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

Mohammad Thoufiqul Islam, Chikako Takanashi, Takashi Natori


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.

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International Journal of Business and Management   ISSN 1833-3850 (Print)   ISSN 1833-8119 (Online)

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