The Role of Digitalization in Improving the Performance of Microcredit Institutions in Morocco

Abstract

This research analyzes the impact of digitalization on the performance of microcredit institutions in Morocco. By focusing on the automation of operations, digital access, cybersecurity, and the expansion of mobile services and online platforms, the study evaluates how these dimensions influence efficiency, cost reduction, and financial inclusion in the microfinance sector.

Data was collected through interviews with executives and questionnaires sent to various key stakeholders within microcredit institutions. The data analysis, conducted using multivariate statistical tools, revealed that the digitalization of operations significantly improves operational efficiency by automating processes and reducing processing times. Digital access has expanded financial inclusion by facilitating access to services for marginalized populations, while cybersecurity enhances customer trust by protecting sensitive data.

The results show that the expansion of mobile services and online platforms reduces operational costs by decreasing reliance on physical branches and optimizing management processes. In conclusion, digitalization constitutes a crucial lever for improving the performance of microcredit institutions, with significant implications for efficiency, accessibility, and security. Institutions should continue to invest in these technologies to enhance their impact and support greater financial inclusion.