Ijrcm 1 Vol 2 Issue 9 Art 23

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VOLUME NO.2(2011),ISSUE NO.9(SEPTEMBER) ISSN0976-2183

IIINNNTTTEEERRRNNNAAATTTIIIOOONNNAAALLLJJJOOOUUURRRNNNAAALLLOOOFFFRRREEESSSEEEAAARRRCCCHHHIIINNNCCCOOOMMMMMMEEERRRCCCEEEAAANNNDDDMMMAAANNNAAAGGGEEEMMMEEENNNTTT

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"% MULTY-TIER VIEW OF EMPLOYEE RETENTION STRATEGIES IN INDIAN AND GLOBAL COMPANIES - A CRITICAL APPRAISALANANTHAN B R & SUDHEENDRA RAO L N

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!% HERBAL RENAISSANCE IN INDIA # THE ROLE OF IS$CON IN ITS SUCCESS (WITH SPECIAL REFERENCE TO MAYAPUR VRINDAVANBANGALORE # DELHI IS$CON CENTRES)

DR. RAJESH KUMAR SHARMA & SANDHYA DIXIT

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%% THE IMPACT OF TELEVISION ADVERTISING ON CHILDREN&S HEALTHDR. N. TAMILCHELVI & D. SURESHKUMAR

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7% WOR$-LIFE BALANCE AND TOTAL REWARD OPTIMIATION - STRATEGIC TOOLS TO RETAIN AND MANAGE HUMAN CAPITALSUNITA BHARATWAL, DR. S. K. SHARMA, DR. UPENDER SETHI & DR. ANJU RANI

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'% EMPIRICAL STUDY ON EPATRIATE&S OFFICIAL CULTURAL AND FAMILY PROBLEMS WITH REFERENCE TO BANGALORE INDIASREELEAKHA. P & DR. NATESON. C

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*% IMPACT OF +UALITY WOR$ LIFE OF THE HOTEL EMPLOYEES IN CUSTOMER SATISFACTION , A STUDY ON STAR HOTELS IN BANGALOREDR. S. J. MANJUNATH & SHERI KURIAN

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1% CULTURE AND DIVERSITY MANAGEMENT- A PERSPECTIVECYNTHIA MENEZES PRABHU & SRINIVAS P S

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11% A STUDY ON FACTORS INFLUENCING RURAL CONSUMER BUYING BEHAVIOUR TOWARDS PERSONAL CARE PRODUCTS IN COIMBATOREDISTRICT

P. PRIALATHA & DR. K. MALAR MATHI

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12% THE DETERMINANTS OF PROFITABILITY: AN EMPIRICAL INVESTIGATION USING INDIAN AUTOMOBILE INDUSTRYDR. A. VIJAYAKUMAR

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1"% $NOWLEDGE CENTRIC HUMAN RESOURCE MANAGEMENT PRACTICES - A COMPARATIVE STUDY BETWEEN SBI AND ICICIG. YOGESWARAN & DR. V. M. SELVARAJ

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1!% A COMPARATIVE STUDY OF NON-PERFORMING ASSETS OF PUBLIC AND PRIVATE SECTOR BAN$SDR. HARPREET KAUR & NEERAJ KUMAR SADDY

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1%% STRAIGHTEN OUT RENTAL (AND OTHER RETAIL LEASE) DISPUTES BY CONNOISSEUR FORTITUDEHEMANT CHAUHAN, RACHIT GUPTA & PALKI SETIA

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17% AN ANALYTICAL STUDY OF MANAGERIAL ISSUES OF HANDLOOM INDUSTRY IN JAIPUR DISTRICTRACHANA GOSWAMI & DR. RUBY JAIN

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1'% CORPORATE SOCIAL RESPONSIBILITY AND FUTURE MANAGERS , A PERCEPTION ANALYSIS

DR. PURNA PRABHAKAR NANDAMURI & CH. GOWTHAMI

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1*% CUSTOMER RELATIONSHIP MANAGEMENT: MAHA MANTRA OF SUCCESSDR. RADHA GUPTA

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2% THE PROBLEM OF MAL NUTRITION IN TRIBAL SOCIETY (WITH SPECIAL REFERENCE TO MELGHAT REGION OF AMRAVATI DISTRICT)DR. B. P. ADHAU

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21% WOMEN EMPOWERMENT AND SELF HELP GROUPS IN MAYILADUTHURAI BLOC$ NAGAPATTINAM DISTRICT TAMILNADUN. SATHIYABAMA & DR. M. MEEENAKSHI SARATHA

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22% A STUDY TO MEASURE EFFECTIVENESS AND PROFITABILITY OF WOR$ING CAPITAL MANAGEMENT IN PHARMASUTICLE INDUSTRY IN INDIADR. ASHA SHARMA

