Can Information and Communication Technologies Improve the Performance of Microfinance Programs?

Given the important role played by microfinance institutions (MFIs), a growing number of studies have been recorded in this field. More specifically, researchers and practitioners are interested in factors that influence their performance in order to enhance the way they function and to ensure their sustainability. One of these factors concerns the use of information and communication technologies (ICT) in MFI programs. Despite the relevance of the topic, few studies have looked at the links between ICT use and the enhancement of MFI performance. In addition, ICT use in developing and emerging financial markets is also under studied. The purpose of this chapter is to fill this gap in the literature and to analyse how ICT can influence MFI performance. In this regard, three aspects of MFI performance are studied: efficiency, risk management and customer relationship management. The results of the survey conducted with MFI professionals in developing and emerging countries show that the implementation of ICTs enables MFIs to significantly improve their microfinance services, while enhancing work efficiency and customer relationship management in the same way as in other branches of financial services in general. However, our results give no empirical support to the contribution of ICTs in risk management or risk reduction.