Professional Documents
Culture Documents
My Finished Project
My Finished Project
My Finished Project
IN POLUR”
PROJECT WORK
SUBMITTED TO
THIRUVALLUVAR UNIVERSITY
SERKADU, VELLORE
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE
DEGREE OF BACHELOR OF
BUSINESS ADMINISTRATION
SUBMITTED
BY
MOHAN. A
(REG NO:32120U08020)
UNDER THE GUIDANCE OF
Dr. V. SENBAGA PRIYA, M. com., M. Phil., M. B. A., Ph. D.,
ASSISTANT PROFESSOR
BONAFIDE CERTIFICATE
PRINCIPAL
DECLARATION
Place:
Signature,
Date:
(MOHAN. A)
REG NO:32120U08020
ACKNOWLEDGEMENT
I express my thanks to our principal Dr. A. MALAR, M. A., M. Phil., Ph. D., for her
inspiration which made me do the project successfully.
My loving parents have always been with me in this “honorable” and such moral
support
TABLE OF CONTENTS
CHAPTER-1 INTRODUCTION
BIBLIOGRAPHY
QUESTIONNAIRE
LIST OF TABLE
/
CHAPTER.NUMBER TITLE PAGE
NUMBER
6.1 GENDER OF RESPONDENTS
6.2 AGE OF RESPONDENTS
6.3 YEAR OF TAKING HOME LOANS
6.4 REASON FOR TAKING HOME LOAN FROM
SBI BANK
6.5 STATE THE INTEREST RATRS CHARGED
BY SBI BANK IS PAYABLE
1
Introduction
In India, banks are playing a crucial role in socio-economic progress of the country
after
independence. The banking sector is dominant in India as it accounts for more than half the
assets of the financial sector. Indian banks have been going through a fascinating phase through
rapid changes brought about by financial sector reforms, which are being implemented in a
phased manner.
2
The current global crisis that hit every country raised various issue regarding efficiency
and solvency of banking system in front of policy makers. Now, crisis has been almost over,
Government of India (GOI) and Reserve Bank of India (RBI) is trying to draw some lessons.
RBI is making necessary changes in his policy to ensure price stability in the economy. The
main
objective of these changes is to increase the efficiency of banking system as a whole as well as
of
individual institutions. So, it is necessary to measure the efficiency of Indian Banks so that
corrective steps can be taken to improve the health of banking system.
When you opt for a Home Loan, you can enjoy the following benefits:
Taxation: A Home Loan allows you to claim income tax deductions on the interest
and
principal amount due. Under the Income Tax Act, 1961, as per Section 80C, you can
claim up to INR 1.5 lakh on principal repayments, and up to INR 2 lakh on interest
repayments under Section 24B. You can avail of other tax benefits via a Home Loan,
as well.
Interest Rate: When compared to the various kinds of loans available, the interest rate
on a Home Loan is relatively lower. Plus, in case of a cash crunch, you can also apply
for a Top-Up Loan in addition to the existing Home Loan.
Due Diligence: When you apply for a Home Loan, banks check the property from a
legal standpoint and ensure that the documents are valid and the title is clear. This
step can prevent you from being scammed and passing this due diligence can validate
your property.
Apart from knowing what is a Home Loan, it is important to know how to opt for the correct
option among the various types of Home Loans offered. To apply for a Home Loan that will
work best for your requirements you must consider the following factors:
Interest Rate: Make sure to understand the kind of Home Loan interest rate you are
being offered. A variable interest rate can vary during the tenure as opposed to a fixed
3
interest rate that remains the same.
Read more about fixed and floating Home Loan interest rates
Tenure: The tenure is an essential variable and decides the EMI amounts payable each
month on the due date. Thus, knowing the exact tenure can help you plan your
finances accordingly.
Application: It helps to choose a Home Loan that has a simple application process
without excessive documentation. Ideally, you should pick a Home Loan that allows
for online application and quick disbursals.
The banking sector is the lifeline of any economy. The banking sector is one of the most
important financial pillars of the financial sector, which is play crucial role in functioning of
aneconomy. It is play an important role for country‟s economic development and financing
requirements of trade, industry and agriculture. Thus, the development of country is linked
withthe development of banking. The banking system reflects the economic health of the
country.The strength of an economy depends on the strength and efficiency of the financial
system.
The term loan is a type of debt. Like all debt instruments, a loan entails the
redistribution of financial assets over time, between the lender and the borrower. In a loan the
borrower initially receives an amount of money called the principal amount. The amount of
money is paid back in regular instalments or partial repayment on an annual basis each
instalment being of the same amount .There is no certainty about how the loans started, but
one can easily assume that ever since the concept of ownership came into existence people
have been practicing lending and borrowing. Various forms of lending are found to be
existing in ancient Greek and Roman times and even the bible mentioned monetary loan.
However the modern history of loan started much later.
In the history of loans the “Indentured loan” was one of the earliest forms of lending
which was practiced in the middle ages till the19th century by the land owners and rich people
who allowed poor people in need of money to borrow in exchange of indentured servitude.
The borrower had to work for several years to clear their debt. They had no rights and were
considered by many rich people as “Slave labour”. However money lenders played an
important part in the history of loans and both the English word “Bank “ and “Bankrupt”
have origin in the Italian money lenders.
4
TYPE OF LOANS:
Personal
loans
Business
Home loans
loans
Type of
Loans
Educational
Car loans
loans
Personal loan :-
This loan can be availed to meet the expenses related to marriages, travel, honey
moon ,holiday, and medical expenditure or for any other personal use .It is also available to
pensioners,defense pensioners. As the name suggests, loans received as personal could be util
ize by the recipient for any requirement.
For example
marriage, home improvement, travel or any miscellaneous expenses. The interest rate is
highest for this category of loan.
2. Home loan: -
IT is usually taken for a very long duration. It is a life time dream of every individual to have
his/her own house. It is a primary human need next in importance only to food and clothing
however, is a major expenditure and cannot be funded out of a family’s normal monthly income
or saving.
A home loans based on mortgage and is like any other loan which is offered to a borrower
against a security. In case of home loan security is the home loan is offered to a borrower to
purchase or to build a new house on the basis of his/her eligibility and the bank’s lending rules.
5
Normally, 80% of property value is granted as the loan amount. in exceptional cases, it can
reach to 85-90% also. According to National Association of Home Builders, the housing
industry as a whole contributes about 17% to 18% of the nation’s GDP. Home loan is
the funds buyers have to borrow usually from a bank or other financial institution to purchase
property Generally secured by a registered mortgage to the bank over the property being
purchased.3.
