on
“CUSTOMER SATISFACTION”
at
at
FACULTY OF MANAGEMENT STUDIES,
MOHANLAL SUKHADIA UNIVERSITY
UDAIPUR (RAJ.)
1
STUDENT’S DECLARATION
The result embodied in this project has not been submitted to any other institute for any other
award or reward.
2
ACKNOWLEDGEMENT
I wish to express my sincere gratitude to Mr. Vinod Kumar Jain, MD for providing me an
opportunity to do my internship and project work in SRG HOUSING FINANCE
LIMITED.
I sincerely thank Mr. Ashok Modi CFO for his guidance and encouragement in carrying out
this project work. I also wish to express my gratitude to the officials and other staff members
of SRG group who rendered their help during the period of my project work.
I also thank the director of Faculty of Management Studies, Prof Anil Kothari for providing
me the opportunity to embark on this project.
3
PREFACE
I have tried my best to elucidate all the relevant details to be included in my report. While in
the beginning I have tried to give general view about this topic.
My effort and wholehearted co-operation of each and every one has ended on the successful
note. I express my sincere gratitude to Mr. Ashok Modi, CFO - SRG HOUSING FINANCE
LIMITED, assisting me throughout the preparation of this topic.
I thank him for providing me reinforcement, confidence most importantly track for the topic
whenever I needed it.
4
EXECUTIVE SUMMARY
In the growing global competition, the productivity of any business concern depends upon the
behavioural aspects of consumers. This topic deals with the customer satisfaction towards
housing loan. Many banks are providing loans whether commercial bank or financial
institutions to the people who want to had a home. The housing sector plays an important role
in economic development of the country.
The company mainly caters the loan to rural sectors in the area include Rajasthan, Gujarat,
Madhya Pradesh, Maharashtra. The loan amount lent is between 1 Lakhs to 2 Crores. The
rate of interest varies from 18% to 24% depending upon the credit procedure.
The study shows that most of the customers are happy with the services given by the SRG
housing finance company. But the reason of dissatisfaction mainly lies with the interest rate
and processing charges. Documentation required for granting loan are very less and
customers don’t have to panic more regarding the complexity of the loan procedure.
Customer’s Satisfaction has become challenging issue for every financial institution as every
organisation is trying to provide services superior to the competitors.
I have done my research at SRG Housing Finance Ltd. and the information I received there,
along with the secondary research, helped me in strengthening my knowledge base regarding
the topic.
5
CONTENT
7 INTRODUCTION 7
7.1 INTRODUCTION TO HOME LOAN 8-10
7.2 COMPANY PROFILE 11-19
13 BIBLIOGRAPHY 53
14 APPENDIX 54-57
6
CHAPTER 1
INTRODUCTION
7
INTRODUCTION OF HOME LOANS
HOME LOAN
Home loans are loans you have access to, depending on whether you want to buy or build a
house and can also be used to repair or extend an existing house.
According to lending institutions, any Indian resident who is over 21 years of age at the
beginning of the loan and below 65 at its maturity can avail of the loan. Salaried Employees
as well as Self- Employed citizens can apply. NRI Salaried and RBI Self Employed, under
RBI guidelines, can approach only nationalized banks and other HFC for loans.
Taking a loan seems like a good option when the money at hand is insufficient to buy the
house of your dreams. Consider couples in their twenties and thirties. They enjoy a good
income currently, buy their accumulated capital isn’t enough to purchase a house. Whereas a
home loan can give them access to capital their current earnings.
Also, if you take a 10 years old loan when you are thirty, you could repay it by the time
you’re forty. So you don’t have to be burdened with the interest and are free to plan your
retirement savings.
Loan sanctioned depend on your repayment capacity – which is based on your current
income and your future repayment capacity. You would include your spouse’s name to
enhance the loan amount. The maximum loan can be sanctioned varies with each
bank/institutions and ranges from Rs.10 lakhs to Rs. 1 crore.
