SYSTEMATIC INVESTMENT PLANNING by sanghaviharshil

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									  JAIPURIA
INSTITUTE OF
MANAGEMENT

               LUCKNOW


    FINAL PROJECT REPORT
               ON
Study of “Consumer Perception”
 regarding State Bank of India’s
          Housing Loan

              BY
        SHWETANK SETU
          (CFT08_140)

      STATE BANK OF INDIA
       (RACPC) Ahmedabad


   Summer Internship Project
      (Batch of 2008-10)
          PROJECT TITLE

Study of “Consumer Perception”
 regarding State Bank of India’s
          Housing Loan



   A report submitted in partial
fulfillment of the requirements of
          PGDM program




           COMPANY GUIDE
          Mr.Ch Durga Prasad
             AGM, RACPC
              Ahmedabad
          State Bank of India


            SUBMITTED BY

              Shwetank Setu
               (CFT08_140)
    Jaipuria Institute of Management
Lucknow
                         Acknowledgements
If words are considered to be signs of gratitude then let these words convey the
very same. My sincere gratitude to State Bank of India for providing me with an
opportunity to work with State Bank of India and giving necessary directions on
doing this project to the best of my abilities.


I am highly indebted to Shri Ch. Durga Prasad, Assistant General Manager
(RACPC) and company project guide, who has provided me with the necessary
information and also for the support extended out to me in the completion of this
report and his valuable suggestion and comments on bringing out this report in
the best way possible.


I am grateful to all faculty members of Jaipuria Institute of Management, Lucknow
and my friends who have helped me in the successful completion of this project.


I extend my heartfelt thanks to Mr. V.K Sinha, Assistant General Manager
(SMECCC) SBI Ahmedabad, Mr. Deepak Kumar Sahay, Assistant Manager
(RACPC), and Mr. Shripal J. Shah, Marketing Excutive (HLST), to help me
during this project.
                               Introduction
Background

The State Bank of India is the oldest and largest bank in India, with more than
$250 billion (USD) in assets. It is the second-largest bank in the world in number
of branches; it opened its 10,000th branch in 2008. The bank has 84 international
branches located in 32 countries and approximately 8,500 ATMs. Additionally,
SBI has controlling or complete interest in a number of affiliate banks, resulting in
the availability of banking services at more than 14,600 branches and nearly
10,000 ATMs. SBI traces its heritage to the 1806 formation of the Bank of
Calcutta. The bank was renamed the Bank of Bengal in 1809 and operated as
one of the three premier "presidency" banks (the presidency banks had the
exclusive rights to manage and circulate currency and were provided capital to
establish branch networks). In 1921, the government consolidated the three
presidency banks into the Imperial Bank of India. The Imperial Bank of India
continued until 1955, when India's central bank, the Reserve Bank of India,
acquired the majority interest in the bank and changed its name to the State
Bank of India (SBI).In 1959, the Indian government passed the State Bank of
India Act, resulting in the acquisition (majority shareholding) of eight state-
affiliated banks and the creation of the State Bank of India Group (SBI Group).
The SBI itself is now majority owned by the Indian government, which purchased
the shares held by the Reserve Bank of India.

Evolution of SBI

The origin of the State Bank of India goes back to the first decade of the
nineteenth century with the establishment of the Bank of Calcutta in Calcutta on
2 June 1806. Three years later the bank received its charter and was
re-designed as the Bank of Bengal (2 January 1809). A unique institution, it was
the first joint-stock bank of British India sponsored by the Government of Bengal.
The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843)
followed the Bank of Bengal. These three banks remained at the apex of modern
banking in India till their amalgamation as the Imperial Bank of India on 27
January 1921.

Primarily Anglo-Indian creations, the three presidency banks came into existence
either as a result of the compulsions of imperial finance or by the felt needs of
local European commerce and were not imposed from outside in an arbitrary
manner to modernize India's economy. Their evolution was, however, shaped by
ideas culled from similar developments in Europe and England, and was
influenced by changes occurring in the structure of both the local trading
environment and those in the relations of the Indian economy to the economy of
Europe and the global economic framework.




Establishment

The establishment of the Bank of Bengal marked the advent of limited liability,
joint-stock banking in India. So was the associated innovation in banking, viz. the
decision to allow the Bank of Bengal to issue notes, which would be accepted for
payment of public revenues within a restricted geographical area. This right of
note issue was very valuable not only for the Bank of Bengal but also its two
siblings, the Banks of Bombay and Madras. It meant an accretion to the capital of
the banks, a capital on which the proprietors did not have to pay any interest.
The concept of deposit banking was also an innovation because the practice of
accepting money for safekeeping (and in some cases, even investment on behalf
of the clients) by the indigenous bankers had not spread as a general habit in
most parts of India. But, for a long time, and especially up to the time that the
three presidency banks had a right of note issue, bank notes and government
balances made up the bulk of the ingestible resources of the banks.

The three banks were governed by royal charters, which were revised from time
to time. Each charter provided for a share capital, four-fifth of which were
privately subscribed and the rest owned by the provincial government. The
members of the board of directors, which managed the affairs of each bank, were
mostly proprietary directors representing the large European managing agency
houses in India. The rest were government nominees, invariably civil servants,
one of whom was elected as the president of the board.

Business

The business of the banks was initially confined to discounting of bills of
exchange or other negotiable private securities, keeping cash accounts and
receiving deposits and issuing and circulating cash notes. Loans were restricted
to Rs.One lakh and the period of accommodation confined to three months only.
The security for such loans was public securities, commonly called Company's
Paper, bullion, treasure, plate, jewels, or goods 'not of a perishable nature' and
no interest could be charged beyond a rate of twelve per cent. Loans against
goods like opium, indigo, salt woolens, cotton, cotton piece goods, mule twist and
silk goods were also granted but such finance by way of cash credits gained
momentum only from the third decade of the nineteenth century. All commodities,
including tea, sugar and jute, which began to be financed later, were either
pledged or hypothecated to the bank. Demand promissory notes were signed by
the borrower in favour of the guarantor, which was in turn endorsed to the bank.
Lending against shares of the banks or on the mortgage of houses, land or other
Real properties was, however, forbidden.

Indians were the principal borrowers against deposit of Company's paper, while
the business of discounts on private as well as salary bills was almost the
exclusive monopoly of individuals Europeans and their partnership firms. But the
main function of the three banks, as far as the government was concerned, was
to help the latter raise loans from time to time and also provide a degree of
stability to the prices of government securities.


