Big Challenges by a Small Microfinance Institution- A Case Study of SafeSave Bangladesh from the Customer Satisfaction and ICT Introduction Perspective

Abstract

Bangladesh is considered as a birthplace of modern microfinance movement. This movement has mainly been instigated by the various microfinance institutions irrespective of their size. This paper focuses on such an innovative microfinance institution namely SafeSave (SS). SS is definitely unique in that they have adopted information and communication technologies (ICT) and built competence in dealing with vulnerable slum dwellers as a client even though they are a small firm in the market. This study compared the operational uniqueness and performance of SS among large MFIs equipped with ICT and small MFIs without ICT experience. In this context statistical analysis such as unpaired t-test and regression analysis were conducted. Customer satisfaction of SS was higher than other types of MFIs which showed the important lesson for small MFIs without ICT experience. Even though SS is innovative, there are scope to improve the operational mechanism by better management and more efficient information and communication technologies. [ABSTRACT FROM AUTHOR]