A home loan is very different from a personal loan like a car loan for instance. You can
utilize a home loan for financing an asset that will hold its value and even appreciate over the
period of the loan. Though its price could fluctuate in the short terms, Total Estate will show
capital appreciation over the years. The value of your house generally while the loan remains
8
constant. If you had opted to wait, save up and buy a house, it would, in the long run cost you
much more; home loans also come with many tax benefits.
There are several expenses/charges involved apart from repayment of the actual loan amount:
a) Processing fees:- Processing fee is a charge that is levied by most of the housing finance
institution or banks. It is a percentage on the sanctioned loan amount and is normally paid
when the application form is submitted. Instead of a percentage, some homes loan financial
institutions also charge a particular fee according to the loan amount. The fees paid in excess
is adjusted at the time of submission of application with the charges, when a lower amount is
sanctioned, which one makes to the financial institutions. The processing fee is refunded by
most of the financial institutions, in case of rejection of the loan application.
c) Rate of interest:-Rate of interest is applicable throughout the loan amount’s tenure and is
charged on the principal monthly reducing manner. Customers are given an option to choose
the rate of interest from either a fixed or a variable rate by most housing finance
institution/banks.
d) Legal Charges:-Legal charges are levied by some housing finance institution/banks mainly
Public Sector Banks which they incur on their panel of lawyers on getting the property
documents vetted.
e) Technical Charges:-To meet their cost on visit to the customer’s property for ensuring
quality of construction and according to the norms of the respective approval authority,
certain Housing Finance Institutions/Banks levy technical charges.
9
f) Stamp Duty and Registration Charges:-The Stamp Duty and Registration Charge are levied
on to customer by housing finance institution/banks, in case of registered mortgage, which
varies from state to state depending on the state laws where one buys a property.
i) Delayed payment charges:-If the customer delays the payment of installments beyond the
due date, housing finance institution/banks charges for the delayed payment from the
customer.
10
WHAT ALL ONE CAN TAKE THE LOAN FOR?
• Home purchase loan: This is the basic home loan for the purchase of new home.
• Home improvement loans: These loans are given for implementation repair works &
renovation in a home that has already been purchased by the client.
• Home construction loan: This is available for the construction of new home.
• Home extension loan: This is given for expanding or extending an existing home for
e.g.: addition of an extra room etc.
• Home conversion loan: This is for those who have financed the present home with
home loan & wish to purchase& move0 to another home for which some extra funds
are required through home conversion loan ,existing loan is transferred to the new
home including the extra amount required eliminating the prepayment of the previous
loan.
• Land purchasing loan: this loan is available for the purchasing of land for both
construction and investment purpose.
• Bridge loan: these are designed for those people who wish to sell the existing home
& purchase another one. The bridge loan help finance the new home, until a buyer is
found for the home.
11
COMPANY 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
12
SRG HOUSING FINANCE LIMITED
INTRODUCTION
SRG Housing Finance Ltd is leader in housing finance sector. The company is headquartered
in Udaipur, Rajasthan, India. The corporate office of the company is at Andheri east Mumbai,
Maharashtra
Company is first in India to migrate from BSE SME platform to BSE main board.
SRG HFL’s present model is the brainchild of Mr. Vinod K Jain, the company’s MD. His
vision is to provide housing finance to people in rural area which is generally under rated and
left ignored by other financial institutions. The company was incorporated on 10th march
1999.
SRG Housing Finance Limited engaged primarily in the business of providing housing
finance for home ownership, by offering:
PRODUCTS
It is offered to customers who wish to seek this facility for construction of Residential
Property.
13
• SRG Home Revision Loan
It is offered to customers who wish to repair, renovate, and/or extend the existing
accommodation.
It is offered to the customer for outright purchase of plots for the construction of a house.
It is offered to Non Resident Indians for construction and purchase of Residential properties
in India.
It is the loan for purchase and/or construction of non-residential and commercial property.
In these segments we are financing to builders for their housing projects for purchase of land,
conversion and development of land, development of housing colonies, construction of flats,
houses, etc. with repayment linked with sale of flats or on EMI basis.