   RACPC (Retail Assets Central Processing
                   Centre)
State Bank of India has separated its loaning division to the RACPC department
it is called as the Business Process Reengineering process by the bank. The
branches serve as the servicing capsule for the customers it is the place where
the customers can get the details of the loan and various other servicing
operations. The RACPC is the processing and the maintenance department for
the retail loans. Retail loans are defined as the loans which are for the personal
individual use and are availed on the basis of one’s income status in no way
these loans can be used for the business purposes. As I was in the RACPC
(Ahmedabad) which is located in Ambavadi’s administrative office of the State
Bank of India, I observed the various processes in which the whole process is
taken out.

Briefly describing , the first customer interface is the Marketing division of the
loans these people are there to convince as well as attract customers they
provide the first hand information about the loan and the various requirements for
pursuing that loan. Then there is the Sanctioning Department which verifies the
potentiality of the customer to repay the loan, and the various documents are
verified here. There is an advocate and an in house property valuator who
assists these people in getting a clear view about the customer. If everything is
found to be up to the requirements set by the Bank, the loan is sanctioned to the
customer. A Sanction letter is issued, and then the process of getting all things
notarized. After all the documents and legal formalities of the loan is complete a
loan account is being opened and the margin money is transferred to that
account. When all these process gets over the disbursement cheque is issued to
the customer. And if the customer is having his/her salary account in a different
bank post dated cheques are collected from the customers for the collection of
the equated monthly installments (EMI). This is the whole process which is
carried in order to avail a loan.

The various products available at the RACPC are:-
    •   SBI Housing Loan
    •   SBI Car Loan
    •   SBI Education Loan
    •   SBI Personal Loan
    •   Loan against mortgage of property
    •   Loan against Shares & Debentures
    •   SBI Loan for Pensioners

SBI Housing Loan

"THE MOST PREFERRED HOME LOAN PROVIDER" voted in AWAAZ
Consumer Awards along with the MOST PREFERRED BANK AWARD in a
survey conducted by TV 18 in association with AC Nielsen-ORG Marg in 21 cities
across India.

SBI HOME LOANS now offers Interest Rates concessions on GREEN HOMES in
accordance     with    SBI's      commitment    to   Environment      protection.
SBI Home Loans come to you on the solid foundation of trust and transparency
built    in     the     tradition    of    State     Bank      of     India.
Best Practices followed in SBI mentioned below will tell you why it makes sense
to do business with State Bank of India

                      Best practices followed in SBI
People dealing with End to End service by Permanent employees of SBI who are
you                  accountable to you.
                     SBI branch of your choice will service your loan account. You
 Place
                     can always meet our employees face to face.
                      Complete                       transparency.
 Price
                     Interest charged on the daily reducing balance.
Prepayment           No penalty for prepayments made, out of bonafide savings or
charges              windfall gains for which evidence is produced.
Costs hidden in fine
                      No hidden costs
print
                      Complete transparency. All the features of our product,
 Transparency
                     including interest rates, are in the public domain.




Unique features
  •   Provision for on the spot "In principle" approval.
  •   Loan sanctioned within 6 days of submission of required documents.
  •   Option to avail Home Loan as a Term Loan or as an Overdraft facility to
      save on interest and maximise gains (see SBI MaxGain in the following
      sections)
  •   Option to club income of your spouse and children to compute eligible
      loan amount
  •   Provision to finance cost of furnishing and consumer durables as part of
      project cost
  •   Repayment permitted upto 70 years of age
  •   Free personal accident insurance cover upto Rs.40 Lac.
  •   Optional Group Insurance from SBI Life at concessional premium (Upfront
      premium financed as part of project cost)
  •   Interest calculated on daily reducing balance basis, and starts from the
      date of disbursement.
  •   ‘Plus’ schemes which offer attractive packages with concessional interest
      rates to Govt. Employees, Teachers, Employees in Public Sector Oil
      Companies.
  •   Special scheme to grant loans to finance Earnest Money Deposits to be
      paid to Urban Development Authority/ Housing Board, etc. in respect of
      allotment of sites/ house/ flat
  •   Option to avail loan at the place of employment or at the place of
      construction
  •   Complimentary international ATM-Debit card
  •   Complimentary SBI Classic/ International Credit Card
  •   Option for internet-banking
  •   Concessional package under ‘Credit Khazana’ for prospective Auto
      Loan, Student Loan, Personal Loan borrowers whose accounts are
      conducted satisfactorily
  •   50% concession in charges in respect of all personal remittances/
      collection of outstation cheques
  •   Personal loan at attractive rates under SBI Home Plus scheme tailored
      exclusively         for       SBI        Home      Loan        customers


Purpose

  •   Purchase/ Construction of House/ Flat
  •   Purchase of a plot of land for construction of House
  •   Extension/ repair/ renovation/ alteration of an existing House/ Flat
  •   Purchase of Furnishings and Consumer Durables as a part of the project
      cost
     •   Takeover of an existing loan from other Banks/ Housing Finance
         Companies.



Eligibility

     •   Minimum age 18 years as on the date of sanction
     •   Maximum age limit for a Home Loan borrower is fixed at 70 years, i.e. the
         age by which the loan should be fully repaid.
     •   Availability of sufficient, regular and continuous source of income for
         servicing the loan repayment.


Loan Amount

40 to 60 times of NMI, depending on repayment capacity as % of NMI as under;

Net Annual Income              EMI/NMI Ratio
Upto Rs.2 lacs                 40%
Above Rs.2 lac to Rs. 5 lacs   50%
Above Rs. 5 lacs               55%

To       enhance      loan     eligibility   you   have     option     to    add:

1. Income of your spouse/ your son/ daughter living with you, provided they have
a steady income and his/ her salary account is maintained with SBI.

2. Expected rent accruals (less taxes, cess, etc.) if the house/ flat being
purchased is proposed to be rented out.

3. Depreciation, subject to some conditions.

4. Regular income from all sources.

Note:
NMI – Net Monthly Income
EMI – Equated Monthly Installment
Margin

Purchase/ Construction of a new House/ Flat/ Plot of land:

20% for loans up to Rs.30 Lacs, 20% for loans above Rs.30 lacs and upto Rs.75
lacs. 25% for loans above Rs.75 lacs. (w.e.f. 01.01.2009).


Processing Fee

0.50% of Loan amount with a cap of Rs.10,000/-(including Service Tax)


Pre-closure Penalty

No penalty if the loan is preclosed from own savings/windfall gains for which
documentary       evidence       is      produced      by     the     customer.
In case, such proof is not produced by the borrower, penalty @2% on the amount
prepaid in excess of normal EMI dues shall be levied if the loan is pre-closed
within 3 years from the date of commencement of repayment.


Security

Equitable mortgage of the property.

Other tangible security of adequate value like NSCs, Life Insurance policies etc.,
if the property cannot be mortgaged.


