Intellectual Capital: Firms’ Hidden Source of Service Quality in the Microfinance Industry in Uganda

The author examines the relative contribution of individual intellectual capital elements on service quality in Uganda's microfinance industry (MFI), adopting analysis of moment structures, a form of structural equation modeling. Other than relational capital, intellectual capital elements are strong predictors of service quality with predictive power of 34%. To boost the wealth of MFIs, managers should use a suitable intellectual capital blend that increases firm value. Since the results of this study clearly show that human capital is the most important intellectual resource, MFIs should source for competent people who play key roles in the industry.