Impact of the Customer Relationship Management on the Performance of the Institutions of Microfinance in Cameroon: The Case of the CAMCCUL Network
Journal Title: INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY - Year 2012, Vol 1, Issue 3
Abstract
The objective of this contribution is to work out the customer relationship management and the commercial performance of the institutions of microfinance (IMF) in Cameroon in order to show its impacts on the performance indicators of the latter. To achieve this goal, we have simultaneously applied the nonparametric method of the Data Envelopment Analysis (DEA) and the censored Tobit model on a sample of 60 IMF belonging to the Cameroon Cooperative Credit Union League (CAMCCUL) network. The different statistical tests carried out have first of all permitted us to estimate the IMF performance levels and then to assess the different factors which influence the commercial performance of the IMF, taking into account the indicators obtained from the literature review. As a general rule, we have realized from our results that the IMF of the CAMCCUL network are globally inefficient as regards the commercial performance, the women influence on the scores of performance being very significant, insofar as the IMF which are in majority made up of women have relatively been more impressive compared to those which are in majority made up of men. Among the factors influencing the performance, we have noted that the computerized management of the customer relationship and the proximity (closeness) of the social contacts exert a positive influence on the performance, while the satisfaction towards the past experiences with the IMF exerts a negative and very significant influence on this one.
Authors and Affiliations
Simonet Marie Antoinette, Kamdem David, Nguefack Christian
Keywords
Related Articles
- EP ID EP654167
- DOI 10.24297/ijmit.v1i3.1427
- Views 139
- Downloads 0
The effect of using collaborative technology on the banking knowledge management: case of Tunisian banks with mixed capital
This study examines the influence of using collaborative technology (Groupware) on knowledge management (KM) process (capture, storage, dissemination and reuse of knowledge). Based on a survey of 272 front office Tunisia...
Relationship Between Investment and Cash Flow Under High and Low Investment Opportunities: Evidence from Pakistani Manufacturing Firms
This paper examines the relationship between cash flow and investment under high and low investment opportunities of 167 Pakistani non-financial manufacturing firms listed in the Karachi Stock Exchange during the period...
A Real-Time Optimal Route Computation for Public Transport System Using Web
In this work describes web-map public transport enquiry system as described in this paper, gives a good example of providing bilingual information and public transport run in the form of interactive maps and texts, as we...
For local communication through Internet in the service for Good Governance in Local Decentralized regional: Case of the Highlands of Western Cameroon
This article is part of the research theme: "Development of territories", examines the principles governing the actions of a local call over the Internet to the implementation of good governance in the highlands of West-...
Maintenance model based on multi agent system improving the performance to a total quality management
Manufacturers recognize that production systems have no value if the production equipment is unreliable. Nowadaysindustrial maintenance, strategic business function is evolving. It is inter -related to the development of...