Professional Documents
Culture Documents
Perception Revised
Perception Revised
Research Report
Subject Code: 576221(76)
On
Supervision By:
Prof. Gazala Y. Ashraf
Assistant Professor
No.5057612094
Faculty of Management
Submitted by:
Sujeet Pandit
Roll
MBA II Semester
Section A
FACULTY OF MANAGEMENT
DISHA INSTITUTE OF MANAGEMENT AND TECHNOLOGY
(Disha Education Society)
Satya Vihar, Vidhansabha-Chandrakhuri Marg, Mandir Hasaud,
DECLARATION
I the undersigned solemnly declare that the report of the project work entitled
Consumer perception towards Home Loan, is based my own work carried out during
the course of my study under the supervision of Prof. Gazala Y. Ashraf.
I assert that the statements made and conclusions drawn are an outcome of the
project work. I further declare that to the best of my knowledge and belief that the project
report does not contain any part of any work which has been submitted for the award of
any other degree/diploma/certificate in this University or any other University.
__________________
Sujeet Pandit
Roll No.: 5057612094
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CERTIFICATE BY GUIDE
This to certify that the report of the project submitted is the outcome of the project
work entitled Consumer perception towards Home Loan carried out by Sujeet Pandit
bearing Roll No.:5057612094 & Enrollment No.:AK6995 carried by under my guidance and
supervision for the award of Degree in Master of Business Administration of Chhattisgarh
Swami Vivekananda Technical University, Bhilai (C.G), India.
To the best of the my knowledge the report
i)
ii)
iii)
Fulfils the requirement of the ordinance relating to the MBA degree of the
University and
iv)
_______________________
(Signature of the Guide)
Prof. Gazala Y. Ashraf
Asst. Prof.
Faculty of Management
DISHA INSTITUTE OF MANAGEMENT AND TECHNOLOGY
Satya Vihar, Vidhansabha-Chandrakhuri Marg, Mandir Hasaud,
Raipur (C.G.) 492007
The research report as mentioned above is hereby being recommended and forwarded for
examination and evaluation.
-3-
________________
__________________
________________
__________________
Internal Examiner
External Examiner
Date:
Date:
Forwarded by
Dean
Faculty of Management
-3-
ACKNOWLEDGEMENT
The success and final outcome of this project required a lot of guidance and assistance from
many people and I am extremely fortunate to have got this all along the completion of my
project work. Whatever I have done is only due to such guidance and assistance and I would
not forget to thank them.
I respect and thank Prof. Gazala Y. Ashraf, for giving me an opportunity to do the project
work in Consumer perception towards home loan and providing us all support and guidance
which made me complete the project on time. I am extremely grateful to her for providing
such a nice support and guidance though she had busy schedule.
I would not forget to remember Prof. Suresh Pattanayak, Prof Rupesh Kr. Tiwari and all
faculty members for their unlisted encouragement and more over for their timely support and
guidance till the completion of our project work.
I heartily thank our internal project guide, Dr.R.S.Mohan, Dean , Department of
Management, for his guidance and suggestions during this project work.
I am extremely thankful to all those persons who have positively helped me and customers
who respond my questionnaire, around whom the whole project cycle revolves.
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PREFACE
This report presents the research, findings and recommendations resulting from the
project, Consumer perception towards Home Loan, supported by Prof. Gazala Y.
Ashraf and authored by the Dean. The objective was to compile and synthesize information
on the status of Consumer perception. In so doing, it lays the foundation for the development
of bank resources management decision support system that will facilitate scientifically
sound decision making. The involvement in this project reflects its long-term interest in
Consumer perception towards Home Loan management activities consistent with its mandate
to promote the orderly, integrated and comprehensive development, use and conservation of
the loan. This report has benefitted from the significant input and collaboration of numerous
partners that comprised a Project Management Team (PMT). The findings and
recommendations of this report address data and information gaps and needs, and provide
valuable information for guiding the next steps in the process of developing a decision
support system. This report, and the projects many associated components, provides a wealth
of information about the bank resources and associated policies.
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I.
II.
III.
IV.
V.
DECLARATION
CERTIFICATE BY GUIDE
CERTIFICATE BYTHE EXAMINERS
ACKNOWLEDGEMENT
PREFACE
INDEX
Sr. No.
Chapter 1
Chapter 2
Chapter 3
Chapter 4
Chapter 5
Chapter 6
TITLE
1.1 Introduction
1.2 Objective of the Study
1.3 Scope & Limitations of the Study
1.4 Review of Literature
Product Profile
Research Methodology
Analysis and Interpretation
Finding and Suggestion
Conclusion
Bibliography
Appendix
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Page No.
8
14
15
16
18
21
41
57
58
1.1 Introduction
Over the last few decades the role of loan sector has undergone a paradigm shift. It is
widely recognized as an important aspect of the source of loan for the people and considered
it as a short and long-term investment.
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After zeroing down on my research area, I have collected information through only
primary. I had a constant discussion with consumer.
The objective of this report is to study Customer Perception and Attitude towards home
loan. For this survey was conducted through structured Questionnaire.
In todays competitive business world every customer is significant for the lending
home loan. The customer expectations are very high so it should be kept in mind and offer
them best possible service.
The report deal with the conceptual background of home loan and over view of the
banks, the next part deals with research design of the study that is problem identification,
objectives and how the research was carried out. The outcome of the study shows that the
level of customer awareness towards Home Loan is good with the benefits and service what
they are giving and most of the people wants to go for investments.
