with a pilot study were done. Statistical frequency, reliability test, KMO and
Bartlett‟s test, factor analysis were utilized, and 9 hypothesizes were tested
using t-test and Pearson correlations.
Some findings and conclusions about Hoi An arrived at the following :
1. The clients shared common characteristics with those drawn in other
related studies in terms of female-focus lending, education, business type;
2. Evidence on clients‟ profile in terms of years of relationship shows that
MFIs in Hoi An are in the process to built up their client network.
3. The total sum of six dimensions including: “financial outreach”; “tangibility”;
“responsiveness”; “empathy”; “assurance”; and “reliability” can contribute
remarkably to the total variance of the overall perceived service quality.
Of which, “financial outreach” and “reliability” were most vital dimensions.
4. The overall service quality score of formal sector MFIs was higher than
that of semiformal sector MFI‟s.
5. The overall perceived service quality has significant impact on income
improvement and social equality of the clients.
6. Recommendations were made to management of MFIs include: MFIs‟
awareness in meeting with service quality standards, responsibilities of
clients to micro-credit conditions, and efforts to use loans efficiently.
Suggestions on an action plan include: sets of criteria and required steps.
Furthermore, there are also recommendations to future academic
researches based on limitations of the study.
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