Measuring Quality of Outreach in Microfinance: Evidence from Vietnam

Abstract

Microfinance outreach is a mission that encompasses all operations of microfinance institutions (MFIs), it is an important goal to achieve operational sustainability and performance for most microfinance service providers. Many researchers showed that quality of outreach is defined by the customer satisfaction. This study uses the five broad dimension theory of service quality, data will be collected from the way of survey from the MFIs’ customers and later on will be analyzed by statistical technique and tools like descriptive statistics, and correlation method. The descriptive statistics are conducted to show out some specific areas in which MFIs need to pay more attention. The correlation analysis is to find out the relationship between each independent variable and the dependent variable. Finally, the conclusion and recommendation will summarize the key findings of the research and give suggestions to MFIs in Vietnam.