From the results of the study, it is clear that the bottom wire from the success of microfinance institutions growth began with retention.” However, customer service is an attitude “customer and therefore hard and difficult to measure. According the Managing Director Microfinance Managers can however attempt to quantitatively measure it by; Mystery customer services; that are organizing with outside agents who pose as customers and secretly evaluate quality of services provided and their feedback should be used constructively. Customer advisory of previous and current clients need to regularly review services and advice management. Customer advisory board needs to organize regular meetings with sample clients to both listen to their comments and criticisms, but also respond in tangible ways. groups conducted by research firms focusing sessions with representative samples of clients to evaluate customer service. They should be conducted anonymously by external agents and likely to attract crucial comments from clients. Clients could also include prospective clients as well as competitors’ customers. Client surveys with buyer samples and this approach is informative if it is done on former clients as it reveals the ways they stopped borrowing from the institution. CHAPTER FIVE 5.0 Findings, Conclusions, Limitations and Recommendations 5.1 Introduction This Chapter discussed the findings and draws conclusions to the results in Chapter four. The Chapter further contains recommendations, limitations and conclusions according to the objectives of the study. Lastly it gives suggestions for further research. 5.2 Summary of the findings with respect to study objects 5.2.1 Findings about the credit policy Pride Microfinance Ltd uses The study found out that for anyone to qualify to any credit; the managers ask for collateral security, business turnover which indicates an ability to pay back, employers recommendations,
From the results of the study, it is clear that the bottom wire from the success of microfinance institutions growth began with “customer retention.” However, customer service is an attitude and therefore hard and difficult to measure. According the Managing Director Microfinance Managers can however attempt to quantitatively measure it by; Mystery customer services; that are organizing with outside agents who pose as customers and secretly evaluate quality of services provided and their feedback should be used constructively. Customer advisory of previous and current clients need to regularly review services and advice management. Customer advisory board needs to organize regular meetings with sample clients to both listen to their comments and criticisms, but also respond in tangible ways. groups conducted by research firms focusing sessions with representative samples of clients to evaluate customer service. They should be conducted anonymously by external agents and likely to attract crucial comments from clients. Clients could also include prospective clients as well as competitors’ customers. Client surveys with buyer samples and this approach is informative if it is done on former clients as it reveals the ways they stopped borrowing from the institution. CHAPTER FIVE 5.0 Findings, Conclusions, Limitations and Recommendations 5.1 Introduction This Chapter discussed the findings and draws conclusions to the results in Chapter four. The Chapter further contains recommendations, limitations and conclusions according to the objectives of the study. Lastly it gives suggestions for further research. 5.2 Summary of the findings with respect to study objects 5.2.1 Findings about the credit policy Pride Microfinance Ltd uses The study found out that for anyone to qualify to any credit; the managers ask for collateral security, business turnover which indicates an ability to pay back, employers recommendations,
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