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ANALYSIS OF THE CUSTOMER SATISFACTION ON ACTIVITIES OF MYA SEIN YAUNG MICROFINANCE INSTITUTION IN PADAGYI VILLAGE, KYAUKTAN TOWNSHIP

https://meral.edu.mm/records/9835
5e83b0bf-fca7-42c7-87ae-1251ad1cb072
cf2c276c-7628-4a93-9d79-8d3cfe769a2d
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Moe Moe Moe Yee & Banyar Aung & Ei Nwe Htway.pdf (352 KB)
Publication type
Journal article
Upload type
Publication
Title
Title ANALYSIS OF THE CUSTOMER SATISFACTION ON ACTIVITIES OF MYA SEIN YAUNG MICROFINANCE INSTITUTION IN PADAGYI VILLAGE, KYAUKTAN TOWNSHIP
Language en
Publication date 2024-09-17
Authors
Moe Moe Yee
Banyar Aung
Ei Nwe Htway
Description
This study explores customer satisfaction of the activities of Microfinance Institution (MFIs) in Padagyi Village. This study aims to study to explore the activity of microfinance in Padagyi Village and to examine the customer satisfaction with respect to these MFIs. Mya Sein Yaung MFIs give his clients financial services such as microfinance program and credit programmed. The clients of Mya Sein Yaung MFP are 400 and 30 households are interview with structure questionnaires. To increase the loan amount, the clients are needed to repayment at the right time. This, the responsible person needed to evaluate their loan program then services, to offer the clients, how to communicate their clients, interest rate, insurance program. To analyze the discrepancy gap between customer’s expectations and perceptions toward service quality of the studied MFIs, SERVQUAL
model was used. The service quality was consisted of five dimensions: tangibility, reliability, responsiveness, assurance and empathy and Mya Sein Yaung Microfinance Institution are negative. Therefore, MFIs were still need to improve the rest important dimension. This result shows that the surveyed customers are not satisfaction with the service provided by MFIs.
Keywords
Microfinance institutions, customer expectations and perception, SERVQUAL model, five dimensions
Journal articles
The Myanmar Journal 2021
250-263
Vol. 8, No. 2.
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