The moderating role of business growth on the relationship between business development services provided by islamic microfinance institutions and customer satisfaction: A study on the SMEs in Yemen

Abstract

This paper aims to investigate the moderating role of business growth on the relationship between Business Development Services (BDS) and SMEs owners' satisfaction on the Islamic Microfinance System in Yemen. Specifically, this paper showed the effectiveness of the business development services provided by Islamic microfinance system to satisfy the SMEs customers and how this relationship is contingent on the business growth opportunities. In examining the hypothesized model, the quantitative methodology was employed. Out of 532 questionnaires distributed, 346 ones were returned out of which only 320 were usable for the data analysis stage. The results confirmed the direct effect of BDS on SMEs owners' satisfaction and the moderating role of business growth on the said relationship.