Maximum Repayment Period

   •   For applicants up to 45 years of age: 25 years
   •   For applicants over 45 years of age: 15 years


Moratorium

Up to 18 months from the date of disbursement of first installment or 2 months
after final disbursement in respect of loans for construction of new house/ flat
(moratorium period will be included in the maximum repayment period)
Disbursement

   •   In lump sum direct in favour of the builder/ seller in respect of outright
       purchase
   •   In stages depending upon the actual progress of work in respect of
       construction of house/ flat etc.


Documents

   •   Completed application form
   •   Passport size photograph
   •   Proof of Identity – PAN Card/ Voters ID/ Passport/ Driving License
   •   Proof of Residence – Recent Telephone Bill/ Electricity Bill/ Property tax
       receipt/ Passport/ Voters ID
   •   Proof of business address in respect of businessmen/ industrialists
   •   Sale Deed, Agreement of Sale, Letter of Allotment, Non encumbrance
       certificate, Land/ Building Tax paid receipt etc. (as applicable and subject
       to satisfaction report from our empanelled lawyer)
   •   Copy of approved plan and approval from the Local Body
   •   Statement of Bank Account/ Pass Book for last 6 months

‘SBI-Flexi’ Home Loans

A customized product designed to enable borrowers to hedge their Home Loan
against unfavorable movement in interest rates. The product gives you a one
time irrevocable option to choose one of the three customized combinations of
fixed and floating interest rates and also to choose the order in which the fixed
and            floating           rate          will        be           availed.
Minimum Loan Amount: Rs.5 lacs (Other terms and conditions – as applicable to
regular Home Loans).

‘SBI-Maxgain’ Home Loans

An innovative and customer-friendly product to enable you to earn optimal yield
on your savings and minimize interest burden on Home Loans, with no extra
cost.

The loan is granted as an Overdraft facility with the added flexibility for you to
operate your Home Loan Account like your SB or Current Account.
The product serves to minimize your interest cost by enabling you to park your
surplus funds in ‘SBI-Maxgain’ (with the benefit to withdraw the surplus funds
whenever you require), specially in the wake of low yields from other deposit/
investment     avenues.       Minimum       Loan       Amount:     Rs.5       lacs
(Other terms and conditions – as applicable to regular Home Loans).
‘SBI-Realty’ Home Loans

A unique product if you are on the look out for a loan to purchase a plot of land
for house construction. The loan is available for a maximum amount of Rs.1
crore* and with a comfortable repayment period of upto 25 years.

You are also eligible to avail another Housing Loan for construction of house on
the plot financed above with the benefit of running both the loans concurrently.
(House construction should commence within 2 years from the date of availment
of ‘SBI-Realty’ Housing Loan)
(Other terms and conditions – as applicable to regular Home Loans)
(* relaxation considered on case to case basis)


‘SBI-Freedom’ Home Loans

A revolutionary product designed for customers who are on the look out for a
source of finance for a property they want to invest in without mortgaging the
same. All you have to do is pledge any financial security that you have and you
will get a Home Loan for your dream home.

A must-take for those who do not want to pay stamp duty for mortgage of their
property or go through the hassles of creation of mortgage.

You also have an option to take the loan by way of mortgage of the property and
pledge financial securities in lieu of margin money.

Repayment is highly customized, giving you the option to repay through regular
EMIs or through maturity proceeds of the securities pledged. (Other terms and
conditions – as applicable to regular Home Loans).

‘SBI-Optima’ Additional Home Loans
‘SBI-Homeline’ Special Personal Loans

Innovative and value added products extended to existing Home loan borrowers
with a satisfactory repayment record of 3 years and whose loan is Standard
Asset, with a view to reinforce the customer loyalty and to maintain long term
relationship with the borrowers. In case of take-over of Home Loans from other
Banks/HFCs, the borrower should have fulfilled the above conditions with the
present Bank/HFC.
Purpose
‘SBI-Optima’ Additional Home          to meet expenditure towards major repair,
Loans                                 renovation, addition to their house/flat,
                                      purchase of furniture, fixtures and consumer
                                      durables
‘SBI-Homeline’ Special Personal       General purpose loan to meet expenditure
Loans                                 to meet forseen/unforeseen contingencies

Eligibility

‘SBI-Optima’ Additional Home          18 times NMI (for salaried borrowers)/
Loans                                 1 ½ times NAI ( for others) or

                                      (i)25% of the original project cost of
                                      house/flat (ii) 85% of the cost of repairs etc.
                                      or (iii) gap between 85% of the current
                                      market price of flat/house and actual
                                      outstanding loan dues ,

                                      whichever is lower (EMI/NMI ratio of all
                                      loans should not exceed 60%)
‘SBI-Homeline’ Special Personal       18 times NMI (for salaried borrowers)/
Loans                                 1 ½ times NAI (for others)



Interest Rates/processing fee

‘SBI-Optima’ Additional Home          As applicable to Home Loans
Loans
‘SBI-Homeline’ Special Personal       Interest rates 50 bps above rates applicable
Loans                                 to the repayment tenure (floating rates only)

                                      Processing fee : 0.50% of the loan amount
                                      (including service tax)

Other Salient Features

Inbuilt provision for availment of the loans on the expiry of each bloc of 5 years,
the first bloc commencing on the expiry of 5 years from the date of sanction of
original Home Loan.
Original Home Loan and all ‘SBI-Optima’ Home Loans/’SBI-HomeLine’ Personal
Loans can run concurrently
Comfortable repayment obligations – Tenure of the loans equal to the residual
maturity of the original Home Loans -

Credit Khazana

The "SBI Credit Khazana" Scheme offers Housing Loan customers, concessions
in interest rates and margins when they subsequently avail of any of the following
loans:

Car Loan, Scoom, Education Loan, Personal Loan, Tractor Loan.

Eligibility

Housing Loan customers who have serviced the loan regularly for at least one
year and where Equitable Mortgage has been created.

Concession in Interest

There will be a concession of 0.25% in interest when any of the above mentioned
loans are availed.

Concession in Margin

There will be a concession of 10% in case of Car Loan and 5% in case of Tractor
Loan. Under the SCOOM Scheme, the margin has been maintained at 5%.

Security

The security required to be taken under the individual schemes would be taken
and additionally, the Equitable Mortgage taken for the Housing Loan would be
extended to cover the new loan(s).

Insurance

Free accident insurance cover (to cover death only) is available in case of Car
Loan.

Other terms & Conditions:

Other terms & conditions like Amount of Loan, Repayment, Documentation will
be the same as those laid down for the individual schemes.
                             Project Report
Problem Statement

To study the consumer perception regarding the State Bank of India’s Housing
Loan product.