Car loan: -
For those individuals who prefer to travel more conservatively or to get to their
destination faster, a Two-Wheeler is as much faster. With newer models coming out each year
the options available to the customers are both attractive as well as convenient. All resident
Indians, salaried people, professionals, and self- employed businessmen and framers can apply
for this loan. These days’ automobile companies have
ventured into finance by setting up separate subsidiary companies solely for this purpose. They
are able to offer the best interest rates often with zero interest rate schemes. They usually
undercut any bank’s finance
terms since they are able to eat into their profit margin on the underlying vehicle.4.
Education loan: -
Education is the most important investment one can make in life Higher studies and
specialization in certain fields call for additional financial support from time to time.
Just like personal loan the rate of interest is really high for this category. However the big
advantage here is that most banks will give you a grace period before your EMI’s or repayment
terms start. The grace period takes into account the duration for which your education lasts i.e.
repayment starts once you complete your education and get into job market.
Business loan: -
Again, the interest rate is really high for this category mostly because of the risk
involved. Business loan facility enables individuals, proprietorships such as partnership firms
and co-operative societies to avail of working capital or undertake development of shops or by
way of loan /overdraft. The loan is provided against the security of tangible collateral securities
in building and land.
These loans are given for implementing repair work and renovation in a home that has
already been purchased by the customer. It may be requested for external works like structural
repairs, waterproofing or internal works like tiling and flooring, plumbing, electrical work and
painting etc
6
2. Home extension loan: -
Home extension loans are given for expanding or extending an existing home .For
example addition of an extra room. For this kind of loan, customer needs to have requisite
approvals from the relevant municipal corporations.
These are the basic home loans for the purchase of a new house. These loans are given
for purchase of a new or already built flat / bungalow / row-house.
4. Stamp duty: -
These loans are sanctioned to pay the stamp duty amount that needs to be paid on
the purchase of property.
This is a special home scheme for the non-resident Indians (NRI) who wishes to buildor
buys a home or land property in India. They are offered attractive housing finance plans with
suitable reimbursement option by many banks in the country.
Land purchase loans are available for purchase of land for both home constructionor
investment purposes. Therefore, customers can grant this loan even if customer is not planning
to construct any building on it in the near future. However, customer has to complete
construction with intenure of three years on the same land.
These loans are available for the construction of a new home. Thesedocuments
required by the banks or banks granting customer a home construction loan is slightly
differentfrom the home purchase loans.
Types of home loan Home improvement loan Home extention loan Home purchase loan.
7
CHAPTER-2
8
OBJECTIVE OF THE STUDY
To study the satisfaction level of customers regarding the home loans provided by
Housing Finance company.
To study the problems faced by customers in obtaining the home loans.
To find out various types of loans taken customers from bank.
To evaluate the then around time for customer in taking their loans from bank.
Eventhough people are availing loan and have their dreams fulfilled of having a Home,
there are many problems faced by them even after availing the loan. So this study is
undertaken to understand the level of satisfaction or dissatisfaction from the loan
availed. Finally the detail information about the benefits they had received are also
considered.
Assets are insured; because they are likely to be destroyed through accidental
occurrences such possible occurrences are called perils. Fire floods breakdowns,
lighting, and earthquakes etc. If such perils can cause damage to the asset the asset is
exposed to that risk.
The risk only means that there is a possibility of loss or damage. The damage may or
may not happen. Insurance is done against the contingency that it may happen. There
has to be an uncertainty about the risk. Insurance is relevant only if there are uncertain.
In the case of a person who is terminally ill the time of death is not uncertain though
not exactly known.
Insurance does not protect the asset. It does not prevent its loss due to the peril. The
peril can sometimes be avoided, through better safety and damage control management.
Insurance only tries to reduce the impact of the risk on the owner of the asset and those
who depend on that asset
9
It only compensates the loose and that too, not fully. Only economic consequences can
be insured. If the loss is not financial insurance may not be possible.
The study focuses on the customer perception relating to the areas of customer
preference, customer satisfaction, loyalty, repurchase decision and complaining
behavior of customers in the purchase of housing finance.
In the current scenario the housing finance business has become liberalized and
competitive. It is found that exploring the behavior of the customers will give an insight
to housing finance to maximize their customers
.
The research is restricted to SBI bank in Polur Town. Important of study is to find out
customer problems and their opinion about home loan at SBI bank in Polur. At the
same time we need to analyze the problem involved in home loan compare to other
bank and try to give our own suggestions
The scope of the study is restricted to Branches of SBI in Polur Town only. This study
covers the eligible conditions, operations, disbursement and repayment of loans, home
loans schemes, interest rate and the terms provided. This study focus on only home loan
services.
The study focuses on the customer perception relating to the areas of customer
preference, customer satisfaction, loyalty, repurchase decision and complaining
behavior of customers in the purchase of housing finance.
10
2. In the current scenario the housing finance business has become liberalized and
competitive. It is found that exploring the behavior of the customers will give an insight
to housing finance to maximize their customers.
LIMITATION OF STUDY
1. This research study was time bound and due to this only a few aspects of the Problem
were taken up for study100.
2. Findings may vary if the area of study is changed. Some of the respondents might
have been biased in their responses and as Such the analysis and conclusion based on it could
vary to some extent. Some of the conclusions also depend upon secondary data.
3. To the extent these data are reliable, the conclusion derived from them are valid. This
research study was limited only to nationalized and co-operative banks Due to non-availability
of data on private banks.
Some of Customers were not ready to give the detailed information and good response.
Some respondents try to avoid feeling questionnaire.
It might be possible that some of the information were not properly revealed by the
consumers due to certain reasons like lack of time, lack of understanding etc.
Some respondents were kept their information confidential that's why they were filling
wrong information in some questions.
Eventhough people are availing loan and have their dreams fulfilled of having a Home,
there are many problems faced by them even after availing the loan. So this study is
undertaken to understand the level of satisfaction or dissatisfaction from the loan
availed. Finally the detail information about the benefits they had received are also
considered.
11
Assets are insured; because they are likely to be destroyed through accidental
occurrences such possible occurrences are called perils. Fire floods breakdowns,
lighting, and earthquakes etc. If such perils can cause damage to the asset the asset is
exposed to that risk. The risk only means that there is a possibility of loss or damage.
The damage may or may not happen. Insurance is done against the contingency that it
may happen. There has to be an uncertainty about the risk. Insurance is relevant only if
there are uncertain. In the case of a person who is terminally ill the time of death is not
uncertain though not exactly known. Insurance does not protect the asset. It does not
prevent its loss due to the peril. The peril can sometimes be avoided, through better
safety and damage control management. Insurance only tries to reduce the impact of
the risk on the owner of the asset and those who depend on that asset. It only
compensates the loose and that too, not fully. Only economic consequences can be
insured. If the loss is not financial insurance may not be possible.
CHAPTER -3
12
COMPANY PROFILE
SBI INTRODUTION
13
State Bank of India (SBI) a Fortune 500 company, is an Indian Multinational, Public
Sector Banking and Financial services statutory body headquartered in Mumbai. The rich
heritage and legacy of over 200 years, accredits SBI as the most trusted Bank by Indians
through generations.
