| dc.description.abstract | Purpose: This study is aimed to determine the nature and dimensions of microfinance
service and to have an understanding on borrower satisfaction level using various
determinants of Grameen bank in Bangladesh.
Methodology: This analysis of the study is based on primary data collected from 312
respondents who are the borrowers of Grameen bank. Five point likert scale
questionnaire is used for quantification and chi-square test is used for the analysis.
Findings: The results indicate that economic conditions of the borrowers, their
income, and loan facilities of the bank, interest rates on the funds, insurance policy of
the bank, transparent transactions, and bankers’ behavior with the borrowers have
significant influence on borrower satisfaction. The study has also drawn some
inferences such as reducing the interest rate, arranging training programs for their
officials, giving individual borrower attention, improving customer service
department etc. to foster better banking services for superior borrower satisfaction.
Limitations: The research study has focused on six districts in Bangladesh. This
could be extended to more areas. Time period for the study could also be extended.
Practical Implications: The outcomes of the study would be helpful in formulating
customer services policies and improving the quality of services to ensure much
satisfaction to the borrowers for future growth.
Originality: This study mainly focuses on the core customers in microfinance sector
and as the prevailing level of satisfaction is very much important to sustain the market,
this study has been done with direct intersection with the borrowers. | en_US |
