IMPACTS OF CUSTOMERS SATISFACTION MANAGEMENT ON THE PERFOMANCE OF MICRO FINANCE INSTITUTION ; CASE OF MUTUELLE POUR LA PROMOTION DE L’EPARGNE ET CREDIT D’INVESTISSEMENT(MUPECI)

 ABSTRACT

With a view to complete our academic year in banking and finance, advisor and client manager option at institute universities de la cote and obtaining our HND (higher national diplomat) we are called upon to do an academic internship. Our internship was carried out at MUPECI for a period of two months. As part of this training, we were assigned to various departments such as credit services, counter services. During our visit, we noted that a number of problems: the instability of the inter agency liaison account, poor communication between the cash dash and that of the counter, poor managements of documents and poor managements of checks. Based on this, our analysis focused on customer’s satisfaction, which is the branch main payment instrument, so we presented CUSTOMERS SATISFACTION MANAGEMENTS in general, but also in the specific context of MUPECI. So we presented some problems related to this and made critical analysis of these and then made some remarks that we observed and proposed solutions for improvement.