Assessment of Satisfaction of MSME at the Pre-Stage of Loan Sanction by Public Sector Banks in Odisha, India

Abstract

Micro, Small, and Medium Enterprises (MSMEs) are integral to the economic framework, significantly contributing to job creation, promoting equitable income distribution, and mitigating regional economic disparities. The success of MSME entrepreneurs is heavily reliant on the support they receive from financial institutions, particularly in terms of credit access and banking services. This research aims to investigate the determinants of satisfaction among MSME borrowers and assess their overall contentment with public sector banking services. Recommendations are provided to enhance borrower satisfaction, thereby facilitating accelerated growth within the MSME sector. The study employs rigorous scientific methodologies to analyze MSME's satisfaction with commercial banks, revealing that the relationships between various factors and customer satisfaction regarding bank policies and procedures are predominantly linear, with high correlation coefficients indicating a strong connection between these elements.