Need and Scope of the Study

Customer satisfaction is one such element of the service industry which cannot
be taken lightly by any organization. While initial days with the State Bank of
India I found many customers who were approaching the marketing department
people for the takeover of their existing loan. This fact led me to study the
consumer perception regarding this SBI’s Housing Loan product, actually
presently the rate of interest offered by SBI is comparatively lower than other
private banks, so it can analyzed that is it only the rate of interest or other factors
also involved in this transition. Further more this study will help the senior officers
of the State Bank of India to look into the lacking and could implement the same.

Objective & Methodology

The objectives of the study are:-
   • To study the penetration of the SBI product in and around Ahmedabad
      (Both Customers & Non-customers)
   • To study the awareness level of the customer regarding SBI housing loan
   • To study the level of satisfaction regarding SBI product

Limitations of the Study

The study report consists of few limitations:
   • The report has been conducted within a limited time frame.
   • The study is self financed.
   • Only selected Branches and Banks have been considered for the study.
   • Samples were selected conveniently.
   • For the convenient of study non probability samples have been used.
   • Amateur use of MS-Excel software for Data Analysis.
   • The sample size does not represent the total population.
Literature Review

Superior service quality is widely acknowledged as a driver of perceived value,
which, in turn, will enhance customer loyalty (Parasuraman and Grewal, 2000)
and improve the provider’s image, sales and profitability (Buzzell and Gale, 1987;
Gummesson, 1993). Therefore, the notion of service quality has been examined
in for the Housing Loan Product of the State Bank of India.

Customer Satisfaction

Customer satisfaction, a business term, is a measure of how products and
services supplied by a company meet or surpass customer expectation. It is seen
as a key performance indicator within business and is part of the four
perspectives of a Balanced Scorecard. In a competitive marketplace where
businesses compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategy.

Measuring Customer Satisfaction

Organizations are increasingly interested in retaining existing customers while
targeting non-customers; measuring customer satisfaction provides an indication
of how successful the organization is at providing products and/or services to the
marketplace. Customer satisfaction is an ambiguous and abstract concept and
the actual manifestation of the state of satisfaction will vary from person to
person and product/service to product/service. The state of satisfaction depends
on a number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may have
and other products against which the customer can compare the organization's
products.

Because satisfaction is basically a psychological state, care should be taken in
the effort of quantitative measurement, although a large quantity of research in
this area has recently been developed. Work done by Berry, Brodeur between
1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior,
further expanded by Berry in 2002 and known as the ten domains of satisfaction.
These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency,
Ease of Access, Environment, Inter-departmental Teamwork, Front line Service
Behaviors, Commitment to the Customer and Innovation. These factors are
emphasized for continuous improvement and organizational change
measurement and are most often utilized to develop the architecture for
satisfaction measurement as an integrated model. Work done by Parasuraman,
Zeithaml and Berry between 1985 and 1988 provides the basis for the
measurement of customer satisfaction with a service by using the gap between
the customer's expectation of performance and their perceived experience of
performance. This provides the measurer with a satisfaction "gap" which is
objective and quantitative in nature. Work done by Cronin and Taylor propose the
"confirmation/disconfirmation" theory of combining the "gap" described by
Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation of performance) into a single measurement of performance
according to expectation. According to Garbrand, customer satisfaction equals
perception of performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of
statements using a Likert Technique or scale. The customer is asked to evaluate
each statement and in term of their perception and expectation of the
performance of the organization being measured.

More than a decade ago, Parasuraman, Zeithaml and Berry (1988, 1991)
conducted extensive studies in different industries and developed the
SERVQUAL instrument: a 22-item scale with a set of service quality dimensions
to quantify a customer’s assessment of a company’s service quality. Five key
dimensions of service quality — reliability, responsiveness, assurance, empathy
and tangibles — have been identified and form the foundation on which a lot of
other studies on service quality have been built. SERVQUAL is widely
recognized and used, and it is regarded as applicable to a number of industries,
including the banking industry (Yavas, Bilgin, Shemuell, 1997). However,
SERVQUAL has been subject to certain criticisms, including vagueness in the
definition of expectations, its dubious applicability in some industries (Teas,
1993), the need for expectation measurement (Cronin and Tayer, 1992, 1994),
and SERVQUAL’s dimensionality (Carman, 1990). Moreover, the traditional
service quality dimensions cannot directly apply to Internet banking, because it
represents a different and unique service delivery process.

SERVQUAL

The SERVQUAL instrument has been the predominant method used to measure
consumers’ perceptions of service quality. It has five generic dimensions or
factors that are stated as follows (van Iwaarden et al., 2003):

(1) Tangibles: Physical facilities, equipment and appearance of personnel;

(2) Reliability: Ability to perform the promised service dependably and accurately;

(3) Responsiveness: Willingness to help customers and provide prompt service;

(4) Assurance (including competence, courtesy, credibility and security):
Knowledge and courtesy of employees and their ability to inspire trust and
confidence;
(5) Empathy (including access, communication, understanding the customer):
Caring and Individualized attention that the firm provides to its customers;

Service quality has been shown to be a significant predictor of behavioral
intentions, e.g. likelihood of recommending, repeat purchase, switching, and
complaining (Bitner, 1990). Woodside, Frey and Daly (1989) found that there is a
significant correlation between service quality and repurchase behavior in the
health care industry. Findings from Dabholkar (1996) indicate that customers’
feelings correlate positively with the intention to use. In light of these findings, the
present study investigates the relationship between service quality, customer
satisfaction and future consumption behavior.

SERVQUAL Findings

Tangibles

* Excellent banks (refer to cable TV companies, hospitals, or the appropriate
service business throughout the questionnaire) will have modern-looking
equipments.

* The physical facilities at excellent banks will be visually appealing.

* Employees at excellent banks will be neat in appearance.

* Materials (e.g., brochures or statements) associated with the service will be
visually appealing in an excellent bank.

Reliability

* When excellent banks promise to do something by a certain time, they will do
so.

* When customers have a problem, excellent banks show a sincere interest in
solving it.

* Excellent banks will perform the service right the first time.

* Excellent banks will provide their services at the time they promise to do so.

* Excellent banks insist on error free records.

Responsiveness

* Employees of excellent banks will tell customers exactly when service will be
performed.
* Employees of excellent banks will give prompt service to customers.
* Employees of excellent banks are always willing to help customers.

* Employees of excellent banks are never too busy to respond to customer
requests.

Assurance

* The behavior of employees of excellent banks will instill confidence in
customers.

* Customers of excellent banks will feel safe in their transactions.

* Employees of excellent banks are consistently courteous with customers.

* Employees of excellent banks are having the knowledge to answer customer
questions.