Banks can start some good promotional activities to build its brand and to make
recognition by all the peoples in the market .The effective marketing channel with the
personal selling is an essential factor in influencing banks growth.
INDUSTRY PROFILE
The importance of financial institutions in the modern economy cannot be neglected. They
occupy a very important place in the field of commerce and industry of any country. They are
so important that modern business is certainly impossible without them and number country
can achieve commercial and industrial progress in the absence of sound financial system.
These financial sectors have different products at different rates. The growing competition
between the financial institutions had made each of them to delight their customer rather than
satisfying them. The emergence of new generation private financial institutions has made the
entire financial sector tougher and much more competitive. They provide various services to
the customer to overcome the competition. Some of the major players in the sectors are:
1.
CitiFinancial
2.
ICICI bank
3.
HDFC bank
4.
PNB
5.
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Home loan:
Attractive interest rates
Door-step service from enquiry stage till final disbursement
Can transfer the customer existing high-interest rate loan
Free personal accidental insurance
Special 100percentage funding for select properties
HDFC Bank:
Home loan:
Anew home brings with it new hopes, joys and emotions. At HDFC, we have shared new
hopes, joys and emotions with over 26 Lakh customers. Every customer has a specific and
unique concern. Having earned an experience of 27 years in home loans, our home loan
product is customized to provide the customer solutions for the customers unique concern.
Features:
Maximum loan 85percentage of the cost of the property (including the cost of the land) and
based on the repayment capacity of the customer.
Maximum Term 20 years subject to the customers retirement age.
Applicant and Co- Applicant to the loan Home Loans can be applied for either individually
or jointly. Proposed owners of the property will have to be co- applicants. However, the coapplicants need number be co-owners.
Adjustable Rate Home Loan under Adjustable Rate is linked to HDFC's Retail Prime
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Lending Rate (RPLR). The rate on the customers loan will be revised every three months
from the date of first disbursement, if there is a change in RPLR, the interest rate on the
customers loan may change. However, the EMI on the home loan disbursed will not
change*. If the interest rate increases, the interest component in an EMI will increase and the
principal component will reduce resulting in an extension of term of the loan, and vice versa
when the interest rate decreases.
Fixed
Rate without money market conditions- Rate of interest will not change. with money
market conditions- Rate of interest will not change due to money market conditions for two
years from the date of first disbursement of the loan.
Purchase of:O Flat,
O Existing
O
freehold properties
association
O First Power
Self Construction
Features
Purpose
O External
O Tiling
repairs
and flooring
O Internal
O Plumbing
O Waterproofing
O Grills
and roofing
O Waterproofing
O Construction
O Paving
on terrace
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O Existing
O New
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1.2 OBJECTIVES
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PRIMARY OBJECTIVE:
HYPOTHESIS:
Quite often a research hypothesis is a predictive statement, capable of being tested by scientific
methods that relates and independent variable to some dependent variable.
The following hypotheses were set in order to achieve the objectives.
There is no significant relationship between the risk taken while investing and the
amount invested.
There is no significant relationship between age of the respondent and the risk taken
by them while investing.
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The scope of the study is to analyze the satisfaction level of home loan customers in and
around India. The study gathers information about rating the effectiveness of bank services,
rating and ranking the different features and services offered by the bank.
Primary data was collected from the existing loan customers and also non existing customers;
secondary data was collected from book manuals, magazines and websites. The study has
come out with valuable suggestions on basis of concrete facts, which help to frame its plan
and strategies to increase satisfaction level of the loan customers.
3.
The data collected from the customer are qualitative in nature i.e., views, perception,
The data collected are primary in nature. Hence there is chance for a biased of
On few occasions customer were reluctant to give information, because they were
busy.
-3-
-3-
looking for services that are cheaper, faster and qualitatively better
the product
b.
c.
d.
-3-
e.
f.
the sales
the sales promotion policies.
Further this book also stresses on the pilot survey that should be
conducted before starting the original survey. Hence taking all this into
account, a preliminary
questionnaire
was
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2. PRODUCT PROFILE
The different services provided by Banks:
1. Home loan
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property for practically any purpose. With our friendly, flexible and fast
service, it is simply the best way to free the wealth locked up in the
customers property.
"Home Returns now brings the customer Mortgage Loans for
Education. This zero hassle loan helps the customer fund the
customers children's higher studies. Want to know how the customers
children can follow their dreams
Unmatched benefits of Banks Home Returns:
The advantage of dealing with banks one of the largest financial
conglomerates of the world, is plenty?
Amount of loan from Rs. 2 Lakh to Rs. 1 Crore*.
Loans against rented, vacant and self-occupied residential properties.
Loan up to 60 percentage of the market value of the customers
residential property. Term of loan up to a period of 15 years.
Flexible income criteria. Special schemes for businessmen.
Easy income and property documentation criteria.
Repayment on Equated Monthly Installments (EMIs) basis.
Loans can also be availed on property belonging to the customers
family members.
3.
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3. RESEARCH METHODOLOGY
RESEARCH DESIGN
The formidable problem that follows the task of defining the research
problem is the preparation of the design of the research project,
popularly known as Research Design. Research design is a plan,
structure and strategy of investigation conceived to obtain answers to
research questions and to control variance.
