Limitations of the Theories of Nonprofits and Benchmarking Services Delivery Dimensions of Poverty-Reduction Programs in Rural Bangladesh

Even though both contract failure and consumer control theories of nonprofits stress the need for monitoring the performance of the firms, these models fail to offer any guidelines on how to do so. In general, the performance of poverty-reduction projects are assessed on amounts of loan disbursement, repayment rates, area of coverage, and financial sustainability. However, performance assessment based on the efficiency of service delivery has in the past been ignored even though the importance of efficient service delivery in poverty-reduction programs is well recognized in the literature and in the theories of nonprofits. Due to this specific lacuna, benchmarking in the aspects of efficient service delivery has never been applied. Based on primary data collected from 78 villages in Bangladesh from September to December 2009, this article develops a two-dimensional multi-item service delivery index to compare the efficiency of participating organizations in the stated programs in order to set industry benchmark values for each item of the index.