Empathy

* Excellent banks will give customers individual attention.

* Excellent banks will have operating hours convenient to all their customers.

* Excellent banks will have employees who give customers personal attention.

* Employees of excellent banks will understand the specific needs of their
customers.

Research Design

Exploratory Design
The survey research method will be the basic research design. The respondents
will be classified into three types namely the SBI customer, Non SBI customer
and the Managers. We will be conducting an experience survey in which we are
going to have Expert Interview that will be conducted with the experts who are
qualified and have good knowledge in the field and the interview will last around
30- 40 minutes. We will also be conducting a Non- disguised, qualitative
analysis called In-depth Interview of the consumers that is expected to last
between 15-20 minutes. By this we came to know about their perception
regarding the procurement of the Housing Loan and after sales services.

Target Population
The target population was the people who avail Housing Loan from different
banks. The research was conducted under a sampling frame of people living in
and around Ahmedabad who were already availing the housing loan from
different banks and specially State Bank of India.

Sampling Design

The sampling design adopted was convenience and quota of non probabilistic in
which we got filled questionnaire from 56 respondents 50 were from State Bank
of India’s customer and the rest 6 from the customer’s of other banks. So my
sample size would be 56. Eligible respondents will be adults over the age of 18.
The quota that we had taken was on the basis of the Net Monthly Income of the
household and the Amount Sanctioned for the Loan dividing it equally on both
the ranges.

Questionnaire Formulation

The scaling technique used in the questionnaire was the Non-Comparative
Scaling technique. Under Itemized Rating we used the Likert Scale where we
asked the questions for which the respondents would had to answer on the scale
of 1to 5, 1 being strongly disagree and 5 being strongly agree, and also for the
satisfaction level of the customers 1 being totally dissatisfied and 5 being totally
satisfied.

Reliability

For the complete study, 62 responses were generated using the pilot tested
questionnaire, but only 56 completely filled questionnaires were retrieved. The
reliability of the completely filled questionnaires was tested using the correlation
technique used by the OATBRAN and it came out to be 0.39.


Data Collection

For the complete survey respondents were chosen in such a way that the
responses can be analyzed on each other. I chose respondents mainly from
State Bank of India keeping in mind about the Quota of the Net Monthly Income
of the house hold and the Loan amount to be sanctioned. I conducted a personal
interview for the customers who visited the bank and the maximum number of my
responses was taken on an interview over telephone. For the responses of the
other bank’s customer I visited other banks and interviewed through laddering
questions about not being a customer of the State Bank of India.
Classification and Tabulation of the Data

The raw data obtained from questionnaire must undergo preliminary preparation
before it can be analyzed using statistical techniques. The quality of results
obtained from statistical techniques and there subsequent integration depends to
a greater degree on how well the data were prepared and converted into a form
suitable for analysis.
The data after collection has to be processed and analyzed in accordance with
the outline laid down for the purpose at the time of developing the research plan.
The processing operation includes:

   •   Editing: Editing of data is a process of examining the collected raw data
       to detect errors and commissions and to correct them whenever possible.

   •   Coding: The process of assigning numerals or other symbols to answers
       so that responses can be put into a limited number of categories in order
       to make the analysis strong and effective.

   •   Classification: The process of arranging data in groups or classes on the
       basis of common characteristics.

   •   Tabulation: Comprises sorting of data into different categories and
       counting the number of cases belonging to each category.

Findings

Dimension-wise Analysis

Tangibility: The data in Table-1 brings to light the perception of the State Bank of
India with its respective customers on tangibles. The data reveals that the
modern scenario of SBI is changing. These days the bank is concentrating on the
ambience and other facilities which all make customers feel more friendly and
find it a comfortable place. All the customers interviewed has on an average
awarded 91.2% weight age to tangibles.

Reliability: The analysis of reliability dimension of service quality shows an
impressive figure. SBI (4.52) figure shows that the name of the bank is
considered reliable to the customers. The customers rate State Bank of India
90.4% when it comes to reliability and it was obvious also as State Bank of India
is one of the best bank and more over a government enterprise.

Responsiveness: The data in Table-3 brings to light that responsiveness pattern
of the customers of SBI is not as good as that of other bank’s customers. The
perpetual difference on said dimensions between SBI and other banks is wide
(0.60). The element wise analysis of this dimension shows that SBI is falling
below the perceptions of their customers on employees providing prompt
services.

Assurance: The perceptual difference between SBI and other banks customer is
very low. The respondents of SBI have given appreciable rating the assurance
dimension to the bank. The element wise analysis shows that SBI is exceeding
the perceptions of their customers as far as trust worthiness and feeling safe in
transacting with the bank is concerned.

Empathy: The data analysis of Table-5 discloses the fact that banks such as SBI
stand away from their customers regarding delivery of quality services. There
exists a wide gap between the perceptions of banks such as SBI and their
customers as is evident from the high mean difference (1.05).


                                         Table 1
 S No.                          SERVQUAL Dimension                           Mean
         1 Proper lighting, ambience and seating arrangements available         4.6
           Proper arrangements for heat, ventilation and air conditioning
         2 made                                                                 4.6
           The bank along with loan provides additional facilities of
         3 having a saving account, ATM, credit card facility                   4.5
           Tangibility (1+2+3)                                                 13.7
             Maximum                                                             15

                                         Table 2
 S No.                          SERVQUAL Dimension                           Mean
         1   The name of the bank is reliable                                   4.6
         2   The loan is worth to avail                                         4.4
         3   The product (Housing Loan) is tested by users                      4.4
             The bank is updating the web sites about the housing loan for
         4   the knowledge of the customers                                     3.9
         5   Proper ethic advertisements                                          4
         6   Briefed about all the various types of housing loan schemes        4.2
             How satisfied are you with how your telephone enquiries were
         7   dealt with                                                         4.1
         8   The rate of interest which is charged is suitable                  3.7
         9   How easy was it to find information on the Scheme                  3.7
             How satisfied are you with the availability of the Complaint
     10      Register                                                           3.7
             Reliability (1+2+3+4+5+6+7+8+9+10)                                40.7
             Maximum                                                             45
                                          Table 3
S No.                           SERVQUAL Dimension                            Mean
        1   The feed back of the customer is taken care of                       4.1
        2   The bank has taken a proper survey about the product                 4.2
        3   Followed the policy of “Customer is King”                            4.2
        4   The time taken for getting the loan is proper                        3.8
            How satisfied are you with the ease of contacting the person
        5   you needed                                                           4.1
            How satisfied are you with the time taken to respond to
        6   telephone enquiries                                                  4.1
            How satisfied are you with the time taken to respond to written
        7   /postal enquiries                                                    3.7
            Responsiveness (1+2+3+4+5+6+7)                                      28.2
            Maximum                                                               35