A research design can be defined as Arrangement of condition for
collection and analysis of data in the manner that aims to combine
relevance to the research purpose with economy in procedure. It
consists of the blue print for the collection measurement and analysis of
data. The research used here is descriptive research
DESCRIPTIVE RESEARCH
The researcher is interested in knowing the proportion of people in a
given population who has behaved in a particular manner, making
projections of certain thing and determining the relationship between
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two or more variables in some areas. As the set up has been well
structured and is a rigid one, which could not be changed by giving
sufficient thought in frail-ling question, deciding type of data to be
collected and procedure that has been used gives the, proof of using
description research. In descriptive research also there has been use of
cross sectional studies just because the researcher has taken only a
sample of elements from the given population. In the cross sectional
study the survey research has been selected, as a detailed study has to
be obtained from a sample of large population.
DATA COLLECTION METHOD
The data that is used in study in collected by two methods.
1.
Primary data
2.
Secondary data
Primary Data
The primary data does not exist already in records and publications.
The researcher has to gather primary data a fresh for a specific survey.
The primary data can be gathered by way of observation method where
the research mix with the people concerned with the use of particular
product and not important clauses by observing the respondents. The
second method of collection of primary data is by way of
experimentation method where some variables are allowed to vary
under a controlled environment and its cause and effect relationship is
studied.
The third method of collection of data is by way of conducting a
survey. This method is used for collection of primary data. The primary
data was collected from customers in India city. For this research study,
data was collected from various account holders of the CitiFinancial.
Data collection was carried out using personal interview method guided
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by questionnaire as follows:
. Open-ended questions
. Closed ended questions
. Dichotomous questions
. Multiple-choice questions
. Ranking questions
. Rating questions
SECONDARY DATA
It is needed for conducting this research work collected from the
various
business
magazines,
bank
brouchers,
statistical
and
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category of decision that he makes while seeking loan. This scale has
been calibrated on the range of 1 to 5 where 1 indicates strong
agreeability and 5 denotes strong disagreeability with a certain category
of decision.
Entire questionnaire of 17 questions uses the same scale to acquire data.
The advantage of using Likert scale in this study is that it is very easy
to construct and administer.
Quantitative Methods
A Telephonic Interview was selected as a tool to collect data from the
respondents due to the time and cost constraints. The questionnaire is
structured into 17 simple questions. The respondent is asked to rate his
agreeability and disagreeability on the scale of 1 to 5. The questionnaire
is attached as an annexure to this report. The questions are framed using
minimum financial jargon that customers should be comfortable with.
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1.
Frequency:
HL EZY 2 UNDRSTND
Valid
1.00
2.00
Frequency
10
24
Percent
12.5
30.0
Valid Percent
12.5
30.0
Cumulative
Percent
12.5
42.5
3.00
30
37.5
37.5
80.0
4.00
11
13.8
13.8
93.8
100.0
5.00
6.3
6.3
Total
80
100.0
100.0
-3-
2.
Frequency:
MORTG PRCS
Valid
.00
1.00
Frequency
1
20
Percent
1.3
25.0
Valid Percent
1.3
25.0
Cumulative
Percent
1.3
26.3
2.00
29
36.3
36.3
62.5
3.00
19
23.8
23.8
86.3
4.00
10.0
10.0
96.3
100.0
5.00
3.8
3.8
Total
80
100.0
100.0
-3-
Frequency:
EMI FIX
Valid
1.00
2.00
Frequency
40
25
Percent
50.0
31.3
Valid Percent
50.0
31.3
Cumulative
Percent
50.0
81.3
3.00
5.0
5.0
86.3
4.00
7.5
7.5
93.8
5.00
6.3
6.3
100.0
Total
80
100.0
100.0
-3-
Frequency:
SRVC RCVD
Valid
1.00
2.00
3.00
4.00
Frequency
21
20
Percent
26.3
25.0
Valid Percent
26.3
25.0
Cumulative
Percent
26.3
51.3
23
9
28.8
11.3
28.8
11.3
80.0
91.3
-3-
5.00
8.8
8.8
Total
80
100.0
100.0
100.0
Frequency:
INTRST CHRG BY BNK
-3-
Valid
1.00
2.00
Frequency
23
25
Percent
28.8
31.3
Valid Percent
28.8
31.3
Cumulative
Percent
28.8
60.0
3.00
13
16.3
16.3
76.3
4.00
16
20.0
20.0
96.3
5.00
3.8
3.8
100.0
Total
80
100.0
100.0
Frequency:
-3-
HL FVOR
Valid
1.00
2.00
Frequency
27
33
Percent
33.8
41.3
Valid Percent
33.8
41.3
Cumulative
Percent
33.8
75.0
3.00
10
12.5
12.5
87.5
4.00
8.8
8.8
96.3
5.00
3.8
3.8
100.0
Total
80
100.0
100.0
-3-
7.
