Paper
2005/2006 BPR & LPD Customer Satisfaction Survey
This report presents key survey results for Indonesia's rural credit banks
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101 pages
This report takes a look at the importance of customer satisfaction for the success of a commercial institution.The report presents the results of the 2005 Rural Credit Banks (BPR) Customer Satisfaction Survey, the first national survey of customer satisfaction carried out by BPRs, with a parallel survey of Village Credit Institutions (LPDs) in Bali.The report argues that:
- Customer satisfaction is one of the most important factors for the growth and success of a commercial institution,
- Customer satisfaction measures the ability of the institution to deliver products and services that satisfy the customer and make them want to continue using the institution,
- Increase in customer satisfaction is an indicator of successful institutional development and a predictor of future success,
- In Indonesian microfinance, where competition is strong between institutional types, it is important for institutions to base their development on the preferences of customers.
The report is organized as follows:
- Chapter 1:
- Summarizes the method used in the survey design and implementation,
- Presents recommendations for future survey implementation and a brief selected bibliography.
- Chapter 2 presents key survey results:
- An overview of BPR and BPR customer characteristics found in the survey sample,
- The survey of active BPR customers, followed by key results for inactive customers.
- Chapter 3:
- Presents summary conclusions and recommendations based on the BPR survey.
- Chapters 4 and 5:
- Contain key survey results and conclusions, respectively, from the LPD survey.
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