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23% CUSTOMER PERCEPTIONS AND SATISFACTION TOWARDS HOME LOANSRASHMI CHAUDHARY & YASMIN JANJHUA

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2"% IMAGES OF WOMAN IN ADVERTISING AND ITS IMPACT ON THE SOCIETYSNIGDA SUKUMAR & DR. S. VENKATESH

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2!% EMPLOYEE SATISFACTION- A STUDY OF HCL LIMITED

OMESH CHADHA

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CUSTOMER PERCEPTIONS AND SATISFACTION TOWARDS HOME LOANS

RASHMI CHAUDHARY

ASST. PROFESSOR

DEPARTMENT OF BUSINESS MANAGEMENT

COLLEGE OF HORTICULTURE

DR. Y. S. PARMAR UNIVERSITY OF HORTICULTURE & FORESTRYNAUNI 173 230

YASMIN JANJHUA

ASST. PROFESSOR

DEPARTMENT OF BUSINESS MANAGEMENT

COLLEGE OF HORTICULTURE

DR. Y. S. PARMAR UNIVERSITY OF HORTICULTURE & FORESTRY

NAUNI 173 230

ABSTRACTHim!"# P$%'" "' m% $(i% ')$i% i* )" %+#(m*) - $/* !($)i+ /*0' 1i)" * im ) ($+i% %2) *% )im#3 -i**!i# ''i')*! )

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'$+i*5 S#* )1*, C"m/5") *% P$1* $' "' /* '#!)%. T" $'$!" "' -*% )") )" !')m$' - )" /*0 1$ "i5"#3 ')i'-i% 1i)" )"

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($/#m' #i0 ($!%$# %#3', #!0 - 0*1#%5 *% $%6)(i'im. T" $'#)' -$)"$ $+#% )") )" mi* $'* -$ ((# ) ($-$ )"i' /*0 i' )" )$') -

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$EYWORDS+o0e 2oans" )usto0er Perceptions" )usto0er Satisfaction" )ooperative ban:s" !inancial Assistance

INTRODUCTIONousin# bein# one of the three basic hu0an needs of life always re0ains a0on# the top priorities of any person" society and econo0y% It accounts for a

considerable portion of a nationLs production activities throu#h its bac:ward lin:a#es to land 0ar:ets" buildin# 0aterial industries and labour 0ar:ets and

forward lin:a#es to financial 0ar:ets% Boostin# housin# sector can re1uvenate the econo0y as this sector has 0a7i0u0 propensity to #enerate inco0eand de0and for 0aterials" e?uip0ents and services and also create substantial e0ploy0ent opportunities% In the present co0petitive and #lobalised era"

ban:in# plays a crucial role in ho0e financin# but #enerally they e7clude low-inco0e households fro0 access to for0al housin# finance% )o-operatives represent

an alternative approach as a#ainst sole-proprietorship" partnership and co0pany for0 of or#ani*ations which do0inates the co00ercial activities%

)ooperatives are based on the principles of cooperation and cooperative values of Kself-help" self-responsibility" de0ocracy and e?uality" e?uity and solidarityF%

)o-operative ban:s are the first #overn0ent supported" sponsored and subsidi*ed financial institutions in India which perfor0s all the 0ain ban:in# functions

i%e% deposit 0obili*ation" advance loan by supplyin# the credit to the needy person and various other facilities% 4rban cooperative ban:s not only finance s0all

borrowers in industrial and trade sectors" but also provide financial assistance in the for0 of loan facilities li:e ho0e finance" consu0er finance" personal

finance" education loan" vehicle loan" co00ercial vehicle loan" co00ercial buildin# loan" 0ort#a#e loan" a#ricultural loan and also loan a#ainst security and

salary% +i0achal is one of the 0ost dyna0ic hill states of India with si#nificantly hi#h indicators of hu0an develop0ent% 9he state lit the fla0e of cooperative

0ove0ent in the country when first cooperative society was established in Pan1awar villa#e of 4na district in &GE% B4)B is re#istered under )ooperative

Society Act and has co0pleted (' years of its e7istence and operations in the city of Solan% In the subse?uent years" &' to E''." the Ban: has e7panded its

operational area with three branches servin# Solan town" )ha0ba#hat and Parwanoo in the Solan district% B4)B was incorporated to cater to the needs of local

peoples by providin# the0 all :ind of financial help and various credit facilities to s0all and poor peoples and also to s0all traders% +ousin# loan scenario in India

has chan#ed drastically and has ta:en the front seat% Role of B4)B in providin# housin# finance has been reviewed fro0 ti0e to ti0e and thus plays an

i0portant role in providin# housin# credit under various sche0es to priority sector as well as to the wea:er sections of the co00unity%