Frequency:
DOC PRCZER
Valid
1.00
2.00
Frequency
14
30
Percent
17.5
37.5
Valid Percent
17.5
37.5
Cumulative
Percent
17.5
55.0
3.00
22
27.5
27.5
82.5
4.00
10.0
10.0
92.5
100.0
5.00
7.5
7.5
Total
80
100.0
100.0
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remaining
Frequency:
PRCZING FEES
Valid
1.00
2.00
Frequency
6
16
Percent
7.5
20.0
Valid Percent
7.5
20.0
Cumulative
Percent
7.5
27.5
3.00
26
32.5
32.5
60.0
4.00
25
31.3
31.3
91.3
5.00
8.8
8.8
100.0
Total
80
100.0
100.0
-3-
Frequency:
SENCTION PRCZER
Valid
1.00
2.00
Frequency
6
10
Percent
7.5
12.5
Valid Percent
7.5
12.5
Cumulative
Percent
7.5
20.0
3.00
23
28.8
28.8
48.8
4.00
32
40.0
40.0
88.8
5.00
11.3
11.3
100.0
Total
80
100.0
100.0
-3-
Frequency:
SENCTION TIME
Valid
1.00
2.00
Frequency
3
12
Percent
3.8
15.0
Valid Percent
3.8
15.0
Cumulative
Percent
3.8
18.8
3.00
18
22.5
22.5
41.3
4.00
23
24
28.8
30.0
28.8
30.0
70.0
100.0
5.00
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Total
80
100.0
100.0
Frequency:
4 CLZR CHRGD
Valid
1.00
Frequency
7
Percent
8.8
-3-
Valid Percent
8.8
Cumulative
Percent
8.8
2.00
7.5
7.5
16.3
3.00
25
31.3
31.3
47.5
4.00
15
18.8
18.8
66.3
5.00
27
33.8
33.8
100.0
Total
80
100.0
100.0
Frequency:
ONLINE
-3-
Valid
.00
1.00
Frequency
1
34
Percent
1.3
42.5
Valid Percent
1.3
42.5
Cumulative
Percent
1.3
43.8
2.00
11.3
11.3
55.0
3.00
18
22.5
22.5
77.5
4.00
6.3
6.3
83.8
5.00
13
16.3
16.3
100.0
Total
80
100.0
100.0
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13.
Frequency:
INTRST AS INCME LVL
Valid
1.00
2.00
Frequency
15
8
Percent
18.8
10.0
Valid Percent
18.8
10.0
Cumulative
Percent
18.8
28.8
3.00
21
26.3
26.3
55.0
4.00
13
16.3
16.3
71.3
5.00
23
28.8
28.8
100.0
Total
80
100.0
100.0
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Frequency:
SIZ WHL NNP EMI
Valid
.00
1.00
Frequency
1
17
Percent
1.3
21.3
Valid Percent
1.3
21.3
Cumulative
Percent
1.3
22.5
2.00
21
26.3
26.3
48.8
3.00
14
17.5
17.5
66.3
4.00
11
13.8
13.8
80.0
5.00
16
20.0
20.0
100.0
Total
80
100.0
100.0
-3-
Frequency:
FCLTY PRVD BANK
Valid
.00
1.00
Frequency
4
8
Percent
5.0
10.0
Valid Percent
5.0
10.0
Cumulative
Percent
5.0
15.0
2.00
12
15.0
15.0
30.0
3.00
18
22.5
22.5
52.5
4.00
31
38.8
38.8
91.3
5.00
8.8
8.8
100.0
Total
80
100.0
100.0
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The decision based on, prefer public sectors bank for home
Loan, received the following responses.
Frequency:
PUBLIC SECTOR
Valid
1.00
2.00
Frequency
35
19
Percent
43.8
23.8
Valid Percent
43.8
23.8
Cumulative
Percent
43.8
67.5
3.00
6.3
6.3
73.8
4.00
14
17.5
17.5
91.3
5.00
8.8
8.8
100.0
Total
80
100.0
100.0
-3-
The decision based on, prefer private sectors bank for home
Loan, received the following responses.
Frequency:
PRIVATE SECTOR
Valid
1.00
2.00
Frequency
26
20
Percent
32.5
25.0
Valid Percent
32.5
25.0
Cumulative
Percent
32.5
57.5
3.00
8.8
8.8
66.3
4.00
12
15
15.0
18.8
15.0
18.8
81.3
100.0
5.00
-3-
Total
80
100.0
100.0
Fr
o
m the 80 respondents nearly 32.5% responses generated shown strong
agreeability, 25.0% responses are generated agree, 8.8% responses
-3-
-3-
Std. Deviation
Analysis N
HL EZY 2 UNDRSTND
2.7125
1.05775
80
MORTG PRCS
2.2750
1.10207
80
EMI FIX
1.8875
1.19061
80
SRVC RCVD
2.5125
1.24264
80
-3-
2.3875
1.20646
80
HL FVOR
2.0750
1.07650
80
DOC PRCZER
2.5250
1.12481
80
PRCZING FEES
3.1375
1.07614
80
SENCTION PRCZER
3.3500
1.08032
80
SENCTION TIME
3.6625
1.16862
80
4 CLZR CHRGD
3.6125
1.26785
80
ONLINE
2.3875
1.51360
80
3.2625
1.45605
80
2.8125
1.46774
80
3.0625
1.32497
80
PUBLIC SECTOR
2.2375
1.39841
80
PRIVATE SECTOR
2.6250
1.52925
80
-3-
will be computational problems with the factor analysis, and SPSS may
issue a warning message or be unable to complete the factor analysis.
Approx. Chi-Square
.625
591.314
df
136
Sig.
