| 摘要 | 第1-6页 |
| Abstract | 第6-11页 |
| Chapter 1 Introduction | 第11-26页 |
| ·Problem Statement | 第11-12页 |
| ·Rationale and Significance of Study | 第12-13页 |
| ·Research Objectives and Research Questions | 第13-15页 |
| ·Research Scope | 第15-16页 |
| ·Benefits and Outcomes of the Study | 第16-17页 |
| ·Organizational Level Contributions | 第16页 |
| ·Theoretical Contributions | 第16-17页 |
| ·Research Methodology | 第17-22页 |
| ·Research Philosophy | 第18页 |
| ·Research Approach | 第18页 |
| ·Research Strategy | 第18-19页 |
| ·Data Sampling | 第19页 |
| ·Data Collection | 第19-20页 |
| ·Data Analysis and Interpretations | 第20-22页 |
| ·Limitations of the Study | 第22-23页 |
| ·Structure of Dissertation | 第23-26页 |
| Chapter 2 Literature Review | 第26-44页 |
| ·The Scope of the Theoretical Underpinning | 第26页 |
| ·Discussion on Related Theories Concepts and Frameworks | 第26-43页 |
| ·Relationship Marketing:Philosophy of Customer Retention | 第26-30页 |
| ·Customer Retention | 第30-37页 |
| ·Customer Retention and Loyalty Literature in Microfinance Context | 第37-42页 |
| ·Other Relevant Theories | 第42-43页 |
| Chapter Summary | 第43-44页 |
| Chapter 3 Context of Microfinance Institutes | 第44-53页 |
| ·Microfinance:Banking for the Poor | 第44-45页 |
| ·Microfinance-Defined | 第45-46页 |
| ·Providers of Microfinance Product and Services | 第46-47页 |
| ·History and Evolution of Microfinance | 第47-52页 |
| ·Grameen Bank Bangladesh | 第48-50页 |
| ·Bank Rakyat Indonesia(BRI) | 第50-51页 |
| ·ACCION International Latin America | 第51-52页 |
| Chapter Summary | 第52-53页 |
| Chapter 4 Customers in Microfinance Industry | 第53-62页 |
| ·Target Market of Microfinance Institutes | 第53页 |
| ·Characteristics of Microfinance Customers | 第53-56页 |
| ·Financial Needs and Expectations of Microfinance Customers | 第56-59页 |
| ·Financial Products and Services offered by Microfinance Institutes | 第59-61页 |
| ·Credit Products | 第59-60页 |
| ·Saving Products | 第60页 |
| ·Micro Insurance Products | 第60-61页 |
| ·Money Transfers | 第61页 |
| Chapter Summary | 第61-62页 |
| Chapter 5 Propositions about Customer Retention in Microfinance Institutes | 第62-77页 |
| ·A Synthesis of Previous Discussions | 第62-63页 |
| ·Propositions about Customer Retention in Microfinance Institutes | 第63-73页 |
| ·Mission Statement, Strategies & Goals and Intentions Of Microfinance Institutes | 第64-65页 |
| ·Selection and Screening of Potential Customers | 第65-66页 |
| ·Market Oriented Products and Services | 第66页 |
| ·Group Lending Issues | 第66-67页 |
| ·Customer Education and Awareness | 第67-68页 |
| ·Financial Needs & Expectations of Customers and Customer Retention | 第68-69页 |
| ·Employees' Retention Helps in Customer Retention | 第69-70页 |
| ·Organizational Structure, Processes and Customer Retention | 第70-71页 |
| ·Implementation of Relationship Marketing Model in Microfinance Institutes | 第71-73页 |
| ·Taxonomic Framework of Customer Dropout in Microfinance Institutes | 第73-76页 |
| Chapter Summary | 第76-77页 |
| Chapter 6 Empirical Study of Customer Dropouts and Retention in Microfinance Banks | 第77-164页 |
| ·Microfinance Sector in Pakistan | 第77-78页 |
| ·Cases | 第78-98页 |
| ·Case of Khushhali Bank Limited(KBL) | 第78-88页 |
| ·Case of First Microfinance Bank Limited(PMBL) | 第88-93页 |
| ·Case of Pak-Oman Microfinance Bank(POMB) | 第93-98页 |
| ·Analysis and Interpretation | 第98-161页 |
| ·Qualitative Analysis | 第98-104页 |
| ·Quantitative Analysis | 第104-161页 |
| ·Concluding Remarks | 第161-163页 |
| Chapter Summary | 第163-164页 |
| Chapter 7 Conclusions and new research prospective | 第164-172页 |
| ·Conclusions | 第164-166页 |
| ·Creative Points | 第166-168页 |
| ·Recommendations | 第168-170页 |
| ·Further Research Prospective | 第170-172页 |
| References | 第172-180页 |
| Appendix-1 Customer Dropout Survey | 第180-185页 |
| Appendix-2 Questionnaire for Top and Middle level Management | 第185-187页 |
| List of Figures | 第187-190页 |
| List of Tables | 第190-193页 |
| Research Publications | 第193-194页 |
| Acknowledgement | 第194页 |
