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Microfinance is considered to be one of the best tools to deliver the financial services to the poor people in Pakistan to eradicate the poverty from the roots. This research is aimed to explore the factors that impact causes of employee turnover in microfinance industry in developing countries like Pakistan. Discourse of literature coupled with experts opinion is used for identification of factors. Interpretive Structural Modelling (ISM) is used of structural mapping of factors interconnections. Cross impact matrix multiplication applied to classification (MICMAC analysis) is used for classifying the factors on the basis of driving-dependence power. ISM and MICMAC methodologies are used in order to simplify the complex and conundrum phenomena by representing it into graphical form. These are qualitative methodologies of modelling and analysis for which primary data is collected through matrix type instrument of measurement coupled with semi-structured interview. Results of review of literature show that there are 18 factors causing employees turnover in microfinance industry. ISM results reveal that job insecurity, absence of complementary financial and non-financial services, unrealistic recovery targets and temptation for money laundering are the most critical factors. MICMAC shows that there is no autonomous factor, 4 are in independent, 4 are in dependent and remaining 10 are in linking. This is a valuable study having implications for microfinance investors to use their existing resources, policy makers to design their policies according to the designed framework to gain advantage and decision makers to use their existing resources & means to manage these factors optimistically. The current study was conducted in a developed country such as Pakistan, but it can be effectively extended to neighbouring developing countries with minor changes to the hierarchy structural model.

There has been a drastic change in the ways of doing business after COVID-19. Business world has been shifted from traditional to contactless ways and digitalization has been increased during and after COVID-19 all over the world including Pakistan. So, there has been a need to study the factors that affect the success of contactless businesses, specifically in the context of Pakistan. The aim of the study is to generate the comprehensive list of critical success factors of contactless businesses in Pakistan and to analyze their interpersonal relationships and to classify them. This study is exploratory by its nature and the methodology used for this study is Interpretive Structural Modelling (ISM) along with Multiple Cross Impact Matrix (MICMAC) analysis that corroborate the results of ISM. Data has been collected primarily from the panel of experts on the topic. Results of the study show that the most important factor that contributes towards the success of contactless businesses in Pakistan is creativity and innovation which lies at the bottom of the model. This research is useful for all the stakeholders of contactless businesses since it contributes generates the list of critical factors, their hierarchical model, their classification model and lot of new information on interaction of these critical success factors.