.000
Communalities
Initial
1.000
1.000
Extraction
.675
.798
EMI FIX
1.000
.702
SRVC RCVD
1.000
.778
1.000
.773
HL FVOR
1.000
.800
DOC PRCZER
1.000
.851
PRCZING FEES
1.000
.638
SENCTION PRCZER
1.000
.761
SENCTION TIME
1.000
.839
4 CLZR CHRGD
1.000
.683
ONLINE
1.000
.713
1.000
.609
1.000
.815
1.000
.604
PUBLIC SECTOR
1.000
.783
HL EZY 2 UNDRSTND
MORTG PRCS
-3-
PRIVATE SECTOR
1.000
.714
Extraction Method: Principal Component Analysis.
Initial Eigenvalues
% of
Cumulativ
Total
Variance
e%
4.376
25.738
25.738
4.376
25.738
25.738
2.631
15.475
15.475
2.765
16.268
42.006
2.765
16.268
42.006
2.463
14.486
29.961
1.930
11.355
53.361
1.930
11.355
53.361
2.392
14.071
44.032
1.260
7.409
60.770
1.260
7.409
60.770
2.029
11.933
55.964
1.112
6.541
67.311
1.112
6.541
67.311
1.683
9.898
65.862
1.094
6.433
73.744
1.094
6.433
73.744
1.340
7.882
73.744
.736
4.329
78.073
.689
4.055
82.129
.634
3.728
85.857
10
.519
3.054
88.911
-3-
11
.466
2.743
91.654
12
.407
2.396
94.050
13
.290
1.705
95.755
14
.246
1.446
97.201
15
.215
1.266
98.468
16
.152
.895
99.363
17
.108
.637
100.000
-3-
three rows, one for each retained factor. The values in this panel of the
table are calculated in the same way as the values in the left panel,
except that here the values are based on the common variance. The
values in this panel of the table will always be lower than the values in
the left panel of the table, because they are based on the common
variance, which is always smaller than the total variance.
g. Rotation Sums of Squared Loadings - The values in this panel of
the table represent the distribution of the variance after the varimax
rotation. Varimax rotation tries to maximize the variance of each of the
factors, so the total amount of variance accounted for is redistributed
over the three extracted factors.
Total
2.321
2.216
% of Variance
13.651
13.034
Cumulative %
13.651
26.686
1.788
10.520
37.206
1.707
10.044
47.249
1.366
8.037
55.286
.944
5.555
60.841
Extraction Method: Principal Axis Factoring.
-3-
Reproduced Correlations
HL EZY 2
UNDRSTND
Reproduced Correlation
HL EZY 2 UNDRSTND
EMI FIX
SRVC
RCVD
INTRST
CHRG BY
BNK
HL
FVOR
.675(b)
.322
.448
-.002
.319
.150
.322
.798(b)
.667
.329
.456
.074
MORTG PRCS
EMI FIX
.448
.667
.702(b)
.416
.608
.303
-.002
.329
.416
.778(b)
.543
.578
.319
.456
.608
.543
.773(b)
.427
HL FVOR
.150
.074
.303
.578
.427
.800(b)
DOC PRCZER
.176
.670
.535
.505
.357
.079
PRCZING FEES
.167
.316
.304
.420
.338
.057
SENCTION PRCZER
.167
.217
.172
.299
.201
.006
SENCTION TIME
.111
-.035
.017
.276
.185
.039
4 CLZR CHRGD
-.122
-.091
-.100
.266
.085
.121
.208
-.060
-.090
-.281
-.297
.094
-.342
-.312
-.389
-.087
-.402
.097
.114
.115
-.007
-.078
-.291
.148
SRVC RCVD
ONLINE
INTRST AS INCME LVL
SIZ WHL NNP EMI
FCLTY PRVD BANK
Residual(a)
MORTG
PRCS
-.384
-.295
-.415
-.022
-.493
-.044
PUBLIC SECTOR
.265
-.166
.046
.212
.093
.219
PRIVATE SECTOR
.259
.318
.372
.034
.475
.124
.040
-.082
.096
-.062
.014
-.103
-.045
-.051
.069
.031
-.109
-.044
-.134
HL EZY 2 UNDRSTND
MORTG PRCS
EMI FIX
.040
-.082
-.103
.096
-.045
-.062
-.051
.031
-.044
.014
.069
-.109
-.134
-.079
-.058
-.062
-.018
-.030
-.014
.014
SRVC RCVD
INTRST CHRG BY BNK
HL FVOR
DOC PRCZER
PRCZING FEES
.000
.000
-.079
.035
-.017
-.133
-.028
.030
.054
SENCTION PRCZER
-.034
-.044
-.003
-.001
-.073
.058
SENCTION TIME
-.016
.000
.019
-.016
.044
.002
4 CLZR CHRGD
.019
.096
.079
-.010
-.027
-.035
-.130
-.073
.037
.073
.068
-.089
ONLINE
INTRST AS INCME LVL
SIZ WHL NNP EMI
.080
.014
-.002
-.002
-.025
-.045
-.084
-.005
-.006
-.057
.054
.006
.099
-.038
.019
.025
.050
-.004
PUBLIC SECTOR
-.166
.033
.038
-.028
-.013
-.062
PRIVATE SECTOR
-.068
-.038
-.062
.009
-.079
.016
Contd..