                                          Table 4
S No.                           SERVQUAL Dimension                            Mean
        1   The financial institutions (Bank) is legal                           4.4
        2   Proper assistance in filling the form and other formalities          4.6
            The marketing executive is properly trained for the purpose to
        3   help the customers                                                   4.3
        4   Properly welcomed by the employee                                    4.5
            The customer is treated in the same way after getting the loan
        5   sanctioned and disbursed                                             3.6
        6   Assistants have proper product knowledge                             4.2
        7   You will recommend other people about this loan scheme               4.4
        8   Proper assistance is provided also after the loan is availed         3.7
            How satisfied are you with the clarity of information or advice
        9   provided                                                              4
            How easy was it to understand and complete the application
   10       form                                                                 4.4
            How satisfied are you with the relevant knowledge of the staff
   11       you dealt directly with                                              3.9
   12       How satisfied are you with the way problems were resolved            3.9
            How satisfied are you with the speed in which the
   13       service/product was delivered                                        3.9
            Assurance (1+2+3+4+5+6+7+8+9+10+11+12+13)                           53.8
            Maximum                                                               65
                                                 Table 5
S No.                               SERVQUAL Dimension                                Mean
        1       You will be a loyal customer of this bank life time                      4.5
                You feel that you are cheated and would like to shift to other
        2       bank                                                                        4.5
        3       How satisfied are you with the courtesy of the staff                        4.3
        4       How satisfied are you with the help fullness of the staff                   4.2
                How satisfied are you that the staff showed interest in you as
        5       an individual / treated you as a valued customer                              4
        6       How satisfied are you with the way problems were resolved                   4.2
                How satisfied are you with the general behavior of the staff
        7       members                                                                     4.2
                Empathy (1+2+3+4+5+6+7)                                                    29.9
                Maximum                                                                      35



                                        State Bank of India

             Factors                                       Mean                STD. Deviation
Tangibles                                                  4.56                     0.03
Reliability                                                4.52                     0.32
Responsiveness                                             4.03                     0.17
Assurance                                                  4.13                     0.31
Empathy                                                    4.27                     1.05
Aggregate                                                  4.30                     0.38




        4.6
        4.5
        4.4
        4.3
        4.2
        4.1
            4
        3.9
        3.8
        3.7
                   Tangibles     Reliability     Responsiveness   Assurance      Empathy

                                                       Mean



                                               Other Banks

                                  Factors                               Mean
             Tangibles                                       4.42
             Reliability                                     4.08
             Responsiveness                                  4.63
             Assurance                                       4.02
             Empathy                                         4.86
             Aggregate                                       4.40

Aggregate Customer Satisfaction Level score of SBI (RACPC) Ahmedabad is
4.30 which indicate a good performance where good is considered in between
4.00 to 4.50.

Moreover, SBI has established a strong position in terms of Tangibles &
Reliability, indicating that customers of SBI are very much reliable on the
services it provides. Overall the customers have expressed positive perception in
terms of assurance, responsiveness, and empathy also.

Conclusion & Recommendations

The banking sector in India is undergoing major changes due to competition and
the advent of technology. The customer is looking for better quality services
which enhance his/her satisfaction.

From the above analyses, it is evident that SBI has many positive features and
the customers are mostly satisfied with the services offered. In spite of this fact, it
has been observed that many customers are not aware of all sort facilities
provided by SBI.

Though this study can’t provide conclusive evidence to determine particular
courses of action and further research will be required to provide conclusive
evidence. But the management of SBI (Ahmedabad) should consider the findings
and take all necessary steps for further research and if they think that the
customers of SBI are homogeneous in their choice and preferences, they may
consider the following recommendations to gain more customer base and
achieve more customer satisfaction along with maintaining existing customers’
delights


   •   The Management of SBI should conduct more product & services
       awareness campaign.

   •   They should increase the level of providing personal attention to individual
       customers.


   •   In delivery of quality service in banks, what matter are speed, accuracy,
       promptness, reliability, individualized attention, etc. Better results can be
       achieved through proper use of relevant banking technology. These are
       the areas where our banks are still lagging behind. Still as observed SBI is
       using a lot of paper files instead of computer files.

   •   The SBI Management should critically evaluate the deviation in means in
       order to create balance in all dimensions of customer satisfaction
       measurement tools.


The customer satisfaction in terms of service quality is a relational marketing
paradigm. The relationships are mostly viewed from the perspective of the firm
providing services. For service firm in this case the banks, building strong
relationship is important for improving customer satisfaction through service
quality.

Banks should continually assess and reassess how customers perceive bank
services so as to know whether the bank meets or exceeds or is below the
expectations of their customers. Such an appraisal, however, is a tedious task
because customer service is complex in nature and dynamic in action. Moreover,
it can vary greatly from one branch to another. Also, what is 'good service' today
may become 'indifferent service' tomorrow and 'bad service' the next day.
Frequent customer surveys, therefore, throw light on ratification and refinement
which will go a long way to improve the service quality in banks.




                Only for State Bank of India Responses

                                 Income Group
                                                           Valid      Cumulative
                                 Frequency    Percent     Percent       Percent
    Valid     <20000                     13       26.0         26.0          26.0
        20000 – 30000            14       28.0        28.0          54.0
        30000 – 40000            11       22.0        22.0          76.0
        40000 – 50000             7       14.0        14.0          90.0
        Above 50000               5       10.0        10.0        100.0
        Total                    50      100.0       100.0

                           Age Group
                                                  Valid      Cumulative
                        Frequency     Percent    Percent      Percent
Valid   Below 20                 0           0           0            0
        20 – 30                 14        28.0        28.0         28.0
        30 – 40                 15        30.0        30.0         58.0
        40 – 50                 18        36.0        36.0         94.0
        Above 50                 3         6.0         6.0        100.0
        Total                  50        100.0       100.0

                           Occupation
                                                  Valid      Cumulative
                         Frequency    Percent    Percent      Percent
Valid   Govt.                    16       32.0        32.0         32.0
        Ltd. Co                   6       12.0        12.0         44.0
        Private                  15       30.0        30.0         74.0
        Own Business             13       26.0        26.0        100.0
        Total
                                 50      100.0       100.0




                        Loan Sanctioned

                                                  Valid      Cumulative
                         Frequency    Percent    Percent      Percent
Valid   <10 Lacks                32       64.0        64.0         64.0
        10 – 20 Lacks            12       24.0        24.0         88.0
        20 – 50 Lacks             6       12.0        12.0        100.0
        > 50 Lacks                0          0           0        100.0
        Total
                                 50      100.0       100.0