SBI, the largest Indian Bank with 1/4th market share, serves over 45 crore customers
through its vast network of over 22,000 branches, 62617 ATMs/ADWMs, 71,968 BC outlets,
with an undeterred focus on innovation, and customer centricity, which stems from the core
values of the Bank - Service, Transparency, Ethics, Politeness and Sustainability.
The Bank has successfully diversified businesses through its various subsidiaries i.e
SBI General Insurance, SBI Life Insurance, SBI Mutual Fund, SBI Card, etc. It has spread its
presence globally and operates across time zones through 229 offices in 31 foreign countries.
Growing with times, SBI continues to redefine banking in India, as it aims to offer
responsible and sustainable Banking solutions..
State Bank of India offers attractive interest rates on home loans starting at 8.85% p.a.
The loan tenure can be extended up to 30 years, ensuring a comfortable repayment period. The
processing fee on these loans is 0.35% of the loan amount (Min. Rs.2,000; Max. Rs.10,000)
plus applicable taxes. Women borrowers are also offered an interest concession of 0.05% on
SBI Home Loans. No hidden charges and a full waiver of prepayment charges make them one
of the most preferred housing loan products in the country.
14
SBI Home Loan Schemes
15
5. SBI Pre-Approved Home Loan (PAL)
Interest rate: 10.90% p.a. onwards
Processing fee: 0.35% of the loan amount (min. Rs.2,000; max. Rs.10,000)
Loan sanctioned before a property is finalised
Gives you more negotiating power with the seller or builder
Benefits similar to that of the SBI Regular Home Loan
6. SBI Earnest Money Deposit (EMD)
Interest rate: 12.95% p.a.
Processing fee: 0.5% of the loan (min. Rs.1,000)
Funds to pay the advance amount for booking a house or plot
Can only be taken to pay booking amount for houses/plots sold by urban
development authorities, housing boards, and other government entities
Short-term loans of one year
7. SBI NRI Home Loan
Interest rate: 8.85% p.a. onwards
Contact the bank to find out the interest rate offered
Processing fee: 0.35% of the loan amount (min. Rs.2,000; max. Rs.10,000)
Specifically for Non-Resident Indians (NRIs) to buy a house in India
Discount on interest rate for women applicants
No extra fees or interest rates when compared with Regular Home Loan
8. SBI Realty Home Loan
Interest rate: 9.45% p.a. onwards.
Processing fee: 0.35% of the loan amount (min. Rs.2,000; max. Rs.10,000)
Meant for purchase of a plot of land to construct your own house
Borrowing limit of up to Rs.15 crore with repayment tenures of up to 10
years
Option to take a separate SBI home loan for the actual construction
9. SBI Commercial Real Estate (CRE) Home Loan
Interest rate: 9.35% p.a. onwards.
Processing fee: 0.35% of the loan amount (min. Rs.5,000)
16
Curated scheme for people who already own two or more houses and want
to buy more
Max. 3 houses can be bought under this scheme
Benefits such as lower interest rate for women and overdraft facility
available
10. SBI Reverse Mortgage Loan
Interest rate: 11.55% p.a. onwards.
Processing fee: 0.50% of the loan amount (min. Rs.2,000; max. Rs.20,000)
Specifically for senior citizens with a property owned or occupied by them
Helps generate or supplement income after retirement
Loan need not be repaid during the borrower’s lifetime
17
SBI Insta Home Top-Up Loan:9.75%
SBI Maxgain : Overdraft version of home loans instead of a term loan; allows you to
repay through EMIs, with overdraft drawing power reducing with each payment.
SBI Green Home Loan: Perks for individuals who buy “green homes” in projects that
The loan eligibility criteria for SBI home loans are as given below:
Proof of Residence (one): Latest utility bill or copy of Aadhaar card, driving licence, or
passport Proof of identity (one): Voter ID card, PAN, driver's licence, or passport
Employer identity card
18
Form 16A or TDS certificate, if applicable
Account statement:
Bank account statements of the previous six months for all bank accounts held by
applicant
Loan account statement of the previous one year if another loan is currently active
Property papers:
Electricity bill
Approved Plan copy (Xerox Blueprint) & Registered Development Agreement of the
You can apply for a home loan from SBI in two simple ways:
1. Offline: Visit the nearest branch of the bank with all the required documents, request
the application form, fill it in correctly, and submit it to the bank official.
2. Online: Visit the official website of SBI and apply online leaving your contact details
on the application form. You will receive a call back from the bank's representative.
19
HDFC INTRODUCTION
Buying a house is one of the biggest and most important decisions of a lifetime. A good
house is essential for the all-round well-being of a family. Its purchase therefore requires
meticulous planning and careful consideration. You need to assess your requirement and
apply for the most suitable housing loan.
HDFC offers a wide range of housing loans to cater to the varied needs of different sets of
consumers. Our diversified portfolio of loan offerings includes loans for purchase of a new
apartment from a developer or a development authority as well as for purchase of resale
properties.
If you want to construct your own house, you can avail of a loan for the purchase of a plot
and construction thereon.
A home improvement loan facilitates home renovation while you can get a home extension
loan to fund the cost of adding more floors or rooms to your existing house.
20
On completion of one year of loan repayment, you can apply for a Top-Up Loan for
additional funds which can be used for a variety of personal or professional needs.
We also offer rural housing loans to farmers, agriculturists, planters and horticulturists for
purchase of a residential property in rural and urban areas, construction of a house and
improvement or extension of their existing house property.
Another special product is the HDFC Reach Home Loan, designed for individuals who work
in the unorganized sector. Our unique appraisal methodology now makes home ownership
possible for this segment.
First time home owners can benefit from the Pradhan Mantri Awas Yojana Credit Linked
Subsidy Scheme and get a subsidy of uptoRs.2.67 lac on your home loan amount.
Incase you have an existing home loan, you can opt for balance transfer to HDFC and take
the advantage of lower home loan interest rates, better repayment terms and enhanced
services.
You can apply for a loan at your convenience, anytime, anywhere through the ‘Apply Online’
feature on our website. Our online home loan application is a simple 3-step process with easy
document upload, online payment of fees and a quick home loan approval.
HDFC is currently offering home loan interest rates starting from 6.70%* p.a. Customers can
avail these home loan interest rates along with benefits like a longer& loan tenure of up to, 30
years, end to end digital solutions, customized repayment options and much more! To calculate
your EMI visit https://www.hdfc.com/home-loan-emi-calculator To apply now for a home loan
visit https://www.hdfc.com/call-for-new-home-loan
21
CHAPTER-4
22
REVIEW OF LIYERATURE
Moriizumi. Y. (2000) the impact of wealth on private mortgage debt as well as home
consumption in Japan is examined. Housing Survey on Condominiums in the Tokyo
Metropolitan Area provided secondary data (HSC). The Urban Housing Corporation and the
Ministry of Construction collaborated to perform the survey during the years 1988 and 1889.
