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An Integrated FCEM-AHP Approach for Borrower’s Satisfaction and Perception Analysis of Microfinance Institution

Munawar Hassan1, Shafqat Iqbal2, Harish Garg3,*, Shahbaz Gul Hassan4, Yunxian Yan1,*
1 College of Agriculture Economics and Management, Jilin Agricultural University, Changchun, 130118, China
2 School of Economics and Statistics, Guangzhou University, Guangzhou, 510006, China
3 School of Mathematics, Thapar Institute of Engineering & Technology, Deemed University, Patiala, 147004, India
4 College of Information, Science, and Technology, Zhongkai University of Agriculture and Engineering, Guangzhou, 510225, China
* Corresponding Authors: Harish Garg. Email: ; Yunxian Yan. Email:
(This article belongs to this Special Issue: Extension, Modeling and Applications of Fuzzy Set Theory in Engineering and Science)

Computer Modeling in Engineering & Sciences 2023, 134(1), 559-584. https://doi.org/10.32604/cmes.2022.021385

Received 11 January 2022; Accepted 04 March 2022; Issue published 24 August 2022

Abstract

The main objective of this paper is to present an integrated approach to evaluate the level of satisfaction of borrowers with the products and services of microfinance institutions (MFI) at different criterion levels. For this, the study adopts the concept of FCEM (Fuzzy Comprehensive Evaluation Method) in concurrence with the AHP (Analytical Hierarchy Process). In our day-to-day situation, the researchers have made many efforts to assess the impact of Microfinance on poverty reduction, but borrowers’ satisfaction is always overlooked. Since the multiple factors impact the borrower’s satisfaction, each factor is made of different items. Thus, as the factors items increase, many uncertainties are created, and hence this will make the decision making unsmooth or imprecise. To describe this, the FCEM method deals with the vagueness in the collection information phase. However, the AHP has been utilized to determine the objective weights of each factor. The presented integrated framework has been illustrated with a case study and presented their results. The study’s managerial benefit is also reported to address the situation.

Keywords

AHP; attribute weights; borrower satisfaction; FCEM; microfinance

Cite This Article

Hassan, M., Iqbal, S., Garg, H., Hassan, S. G., Yan, Y. (2023). An Integrated FCEM-AHP Approach for Borrower’s Satisfaction and Perception Analysis of Microfinance Institution. CMES-Computer Modeling in Engineering & Sciences, 134(1), 559–584.



This work is licensed under a Creative Commons Attribution 4.0 International License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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