-3-
DOC
PRCZE
R
Reproduced Correlation
HL EZY 2 UNDRSTND
MORTG PRCS
EMI FIX
SRVC RCVD
INTRST CHRG BY BNK
HL FVOR
DOC PRCZER
PRCZING FEES
SENCTION PRCZER
SENCTION TIME
4 CLZR CHRGD
ONLINE
INTRST AS INCME LVL
SIZ WHL NNP EMI
FCLTY PRVD BANK
PUBLIC SECTOR
PRIVATE SECTOR
Residual(a)
HL EZY 2 UNDRSTND
MORTG PRCS
EMI FIX
SRVC RCVD
INTRST CHRG BY BNK
HL FVOR
SENCTION PRCZER
SENCTION TIME
4 CLZR CHRGD
ONLINE
INTRST AS INCME LVL
SIZ WHL NNP EMI
FCLTY PRVD BANK
PUBLIC SECTOR
PRIVATE SECTOR
SENCTIO
N PRCZER
SENCTIO
N TIME
4 CLZR
CHRGD
ONLINE
0.176
0.167
0.167
0.111
-0.122
0.208
0.67
0.316
0.217
-0.035
-0.091
-0.06
0.535
0.304
0.172
0.017
-0.1
-0.09
0.505
0.42
0.299
0.276
0.266
-0.281
0.357
0.338
0.201
0.185
0.085
-0.297
0.079
0.057
0.006
0.039
0.121
0.094
.851(b)
0.579
0.469
0.277
0.111
-0.231
0.579
.638(b)
0.622
0.6
0.366
-0.277
0.469
0.622
.761(b)
0.741
0.573
-0.044
0.277
0.6
0.741
.839(b)
0.635
-0.132
0.111
0.366
0.573
0.635
.683(b)
0.032
-0.231
-0.277
-0.044
-0.132
0.032
.713(b)
-0.282
-0.261
-0.061
-0.062
0.243
0.4
0.052
-0.125
0.096
-0.072
0.123
0.686
-0.029
-0.032
0.09
0.094
0.226
0.186
0.154
0.334
0.242
0.384
0.036
-0.177
-0.071
-0.087
-0.076
-0.13
-0.03
0.043
-0.058
0.035
-0.034
-0.016
0.019
-0.13
-0.062
-0.017
-0.044
0.096
-0.073
-0.018
-0.133
-0.003
0.019
0.079
0.037
-0.03
-0.028
-0.001
-0.016
-0.01
0.073
-0.014
0.03
-0.073
0.044
-0.027
0.068
0.014
0.054
0.058
0.002
-0.035
-0.089
-0.064
0.034
0.014
-0.038
0.058
-0.076
-0.08
-0.066
0.003
-0.14
-0.033
-0.084
-0.029
DOC PRCZER
PRCZING FEES
PRCZIN
G FEES
-0.064
0.034
-0.076
0.014
-0.08
-0.045
-0.045
-0.038
-0.066
-0.14
-0.084
0.058
0.003
-0.033
-0.029
0.034
0.034
0.042
0.019
0.05
-0.005
-0.091
-0.119
-0.046
0.045
-0.03
0.042
-0.034
-0.106
-0.036
-0.027
-0.017
0.026
-0.03
0.022
0.055
-0.079
0.021
-0.032
0.038
0.031
0.084
-0.005
0.087
-0.013
-0.124
-0.001
Contd
-3-
Reproduced Correlation
HL EZY 2 UNDRSTND
MORTG PRCS
EMI FIX
SRVC RCVD
INTRST CHRG BY BNK
HL FVOR
DOC PRCZER
PRCZING FEES
SENCTION PRCZER
SENCTION TIME
4 CLZR CHRGD
ONLINE
INTRST AS INCME LVL
SIZ WHL NNP EMI
FCLTY PRVD BANK
PUBLIC SECTOR
PRIVATE SECTOR
Residual(a)
HL EZY 2 UNDRSTND
MORTG PRCS
EMI FIX
SRVC RCVD
INTRST CHRG BY BNK
HL FVOR
DOC PRCZER
PRCZING FEES
SENCTION PRCZER
SENCTION TIME
4 CLZR CHRGD
ONLINE
SIZ WHL
NNP EMI
-0.342
0.114
-0.384
0.265
0.259
-0.312
0.115
-0.295
-0.166
0.318
-0.389
-0.007
-0.415
0.046
0.372
-0.087
-0.078
-0.022
0.212
0.034
-0.402
-0.291
-0.493
0.093
0.475
PUBLIC
SECTOR
PRIVATE
SECTOR
0.097
0.148
-0.044
0.219
0.124
-0.282
0.052
-0.029
0.154
-0.071
-0.261
-0.125
-0.032
0.334
-0.087
-0.061
0.096
0.09
0.242
-0.076
-0.062
-0.072
0.094
0.384
-0.13
0.243
0.123
0.226
0.036
-0.03
0.4
0.686
0.186
-0.177
0.043
.609(b)
0.47
0.471
-0.259
-0.177
0.47
.815(b)
0.346
-0.193
-0.086
0.471
0.346
.604(b)
0.028
-0.517
-0.259
-0.193
0.028
.783(b)
-0.391
-0.177
-0.086
-0.517
-0.391
.714(b)
0.08
-0.084
0.099
-0.166
-0.068
0.014
-0.005
-0.038
0.033
-0.038
-0.002
-0.006
0.019
0.038
-0.062
-0.002
-0.057
0.025
-0.028
0.009
-0.025
0.054
0.05
-0.013
-0.079
-0.045
0.006
-0.004
-0.062
0.016
0.042
-0.046
-0.036
0.055
0.084
0.019
0.045
-0.027
-0.079
-0.005
0.05
-0.03
-0.017
0.021
0.087
-0.005
0.042
0.026
-0.032
-0.013
-0.091
-0.034
-0.03
0.038
-0.124
-0.119
-0.106
0.022
0.031
-0.001
-0.032
-0.204
0.06
-0.017
-0.054
0.03
0.004
-0.071
0.122
FCLTY
PRVD
BANK
INTRST AS
INCME LVL
-0.032
-0.204
-0.054
0.06
0.03
-0.071
-0.017
0.004
0.122
0.125
0.125
-3-
2
.457
.736
.512
-.603
.529
-.030
4
-.282
.180
6
.386
.010
.141
.247
-.019
.105
.308
.874
.207
-.293
-.076
-.060
-.509
-.019
.855
-.003
.443
.566
-.601
.177
-.276
-.126
-.217
.198
-.060
.303
-.031
Extraction Method: Principal Axis Factoring.