14
• No hidden cost
AMOUNT OF LOAN
Customer can avail Loans up to 15% of NOF of the Company but not exceeding the 80% of
the total documented cost of the property (subject to NHB Directions). The actual loan
amount is determined taking into account factors like:
• Repayment capacity
• Age
• Educational qualifications
• Number of dependents
• Co-applicant's income
• Assets
• Liabilities
The tenure of your Home Loan ranges from 1 to 15 years. The term however does not extend
beyond the retirement age or 60 years whichever is earlier (65 years for self employed
individuals).
• Loan tenure.
15
SERVICES AND CHARGES
16
applicable tax as applicable per instrument is
payable in case of a dishonoured cheque or
ECS.
11 Cheque/ECS Bounce Charges Cheque return charge of INR 500/- +
(Per Instrument/Transaction) applicable tax as applicable per instrument is
payable in case of a dishonoured cheque or
ECS.
12 Late Payment Interest 3% per month compound for no. of days
delayed in PEMI / EMI payment.
13 Duplicate No Dues Certificate Rs.500/- + applicable taxes
14 Copy of Property Papers Rs.500/- + applicable taxes
15 Duplicate Annual Account Rs.500/- + applicable taxes
Statement, Provisional
Certificate
16 Loan prepayment/closure Rs.500/- + applicable taxes
(fully)statement / SOA /
Repayment Schedule charges
17 Each Personal Visit to Rs.500/- per visit plus applicable taxes
customer’s place for collection
of dues
18 Legal Charges Legal charges as applicable on case to case
basis
19 Recovery Charges At actual+ applicable taxes
20 Custodial fee for Keeping 500 per month (post 60 days from loan
property document in closed closure date) + Goods and Service Tax
account
21 Duplicate Certificate Charges Rs.500/- + applicable taxes
22 Contract Amendment Charges Rs.500/- + applicable taxes
23 Cheque/ECS Swapping
Charges (per set):
PDC to PDC Rs. 1000/- (Inclusive of applicable taxes)
PDC to ECS NIL
ECS to ECS Rs. 1000/- (Inclusive of applicable taxes)
ECS to PDC Rs. 1000/- (Inclusive of applicable taxes)
CHARGES AT THE TIME OF FORECLOSURE
24 CERSAI: At the time of Loan
Closure: – Satisfaction of NIL
Charge (removal of lien)
25 Documents Retrieval and Rs 500/- (applicable taxes if applicable)
Handling Charges (Courier Handling Charges)
(Chargeable at the time of
handing over security
documents on closure of loan)
17
DOCUMENTS REQUIRED
• KYC Documents
• Copy of all bank pass books / bank statements for the past 6 months including front
page
• KYC Documents
• Copy of last 3 years Income Tax Returns of the applicant along with computation of
income duly attested by a Chartered Accountant
• Copy of last 3 Years Balance Sheet and Profit & Loss Account of the firm duly attested
by a Chartered Accountant
• Bank Statement for the last 1 year for the Savings A/c & Current A/c
• Copy of either Shop & Establishment License / GST Registration or any other
mandatory license / registration
18
BENEFITS AT SRG:
19
LOAN APPROVAL PROCESS
STEP 1: APPRAISAL
STEP 4: DISBURSEMENT
Step 1 –Appraisal
The client visits our office with his requirements and personal details. He is then explained
the complete procedure for availing home loan & all the necessary documents are called for.
At this stage, we want to determine that you can afford the loan repayments. Our credit team
will conduct income verification and validate the accuracy of the information you have
provided.
Credit check will then be carried out to reveal your credit history; in this case we as a lender
will obtain a credit report that will show the following details:
Personal details such as: Name, Residential Addresses, Date of Birth and PAN card number
Records of some recent credit accounts (if any).
As your credit history plays an important part in the home loan application process, it is
always advisable to clarify and resolve any credit related issues before lodging your loan
application.
20
Step 2 - Security Evaluation
A) Technical Evaluation
A qualified technical officer will conduct a valuation on the property you intend to purchase
and any property that will be used as security.