In the study, 820 respondents who were under the age of 40 years formed the sample. The data
were analyzed using the simultaneous equation. According to the study, borrowing and the size
of private mortgages were negatively impacted by present wealth. Less borrowing was required
for housing purchases by wealthier households. Wealth had a stronger influence on borrowings
than it did on the total amount of debt.
Bernheim. B.D. et al. (2001) studied the long-term impact of requiring financial instruction in
schools on saving and asset accumulation. In-depth information was gathered from 2,000
people who ranged in age from 30 to 49. The chosen respondents completed their high school
education between 1964 and 1983. Several tools, including regression, correlation, and
medium, were utilized to analyze the data. According to the study, students in states where
financial education has been required for five years have indicated saving rates that are 1.5
percent higher than students in other states that do not require financial education. Statistics
showed that the difference was significant. It shows that as long as laws were in place, they
had a greater impact. The study also showed that it took time for mandates to develop relevant
curricula and skills for changing a person's behaviour. Mandates were continuously gaining
experience, and there was ample time for learning.
Kaur. J. (2004) analyzed the home loan programmes offered by a few housing finance
institutions in Punjab. Additionally, the customer's perspective on housing finance options has
been evaluated. The study's sample included five major financial institutions: HDFC, NHB,
LICHF, SBOP, and PNBHF. In the study, both primary and secondary data were employed.
The primary data was gathered from people of four districts in Punjab and Chandigarh—
Patiala, Ludhiana, Amritsar, and Jalandhar—through the use of well-crafted questionnaires.
Utilizing the stratified random selection technique, a sample of 250 respondents was selected.
Secondary data was gathered from sources such as the National Bureau of Statistics
publication, annual reports of HDFC, NHB, LICHF, SBOP, and PNBHF, among others. A
23
variety of statistical procedures, including average, percentage, growth rates, average weighted
score, ration analysis, and chi square, were used to analyse the Kiran Saroe & Dr. Apar Singh:
An Overview of House Finance in the Light of Literature Survey data.
24
Chellamma T (11th April 2019) in her study ‘An analysis of the performance of HDFC on
housing finance in thoothukudi district and the objectives were to study in detail about housing
finance in India, To study the performance of HDFC at national level and also in Thoothukudi
district, To study the personal profile of the respondents and their opinion towards home loan
service of HDFC. Major focus of her study was on thoothukudi district. Research methodology
includes primary data collected through questionnaire and secondary data through bank reports,
journals etc. Statistical tools used were Garrett ranking, Mann-Whitney U test, Kruskal-wallis
Test. The demand for housing loan has been rapidly increased. To promote the housing finance
industry in India, government has taken many initiatives since 1970.
Reddy Sukumar C S (2016) in his study ‘An study on housing finance in Chittoor district,
Andhra Pradesh and the objectives were to review the growth of housing finance in India, To
examine the loan appraisal practices of Housing Fincncial Institutions. Two sets of detailed
structures schedules were prepared to collect the opinions from the borrowers as well as the
officials concerned. Statistical tools used were averages, percentages, ANOVA, T-test, chi-
square. It is clearly understood that majority of sample borrowers are satisfied with their
lending agency.
Berstain David (2009) examined in his study taken from 2001 to 2008 that in this period there
is increase use of home loans as compared to private mortgage insurance (PMI). He have
divided his study into four sections. Section I describes why people are going more for home
loans than PMI, the main reason for this that now home loans market provide piggy bank loans
for those people who don’t have 20% of down payment. Section II tells the factors responsible
for the growth of home loans and the risks on shifting toward home equity market without any
PMI coverage. PMI can protect lenders from most losses environment. Section III tells the
measures in changes of type of loans. For this he have taken the data from the 2001 and 2020
AHS a joint project by HUD and census. Section IV describe the financial status of single-lien
and multiple-lien households and for this he have taken the survey of consumer finance and
show that financial position is more weaker in multiple loans than the single loans.
Vandell Kerry D (2008) analysis the sharp rises and then suddenly drops down home prices
from the period 1998-2008. Changes in prices are for the reasons pas such economic
fundamentals, the problem was not subprime lending, but the Fed’s dramatic reductions, then
increases in interest rates during the early mid 2000, the housing-boom was concentrated in
those markets with significant increase. Finally, given a model of the factors affecting results
25
for 200 -2005, we predict that 2006 results will continue to show an increase in the percentage
of loans that are higher priced when final numbers are released in September 2000.
Marwaha J.S in his article “Affordable housing loans and options, a critical review of Housing
Development Programmes in India” (1990) has critically examined issues and options with
regard to the provision of housing and affordability thereof, particularly for the economically
weaker sections and low income groups of population in India, taking cognizance of the various
policies and programmes in the five year plans of the country. Although housing policy of the
government is to provide housing for the poor, yet the major beneficiaries of the various
housing programmes seem to be middle and higher income groups, mainly due to non
affordability of the poor. Further, the problem of housing is not only quantitative. About 80%
of the rural houses have no basic amenities such as drinking water, bath and latrines, facilities
of disposal of garbage and other wastes etc.
Mahadeva M. and Thara Bai, in their paper entitled “Housing Finance: can commercial
banks meet people’s Housing Finance needs” (2001), have made an attempt to review the
overall policy environment for commercial banks to earmark and provide direct housing
finance to individual households and indirect term loans to public housing agencies. Attempt
is also made to throw light on the sub-targets fixed to spread the benefit of housing allocation
to the needy and neglected sections of the society. The rural areas have continued to suffer
without adequate investment in housing activities, while urban and semi urban areas have
continued to garner the housing allocation of commercial banks on a large scale. The present
investment criteria of commercial banks are illogical under the circumstances of high level of
housing deprivation coupled with huge dilapidated housing stock. Hence, it is necessary to hike
the allocations1exclusively for rural areas and to evolve a need based resource distribution
system. Further, the loan cost gap needs to be minimized and funds be lent at lower rates of
interest to stimulate housing activities among low and middle income groups.
