Systematic review reveals digitalization improves customer satisfaction in microfinance, indicating challenges remain in data privacy and accessibility.
Customer satisfaction has been affected by the way digitalization has changed several industries, including microfinance. The purpose of this systematic review is to summarize, from 2015 to 2024, the impacts of digitalization on customer satisfaction in Malaysia's microfinance sector. Data extraction from 16 qualified research, quality assessment, and database search were all part of the methodical process. The results show that by enhancing accessibility, convenience, transparency, and efficiency, digitalization—via mobile banking, online platforms, and digital payments—markedly increased customer satisfaction. But some obstacles were pointed out to be issues like the digital divide and worries over data privacy. For interested parties to strategically apply digital advancements while overcoming challenges, the review provides practical consequences. Future study should look into moderating factors, compare studies, longitudinal studies, and digital transformation issues. This methodical study offers insights into using digitalization to promote inclusiveness and customer-centric financial services in Malaysian microfinance. JEL Codes: G21, O33, L86 Keywords: Microfinance, MIFs, Digitalization, Malaysia, Systematic Review.
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Ariffin et al. (2025) studied this question.
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