The implementation of client protection principles in microfinance department-UNRWA

Other Title(s)

تطبيق مبادئ حماية العملاء في دائرة التمويل الصغير-الأونروا

Dissertant

Jawdah, Walid Abd al-Ghani Muhammad

Thesis advisor

al-Dayah, Wail Hamdi

University

Islamic University

Faculty

Faculty of Commerce

Department

Department of Business Administration

University Country

Palestine (Gaza Strip)

Degree

Master

Degree Date

2018

English Abstract

This study aims to examine the strengths and weaknesses of the implementation of the Client Protection Principles “CPPs” in UNRWA’s Microfinance Department “MD” in Gaza Strip, and provide information and recommendations that might help MD Management to improve its overall social performance.

The study used the analytical descriptive approach to analyze the data collected through questionnaire distributed among the whole study population of 58 employees in MD-Gaza.

The questionnaire was based on the self-assessment tool (benchmark) that is developed and introduced by The Smart Campaign to assess the implementation of the seven client protection principles.

The study concluded that MD is fully implementing all seven client protection principles with high consensus (86.7%).

These results indicate that MD has an outstanding performance regarding the implementation of CPPs in comparison with other MFIs around the world, thanks to its commitment to follow the microfinance industry’s best practices and the welling to continuous improvement to achieve its mission.

In light of the study’s results, analysis and conclusion; a set of recommendations were formulated and directed to: 1) MD’s management to carry on their efforts to achieve the social mission alongside the financial stability and to always put the client protection as a high priority; 2) the Palestinian Monetary Authority to continue following up the implementation of CPPs in all MFIs working in Palestine and raise awareness about its importance and the best practices to implement it.; 3) the Palestinian Network for small and micro finance “Sharakeh” to provide its members with guidelines and best practices for a successful application of the client protection principles; and 4) the Smart Campaign to raise awareness on the importance of the client protection principles in MENA region.

These recommendations would improve the contribution of these parties in CPPs implementation and improve the overall client protection.

Main Subjects

Business Administration

Topics

• Customers
• UNWRA

No. of Pages

161

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-912102