The Role of Technological Innovation in Improving the Performance of Microfinance Institutions in Morocco

Khaoula FATOUH; Malak JIBRAILI; Aziz MOUTAHADDIB1

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Publication Date: 2025/01/03

Abstract: This study investigates the role of technological innovation in improving the performance of microfinance institutions (MFIs) in Morocco. MFIs play a critical role in financial inclusion by providing essential services to marginalized populations, particularly in rural areas. The adoption of technologies such as customer relationship management (CRM) systems, financial management applications, and mobile payment solutions has enhanced operational efficiency. However, challenges like high implementation costs, technical skill gaps, and resistance to change persist, limiting broader adoption. Using a qualitative approach, data was collected from all 11 Moroccan MFIs through structured questionnaires. Findings reveal that while technology significantly improves risk management and operational processes, its impact on client satisfaction remains limited. Future prospects include adopting advanced technologies like artificial intelligence and blockchain. Recommendations include capacity-building initiatives, investment in secure digital infrastructure, and fostering public-private partnerships to accelerate digital transformation. The study also highlights the need for further research on the financial and social impacts of these innovations over time.

Keywords: Microfinance, Technology, MFI, CRM, Performance, Innovation.

DOI: https://doi.org/10.5281/zenodo.14590790

PDF: https://ijirst.demo4.arinfotech.co/assets/upload/files/IJISRT24DEC1333.pdf

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