Micro finance service quality
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Micro finance service quality
MICRO-FINANCE SERVICE QUALITY: THE HOI AN CITY, VIETNAM EXPERIENCEA dissertation presented toThe Faculty of the Graduate SchoolBulacan state Universit Micro finance service quality tyBulacanIn Partial Fulfillmentof the Requirement for the DegreeDoctor of Philosophy in Business AdministrationMajor in Finance and BankingPHU HA NGUYEN2013ABSTRACTThe dissertation attempted to evaluate perceived service quality of micro-finance institutions operating in Hoi An and its impact on inc Micro finance service quality ome improvement and social equality of clients in Hoi An in 2010-2012.Specifically, it sought answers to the following;1How is perceived service qualiMicro finance service quality
ty of MFIs in Hoi An in terms of: financial outreach, tangibles, responsiveness, empathy, assurance, and reliability ?2How may the service quality of MICRO-FINANCE SERVICE QUALITY: THE HOI AN CITY, VIETNAM EXPERIENCEA dissertation presented toThe Faculty of the Graduate SchoolBulacan state Universit Micro finance service quality Is influence income improvement and social equality of clients in Hoi An?4Are there significant differences in perceived service quality among formal and semi-formal sector MFIs in Hoi An when they come to providing microcredit ?.5If there are. what underpins these differences?6What is a plan of act Micro finance service quality ions to improve the effectiveness of the microcredit program with aims to improve the financial and social positions of the clients in Hoi An?.FollowiMicro finance service quality
ng a review on related theories, studies and literatures, conceptual framework on service quality, and self-developed questionnairewith a pilot study MICRO-FINANCE SERVICE QUALITY: THE HOI AN CITY, VIETNAM EXPERIENCEA dissertation presented toThe Faculty of the Graduate SchoolBulacan state Universit Micro finance service quality t and Pearson correlations.Some findings and conclusions about Hoi An arrived at the following :1The clients shared common characteristics with those drawn in other related studies in terms of female-focus lending, education, business type:2Evidence on clients' profile in terms of years of relations Micro finance service quality hip shows that MFIs in Hoi An are in the process to built up their client network.3The total sum of six dimensions including: "financial outreach'; "tMicro finance service quality
angibility"; “responsiveness’’; ‘empathy”; "assurance”; and “reliability” can contribute remarkably to the total variance of the overall perceived serMICRO-FINANCE SERVICE QUALITY: THE HOI AN CITY, VIETNAM EXPERIENCEA dissertation presented toThe Faculty of the Graduate SchoolBulacan state Universit Micro finance service quality higher than that of semiformal sector MFI's.5The overall perceived service quality has significant impact on income improvement and social equality of the clients.6Recommendations were made to management of MFIs include: MFIs' awareness in meeting with service quality standards, responsibilities of Micro finance service quality clients to micro-credit conditions, and efforts to use loans efficiently. Suggestions on an action plan include: sets of criteria and required steps.Micro finance service quality
Furthermore, there are also recommendations to future academic researches based on limitations of the study.iiACKNOWLEDGEMENTSThis study could not haMICRO-FINANCE SERVICE QUALITY: THE HOI AN CITY, VIETNAM EXPERIENCEA dissertation presented toThe Faculty of the Graduate SchoolBulacan state Universit Micro finance service quality mes are gratefully acknowledged and their precious memories will always be treasured.To Dr. Andy NG YOKE BENG, the author’s supervisor for his precious time, experiences, knowledge, advice for modification from the beginning to the completion of the study;To the author's husband, children, mother in Micro finance service quality law' for their encouragement and taking care;To the author’s parents for being so supportive in time of needs:MICRO-FINANCE SERVICE QUALITY: THE HOI AN CITY, VIETNAM EXPERIENCEA dissertation presented toThe Faculty of the Graduate SchoolBulacan state UniversitMICRO-FINANCE SERVICE QUALITY: THE HOI AN CITY, VIETNAM EXPERIENCEA dissertation presented toThe Faculty of the Graduate SchoolBulacan state UniversitGọi ngay
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