Analysis of Perception of UBIs Customers about UBIs Retail Loans

Q1. On which bank you depend for your regular transaction?

Bank Name

Customers Response in %

UBI

45%

SBI

20 %

HDFC

2%

ICICI

8%

Other

25%

Preferred Bank for Regular Transactions

50%
40%
30%
Customer Response in
%

20%

Customer Response

10%
0%

Bank Name

It has been observed that approximately 45% correspondents are using the service of UBI for their daily
transaction, around 20% of people are using SBI Bank for their transaction and only 2% & 8% of people are
using HDFC & ICICI Bank service respectively in Ujjain. 20% customers are using other banks for their regular
transactions.

Q2. Are you aware of products & services provided by UBI?

YES

85%

NO

15%

Customer Awarness about Products &Services of UBI

15%
YES

NO

85%

From the above data it is clear that most of the customers (around 85%) of Ujjain have the idea about the
product & services of UBI, the rest 15% have the idea about the product they are using.

Q3. If yes are you aware of the Retail Loans of UBI?

YES

80%

NO

20%

Customers Awarness About Retail Loans of UBI

20%
YES

NO

80%

It is clear that most of the people have the idea about the advance products of UBI. Almost all the 80% people,
who have the idea about the loan product, are the user of UBI product & service.

Q4. If you prefer UBI for taking loan than what influence you to take Loan from UBI?

Most of the people said that they prefer UBI for taking loan because of the transparency and the least processing
time for any kind of loan product. And it is easy to get loan from UBI as compared to other banks because less
paper work is required and as it is the fifth largest govt. bank in India and it is easier for UBI to give loan to
people with a longer repayment period.

Q5. Have you ever taken loan from UBI?

YES

60%

NO

40%

% of Persons surveyed who have taken loan from UBI

YES
NO

40%
60%

It is observed that 60% of the respondents have already taken the loan from the UBI. Some of the people from
remaining 40% were in the talk with the bank for taking the loan.

Q.6 Which loan product of UBI you have used?

Types of Loan

Customer Response

Home Loan

25%

Educational Loan

21%

Auto Loan

23%

Personal Loan

14%

Other

17%

Loan Taken
30%
25%
20%
15%
Customer Response

10% Customer Response

5%
0%

Types of Loan

From the sample size 25% of people are using the UBI loan product. 25% of people took home loan from UBI.
21% of people took education loan for their children, 23% of people took car loan from UBI. Some of the
customer took 2 type of loan from UBI like both auto & educational loan and home & car loan. 14% of people
took personal loan.

Q7. What do you feel about the services providing by UBI in loan product?

Average

15%

Satisfactory

25%

Good

45%

Excellent

10%

Customer's Perception about UBI's Retail Loan

10%

Average

15%

Satisfactory

Good

45%

30%

Excellent

From this it is clear that the service provided by UBI in its loan product is good in between the customer. All of
them are satisfied with the product provided by UBI. 45% of people said that the service provided by UBI is
good, but only 10% said it is excellent & 25% of people said that it is satisfactory.

Q8. Which features you like most in Loan segments of UBI?

Features

Customers Response

Less Paper Work

17%

Attractive Interest Rate

10%

Margin

23%

Simple And Fast Processing

32%

Longer Repayment Period

18%

Most Liked Features in Loans

35%
30%
25%
20%
15%
10%
5%
0%

Customer Response

Most of the people like the Margin & Fast Processing of loan. Longer repayment period was ok but interest was
not liked by the customers whereas response to less paper work was satisfactory.

Q9. Would you prefer any other bank over UBI for taking loans?

Yes

63%

No

37%

Chart Depicting % of customers prefering other banks over UBI

YES 37%

NO

63%

When I asked this question to the customers of the UBI I found that 63% of the respondents would prefer other
banks over UBI for taking the loan where as 37% respondents said that they would prefer UBI for taking loans.

Q10. If yes, then which bank would you Prefer?

Bank Name

Customers Response

SBI

37 %

BOI

21 %

PNB

16 %

OTHER

26 %

Preferred Bank for Taking Loans Over UBI

40%
35%
30%
25%
Response in %

20%

Customers Response

15%
10%
5%
0%
SBI

BOI

PNB OTHER

Bank Names

It is observed that 37% of the customers prefer State bank of India over UBI and 21% prefer Bank of India
whereas 16% and 26% prefer Punjab National Bank and other banks respectively.

Q11. On what features do you think Other Banks loan schemes are better than UBIs loan Schemes?

Features

Customers Response

Quantum of loan

6%

Interest

44%

Margin

7%

Repayment Period

26%

Processing fees

9%

Other

8%

Chart depicting % of people Preferring other banks for the following features
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

Customers Response

According to the table, interest rates and repayment period are the major concern due to which customers prefer
other banks over UBI. Customers believe that UBIs interest rates are more than the other banks. Other than
interest rates, 26% customers said they would consider other banks better than UBI on the basis of repayment
period.

Suggestions Given by The Customers at The Time of Survey

There should be more time period for repayment of education loan.

Interest rates should be reduced so that more and more people can avail lending services of bank.

Education loan should be providing to private college also which is not under AICTE or any kind of
University.

UBI should take steps to solve customer problems immediately.

Bank Personnels should be trained, well educated & proper trained to convince the people about different
products.

Loan sanction date should be according to customer convenient.

A customer awareness program should be taking place in rural area.