We have appointed a Field Investigation (F.I.) agency for checking correctness of all the
personal information provided by the client such as – number of earning/non-earning
members in family, relationship with the neighbours, number of years at the current
residence, nature of construction of house property, living standard of the family, affiliation
with any political party, occupation of all earning members, name of their employer, name of
their organization, time since working with the current employer, details of any existing loan
facility availed with any other bank or individual & repayment track record of the same, his
pass book for saving bank account, his identity proof and property documents.
The FI agency then prepares a detailed report of its observations & if found positive then
Search and Valuation reports are being called for.
B) Legal Evaluation
A qualified lawyer will examine the property documents i.e. chain of agreements/title etc to
determine if the property documents provided by you are conducive for lending and provide
us a search Report for the same.
If there is any contradiction between any of the above 3 reports then an executive from our
office gives a personal visit for verification of the correctness of the same.
21
We recommend all applicants read this document carefully, sign and return it to us, making
sure the information is correct and that everyone understands all the terms and conditions.
Home loan executive will be there to guide you through this step and assist you in compiling
documents should we require any further information.
The maximum loan amount sanctioned in any case shall not exceed 85% of the value of
property as assessed by the Valuation Report prepared by approved valuers. If the loan
amount exceeds his capacity, then a co-borrower is being asked for.
Step 4- Disbursement
After such clearance, the disbursement course for the approved amount is prepared by the
company and it is handed over to you.
After receiving the funds you will start paying your first home loan repayment, usually one
month after the disbursement date.
22
CHAPTER 2
23
WHAT IS CUSTOMER SATISFACTION?
Customer satisfaction refers to how satisfied customer are with the product or services they
receive from a particular agency. The level of satisfaction is determined not only by the
quality and type of customer but also by the customer experience but also by the customer's
expectations. A customer may be defined as someone who
Business always starts and closes with customers and hence the customer must be treated as
the king of the market. All the business enhancement, profit, status, image etc. of the
organization depends upon the customer. Customer Satisfaction is a part of customer
experience that exposes a supplier's behaviour or customer's expectation. Customer
satisfaction is the overall essence of the impression about the supplier by customer.
Business monitor customer satisfaction in order to determine how to increase their customer
base, customer loyalty, revenue, profits, market share and survival. Although greater profit is
the primary need. Exemplary businesses focus on the customer and his/her experience with
the organization. They work to make their customer happy and see customer satisfaction as
the key to survival and profit.
24
The importance of understanding customer requirements is so great that
companies try innovative ways and means to get close to the customer and hear ‘the
voice of the customer’
• Quality
• Fair price
• Efficient delivery
25
CHAPTER 3
SWOT ANALYSIS
26
SWOT ANALYSIS OF HOUSING FINANCE (PRIVATE) SECTORS
STRENGTHS
WEAKNESSES
OPPORTUNITIES
Rising affordability.
Increasing urbanization.
Tie-ups with corporate and business houses.
Opportunities in Financial markets
THREATS
27
CHAPTER 4
RESEARCH METHODOLOGY
28
RESEARCH METHODOLOGY
The study of the consumer behaviour is important because he is the king. The research
process is based upon survey method, so in order we go to service provider and services user
which is the customers.
• Define the problem and research objective: The problem and objective is to assess
the services offered by the various service providers and what the customer wants.
• Developing the research plan: The second stage of the research methodology is to
develop a research plan. The research plan is designed to take the decision on the data
sources, research approaches, research instruments, sampling plan and contact
methods.
• Sampling plan: After finalizing the research approach and instruments a sampling
must be designed.
• Sampling unit: Data have been collected from banks and websites.
29
• Collect the information: After completing all the steps, the data are collected from
different sources.
• Analyze the information: After the data is collected they are analyzed to know the
findings. The data is then tabulated to develop various charts and graphs.
• Present the findings: As the last step, the findings are presented that are relevant to the
major decision making.
To evaluate the level of satisfaction among the customer, so as to improve the working of the
customer services department.
• How well is the customer understood, helped, listened and handled by our customer
services representative?
• The main objective of the study is to find out the level of satisfaction of the
customers.
30
SCOPE OF THE STUDY
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 company
services, rating and ranking the different features and services offered by the company.