Akbar Khan J., in his article entitled “Karnataka’s Housing: Role Model for other Indian
States” (2000), telling the success story of Karnataka in resolving the “Ghar or Makaan”
Problem, considers it to be a role model to other states. Though the housing sector in the
country has been witnessing an annual growth of 30%, India continues to face an acute shortage
of housing units, as the demand far exceeds supply. To deal with this problem, government has
been encouraging individual home ownership by providing various fiscal incentives in its
26
Budgets. The Government of Karnataka, through its various housing schemes and programmes
such as Ashraya, Ambedkar, Navagrama Ashraya, etc., has achieved a remarkable progress in
providing houses to SCs, STs and other poor sections of the community. The government,
through its district administration and by involving rural and urban local bodies, has been able
to implement its housing schemes, successfully. The participation of HUDCO by way of
landing loans is also worth noting. The Karnataka Housing Board (KHB), which was setup in
1962 to cater to the housing requirement of all classes of urban society, has also been reformed
and strengthened by the government in order to accelerate its housing activities such as layout
formation, group housing schemes, creation of model township, etc.
The study of Vidyavathi K. about HDFC, LICHF, GICHF, Canfin Homes, SBI Home Finance
& Dewan HFL has been conducted in Bangalore city during a period of ten years from 1989-
1999. As remarked by the researcher in her doctoral dissertation, “Role of Urban Housing
Finance Institutions in Karnataka - A Study of Selected Housing Finance Corporations in
Bangalore city” (2002), HDFC has maintained a consistent growth throughout the period, other
HFIs, though experienced high growth during the initial years, later, have received a setback
due to the increased competition. The SBI Home Finance has experienced a negative growth
too, due to the mounting defaults from bulk loan segment.
Chithra and SelinaMuthurani (2016) in their study entitled “Customer Perception towards
Home loan in HDFC Bank-Chennai” studied the satisfaction level of customers about home
loan of HDFC bank and the difficulties faced by the customers at the time of availing home
loan in HDFC bank. Customers were selected on simple random sampling method. The study
found that most of the respondents preferred HDFC bank for its service and low interest rates
and people select the HDFC bank by advertisements, Friends and relatives. The study also
reveals that most of the customers feel that the interest rate of HDFC is comparatively less than
other banks and HDFC bank also provides better services to its customers.
27
Aarti Varma (2016) conducted “A Study on Customers view and perception towards home
loan” and assessed the customer’s views and perception towards home loan in Bhyandar region
with the main objective to find out consumer perception and socio-economic categories of
customers satisfaction related to home loan and lending practices followed by home loan
company. The sample size includes 200 respondents in Bhyandar region and random sampling
technique was used. The study found that maximum people preferred fixed rate of interest and
quality of service and minimum rate of interest are the important criteria seen by the people
before taking home loan. The study concluded that banks should provide different housing loan
schemes with smart features like rate of interest, margin etc. for attract more and more people
in rural area and open more number of branches in different cities and tap the rural areas and
also provide counter facility in all banks to helpthecustomers.
Gomathi (2014) in her study entitled “Study on housing loan offered by public sector banks in
Harur Taluk”. The main objective of this study was to ascertain the factors that contribute to
the utilization of the housing loan of various public sector banks and to measure the level of
customer satisfaction in housing loan in various public sector banks. 100 sample respondents
were taken for this study. The study suggested that bank should review the housing loan
portfolio at periodical intervals for capturing the new market to avoid risk and for updating
their schemes. The study concluded that the home loan market in India has grown at a rapid
and alarming rate of over 40 per cent over the period of the last four years. Most of the housing
finance companies in India have introduced several new home loan products in order to meet
the needs of a wide variety of customers. The various home loan schemes have market. The
customer can choose that scheme which they feel good for them and has the capacity to repay
it on that specified time period.
Pushpa Sangwan (2012) conducted a comparative analysis of home loans of public and private
sector banks in India. This study outlined the satisfaction level of customers and problems
faced by them in obtaining home loans. The study has taken four commercial Banks in
chandigarh city namely HDFC Bank,PNB,Union bank of India and ICICI bank.
Prakash. M. (2006) analyzed Salem Urban Co-operative Bank Limited, Salem-1's overall
performance, and home loans given to its employees and members. Secondary data from Salem
Urban Co-operative Bank Limited's annual reports, records, and printed materials were used
for the study, which was conducted from 2000–2001 to 2004–2005. The data were analyzed
28
using statistical tools including trend ratios and percentage of changes. The investigation
showed that the bank was lending more money for homes to its workers and members.
Additionally, although the bank's overall performance was becoming better every year, its net
earnings were falling. According to the survey, Dadagapatty Bank has made the most home
loans out of Salem Urban Co-operative Bank Limited's 14 branches. Thus, it was advised that
for banks to generate more profit, they should extend more home loans for a long time as well
as carry out their duties more effectively.
Gaur. A. (2009) compared the customer satisfaction ratings of SBI Bank and ICICI Bank in
relation to home loans in Haryana. Through a questionnaire, a sample of 120 respondents was
selected from various regions of the state. The data was analysed using percentage methods
and correlation. It was determined that ICICI Bank had superior employees to SBI employees
in terms of character and behaviour, and that ICICI Bank's services were superior to those of
SBI. Additionally, genuine commitments and affordable prices were the main factors
contributing to customer satisfaction, while hidden fees were the main cause of dissatisfaction.
29
Natarajan. Y. (2010) examined the non-banking financial institutions' performance in relation
to the approval and distribution of housing loans. Additionally, the Madurai District had also
looked at the respondents' perspectives on housing finance. Five non-banking financial
organizations were chosen for the study, including LIC Housing Finance Limited (LICHFL),
Dewan Housing Finance Limited (DHFL), Housing Development Finance Corporation
Limited (HDFC), Canfin Housing Finance Limited (CANFIN), and GIC Housing Finance
Limited (GICHFL). A questionnaire was used to create a sample of 750 responses. The
secondary data was gathered from books, HUDCO, journals, newspapers, magazines, annual
reports of various housing finance organizations, the National Housing Bank, and websites.
The data were analyzed using statistical tools such as the Chi-Square Test, Discriminant
Function Analysis, Factor Analysis, ANOVA, and Henry Garrett Ranking Technique Mean
and Standard Deviation. According to the study, the majority of respondents experienced loan
disbursement delays, which were caused by a delay in providing the financial institution with
the completion certificate. But Canfin and HDFC moved quickly to disburse the loan. The
study also showed that the respondents who had selected the floating interest rate believed the
penalty assessed for failing to pay the monthly installment was fairly significant.
Nadda. J. (2013) did a comparison of house loan offerings from commercial and public sector
banks in Shimla, Himachal Pradesh. Additionally, customer satisfaction rates and customers'
opinions of borrowers toward Shimla-area banks had been researched. State Bank of India,
LIC, and HDFC were used for the analysis. With the aid of a carefully constructed
questionnaire, a sample of 200 responses was obtained. The department of economics and
statistics, yearly reports from various banks, and managers who work with home loan products
were all used to gather secondary data. Several statistical tools, including the z-test, T-test, chi-
square test, and F-test, were used to analyze the data. According to the study, public sector
banks outperformed private sector banks in terms of services, personnel skill levels, adherence
to laws and regulations, and branch locations. Additionally, private banks offered better
customer service, and staff in the private sector were more knowledgeable about their products
than those in the public sector.