Rotation Method: Varimax with Kaiser Normalization.
.904
5
6
-3-
HL EZY 2 UNDRSTND
MORTG PRCS
.058
.025
.503
.464
.133
.661
.115
.035
.025
.095
.157
-.172
EMI FIX
.015
.603
.432
-.016
.293
.038
SRVC RCVD
.250
.012
.325
-.195
.771
.018
.178
.637
.148
-.270
.477
-.051
HL FVOR
.035
.148
-.005
.142
.593
.090
DOC PRCZER
.277
.101
.857
-.095
.143
.117
PRCZING FEES
.549
.104
.361
-.193
.123
.155
SENCTION PRCZER
.748
.034
.282
.038
.021
.110
SENCTION TIME
.919
.011
-.016
-.084
.030
.197
4 CLZR CHRGD
.605
-.167
-.038
.080
.168
-.078
ONLINE
-.075
-.016
-.131
.659
-.042
-.046
.016
-.453
-.195
.409
.063
-.183
.041
-.114
.131
.909
.039
-.058
.133
-.615
-.034
.231
.000
.014
PUBLIC SECTOR
.198
.001
.012
-.141
.125
.804
-.087
.556
-.028
Extraction Method: Principal Axis Factoring.
Rotation Method: Varimax with Kaiser Normalization.
a Rotation converged in 6 iterations.
Factor Matrix(a)
-.008
.089
-.312
PRIVATE SECTOR
Factor
1
HL EZY 2 UNDRSTND
MORTG PRCS
.416
.639
2
-.181
-.208
EMI FIX
.701
SRVC RCVD
INTRST CHRG BY BNK
3
.185
.292
4
-.162
-.261
-.242
.225
.582
.298
.780
-.184
HL FVOR
.293
DOC PRCZER
.662
.311
-.231
-.065
.216
-.034
.019
.097
.124
.485
-.165
.199
.043
.273
-.070
-.173
.061
.312
.489
.152
.038
.259
.086
-.250
-.217
.464
-3-
PRCZING FEES
.568
.431
-.102
-.127
-.024
.013
SENCTION PRCZER
.435
.608
.088
-.238
-.036
-.177
SENCTION TIME
.384
.744
-.112
-.132
.084
-.393
4 CLZR CHRGD
.106
.577
.124
.046
-.141
-.240
ONLINE
-.321
-.001
.565
-.120
.198
-.074
-.498
.249
.315
.139
-.107
-.022
-.265
.199
.818
-.166
.123
.144
-.424
.461
.087
.025
-.054
.168
.262
.322
-.284
.090
.521
.142
.214
.034
-.148
-.323
PUBLIC SECTOR
PRIVATE SECTOR
.302
-.466
Extraction Method: Alpha Factoring.
a 6 factors extracted. 20 iterations required.
1
-.007
.007
2
.200
.204
3
-.031
.245
4
.082
.038
5
-.052
-.153
6
.127
-.180
EMI FIX
-.044
.303
.031
.090
.037
.102
SRVC RCVD
-.039
-.408
.015
-.128
.927
-.151
.059
.461
-.213
.000
.306
-.100
-.036
.023
-.092
.072
.263
.081
-3-
DOC PRCZER
-.051
-.312
.920
-.130
-.235
.089
PRCZING FEES
.079
-.009
.069
-.039
-.034
.006
SENCTION PRCZER
.205
.016
.059
.029
-.114
-.064
SENCTION TIME
.848
.180
-.311
.019
-.218
-.063
4 CLZR CHRGD
.129
-.076
-.043
.001
.073
-.158
ONLINE
.003
.088
-.057
.181
.014
.051
.030
-.168
-.022
.048
.117
-.129
.036
.099
.059
.895
.140
.137
.013
-.261
.055
-.006
.076
-.040
-.193
.083
-.065
.098
.093
1.080
.031
-.014
-.160
PUBLIC SECTOR
PRIVATE SECTOR
.041
.221
-.078
Extraction Method: Principal Axis Factoring.
Rotation Method: Varimax with Kaiser Normalization.
Factor Scores Method: Bartlett.
2
.350
.768
.631
-.561
.498
.078
4
-.298
.109
6
.350
.128
.140
.246
.023
.167
.160
.877
.309
-.286
-.192
-.170
-.375
-.208
.866
-.027
-.085
.266
-.331
.294
-.013
.852
.126
.334
-.493
-.399
.686
.029
Extraction Method: Alpha Factoring.
