Information and Communication Technologies contribution to Microfinance Institutions performance: An empirical investigation of developing and emerging financial markets

Abstract

The purpose of this research is to analyse how Information and Communication Technologies influence Microfinance Institutions performance on three regards: work efficiency, risk management and customer relationship management. Results of the empirical study show that the implementation of ICT enables MFIs in developing and emerging countries to significantly improve their microfinance services while enhancing work efficiency and customer relationship management. However, no empirical support was found for ICT contribution to risk management or reduction.