Varma. A. (2015) examined how consumers felt about house loans and made an effort to
comprehend how different socioeconomic groups felt about them. The companies offering
home loans in the Bhyandar region were the subject of the study. 200 potential clients made up
the sample, which was selected at random. The study was based on primary data that was
gathered through the use of questionnaires. The survey found that for clients without the
30
required documented proof, the house loan application process was challenging and time-
consuming. Additionally, it was shown that most people preferred fixed interest rates. The
investigation concluded that customers were generally happy with the way banks handled
them.
Singh. B. and Singh. P. (2017) found characteristics that customers in Punjab considered while
choosing a home loan institution and carefully evaluated those criteria. A questionnaire was
used to gather primary data for the study from three cities in Punjab: Amritsar, Ludhiana, and
Jalandhar. 102 respondents were included in a convenience and judgment sampling approach
sample. The data were analyzed statistically using a factor analysis technique. The study
identified three variables that influenced customers' decisions when choosing a home loan
product: "Quick and bigger loan amount with cheap charges," "Loan Formalities, cost and
amenities," and "Fee and penalty." The most crucial aspect among these was "Loan Formalities,
Cost, and Facilities.
31
Aturamu. O.B. (2018) examined the issues, difficulties, and obstacles that housing
microfinance stakeholders faced. Important success variables for achieving scale were also
found in addition to this. The most important elements were discovered using content analysis
and descriptive analysis. Government Policies, Public Perception, and Bank Processes were
shown to be the three key variables. Government-implemented policies were advised to
recognize incremental construction through housing microfinance as the option would
acknowledge this. This represented the procedures used by banks to process mortgage loans
and had an impact on how the public perceived housing microfinance. Additionally, this
reduced operational costs for banks and allows microfinance institutions to expand their
housing portfolio.
Gomathi. C. (2019) investigated the degree of satisfaction, issues experienced, and level of
knowledge of Dharmapuri district housing financing borrowers. By applying the judgment
sampling technique, primary information was gathered from 1025 borrowers using a well-
crafted questionnaire. The internet, newspapers, books, and journals were used to gather
secondary data. The Z test, ANOVA, Chi-Square, Multiple Regression, Factor Analysis, SEM,
and Correlation were all used to analyze the data. According to the survey, services offered by
housing finance institutions were generally quite good, and their procedures and goods worked
well. However, there was no upgrade to the repayment mechanism, and debtors were not
informed of changes to interest rates or RBI recommendations. Additionally, prepayment fees
and progressive funding were important considerations for customers when choosing a
mortgage lender. Furthermore, the majority of borrowers were ignorant of the variety of
housing loan options that some institutions offered.
Gajbhiye P.G. (2022) looked into the essential elements of housing loan programmes
provided by public and private sector banks as well as how clients felt about the programmes
they might use. Additionally, customer satisfaction is looked at. Using the convenience
sampling method, 104 bank employees, 52 from the public sector, 52 from the private sector
and, 1260 home loan borrowers from Pune city were obtained from the four public and private
banks. Of these, 630 were customers of the public sector banks and 630 were customers of the
private sector banks. Inconsistencies between borrowers of loans from nationalized banks and
those from private banks were found in the study. Customers of nationalized banks are more
likely to find that all factors influence their choice of loan when it comes to the ease of
32
documentation, but customers of private banks are more likely to find that just the loan size
and prepayment possibilities have the most influence. Additionally, both
.
De Paul Singh (2001) in his study entitled “Consumer Behaviour and Bank Retail
products an Analysis “stresses that, the borrower attitude is an important factor for the
improvement of housing loan schemes”.
H DrRangarajan C (2001) said that, “the financial system of India built a vast
network of financial institutions and markets over times and the sector is dominated by banking
sector which accounts for about two-third of the assets of organised financial sectors”.
Housing Policy Department, NABH (2009) in a study examined the local impact of
home building in a typical metro area. According to this study house building generates various
local activities like job for local residents and revenue for the local governments. A model
developed by National Association of Home Builders to estimate the economic benefits. This
model was applied to construction in over 500 projects, local jurisdiction, and states across the
country. The results of the model showed that house building produce impacts income and
employment of the country.
33
Garg, Dr. Shiv Kumar and Kumar, Dr.Gajendra (2014), reported in their paper that
due to bank reforms, government encouraged banking sectors to identify housing finance sector
and its importance in lending. They stated that Housing finance sector is the fastest growing
segment of the retail financing sector. The paper resulted out that agencies of Public sector
housing finance companies, Private sector housing companies and banks are competitors in
housing finance market.
Shankar, E. (2014), observed that the population is striving hard to find a shelter in
our country so commercial banks have been continuously directed to Finance the housing
Schemes launched by Central and State Governments. In his paper he attempted to study the
role played by Scheduled Commercial Banks in meeting the housing financial requirements at
Macro level..The role of Scheduled commercial banks have been clearly analysed and its
significance in providing housing finance has been stated.
34
CHAPTER-5
35
RESEARCH METHODOLOGY
Meaning
Research Design :
A research design is a strategy for answering your research question using empirical data. A
well-planned research design helps ensure that your methods match your research aims and
that you use the right kind of analysis for your data. The research will be carried out in the form
of a survey which will be done in Vellore. Sample Design: The target population for our study
is people living in Vellore. The sample will be selected by a simple random sampling method.
Sample size :
Data collection
The study is based on both primary and secondary data. The primary data is collected through
the statement questionnaire with the Maggi Noodles users in Vellore City. The secondary data
36
is collected through the various secondary published sources like books, journals, magazines,
newspapers, websites etc.
Tools used for data analysis : Analysis techniques are used to obtain findings and arrange
information in a logical sequence from the raw data collected. After the tabulation of the data
the tools provide a scientific and mathematical solution to a complex problem.
Percentage analysis :
Total respondents
37
CHAPTER-6
38
DATA ANALYSIS AND INTERPRETATION
TABLE-6.1-GENDER OF RESPONDENTS
NO OPTION NO OF RESPONSE PERCENTAGE OF
RESPONSE
1 MALE 75 75%
2 FEMALE 25 25%
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents out of which
75%ts are male and of the respondents are male and 25% of the respondents are female
MALE FEMALE
25
75
39
TABLE-6.2-AGE OF RESPONDENTS
NO OPTION NO OF PERCENTAGE OF
RESPONDENTSNTS RESPONDENTSNTS
1 16-20 55 55%
2 21-25 25 25%
3 26-30 17 17%
4 30-35 3 3%
TOTAL 100 100%
Source: Primary data
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents out of which
55% of respondents belongs to 16-20age 25% of respondents belongs to 21-25age of which
17% of respondents belongs to 26-30age,3% of respondents belongs to 30-35 age
CHART-6.2-AGE OF RESPONDENTS
3, 3%
17, 17%
16-20
21-25
40
TABLE-6.3-YEAR OF TAKING HOME LOANS
NO OPTION NO OF PERCENTAGE OF
RESPONDENTS RESPONDENTS
1 ONE YEAR 35 35%
2 TOW TO THREE YEARS 30 30%
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents out of Which
35% are one year, 30 are Two to year,25% are three years to four year,10% more than four
years.
