EVALUATING MEMBER SATISFACTION WITH SERVICE QUALITY OF MICROFINANCE INSTITUTIONS

Abstract

This study employs a quantitative research approach to examine the effect of services quality on member satisfaction in category II MFIs. Primary data collected from 179 members of different credit union operating in Cameroon were used. The data were tested for normality and multivariate regression analysis was used. The result revealed that all the five hypotheses formulated to guide the study are attained. The effect of service quality tangibility, reliability, responsiveness, and empathy on members satisfaction of the MFIs were positive and significant while service quality assurance system has a positive but insignificant effect on member satisfaction. The category II microfinance institutions could ameliorate on the service quality as a strategy to enhance member satisfaction.