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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/4812

Title: An Assessment of Customer Satisfaction in the Microfinance Industry: A Case Study of Opportunity International Savings and Loans Limited
Authors: Owusu-Boateng, Kwame
Issue Date: 24-Jun-2012
Abstract: Microfinance is the provision of financial services and the management of small amounts of money through a range of products and a system of intermediary functions that are targeted at low income clients. Over the years, research on microfinance has mostly concentrated on the three key areas - outreach to the poor, sustainability of the institution and impact among clients. Very few studies have been conducted in the area of customer satisfaction of these clients. This study therefore sought to identify the perception on customer service and available products/infrastructure of Opportunity International Savings and Loans Company Limited (OISL), a leading microfinance company in Ghana. The study employed a descriptive approach to elicit information on customers’ perception of service rendered and products/infrastructure available and also their suggestions on how to improve upon them. A sample size of 110 customers of the company drawn from 11 branches in Ghana was used for the study. The main tool for data collection was structured questionnaire. Data was analysed and presented by means of frequency distributions, percentages, tables and charts. The results indicated that most customers were satisfied with the kind of services rendered at the various branches; majority of them also thought that the banking halls were well defined by available infrastructure, although a few additions to the already existing products were suggested. It is recommended that OISL continues to render quality service in order to sustain and even increase the approval ratings of clients; increase the education of clients on knowledge of available products by adapting interpersonal media such as peer-to-peer education; train proactive loan officers and front line staff who will be in the position to assist clients to identify the ultimate loan product as well as explicitly explain the features of products and services to semi-literate clients; and also make both ATM/Visa cards and mobile banking accessible to all clients in order to increase their satisfaction levels.
Description: A thesis submitted to the Institute of Distance learning: Kwame Nkrumah University of Science and Technology in partial fulfilment of the requirement for the degree of COMMONWEALTH EXECUTIVE MASTERS OF BUSINESS ADMINISTRATION,2012
URI: http://hdl.handle.net/123456789/4812
Appears in Collections:Distance Learning

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