41
35 NO OF RESPONSE PERCENTAGE OF RESPONSE Series 3
30
25
10
35%
30%
25%
10%
ONE YEAR TOW TO THREE YEARS THREE YEARS TO FOUR MORE THAN FOUR
YEAR YEARS
INTERPRETATION:
According to above analysis it is concluded that 100 respondent out of which 40% of
than faster processing, 25% of than Interest rates, 15% of than brand image of the bank, 12%
of than margin amount, 8% of than others.
42
OTHER 8%
8
0 5 10 15 20 25 30 35 40 45
43
NO OF RESPONCE PERCENTAGE OF RESPONCE Column3
50
20
15
10
5
50%
20%
15%
10%
5%
STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY
DISAGREE
44
45
40
35
30
25
20 40
15 30
10
14
5 11
5
0 40% 30% 14% 11% 5%
STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE
TABLE-6.7-THE TYPE OF HOME LOAN YOU HAVE TOOK FORE SBI BANK
1 NEW 45 45%
2 RESALE 30 30%
3 TAKE OVER 15 15%
4 TOP UP 10 10%
TOTAL 100 100%
Source: primary data
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents Out which 45%
of than new, 30% of than resale, 15% of than take over, 10% of than top up.
45
CHART-6.7-THE TYPE OF HOME LOAN YOU HAVE TOOK FORE SBI
BANK
50
45
40
35
30
25
20
15
10
46
CHART-6.8-STATE THE PROCESSING FEES OF SBI BANK IS AFFORTABLE
40
34
35
30
25 23
20 17
15
15
10
0
STRONGLY AGREE AGREE NEUTRAL DISAGREE
INTERPRETATION:
47
According to the above analysis it is concluded that 100 respondents Out which 35%
of than strongly agree, 24% of than agree, 20% of than neutral, 15% of than Disagree, 6% of
than strongly disagree.
DISAGREE
NEUTRAL
AGREE
STRONGLY AGREE
0 5 10 15 20 25 30 35 40
NO OPTION NO OF PERCENTAGE OF
RESPONDENTS RESPONDENTS
1 SBI 50 50%
2 ICICI BANK 25 25%
3 HDFC BANK 15 15%
4 OTHER BANK, SPECIFY 10 10%
TOTAL 100 100%
Source: primary data
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents Out which 50%
of than SBI, 25% of than ICICI BANK, 15% of than HDFC BANK, 10% of than others bank,
specify.
48
CHART -6.10-THE BANK YOU DEPENT FOR REGULAR TRANSACTION
25
15
10
50%
25%
15%
10%
SBI ICICI BANK HDFC BANK OTHER BANK, SPECIFY
NO OPTION NO OF PERCENTAGE OF
RESPONDENTS RESPONDENTS
1 YES 70 70%
2 NO 30 30%
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents Out which
70%OF than YES, 30 of than No.
49
CHART-6.11-ARE YOU AWARE OF THE ADVANCE PRODUCTS OF SBI BANK
70
30
70% 30%
YES NO
INTERPRETATION:
50
According to the above analysis it is concluded that 100 respondents Out which
42% of than strongly agree, 20% of than agree, 18% of than neutral, 12% of than disagree,
8% of than strongly disagree.
Column2 Column1
42
20
18
12
8
42%
20%
18%
12%
8%
0
0
NO OPTION NO OF PERCENTAGE OF
RESPONDENTS RESPONDENTS
1 KOTAK MAHINDEA BANK 45 45%
2 HDFC LOANS 20 20%
3 ICICIBANK 15 15%
4 HSBC BANK 12 12%
5 OTHERS 8 8%
TOTAL 100 100%
source: primary data
INTERPRETATION:
51
According to the above analysis it is concluded that 100 respondents Out which 45%
of than kotak Mahindra bank, 20% of than HDFC loans, 15% of than ICICI,12% of than HSBC
bank, 8% of than others.
50
45
40
35
30
25
20
15
10
0
KOTAK MAHINDEA HDFC LOANS ICICIBANK HSBC BANK OTHERS
BANK
52
CHART-6.14 YEARLY INCOME GROUP
10%
10%
15%
15% BELOW 2 LAKHS
2-4 LAKHS
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents Out which 30%
of than ICICI, 25% of than HDFC, 20% of than PNB, 16% of than SBBJ , 9% of than others.
53
CHART-6.15-AWARE OF THE HOME LOAN PRODUCT OF BANKS
35
30
25
20
15 30
25
10 20
16
5 9
1 YES 75 75%
2 NO 25 25%
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents Out which
75%OF than YES, 25 of than No.
54
CHART-6.16 ARE YOU SATIFIED WITH SBI BANK HOME LOANS
80
75%
70
60
50
40
75
30
25%
20
25
10
0
YES NO
NO OPTION NO OF PERCENTAGE OF
RESPONDENTS RESPONDENTS
1 ICICI 33 33%
2 HDFC 27 27%
3 PNB 17 17%
4 SBBJ 12 12%
5 OTHERS 11 11%
TOTAL 100 100%
Source: primary data
INTERPRETATION:
55
According to the above analysis it is concluded that 100 respondents Out which 33%
of than ICICI, 27% of than HDFC, 17% of than PNB,12% of than SBBJ, 11% of than others.
OTHERS 11%
11
SBBJ 12%
12
PNB 17%
17
HDFC 27%
27
ICICI 33%
33
0 5 10 15 20 25 30 35
NO OPTION NO OF PERCENTAGE OF
RESPONDENTS RESPONDENTS
1 YES 80 80%
2 NO 20 20%
INTERPRETATION:
56
According to the above analysis it is concluded that 100 respondents Out which 80%
of than YES, 20 of than No.
80%
80
20%
20
YES NO
NO OPTION NO OF PERCENTAGE OF
RESPONDENTS RESPONDENTS
1 INTEREST RATES 44 44%
2 SERVICE PROVIDED 22 22%
3 PAY BACK PERIOD 15 15%
4 SCHEME 10 10%
5 OTHERS 9 9%
TOTAL 100 100%
Source: primary data
57
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents Out which 44%
of than interest rates, 22% of than services provided ,15% of than pay backperiod,10% of than
scheme, 9% of than others.