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
RESEARCH DESIGN:-
A Research design is an arrangement of condition for collection and research purpose with
economy in procedure. A good research design has the research the characteristics like,
problem definition, specific method of data collection and analysis, a research design is
purely and simply the frame work or planned for a study that guide the collection and
analysis of data.
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.”
31
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 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.
The primary study is conducted in the Rajasthan. Due to time and resources constraints, the
primary study is limited to certain boundaries. But Secondary study has been made with the
help of various literatures. To find out the customer satisfaction with reference to services.
DATA COLLECTION
Both primary and secondary data has been collected for meeting the objective of the research.
32
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 SRG Ltd. Data collection was carried out using personal interview method
guided by questionnaire as follows:
Open-ended questions
Dichotomous questions
Multiple-choice questions
Ranking questions
SECONDARY DATA:-
The secondary data has been collected from secondary sources of information that included
website, books and previous report, brochures, journals, magazines, newspapers.
33
SAMPLING DESIGN
The precision and accuracy of survey results are affected by the manner in which the sample
has been chosen. The first thing for a sample plan is definition of the population to be
investigated. Defining the population is often one of the most difficult things to do in
sampling. Although ideal conditions might indicate threat the census would be preferable,
such ideal conditions rarely exist in the real world. A census is not feasible practically,
therefore sample is used. Two of major advantages of using a sample rather than a census are
speed and timeliness. A survey based on sample takes much less time to compete than based
on census. In this particular research study sample survey is done. Sample design is the most
important heart of sample planning. Sample design includes type of sample to use and the
appropriate sampling unit.
QUANTITATIVE METHIOD
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 18 simple questions. The
respondent is asked to rate his agreeability and disagreeability. The questionnaire is attached
as an annexure to this report. The questions are framed using minimum financial jargon that
customers should be comfortable with.
34
CHAPTER 5
35
CUSTOMER’S FEEDBACK
Sample Size: 80
29%
71%
36
2. Source of knowledge about housing Loan Company to the customers.
SOURCE OF KNOWLEDGE
Advertisement Market agent Dealers Friends Others
11%
24%
17%
19% 29%
Interpretation – 29% of the customers contact to the market agent and 24% through
advertisement like TV, Radio & News Paper.
37
3. The Customers option on interest rate.
45%
55%
Interpretation – Most of the customer like fixed interest rate due to a fix amount for their
instalment.
38
4 Do you like the presentation given by the sales people about the loan
process?
LIKE PRESENTATION
YES NO
16%
84%
Interpretation – 84% of the customer like presentation given by sale person, they can take
more information about loan process, repayment etc.
39
5 The Customers opinion about number of days taken to process the loan.
14%
19%
30%
37%
Interpretation – All customers have different opinion about loan process days.
40
6 The Customers opinion about whether documentation process is difficult.
13% 11%
29%
47%
Interpretation – Most of the customers don’t face any difficulty for documentation.
41
7 The Customers approach to any other Bank before the loan from Financial
Institutions.
20%
80%
42
8 The Customer’s preference for housing loan from housing Loan
Company.
Serial No. Customer’s preference for housing loan No. Of Customer %Age
from housing Loan Company
1 Easy availability 38 47
2 Easy repayment 22 28
3 Dealing with customer 11 14
4 Easy and fast service 9 11
11%
14%
47%
28%
Interpretation –Most of the customer prefer to take loan from Housing company. Due to
their different kind of services. Mostly customer preference is based on easy availability of
loan.
43
9. The Customers opinion about interest on housing loans.
9%
24%
13%
54%
Interpretation – 54% of the customer thing that interest rate is medium they can repay
easily.
44
10 The Customers opinion about repayment of monthly Instalment schedule
is easy.
3%
13%
26%
58%
Interpretation – 58% of the customer strongly agree that schedule of repayment in monthly
instalment is easy.
45
11 The Customers opinion about Demand of any securities availing for
housing loan.
Serial No. Demand of any securities availing for No. Of Customer %Age
housing loan.
1 Agree 17 24
2 Disagree 48 68
3 Not Applicable 15 8
8%
24%
68%
Interpretation – 68% of the customers not agree for deposit any securities against housing
loan.
