Managing Satisfaction for Home Loan in Public Sector Banks of India

Abstract

Purpose: The purpose of this paper is to explore and predict the relationship between factors affecting customers and their overall satisfaction level with home loan service extended by public sector banks in India. Design/methodology/approach: A self-administered questionnaire was designed to use in collecting opinions from the randomly selected sample respondents residing in Odisha during 2016. The collected data are analyzed using appropriate statistical tools through SPSS (Statistical Package for Social Sciences). Findings: The results of the study explored three factors namely employee behaviour, process and scheme of home loan, and also confirmed their significant relationship with the satisfaction of consumer through exploratory factor analysis and multiple linear regression analysis. Originality/value/practical implications: Potential contribution of this study is to conclude that the public sector banks should emphasize more on employee behaviour along with the process and scheme of home loan to ensure and enhance the satisfaction level of their customers. Research limitations: The main limitation relates to the fact that the study mainly covered a sample drawn from the public sector banks operating in Khurda, Cuttack, Berhampur and Puri Districts of Odisha state only. The findings of the study will be restricted to the opinion of (sample size) individuals only which may not be generalised. The study will focus on business segment only.performance of public sector banks in home loan segment only.

Keywords: Customer Satisfaction, Home Loan, Public Sector Banks, Employee Behaviour, Process, Scheme

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