay attention to understand their customers’ preferences to survive in a competitive environment. Using data from 353 Women Association for Social and Economic Gain customers in Togo, this study aimed to: (1) determine the main dimensions of financial services of the microfinance institution (2) determine the customer satisfaction level and (3) assess to what extent customer satisfaction is influenced by customers’ characteristics. Using factorial analysis, customer satisfaction index and ANOVA, we found that responsiveness remains the most important dimension in microfinance sector. Results reveal that customer’s branch, customer’s revenue and number of services accessed by customers strongly influence customer’s satisfaction. Results also indicate that the current customer satisfaction index at WAGES is equals to 71.2%.
机译：如今，小额信贷行业受到竞争的影响，导致客户在小额信贷机构之间进行转换。因此，小额信贷机构（MFIs）关注客户满意度，必须注意了解其客户的偏好，以便在竞争环境中生存。本研究使用多哥353位妇女获得经济和社会收益协会的数据，旨在：（1）确定小额信贷机构金融服务的主要方面（2）确定客户满意度，以及（3）评估到何种程度客户满意度受客户特征的影响。通过因子分析，客户满意度指数和方差分析，我们发现响应能力仍然是小额信贷领域最重要的方面。结果表明，客户的分支机构，客户的收入以及客户访问的服务数量强烈影响着客户的满意度。结果还表明，当前在WAGES的客户满意度指数等于71.2％。

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