9%
10% INTEREST RATES
SERVICE PROVIDED
44%
PAY BACK PERIOD
15%
SCHEME
OTHERS
22%
1 YES 55 55%
2 NO 30 30%
3 CAN’T SAY 15 15%
Source: primary data
INTERPRETATION:
58
According to the above analysis it is concluded that 100 respondents Out which 55%
of than YES, 30 of than No, 15%of than can’t say
60
55%
50
40
30 30%
55
20
30
10
0 0 0 0
YES NO
NO OPTION NO OF PERCENTAGE OF
RESPONDENTS RESPONDENTS
1 144 MONTHS 40 40%
2 360 MONTHS 30 30%
3 240 MONTHS 25 25%
4 OTHERS 5 5%
TOTAL 100 100%
Source: primary data
59
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents Out which 40%
of than 144 months, 30% of than 360 months, 25% of than 240 months, 5%Of than others.
OTHERS 5%
5
0 5 10 15 20 25 30 35 40
NO OPTION NO OF PERCENTAGE OF
RESPONDENTS RESPONDENTS
1 INTEREST RATES 50 50%
2 SCHEMES 25 25%
3 SERVICE PROVIDED 15 15%
4 OTHERS 10 10%
TOTAL 100 100%
Source: primary data
60
INTERPRETATION:
According to the above analysis it is concluded that 100 respondents Out which 40%
of than interest rates, 25% of than scheme, 15% of than services provided, 10% of than others.
60 60%
50 50%
40 40%
30 30%
20 20%
10 10%
0 0%
INTEREST RATES SCHEMES SERVICE PROVIDED OTHERS
61
CHAPTER-7
62
FINDINGS
63
SUGGESTIONS
The management of the SBI should conduct more product and services awareness
campaign.
Since majority of the customer using savings account deposits in every bunk So the
bank management should think of introducing new schemes regarding savings account
and marketing those to the customers
The SBI should increase the level of providing personal attention to individual
customers
Advertisements of the SB bank are very less compared to other competitors. It may lead
to switching on other banks. So the SBI management should promote more
advertisement through various advertisement channels.
In loan documentation procedure is not lengthy but most financial services providers use
traditional technique, so they have use online documentation technology.
Most of the customers they give suggestion to SBI that staff is not cooperative to customers
in any queries. So SBI staff should firstly work in supportive manner.
Most of the customers are satisfied with sanctioning loan time but financial services
providers reduce sanctioning time.
Company has to create a sense of security among the customers regarding bank deposits,
future of bank, because most of the people fear about security.
64
CONCLUSION
This research is based on the SBI home loan So all customer belongs to SBI only, it can
be concluded that proposal of home loan is very customer friendly, rate of interest of
reasonable, loan procedure is also easy. Any lay man customer can understand & trust on SBI
as a brand as it’s every Indians bank. But still average customer facing problems of
documentations, procedures etc.
However all types of loans like New, Resale, Takeover, Top up etc. taken from SBI. Services
given by bank on the basis of loan are very effective but still many customers are facing good
service facility on pan India level though quantum ,size of customers are huge so it may
difficult for any organization to handle each customer promptly. Every problem has its own
solutions so research on his own level given suggestions what observed practically. It’s difficult
to suggest any thing to such a big institutions but some small suggestions are there for
betterment in future
The banking sector is undergoing major changes due to competition and the advent of
technology. The customers are looking for better and quality services which would enhance
their satisfaction. From the above analysis, it is clear that the SBI hank caters most of the
customer needs and it's has satisfied majority of its customers. SBI bank has many positive
features and satisfies most of the customer needs by the services offered. In spite of this fact,
it has been observed that many customers are not aware of all sorts of facilities provided by
SBI. Thuse the SBI bank should make better awareness campaigns.
65
BIBLIOGRAPHY
66
BIBLIOGRAPHY
1. Nephi‟s 1999. How to Borrow from Banking and Financial Institutions, (10thed.) New
Delhi: A Nephi publications,
2. Santos Kumar Adhikari, The lending Banker, Calcutta: J.N.Ghash and sons.
3. Thane lingam, N.1985 Research methodology, Rainbow publications, Coimbatore.
4. Versgney, P.N.1997. Banking Law and Practices. (34thed) New Delhi: Sultan Chan &
Sons.
5. P.N.VARSHNEY and D.K.MITTAL.2003 Indian Financial system, Chennai
6. D.JOSEPH Anabas, V.K.Boominathan, P.Manoharan and G.Gnanaraj. 2010. Financial
Service.
7. Sinivasan K.L.2000. A Project on Housing Finance, How SBI cans Establish
Leadership. SBI – STC paramour Chennai.
8. Palanisamy. K.2000. A Project on challenges Ahead. SBI – STC Paramour Chennai.
9. Dr.S.Hasanbanu and V.Jeya shree, “A comparative study on factors influencing
Housing loan Borrowers of public and private sector Banks in Uthanapalayam Talus”.
K.K.R.H. Colleges Uthamapalayam. Tamilnadu.
10. M.Vijayakumar and Dr.B.Subburaj, “Housing Finance – An Analysis of post purchase
Behavior of consumers”. Gandhi gram Rural University, Indigo, TamilNadu.
11. www.sbi.org.in
12. www.canara.org.in
13. www.iob.org.in
14. www.icici.org.in
15. www.hdfc.org.in
16. www.Housing loan @ google.co.in
17. www.hdfc instant home loans.com
67
QUESTIONNAIRE
68
1.Name
_________________________________
Required
2. Gender
o Male
o Female
o Transgender
Required
3. Age Category
o 16-20 years
o 21-25 years
o 26-30 years
o 30 above
Required
4. Email ID
5. Education
o High school
69
o Higher secondary
o Bachelor Degree
o Master Degree
o others
10.The type of home loan you have took from SBI bank
a. New
70
b. Resale
c. Take over d. Top up
11. state the Processing Fees of SBI Bank
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
14. Are you aware of the advance products (loan segments) of HDFC bank?
a. Yes
b. No
15. State rate the Fore Closure Charges of SBI Bank
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
71
e. Strongly disagree
18. Are you aware of the home loan product of any of the following banks
a. ICICI
b. HDFC
c. PNB
d. SBBJ
e. Others
19.Are you satisfied with ICICI bank home loans?
a. Yes
b. No
20. Which Banks’s home loan product do you find most reliable
a. ICICI
b. HDFC
c. PNB
d. SBBJ
72
e. Others
21. Have you ever taken home loan
a. yes
b. No
22. While taking home loan, which things attract you the most
a. Interest rates
b. Service Provided
c. Pay back period
d. Scheme
e. Others
23. In near future would you be interested to take home loan
a. Yes
b. No
c. Can’t say
b. 360 months
c. 240 months
d. above
25. Things attracted you for took home loan in SBI Bank
a. Interest Rate
b. Schemes
c. Services providers
d. others
73
74