                    Educational Qualification
                                                             Valid         Cumulative
                                  Frequency     Percent     Percent         Percent
    Valid        High School               3         6.0          6.0             6.0
                 Intermediate              7        14.0         14.0            20.0
                 Graduation               30        60.0         60.0            80.0
                 PG & Above               10        20.0         20.0           100.0
                 Total
                                          50        100.0         100.0


                                For State Bank of India
 Sr No.             Choice Criteria        Yes       %age        No      %age       Total
1.          Trusted Bank                  44        88.0     6           12.0     50 / 100%
2.          Low Rate of Interest          38        76.0     12          24.0     50 / 100%
3.          Word of Mouth                 33        66.0     17          34.0     50 / 100%
4.          Time Taken to avail loan      16        32.0     34          68.0     50 / 100%
5.          Employee Attitude             28        56.0     22          44.0     50 / 100%
6.          Transparent Transaction       40        80.0     10          20.0     50 / 100%




                                   For Other Banks
 Sr No.             Choice Criteria           Yes    %age        No      %age        Total
1.          Trusted Bank                  2         33.33    4           66.67    6 / 100%
2.          Low Rate of Interest          1         16.67    5           83.33    6 / 100%
3.          Word of Mouth                 5         83.33    1           16.67    6 / 100%
4.          Time Taken to avail loan      6         100.0    0           0        6 / 100%
5.          Employee Attitude             5         83.33    1           16.67    6 / 100%
6.          Transparent Transaction       1         16.67    5           83.33    6 / 100%

Customer’s Feedback
                                     Table 1
 S No.                     SERVQUAL Dimension                               Mean
      1 Proper lighting, ambience and seating arrangements available          4.6
        Proper arrangements for heat, ventilation and air conditioning
      2 made                                                                      4.6
        The bank along with loan provides additional facilities of
      3 having a saving account, ATM, credit card facility                        4.5
        Tangibility (1+2+3)                                                      13.7
        Maximum                                                                   15
Customer’s Feedback:

The common customer’s feedback was that the ambience and other facilities of
SBI have changed a lot, with the due passage of time. No problem with these
facilities and one have to keep all these update to be in competition too.
                                       Table 2
 S No.                      SERVQUAL Dimension                           Mean
      1 The name of the bank is reliable                                   4.6
      2 The loan is worth to avail                                         4.4
      3 The product (Housing Loan) is tested by users                      4.4
        The bank is updating the web sites about the housing loan for
      4 the knowledge of the customers                                      3.9
      5 Proper ethic advertisements                                           4
      6 Briefed about all the various types of housing loan schemes         4.2
        How satisfied are you with how your telephone enquiries were
      7 dealt with                                                          4.1
      8 The rate of interest which is charged is suitable                   3.7
      9 How easy was it to find information on the Scheme                   3.7
        How satisfied are you with the availability of the Complaint
    10 Register                                                             3.7
        Reliability (1+2+3+4+5+6+7+8+9+10)                                 40.7
        Maximum                                                             45

Customer’s Feedback:

About the reliability quotient almost all the customer’s gave a feedback that as
SBI is a government body, and has been functioning for such a long time there is
no question on its being reliable.

Updating of websites (3.9) many of the customers were not accessing internet for
the procedure of loans and all so many gave a Neutral feedback.

When it is about the interest rate (3.7) no body wishes to pay that interest also
and many were having a problem that when RBI reduces rates there is no
automatic change in their existing interest rates. And when enquired also many
officials were not able to clarify all the doubts.

Finding information on scheme is easy but when some body personally assists
and explains everything it becomes very easy to understand.

About complaint register (3.7) many responses were that it is not visible as it
should be in and around customer area only. Some told that there was an open
feedback box so if one writes any thing bad the officials will tear it and no actions
will be taken.
                                       Table 3
 S No.                     SERVQUAL Dimension                             Mean
      1 The feed back of the customer is taken care of                      4.1
      2 The bank has taken a proper survey about the product                4.2
      3 Followed the policy of “Customer is King”                           4.2
      4 The time taken for getting the loan is proper                       3.8
        How satisfied are you with the ease of contacting the person
      5 you needed                                                          4.1
        How satisfied are you with the time taken to respond to
      6 telephone enquiries                                                 4.1
        How satisfied are you with the time taken to respond to written
      7 /postal enquiries                                                   3.7
        Responsiveness (1+2+3+4+5+6+7)                                     28.2
        Maximum                                                             35


Customer’s Feedback:

The responsiveness earned on average same marks. The time taken to avail the
loan (3.8) was an issue the customers gave a response that taking long time is
not an issue but give correct information about the time that has to be taken.
Many employees are giving false information regarding the time.

About postal enquires again many customers had never tried it so awarded it a
neutral mark.

                                        Table 4
 S No.                      SERVQUAL Dimension                            Mean
      1 The financial institutions (Bank) is legal                          4.4
      2 Proper assistance in filling the form and other formalities         4.6
        The marketing executive is properly trained for the purpose to
      3 help the customers                                                  4.3
      4 Properly welcomed by the employee                                   4.5
        The customer is treated in the same way after getting the loan
      5 sanctioned and disbursed                                            3.6
      6 Assistants have proper product knowledge                            4.2
      7 You will recommend other people about this loan scheme              4.4
      8 Proper assistance is provided also after the loan is availed        3.7
        How satisfied are you with the clarity of information or advice
      9 provided                                                              4
        How easy was it to understand and complete the application
    10 form                                                                 4.4
        How satisfied are you with the relevant knowledge of the staff
    11 you dealt directly with                                              3.9
    12 How satisfied are you with the way problems were resolved            3.9
         How satisfied are you with the speed in which the
      13 service/product was delivered                                            3.9
         Assurance (1+2+3+4+5+6+7+8+9+10+11+12+13)                               53.8
         Maximum                                                                  65


Customer’s Feedback:

In this section the major problem is regarding the treatment of the customer after
the loan has been availed (3.6) & (3.7). Most of the customers were complaining
about the unavailability of the loan statement on time for the IT returns
procedure. It is not the fault of RACPC but the branches are very bad in
responding to these queries. This should be strictly taken care of, many
customers suggested to charge some annual fee and to deliver the statement at
home as other private banks are doing.

About the knowledge of the staff a few customers were complaining that the bank
officials on one go are not explaining all the requirements which causes wastage
of time and money.