46
12. The Customers opinion regarding recommending services to others.
13%
87%
47
13 The Customers opinion about Company dealings.
8% 0%
21%
14%
57%
Interpretation – 57% of the customers are satisfied with company dealing with them.
48
14. The Customer opinion about SRG Housing Loan Company.
6% 0%
19%
29%
46%
49
15. The Customer’s opinion about Processing of loan
1%
13% 16%
28%
42%
Interpretation – 42% of the customer satisfied with the company’s process of loan.
50
16 The Customer perception towards penalty procedure of company.
3%
14%
20%
27%
36%
51
17 The Customers opinion about Account management.
1%
9%
19%
29%
42%
52
18. The Customer opinion about Customer service
2%
8% 17%
13%
60%
53
CHAPTER 6
54
FINDINGS
2. The customer gathering information about the housing loans from the company
and also having very good opinion about the customer service provided by the
company.
3. This company 3-4 weeks taken to process the loan. Because of monthly instalment
schedule the customer felt easy to repay the loan amount.
4. Maximum customers are neutral towards the penalty procedure of the company.
5. The Customers’ opinion about Demand of any securities availing for housing
loan, majority of respondents were satisfied with Company dealings, Processing of
loan, Account management and Customer service.
SUGGESTIONS
The following suggestions have been made after the thorough survey and findings:
1. Company may reduce the barriers in the loan process and also to reduce the time taken for
facilitating the loan.
3. Company may update the changes in the interest rate to the customers.
4.The popularity of the housing loan schemes should be improved either by advertising (or)
other promotional activities so that brand name will be laid down in the minds of the
prospective customers.
5.Company may provide option for customers to select whichever additional facilities
they want at the time of availing loan. This will make customer feel that his likes are
considered.
55
6. Company may utilize the employee group to provide maximum service to the
customers. A more intimate customer relationship helps the company to retain existing
customers and capture more and more customers to the company.
CONCLUSION
The need to satisfy customers for success in any commercial enterprises is very obvious. The
income of all commercial enterprises is derived from the payments received for the
products and the services supplied to its external customers. If there are no customers, there
is no income and there is no business. This leads us to another important conclusion
customer satisfaction assumes even greater importance in a competitive business
environment.
56
REFRENCE
http://www.moneycontrol.com/stocks/company_info
www.srghousing.com/
www.iosrjournals.org
http://business.mapsofindia.com
http://www.incometaxindia.gov.in/tutorials/
57
APPENDIX
(I)GENERAL INFORMATION
(a) Name...............................................................................................
(b) Age...........................................................................................Yrs.
(c) Sex- M/F
(d) Occupation-
o Service
o Business
o Farming
o Other
(e) Amount of Housing Loan Rs...........................................................................
(f) Type of Housing Loan-
o Purchase
o Construction
o Renovation
o Conversion Loan
o Yes
o No
o Advertisement
o Market agent
o Dealers
o Friends
o Others
58
3 What is your option on interest rate?
4 Do you like the presentation given by the sales people about the loan process?
o yes
o No
5 What is your opinion about number of days taken to process the loan?
o 1-2 weeks
o 2-3 weeks
o 3-4 weeks
o More than 4 weeks
o Strongly Agree
o Agree
o Disagree
o Strongly Dissatisfied
7 Do you approach to any other bank before the loan from financial institutions?
o Yes
o No
59
8 What is your preference for housing loan from Loan Company?
o Easy availability
o Easy repayment
o Dealing with customer
o Easy and fast service
o High
o Medium
o Low
o Not applicable
o Strongly Agree
o Agree
o Disagree
o Strongly Disagree
11 What is your opinion about Demand of any securities availing for housing loan?
o High
o Medium
o Low
o Yes
o No
60
13 What is your opinion about Company dealings?
o Highly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Highly Dissatisfied
o Highly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Highly Dissatisfied
o Highly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Highly Dissatisfied
o Highly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Highly Dissatisfied
61
17 What is your opinion about Account management?
o Highly satisfied
o Satisfied
o Neutral
o Dissatisfied
o Highly Dissatisfied
o Highly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Highly Dissatisfied
62