【作者】 Gilal Rehman Gul；

【导师】 Xie Kefan；

【作者基本信息】 武汉理工大学 ， Management Science and Engineering， 2010， 博士

【摘要】 本项研究的主要目标是为了针对小型信贷机构的客户维系建立一个理论框架并得到实际结论。这项研究的理论基础是所谓“穷人的银行”的小型贷款机构正在流失其第一、第二贷款周期的主要客户群。由于小型信贷机构只在第四和第五贷款周期之后才开始赢利,因此这些早期客户的中途退出对小型信贷机构的长期生存是不利的。本项研究旨在确定客户中途退出的原因并发掘出客户对小额信贷计划各方面的观点和满意水平。为了研究上述问题,本文采取了案例研究的方法,并选取了三家巴基斯坦的小型信贷银行进行具体分析。这三家小型信贷银行是该国小型信贷部门的典型代表。除了其他收集数据的方法,本文主要采取的调研方法是从中途退出的客户中收集数据。最后将这些收集到的数据进行定性和定量的研究得到具体结论。研究结果表明,金融产品,尤其是小额贷款和团体贷款是造成客户中途退出的主要原因,其次是客户的个人原因和商业原因。进一步研究表明：a)这些中途退出的客户适当的利用了贷款；b)大多数中途退出的客户认为贷款没有帮助到他们的家庭；c)在农村的中途退出的客户认为团体贷款帮助到了他们,而在城市的中途退出的客户却认为团体贷款没有帮到他们；d)这些中途退出的客户认为很容易而且能够偿付贷款；e)大部分中途退出的客户对这些贷款计划是满意的；f)大部分中途退出的客户愿意再次贷款并把这些贷款计划介绍给自己的亲友。基于以上结论本文提出以下建议,小型信贷机构应该适当谨慎的选择客户,而且应该形成考虑客户地理接近性的小组。此外,小型信贷机构应该保留他们的现场工作人员,因为正是他们拥有客户的第一手资料。更多还原

【Abstract】 The main objective of this study was to establish theoretic framework and get empiric findings on customer retention in microfinance institutes. The rationale behind this study was that Microfinance which is often referred as "Bank for the Poor", are loosing major chunk of their customers at first and second loan cycle. Considering that microfinance institutes are profitable on their customers only after fourth and fifth loan cycles, these early customer dropouts are considered detrimental for the long term survival of microfinance institutes. Therefore in this study effort has been made to identify the causes of customer dropouts and find out customers view point and satisfaction level about various aspects of microfinance programIn order to investigate the said issues case study approach was adopted and three microfinance banks operating in Pakistan were selected for detailed study. These three microfinance banks were the truly representative of microfinance sector in country. In addition to other methods of data collection, mainly survey technique was adopted to collect data from dropout customers. The information gathered was analyzed by using both qualitative and quantitative techniques to arrive at concrete conclusions.The research findings revealed that financial products, particularly small size of loan and group lending were the main reasons of customer dropouts, followed by customer’s personal and business reasons. Further research revealed that a) the dropout customers utilized loan properly, b) the majority of dropout customers believed that loan did not help their family, c) the dropout customers in rural areas believed that group lending helped them where as dropout customers in urban areas believed group lending did not helped them at all, d) the dropout customers reported that it was easy and with in capacity to repay loan, e) majority of dropout customers were satisfied with the loan program., and f) majority of dropout customers were willing to rejoin and refer the loan program to other friends and relatives.On the basis of findings it was recommended that to increase customer retention rate microfinance institutes should select and qualify customers with due care, and groups should be formed considering the geographical proximity of customers. Further it was recommended that microfinance institutes should retain their field staff because they are the one who have first hand information about customers.更多还原