                                       Table 5
 S No.                       SERVQUAL Dimension                                Mean
      1 You will be a loyal customer of this bank life time                      4.5
        You feel that you are cheated and would like to shift to other
      2 bank                                                                      4.5
      3 How satisfied are you with the courtesy of the staff                      4.3
      4 How satisfied are you with the help fullness of the staff                 4.2
        How satisfied are you that the staff showed interest in you as
      5 an individual / treated you as a valued customer                            4
      6 How satisfied are you with the way problems were resolved                 4.2
        How satisfied are you with the general behavior of the staff
      7 members                                                                   4.2
        Empathy (1+2+3+4+5+6+7)                                                  29.9
        Maximum                                                                   35


Customer Feedback:

When it is regarding the loyalty, being a word of mouth, and good traits of personality of
the staff almost all of the customers awarded good marks to the survey of SBI.


Reference
SBI Group, Personal Segment Loan Products 6th Edition (December 2008),
A brief History, available at www.sbi.co.in , www.statebankofindia.com

Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), "Reassessment of
expectations as a comparison standard in measuring service quality: implications
for future research", Journal of Marketing, Vol. 58, pp. 111-124.

Interrogating SERVQUAL: a critical assessment of service quality measurement
in a high street retail bank, Karin Newman, Professor, Middlesex University
Business School, London, UK

East, R., 1997, Consumer Behavior: Advances and Applications in Marketing,
London: Prentice--Hall.

Levesque, T, and GHG McDougall, 1996, 'Determinants of Customer Satisfaction
in Retail Banking,' International Journal of bank Marketing, Vol 14, No 7 pp 12-20

Anne M. Smith, "Measuring Service Quality: Is SERVQUAL Now Redundant?"
Journal of Marketing Management (Jan/Feb/Aril 1955) pp 257-276




                                 QUESTIONNAIRE
This questionnaire is designed only for an academic project survey; information being
provided by you will be kept confidential and will be used only for the project purpose.

Gender                  Male        Female
Age                     Below 20  20 – 30  30 – 40  40 – 50  Above 50
Marital Status         Single       Married    Spouse working  Yes  No
Family Structure        Nuclear     Joint
Monthly Income          <20000      20000 – 30000  30000 – 40000
(Household)             40000 – 50000      Above 50000
Loan Sanctioned         < 10 Lacks  10 – 20 Lacks      20 – 50 Lacks
                              Above 50 Lacks
Educational Qualification  High School  Intermediate  Graduation  PG & Above
Service/Business        Govt.       Ltd Co      Private      Own Business

1.     Please indicate your agreement with the following statements.
         1=Totally disagree ---------3=Neutral --------- 5=Totally agree     1   2   3     4   5
       The name of the bank is reliable                                      1   2   3     4   5
       The loan is worth to avail                                            1   2   3     4   5
       The financial institutions (Bank) is legal                            1   2   3     4   5
       The product (Housing Loan) is tested by users                         1   2   3     4   5
       The bank is updating the web sites about the housing loan for         1   2   3     4   5
       the knowledge of the customers
     The feed back of the customer is taken care of                        1   2   3   4   5
     Proper assistance in filling the form and other formalities           1   2   3   4   5
     The marketing executive is properly trained for the purpose to        1   2   3   4   5
     help the customers
     Proper ethic advertisements                                           1   2   3   4   5
     The bank has taken a proper survey about the product                  1   2   3   4   5
     Properly welcomed by the employee                                     1   2   3   4   5
     Followed the policy of “Customer is King”                             1   2   3   4   5
     Briefed about all the various types of housing loan schemes           1   2   3   4   5
     Proper lighting, ambience and seating arrangements available          1   2   3   4   5
     Proper arrangements for heat, ventilation and air conditioning        1   2   3   4   5
     made
     The customer is treated in the same way after getting the loan        1   2   3   4   5
     sanctioned and disbursed
     Assistants have proper product knowledge                              1   2   3   4   5
     The time taken for getting the loan is proper                         1   2   3   4   5
     The rate of interest which is charged is suitable                     1   2   3   4   5
     You will recommend other people about this loan scheme                1   2   3   4   5
     You will be a loyal customer of this bank life time                   1   2   3   4   5
     The bank along with loan provides additional facilities of having a   1   2   3   4   5
     saving account, ATM, credit card facility
     Proper assistance is provided also after the loan is availed          1   2   3   4   5
     You feel that you are cheated and would like to shift to other        1   2   3   4   5
     bank

2.   How long you have been availing the loan
      < 1 Year    1 – 5 Year           5 – 10 Year  > 10 Years

3.   Indicate the level of satisfaction based on your expectations for the housing loan
     product
      1=Totally Dissatisfied-------3=Neutral-------5=Totally Satisfied 1 2 3 4             5
     How satisfied are you with the ease of contacting the person you 1 2 3 4              5
     needed
     How satisfied are you with the clarity of information or advice       1 2 3 4         5
     provided
     How satisfied are you with the time taken to respond to               1 2 3 4         5
     telephone enquiries
     How satisfied are you with how your telephone enquiries were          1 2 3 4         5
     dealt with
     How satisfied are you with the time taken to respond to written       1 2 3 4         5
     /postal enquiries
     How easy was it to find information on the Scheme                     1 2 3 4         5
     How easy was it to understand and complete the application form 1 2 3 4               5
     How satisfied are you with the relevant knowledge of the staff        1 2 3 4         5
     you dealt directly with
     How satisfied are you with the courtesy of the staff                  1 2 3 4         5
     How satisfied are you with the help fullness of the staff             1 2 3 4         5
     How satisfied are you that the staff showed interest in you as an     1 2 3 4         5
     individual / treated you as a valued customer
             How satisfied are you with the way problems were resolved           1   2   3     4   5
             How satisfied are you overall with the service you received         1   2   3     4   5
             How satisfied are you with the speed in which the service/product   1   2   3     4   5
             was delivered
             How satisfied are you with the availability of the Complaint        1   2   3     4   5
             Register
             How satisfied are you with the general behavior of the staff        1   2   3     4   5
             members




     4.      Do you visited any other bank for housing loan before availing it from the bank
             you are availing right now?
              Yes           No

             Mention your Bank _____________________________________________

             If Yes Which bank/s
              ICICI Bank  Syndicate Bank              United Bank of India
              HDFC bank  Bank of Baroda               Union Bank of India
              IDBI Bank            Punjab National Bank      Central Bank of India
              State Bank of India
              Others (Please Specify) ________________________________________


     5.      Why you chose your particular Bank?
              Trusted Bank               Low Rate of Interest          Word of mouth
              Time taken to avail loan  Employee attitude
              Transparent transactions

6.        Rank the following products an the scale 1 – 10
             1 – Best Facility             10 – Worst Facility

             Personal banking
             ATM facility
             Credit Card facility
             Car Loan
             Personal Loan
             Education Loan
             Housing Loan
             Mortgaged Loan
             Small Medium Enterprises Credit
             Insurance Products


                               Thank You for your co-operation

								
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