The main objective of microfinance is that the poor have access to financial services at a very low cost without any collateral, and have design its microfinance products by focusing on the demands and needs of the customers to enable the microfinance institution to increase its reach among the poor, focusing on the quality of their services along with their products for the appropriate service Customers try to avail its services. In today's era of advertisement, there no organization able to generate demands to avail its services to its customers without publicity, so in order to improve its services, MFI has to take attention to publicity. This research paper is divided into five sections, the first introduction in which you introduce microfinance and service quality in India, customer's debt repayment intention with credit objective attainment. The second section review of the literature, in which includes some research by the researcher in the field of microfinance service quality from around the world, because there is very little work has been done in India so far. The third section is the research Methodology section, where the researcher described to analyze, for data collection distributing a six-point Likert scale questionnaire distributed among a joint liability group run by SC / ST women in a small town named Rajepur under Unnao district in the Uttar Pradesh. The fourth section is analysis and description, in order to check the quality of services, three elements of the SERVQUAL model have been used, using a simple language for description, the quantitative analysis has been done. the fourth section of the research paper is conclusion and recommendation, this paper concluded that due to customer's loan repayments intention with credit reliability, is willing to take advantages of MFI's services by taking care of quality services, the researcher recommended is that MFI has to focus on marketing strategy among customers along with increasing research activities with collaboration of educational institutions and research scholars. Because any academic research plays a crucial role in developing society.

1. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
SERVICE QUALITY WITH CUSTOMER CREDIT RELIABILITY OF A
MICRO FINANCE INSTITUTION
GHANSHYAM DOS
PhD Scholar, Department of Business Administration
Khwaja Moinuddin Chist, Urdu,Arabi-Farsi University, Lucknow
Email:- gd.kit07@gmail.com
Mob-9839752618
Dr. DOA NAQVI
Assistant professor, Department of Business Administration
Khwaja Moinuddin Chist, Urdu,Arabi-Farsi University, Lucknow
Email :- doa.naqvi@gmail.com
Mob-9453028877
Abstract
The main objective of microfinance is that the poor have access to financial services
at a very low cost without any collateral, and have design its microfinance products
by focusing on the demands and needs of the customers to enable the microfinance
institution to increase its reach among the poor, focusing on the quality of their
services along with their products for the appropriate service Customers try to avail
its services. In today's era of advertisement, there no organization able to generate
demands to avail its services to its customers without publicity, so in order to
improve its services, MFI has to take attention to publicity. This research paper is
divided into five sections, the first introduction in which you introduce microfinance
and service quality in India, customer's debt repayment intention with credit
objective attainment. The second section review of the literature, in which includes
some research by the researcher in the field of microfinance service quality from
around the world, because there is very little work has been done in India so far.
The third section is the research Methodology section, where the researcher
described to analyze, for data collection distributing a six-point Likert scale
questionnaire distributed among a joint liability group run by SC / ST women in a
small town named Rajepur under Unnao district in the Uttar Pradesh. The fourth

2. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
section is analysis and description, in order to check the quality of services, three
elements of the SERVQUAL model have been used, using a simple language for
description, the quantitative analysis has been done.
the fourth section of the research paper is conclusion and recommendation, this
paper concluded that due to customer's loan repayments intention with credit
reliability, is willing to take advantages of MFI's services by taking care of quality
services, the researcher recommended is that MFI has to focus on marketing strategy
among customers along with increasing research activities with collaboration of
educational institutions and research scholars. Because any academic research plays
a crucial role in developing society.
Key points: - SERVQAUL, MFI, credit reliability, loan repayment intention,
Bandhan Bank
Introduction
Facilitate financial services to the poor at affordable cost at least cost called as
microfinance. It’s a universally accepted tool for improving economic conditions in
developing countries. Microfinance facilitates financial access to the poor, who have
long been excluded from the formal banking system because they have lacked capital
assets for collateral supporting the loans and low repayment capacity.
Microfinance, can’t solve all the problems caused by poverty, but it can help give
resources and wealth power in the poor's hands and low-income people, letting them
take those everyday decisions and chart their own paths out of the poverty. Past
studies have shown that microfinance institutions play a vital role in the economic
development of many developing nations through the provision of a wide range of
financial services and products to the poor, low-income group and micro and small
enterprises (1)
The credit of microfinance only goes to noble laureate Muhammad Yunus, by laying
the foundation of modern microfinance with the establishment of Gramin bank,
Bangladesh in 1976. Presently it evolved as vibrant industry exhibiting a variety of
business models, MFI’s in India exist as NGO (Registered as societies or trust),
section 25 companies and Non-banking financial companies(NBFCs),commercial
banks, Regional Rural Banks (RRBs), cooperative societies and other large lenders
have played an important role in providing refinance facility to MFIs. Banks have

3. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
also leveraged the Self-Help Groups channels to provide direct credit to group
borrowers (2)
There are so many initiatives taken by the Indian government from the 1990s to date,
like liberalization and privatization of the economy, the merger of the financial
institution, demonetization, Jan-Dhan-Yojana, new banking licensing schemes for
small microfinance institutions to work with full fledge in field of microfinance.
Besides this, there so many poor people still excluded from the formal financial
sector. In this way, so much researches are going on, not only India besides all over
the world. In this way, the present study assesses the impact of service quality, with
their repayment intention and credit objective attainment. The main objective of this
study is that to know what behavior of microfinance institution attract customers to
avail their services by the poor?
Review of literature
Sohail Agha, Asma Balal, and Francis Ogojo-Okello(2004) conducted a study on
the impact of a microfinance program that provided business skills training and
revolving loans to private sector midwives on the perceived quality of services and
client loyalty, and concluded that the intervention was associated with improvement
in clients’ perceptions of the quality of care received at intervention clinics. The
intervention was also associated with a higher level of client loyalty.
A Tiwari (2012) conducted a comparative study between India and Bangladesh in
terms of loan lend by the institutions to customers, clientele, financial sustainability
of Micro finical institutions in order to understand how MFIs in India are performing
as against the MFIs in Bangladesh which is considered to be the originator of
Microfinance. The findings discovered that the Indian MFIs are more profitable and
operate more efficiently than those in Bangladesh.
Mohammad Sharif Bashir, Muslichah Mohammad, Machali Abdulrahman and
Mohamed Mwinyi (2012 ) conducted a study to examine the effect of service
quality and government role on customer satisfaction, and concluded that the effect

4. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
of service quality on customer satisfaction is positive and significant, and also
confirms that the government role on customer satisfaction is insignificant.
S.Nasir (2013) outlined the prevailing conditions of the microfinance sector in India
in the light of its emergence till now that aim to providing financial services to the
poor. The research finding discovered the prevailing gap in the functioning of a
micro-financial institution such as practices in credit delivery, lack of product
diversification, customer overlapping and with practical suggestions to overcome
the issues and challenges associated with microfinance sector in India.
Saju Jose and F. Robert Buchanan (2013) conducted a study on the working poor
who are microfinance borrowers, examining their perceptions of customer
satisfaction and corporate social responsibility and concluded that Customer
dissatisfaction with the microfinance product, lack of commitment from lender’s
staff, and dissatisfaction with informational support, were all significantly related to
future purchase intentions. Only dissatisfaction toward the firm’s people was
significantly related to perceptions of CSR.
Rahul Nilakantan, Saurabh C Datta, Priyanjali Sinha and Samar K Datta
(2013) conducted a study on the effect of access to microfinance by female
borrowers, and concluded that greater access to microfinance as measured by longer
duration of treatment is associated with no or negative empowerment effects on the
economic dimensions of empowerment i.e., enterprise management, credit-related
decisions, and expenditure related decisions; but an increase in empowerment in
terms of child-related decisions, implying a rebalancing of influence between men
and women within the household along traditional gender lines.
Dr Rashid Saeed, Muzamil Safdar, Dr. Hafiz Muhammad Arshad, Dr. Wisal
Ahmad, Naima Khurshid and Rab Nawaz Lodhi(2013) conducted a study to find
out the relationship between service quality attributes and customer satisfaction in
the microfinance banking sector of Pakistan, concluded that all service quality
attributes are positively related to customer satisfaction in the microfinance banking
sector of Pakistan.
Fahmi Shaaban Fararah & Abdullah Kaid Al-Swidi (2013) conduct a study to
examine the effect of Service Quality on the satisfaction of the SMEs owners on the
Islamic Microfinance Products, concluded that the perceived benefit partially
mediates the relationship between Service Quality and SMEs owners’ satisfaction.

5. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
Sow Hup Chan and Jason Jianxiong Lin (2015) conducted a study on mystery
shopping and concluded that microcredit service managers need to improve target
marketing. Surveys to determine if flexible repayment methods fit the MSEs ’ needs
better are vital in order to develop tailored products and services to meet the specific
market.
Ato. Adugna Belay and Dr.Aravind Soudikar (2015) conducted a study to
examine the influence of service quality on customer satisfaction with special
reference to Butajira city microfinance institutions, concluded that there is a positive
statistical significance between the five dimensions of service quality (Tangibles,
Reliability, Responsiveness, Assurance, and Empathy) and customer satisfaction.
The responsiveness dimension is commonly succeeded at all the three microfinance
institutions. The reliability dimension is above the average of the scale in Omo but
it is lower at Agar & Meklit microfinance institutions. Assurance is the third
important dimension at Agar microfinance while it is below the average of the scale
at Meklit and Omo microfinance institutions. The mean score of customer
satisfaction for each microfinance institution is lower. Accordingly, most of the
respondents of the three microfinance institutions are dissatisfied with the services
rendered by the institutions.
Henry Buwule Musoke (2016) conduct a study to evaluates the relationship
between service quality and profitability performance of Savings and Credit
Cooperatives, concluded that service quality aspects are explanatory factors of
profitability performance of SACCOs in Wakiso district, and concluded that service
quality is significantly related to profitability performance of SACCOs in Wakiso
district.
Dr. Henry Buwule Musoke, Ms Naome Kakundwa and Dr. Rebecca M.
Nyonyintono (2016), conducted a study to investigate the relationship between
service quality and customer satisfaction in microfinance institutions, and concluded
that service quality should be emphasized in SACCOs in order to ensure customer
satisfaction. SACCOs management bodies should further investigate to better
understand how their clients think and respond to service quality because they are
seeking to improve their customer satisfaction levels.
Ankita jain (2017) conducted a study on customer perception of microfinance
institutions by using the SERVQUAL model, concluded that customers of MFIs

6. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
more satisfied with the tangibility dimension, also reveals that there are significant
differences in the perceptions of customers regarding various dimension
SERVQAUL model in Microfinance institutions.
Sarah Khan and Waheed Akhter (2017) conducted a study to the role of service
quality with respect to client satisfaction, to investigate the role of Shariah
perception with respect to client satisfaction, to figure out the moderating role of
Shari’ah perception between service quality and client satisfaction, and to identify
the difference between Islamic and conventional microfinance clients with respect
to service quality, Shariah perception, and client satisfaction, concluded that
Shari’ah perception acts as a strong moderator in case of Islamic microfinance
whereas it is a weak moderator in case of conventional microfinance, Shari’ah
perception is playing a vital role in enhancing the customer satisfaction in Islamic
microfinance.
Kibret Tekeba & Ermias Worku Mengistu(2018) conducted a study to assess the
service delivery practice in terms of quality and customer satisfaction in Amhara
Credit and Saving Institution (ACSI) in case of Gondar city branches, concluded that
the majority of customers are dissatisfied with the service delivery process of ACSI
Dety Nurfadilah, Sudarmawan Samidi, and Iwan Kurniawan Subagja (2018)
conducted a study to evaluate the service quality of Islamic Microfinance institutions
in Indonesia. and show that attributes plotted in quadrant “keep up the good work”
are providing prompt service, and helpful response to customer requests, Ability in
providing services to the customer as needed, prompt service on financial
counselling, Ability of staff in giving proper explanation to the customer, Ability to
keep the transaction process secure, and Sharia compliance banking products.
Meanwhile, the attributes plotted in quadrant “concentrate here” are accessible to
the location of ATM, easy to access the location, ability to navigate the customer to
find what they intend, ability to maintain the accuracy of bank statement, and ability
in providing after-sale services.
Research Methodology
After studying the above available literature we can say that in India researches on
the service quality microfinance very less in comparison to other nations in the
world. So we have attempted to conduct research on service quality, repayment
intention and credit objectives of microfinance institutions. To achieve these

7. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
objectives we constructed a self-administered questionnaire with a six-point Likert
scale. The questionnaire divided into two sections (A) respondent profile which
subdivided into two sub-categories firstly demographic profile and secondly
financial awareness, and the second section (B) subdivided into three sections which
include service quality, repayment intention and credit objective attainment. Again
to check the service quality SERVEQAUL model using three only three elements
i.e. reliability, empathy, and tangibility. Questionnaire details are given below
Section A: respondent profile
A.1 demographic profile: this section includes 12 variables, under which we asked
questions for example: name, gender, income, educational and occupation, etc.
A.2. financial awareness: under this section, we included 8 variables, in which
asked questions like that, do you own house? Do you have a bank account? Etc.
Section B: SRC (service quality, repayment intension and credit attainment)
model
B.1. Service quality to check service quality of microfinance institutions we have
preferred SERVQUAL model used with three elements
B.1.1 reliability to check the reliability of microfinance institutions we have
included six variables.
B.1.2. Empathy: to check empathy of microfinance institutions we have included
seven variables,
B.1.3. Tangibility: to check tangibility of micro finance institutions we have
included seven variables.
B.2. repayment intension: to check repayment intension customer we have
included six variables
B.3 credit objective attainment: to check credit intension customer of micro
finance we have included five variables.
For analysis, we used the descriptive statistics for each section for the study.
Analysis and description
Section A: respondent profile
A.1 demographic profile: result and description of this section is given below

8. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
 When the researcher asked with respondent that how many time they avail the
loan then replied that 44 of them repeated their loan and rest of them said that
they are availing first time the loan facility of MFI
 29 of them were women respondents, and rest 19 were men. because MFI is
running the group with help of joint loan accounts, whether her husband or
children or other relatives
 The respondents' age group and their number as follows: bellow 25 years -
11, 25 to 35 years -8, 35 to 50 years – 18, 50 to 60 years -7, 60 and above 4.
These results show that below 25 years and 25-35, respondents were either
students or newly married couples, and the highest number 35-50 years age
group respondents were family members that’s why they wanted more money
for their children's care and education. And rest of them i.e. 50-60, above 60
were wanting money for their nourishment or helping their children’s family
 About the marital status of respondents are as follows:- 11 respondents were
unmarried,25 respondents were married,5 respondents were divorced, and 7
respondents were widowed
 Result of occupation-related are as follows:- 18 respondents were
housewives,6 respondents were in agriculture, 5 respondents were in
business, 7 respondents were in service, 7 respondents were unemployed, and
5 respondents were in others activities
 Results of cast related are as follows:- 46 of them belongs to SC/ST, 1 from
OBC, 1 from UR. The reason behind this was that the researcher reached to
a Self Help Group which runs by the SC/ST women and their family members
 Result of monthly income-related are as follows:- 14 respondents were in
non-income, 7 respondents had an income 2000 rupees, 10 respondents had
an income of 5000 rupees, 1 respondent had an income of 5500 rupees, 4
respondents had an income of 6000 rupees,1 respondent had an income of
7000 rupees, 9 respondents had an income of 10000 rupees,1 respondent had
an income of 15000 rupees,1 respondent had an income of 25000 rupees,
 In case of dependents :- 12 respondent had no dependent, 11 respondent had
1 dependent, 5 respondent had 2 dependents,10 respondent had 3 dependents,
6 respondent had 4 dependents,2 respondent had 5 dependents, 1 respondent
had 6 dependents, 1 respondent had 7 dependents
 In case of below poverty line:- 18 respondent from BPL families, and rest 30
not belonged from BPL family

9. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
 In the case of owning a house:- 43 respondent has own house, and rest 5
respondent has no own house
A.2. financial awareness
 All respondents have own bank account, whether its savings account or joint
 30 respondent had opened their bank account under Jan Dhan Yojana, and the
rest of them had normal bank account
 All respondents supported that the direct benefit transfer scheme is beneficial
for them
 23 respondents were benefiting from the loan waiver scheme, and the rest of
them did not avail this facility
 47 respondent said that the micro-financial institutions are beneficial
Section B :- SRC, results and discussion
B.1 service quality: as above said that we use the SERVQUAL model with three
elements and its result given below
B.1.1. Reliability factor: Analysis of all variables is given below
 In the case of services provided by MFI as same as promised, 11 respondents
somewhere agreed with the statement, 19 respondents just agreed with
statement, and 18 respondents strongly agreed with statement. From this
statement, we can say that MFI providing services are exactly same as they
promised
 In the case of maintenance records accurately, 1 respondent somehow
disagreed with the statement, 7 respondents somehow agreed with the
statement, 21 respondents just agreed with statement, and 19 respondents
strongly agreed with statements. From the above statement, we can say that
MFI's employee has maintained their records accurately
 In the case of service at first visit, 1 respondent somehow disagreed with
statement, 13 respondents somehow agreed with statement, 13 respondents
just agreed with the statement, 21 respondents strongly agreed with the
statement. From above statement shows that MFI taking care of their customer
in whether new customer or old one.
 In the case understand MFI procedure, 1 respondent strongly disagreed with
the statement, 2 respondents somehow disagreed with the statement, 4

10. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
respondents somehow agreed with the statement, 26 respondents just agreed
with the statement, 15 respondents strongly agreed with statement. From the
above statement, we can say that most of the time MFI's employees use their
familiar language to discuss MFI procedures, but in the paperwork using the
English language that’s why they could not able to understand procedure of
MFI.
 In the case of personal attention, 4 respondents somewhere disagreed with the
statement, 9 respondents somehow agreed with the statement, 28 respondents
just agreed with statement, 7 respondents strongly agreed with the statement.
From the above statement, we can say that most of the respondents got
personal attentions, but sometime they couldn’t able to understand what they
said, so they disagree with the statement.
 In case of getting help at any time by MFI employee: 1 respondent somehow
disagreed, 12 respondents somehow agreed,25 respondents just agreed with
the statement,10 respondents strongly agreed with the statement. From the
above statement, we can say that MFI employees ready to help respondents
whenever they want.
B.1.2. Empathy factor: analysis of all variables is given below
 In the case of satisfied with the staff’s response: 6 respondents somehow
agreed with the statement, 32 respondents just agreed with the statement, 10
respondents strongly agreed with the statement. That means all of the
respondents satisfied with MFI employees responses
 In the case of willingly helped by MFI’s employee: 5 respondents somehow
disagreed with the statement,7 respondents somehow agreed with the
statement,23 respondents just agreed with statements, 13 respondents strongly
agreed with the statement, which means most of the respondents agree with
the statement.
 In the case of basic information of every transaction: 1 respondent somehow
strongly disagreed with the statement, 1 respondent disagreed with the
statement, 5 respondents somehow disagreed with the statement, 20
respondents just agreed with the statement, 10 respondents strongly agreed
with the statement. From the above result we can say that respondent may

11. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
confuse way of delivering information, otherwise most of them satisfied with
statement
 In the case of employee politeness: 2 respondents disagreed with the
statement,4 respondents somehow disagreed with the statement,14
respondents somehow agreed with the statement, 23 respondents just agreed
with statement, 5 respondents strongly agreed with the statement. That means
most of the respondents agreed with the statement
 In the case of group meeting time: 1 respondent disagreed with the statement,
5 respondents somehow agreed with statement, 12 respondents just agreed
with the statement, 30 respondents strongly agreed with the statement. From
above results we can say that MFI’s employee are conducting group meeting.
 In case concealed by MFI’s employee: 1 respondent somehow disagreed with
the statement, 11 respondents somehow agreed with the statement, 19
respondents just agreed with the statement, 17 respondents strongly agreed
with the statement. That means MFI employee are timely providing
concealing to respondents
 In case specific need assessment by MFI’s employee: 1 respondent disagreed
with the statement, 4 respondents somehow disagreed with the statement, 12
respondents somehow agreed with the statement, 24 respondents just agreed
with statement, and 7 respondents strongly agreed with statements. From the
above statement, we can say that MFI’s employee trying to asses customer-
specific needs
B.1.3 tangibility factor: analysis of all variables is given below
 In case MFI’s employee understands customer problem: 6 respondents
somehow disagreed with the statement, 14 respondents somehow agreed with
the statement, 26 respondents just agreed with statement, 2 respondents
strongly agreed with the statement. From the above statements, we can say
that MFI’s employees are trying to asses customers problems
 In case unexpressed thoughts of peasant clients: 2 respondents strongly
disagreed with the statement,6 respondents disagreed with the statement, 18
respondents somehow disagreed with the statement, 3 respondents somehow
agreed with the statement, 11 respondents just agreed with statement, 8
respondents strongly agreed with the statement. The reason behind these

12. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
responses is that respondents came from various economic backgrounds. But
still, this statement got a positive response.
 In the case of providing simple legible material: 2 respondents strongly
disagreed with the statement, 1 respondent disagreed with the statement, 5
respondents somehow disagreed with the statement, 15 respondents somehow
agreed with the statement, 23 respondents just agreed with statement, 2
respondents strongly agreed with the statement.
 Well maintained physical facility: 7 respondents somehow disagreed with the
statement, 6 respondents somehow agreed with the statement, 32 respondents
just agreed with statement, and 3 respondents strongly disagreed with the
statement.
 In the case release loan on time : 3 respondents somehow disagreed with the
statement, 6 respondents somehow agreed with the statement, 21 respondents
just agreed with statement, 18 respondents strongly agree with the statement.
From this result, we can say that MFI successfully providing the required loan
timely as per their needs.
 In the case loan card: 4 respondents somehow agreed with the statement, 14
respondents just agreed with statement, and 30 respondents strongly agreed
with the statement. That means MFI provided a proper loan card to every
customer.
B.2 Repayment intension: analysis of all variables is given below
 In case loan repayment necessity: 1 respondent somehow disagreed with the
statement,6 respondents somehow agreed with the statement, 25 respondents
just agreed with the statement, 16 respondents strongly agreed with the
statement. That means all respondents understand the importance of loan
repayment.
 Save resources for repaying the loan: 6 respondents somehow agreed with
statement, 27 respondents just agreed with the statement, 15 respondents
strongly agreed with the statement. That means customers trying to repay their
loan anyhow without any pressure put MFI’s employee
 Important of repayment loan in time: 1 respondent disagreed with the
statement, 9 respondents somehow agreed with the statement, 23 respondents

13. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
just agreed with statements, 15 respondents strongly agreed with the
statement.
 Conformability to repay the loan: 11 respondents somehow disagreed with the
statement, 12 respondents somehow agreed with the statement, 15
respondents just agreed with statement, 10 respondents strongly agreed with
the statement.
 Able to repay the loan in a given time: 6 respondents somehow disagreed with
the statement, 10 respondents somehow agreed with the statement, 24
respondents just agreed with statement, 8 respondents strongly agreed with
the statement.
 Capacity building to ensure loan repayment: 4 respondents somehow
disagreed with the statement, 9 respondents agreed with the statement, 28
respondents just agreed with the statement, 7 respondents strongly agreed with
the statement.
B.3. Credit reliability: analysis of all variables are given below
 In the case of met loan purpose: 5 respondents disagreed with the statement,
8 respondents somehow agreed with the statement, 24 respondents just agreed
with the statement,11 respondents strongly agreed with the statement.
 In the case of directed to achieve loan purpose: 1 respondent disagreed with
the statement, 1 respondent somehow disagreed with the statement, 23
respondents just agreed with the statement, 17 respondents strongly agreed
with the statement.
 To attain the Loan objective provide satisfaction: 1 respondent somehow
disagreed with the statement, 11 respondents somehow disagreed with the
statement, 23 respondents just agreed with the statement, 13 respondents
strongly agreed with the statement.
 Take MFI service with specific needs: 1 respondent disagreed with the
statement, 7 respondents somehow disagreed with the statement, 12
respondents somehow agreed with the statement, 14 respondents just agreed
with the statement, 14 respondents strongly agreed with the statement.
 Fulfillment of loan purpose is crucial for obtaining future MFI services: 1
respondent disagreed with the statement, 3 respondents somehow agreed with
the statement, 33 respondents just agreed with the statement, 11 respondent
disagreed with the statement

14. This article presented in
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(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
Conclusion and recommendation
In the case of respondents personal profile, all of them belong from the lower middle
class of society where they have to do heavy physical work for their livelihood, in
this way the micro finance is playing a vital role for enhancing their monthly income
and provide a chance to get finance to fulfillment needs.
In the case of service quality a)reliability factor plays a vital role in enhancing micro
finance services, which proven by the present study, b) in case of empathy factor for
micro finance’s employees are dealing with customers with empathy to provide their
services. c) Tangibility factors for micro finance services also play a vital role in
attracting customers toward micro finance.
In the case of repayment intention, all customers are willingly wanted to repay their
loan, with some personal difficulty facing them.
In the case of credit reliability factor, MFI’s credit facility plays an important factor
in enhancing their social, economic and personal condition.
Finally there is no doubt about the micro finance working in India well-performing,
and easily access to every poor, reason behind using the word well because still
micro finance institutions have to work in field of reach to poor, for that they have
to focus on their marketing strategy and provide easy access to new and dynamic
minds from research field to enhance the field of micro finance.
References
1. Armend´ariz de Aghion, B., & Morduch, J. (2004). Microfinance: Where do we stand?
Financial Development and Economic Growth, (p. 135-148). New York, NY: Palgrave
Macmillan

15. This article presented in
21st
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(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
2. Sohail Agha, Asma Balal, and Francis Ogojo-Okello (2004) “The Impact of a Microfinance
Program on Client Perceptions of the Quality of Care Provided by Private Sector Midwives
in Uganda” HSR: Health Services Research 39:6, Part II (December 2004)
3. http://www.iitk.ac.in/ime/MBA_IITK/avantgarde/?p=475
4. Tiwari, A. (2012), “Is microfinance working for what it is meant to be? A comparative
study on Bangladesh and India”, International Journal of Multidisciplinary Research, Vol.
2, Issue 3, 2012, pp. 148-164, ISSN: 2231-5780.
5. Mohammad Sharif Bashir, Muslichah Mohammad, Machali Abdulrahman and Mohamed
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16. This article presented in
21st
Annual Convention of Strategic Management Forum
(December 27-29, 2019)
Indian Institute of Management (IIM), Lucknow
CUSTOMER SATISFACTION IN MICROFINANCE INSTITUTIONS IN WAKISO
DISTRICT, UGANDA”, International Journal of Community and Cooperative Studies
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