Performance of Microfinance Services in Urban Punjab: A Customers' Perspective

This paper analyses the qualitative performance of microfinance services in Urban Punjab as perceived by the beneficiaries. The success of microfinance in achieving its social objectives, effectiveness of the systems, role of HR and the ultimate impact it has on its customers has been taken into consideration. For this, the customers were asked to fill the questionnaires and a comparison of formal and informal service providers was made. The factor analysis technique followed by weighted average score ranked the various performance indicators. Even though the loan policies of formal channels were found favorable, they could not transform the status of the poor.