Client Satisfaction Levels at Microfinance Institution: An Empirical Research

DOI

10.2991/iconies-18.2019.12How to use a DOI?

Keywords

Customer satisfaction, micro business, a microfinance institution

Abstract

Since 2008 until now, Koperasi XYZ has never conducted any assessment of the satisfaction and interest of clients on loan services to micro businesses that are the focus of their services. On the other hand, customer satisfaction can be used as a critical indicator of institutional development success as well as supporting the success and sustainability of business activity. Thus, this research aims to understand clients' satisfaction and other factors that can reduce client satisfaction which will cause the client to quit. Respondents who were samples of the study were active clients in service branches of Koperasi XYZ, determined by a multistage random sampling method. Data analysis was done by using descriptive statistic using SPSS program. Based on Cartesian diagram mapping, it can be concluded that the performance improvement that priority should be given by The Koperasi is the factor of working hour, punctuality, fulfillment of appointment, loan amount, installment amount and loan term. The reason for outgoing clients is more influenced by factors outside the organization (pull factor) when compared to factors that come from within the organization (push factor). The existence of a gap (minus) between performance and importance indicates that efforts are still needed to improve the performance of the services provided, especially with the increased competition with external organizations that can draw clients out.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Rudy Pramono
AU  - Sabrina O. Sihombing
AU  - Diena M. Lemy
PY  - 2019/10
DA  - 2019/10
TI  - Client Satisfaction Levels at Microfinance Institution: An Empirical Research
BT  - Proceedings of the 2018 International Conference on Islamic Economics and Business (ICONIES 2018)
PB  - Atlantis Press
SP  - 64
EP  - 68
SN  - 2352-5428
UR  - https://doi.org/10.2991/iconies-18.2019.12
DO  - 10.2991/iconies-18.2019.12
ID  - Pramono2019/10
ER  -