Rotation Method: Varimax with Kaiser Normalization.
1
-.039
.033
2
.274
.203
3
-.049
.296
4
.135
.042
5
-.070
-.198
6
.307
-.285
EMI FIX
-.047
.292
.041
.094
.025
.147
SRVC RCVD
-.034
-.370
.039
-.132
.825
-.127
.062
.379
-.190
-.050
.371
-.192
-.062
.021
-.121
.086
.372
.170
DOC PRCZER
-.055
-.332
.865
-.127
-.193
.096
PRCZING FEES
.063
-.003
.084
-.033
-.036
.088
SENCTION PRCZER
.225
.029
.055
.041
-.121
-.114
SENCTION TIME
.832
.198
-.324
.037
-.221
.018
4 CLZR CHRGD
.150
-.110
-.030
-.016
.083
-.270
ONLINE
.012
.126
-.074
.223
-.008
.066
.054
-.187
-.026
.032
.135
-.245
.029
.074
.073
.861
.141
.139
-3-
S
c
r
e
P
l
o
t
5
4
3
2
1
.012
-.257
.062
-.007
.073
-.041
-.178
.094
-.060
.087
.097
.949
.022
-.019
-.357
.088
.245
-.103
Extraction Method: Alpha Factoring.
Rotation Method: Varimax with Kaiser Normalization.
Factor Scores Method: Bartlett.
Discussion
exactly what our study tries to capture. This study aims to factorize the
Eigenvalue
from Banks . Here we do not aim to reduce variables for any further
multivariate analysis.
01234
5
6
7
8
9
1
0
1
1
2
1
3
1
4
1
5
1
6
1
7
C
o
m
p
o
n
e
tN
u
m
b
e
r
Interpretation of Results
-3-
-3-
Housing loan are relatively less i.e. 44 percentages have availed home
loan. 31 percentages are auto loan and 16 percentages are of consumer
durable loan respectively. 4 percentages are of personal loan and 2
percentages are of mortgages respectively. Hence it is recommended
for the company to aggressively advertise these loan facilities in both
newspapers and television channels so that many people may be aware
of the same.
-3-
From the market research study it has been observed that 90% of the
respondents are aware of home loan.
62% of the respondents are aware of home loan through agent.
It was founded that 63% of the respondents are rate the service of
home loan as very good.
90% of the Existing Customers are Happy with the Benefits of home
loan.
SUGGESTIONS
The home loan company should concentrate heavily on attractive
advertisements and various Promotional Strategies like, giving
Pamphlets, put the hoardings and banners at important locations
People should be educated by giving seminar in Business
Conferences, installing stalls in Business Exhibitions. And Company
should conduct seminars in Educational Institutions to provide
information about company and its products.
Company has to create a sense of security among the customers.
Because most of the people fear about security.
CONCLUSIONS
The results and findings of this research study exemplifies the fact that
-3-
an in- depth market research has been conducted and all research work
has been conducted and all the objectives set for the research work has
been fully accomplished and the analysis is also performed to the
maximum extent possible.
An in-depth study has been made on the aspect that influences the
banks to be the best private financier. Customer satisfaction is the core
element in the business. For customer satisfaction the services have to
be an edge over the other banks, which banks have achieved. Banks is
aptly targeted potential customers among the various levels of people
in India. The banks overall performance and services seems to be
highly satisfied.
From the analysis it is found that some customers have faced some
procedural problem, for which the researcher has given some
suggestions and recommendations.
Banks has got goodwill and reputation among the public and this can
be used for promoting it services. If new promotional activity and
services introduced, it will help very much the organization to increase
the business.
-3-
BIBLIOGRAPHY
BOOK REFERENCES:
I.
II.
III.
JOURNAL REFERENCES:
I.
II.
III.
I.
II.
www.icici/india.com
www.sbi.co.in
III.
www.hdfc/india.com
IV.
V.
www.google.co.in
www.citifinancial.co.in
-3-
-3-
Questionnaire
Dear respondent, your valuable time and effort in filling this
questionnaire are highly appreciated. The information
collected through this questionnaire is a part of our
project determining investors confidence in the
Indian Stock Market and will be used for academic
purpose only.
CONSUMER PERCEPTION ON HOME LOAN
Share your views by putting a mark in the boxes against each question. To
maintain confidentiality.
How satisfied are you, about Home Loan???
Name:
Profession:
Age:
Place:
Qualification:
Date:
Cell No:
Mail ID:
1- Strongly Agree,
2- Agree,
3-Neutral,
4- Disagree,
5-Strongly Disagree
Sr.
Particulars
No.
1
The application form of Home Loan is easy to
understand.
2
The mortgage process has been explained thoroughly.
3
You like to prefer EMI fixed by bank?
4
How do you rate the service received?
5
How do you rate the Interest rates charged by
Bank?
6
Do you favor in Home Loan?
7
How do you rate the Documentation Procedure of
Bank?
8
How do you rate the Processing Fees of Bank?
9
How do you rate the Sanctioning Procedure of
Bank?
10 How do you rate the Sanctioning Time of Bank?
11 How do you rate the Fore Closure Charges of Bank?
12 How do you rate when loan sanctioning is going
online?
13 Do you think the interest charged by bank should
be different on the basis of income level?
-3-
1 2 3 4 5
14
-3-