Publications

Client Satisfaction In Microfinance Program

05 May 2014
  • S. M. Rahman

CARE Bangladesh through its microfinance project called INCOME III aims to increase access to financial services for the poor in Bangladesh. Improved access allows the poor to save and borrow money to meet their investment and consumptions needs. Access to microfinance has a strong correlation with poverty reduction. The INCOME III project operates in urban and per-urban areas of three big cities viz. Dhaka, Chittagong and Khulna with more than […]

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Financial Awareness Scoping Initiative

05 May 2014

    In recent years, practitioners as well as policy makers have realized that financial literacy is akey dimension of financial inclusion. Extensive efforts at increasing the supply of financialservices often do not yield adequate results due to a lack of financial knowledge amongstthe population. Dr D Subbarao, Governor of the Reserve Bank of India, has drawn attentionto the key role of financial literacy in promoting inclusion by observing “Financial literacy and […]

    What Do Microfinance Customers Value?

    05 May 2014
    • Inez Murray
    • Elizabeth Lynch

    Women’s World Banking (WWB) network members believe that microfinance should work for poor women,and be financially sustainable. Over the last four years,the WWB global team has worked with network leaders to undertake customer surveys and focus groups to better understand what poor women and men value as customers of microfinance services. This research is used to improve existing products and services, and to design new product offerings. This What Works […]

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    A Survey and Critical Study on the Customer Satisfaction of the customers of Arohan

    02 May 2014

      Arohan is a Kolkata based micro finance institution catering to economically active poor women in andaround Kolkata through the provision of loans. Arohan believes that success lies in being customercentric. A formal customer satisfaction survey is part of the processes it has set up to hear what thecustomer has to say. Since it commenced operations in April 2006, Arohan has reached a customerbase of 68,000 and a loan portfolio of […]

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      Building Customer Loyalty

      02 May 2014
      • Craig F. Churchill
      • Sahra S. Halpern

      The importance of customer loyalty and customer satisfaction has become increasingly apparent to microfinance practitioners as the microfinance industry has matured during recent years. In the past three years, Centenary Rural Development Bank has grown by nearly 300% in terms of total assets and number of customers served. This dramatic growth has in part resulted from the use of many of the customer service oriented policies presented in this technical […]

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      Smart Lending: Client Protection in the Grameen-Style Group Lending Process (India)

      02 May 2014

        “Smart Lending: Client Protection in the Grameen-Style Group Lending Process” is a tool for MFIs that want to incorporate good client protection practices into their group lending process. The tool is applicable to Grameen-style “group of groups” credit methodology and was developed specifically for Indian MFIs. The group lending process is segmented into five key phases: (1) Client Recruitment & Application, (2) Compulsory Group Training & Group Recognition Test, (3) […]

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        Compartamos Initial Public Offering: A Case Study on Microfinance Interest Rates and Profits

        02 May 2014
        • Richard Rosenberg

        On April 20, 2007, Banco Compartamos, a microfinance institution (MFI) that was launched in 1990 and originally funded by grants from various sources, including CGAP, completed a landmark initial public offering (IPO) of its stock. The IPO was 13 times oversubscribed and considered a huge success by any financial market standard.1 Pent-up demand caused the share price—representing 30 percent ownership in the bank—to surge 22 percent in the first day […]

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