OBJECTIVESMain ob1ectives of the present study are

&% 9o :now #eneral perceptions about ho0e loans of B4)B%

E% 9o study the satisfaction level of custo0ers about ho0e loans of B4)B%

% 9o study the 0a1or proble0 faced by custo0ers while availin# ho0e loans%

RESEARCH METHODOLOGYIn the present paper" rando0 sa0plin# techni?ue has been used and a sa0ple of &E' custo0ers availin# ho0e loan facility of Ba#hat 4rban )o-operative Ban:

2i0ited" +i0achal Pradesh fro0 its three branches servin# Solan town" )ha0ba#hat and Parwanoo areas has been selected% In order to 0a:e the sa0ple

representative" proper wei#hta#e has been assi#ned to the ho0e loaners accordin# to the nu0ber of custo0ers of each branch% Data for 0easurin# the

satisfaction level and proble0s faced by ho0e-loaners has been collected throu#h a structured ?uestionnaire based on five-point li:ert scale% Analysis of the

collected data is done with the help of chi-s?uare" s:ewness and 0ean%

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GENERAL VIEWS OF THE RESPONDENTS REGARDING HOME LOANS OF BUCB

TABLE 1: PREFERENCE FOR BUCB FOR AVAILING HOME LOANS

S@95: Pri0ary Probe

It is revealed fro0 9able & that . percent of the respondent3s selection criteria of B4)B for availin# ho0e loans was the pro0pt services of the ban:" followed

by E. percent who preferred the ban: due to its low interest rates% !urther" &%. percent respondents preferred the ban: due to convenient location and &.

percent due to its #ood reputation in the city% +ence" fro0 the above discussion it is inferred that 0ost of the respondents preferred B4)B because of its pro0pt

services% Ma1ority of the respondents ;. percent< opinioned that the feature they li:e 0ost about the ban: is less paper wor:" followed by E%. percent who

li:e si0ple and fast processin# procedure of B4)B% !urther" &. percent of the respondents li:e lon#er repay0ent period provided by the ban: and the sa0e

percenta#e li:e easy repayable install0ents% So" fro0 the above discussion it can be inferred that 0ost li:ed feature which respondent li:e is the less paper wor:

and fast loan processin# ti0e%

TABLE 2: MOST LI$ED FEATURE BY HOME LOANERS

S@95: Pri0ary Probe

9able shows that (. percent of the respondents were influenced for availin# ho0e loans fro0 B4)B by their friendsrelatives" followed by . percent of the

respondents who were self-influenced due their trust in the ban:% !urther" nearly E' percent of the respondents were 0otivated by the e0ployees of the ban:%

9herefore" it can be concluded that a lar#e 0a1ority of the respondents were influenced by their friends and relatives for selectin# B4)B for availin# ho0e loans%

TABLE 3: INFLUENCING FACTOR FOR SELECTING BUCB

S@95: Pri0ary Probe

RESPONDENTS SATISFACTION TOWARDS HOME LOANS: AN ANALYSISINTEREST RATES

9he opinion of the respondents re#ardin# the state0ent that whether interest rates of Ba#hat 4rban )ooperative Ban: 2td are co0paratively less than the other

ban: has been presented in the 9able (% $early %. percent of the respondents were found satisfied" followed by E%. percent who were neither satisfied nor

dissatisfied and &%. percent who were dissatisfied% 9he 0ean score of %'. indicates that the responses are concentrated towards the satisfaction level%

$e#ative value of s:ewness ;-'%(G< also support the above findin# and reflects that the lar#e nu0ber of the respondents are satisfied with this state0ent%

+ence" fro0 the above discussion it is concluded that a lar#e 0a1ority of the respondents are of the view that the interest rates of B4)B are less than other

ban:s%

FAST AND EFFICIENT SERVICES

9he opinion of the respondents re#ardin# the state0ent that whether ban: is providin# fast and efficient services to 0eet custo0er re?uire0ents has been

endorsed by 0ore than ' percent of the respondents% 9he value of 0ean score of (%E with ne#ative value of s:ewness of -&%E( indicates that the distribution

of the respondents is hi#hly s:ewed towards hi#her side of the 0ean% 9he value of chi-s?uare is si#nificant at & and . percent levels of si#nificance% !ro0 the

above analysis it is concluded that the ban: is providin# efficient services to its custo0ers%

PAPER WOR$

9he opinion of the respondents re#ardin# the state0ent that whether paper wor: for loan processin# is ti0e consu0in# has been presented in 9able (%

Ma1ority of the respondents ;(. percent< were neither satisfied nor dissatisfied with the state0ent" followed by EE%.. percent who are satisfied and the sa0e

percent who are hi#hly dissatisfied with the state0ent% 9he 0ean score of avera#e responses of E%H with ne#ative value of s:ewness of -'%(GE indicates that

the responses of custo0ers are concentrated towards satisfaction level% 9he value of chi-s?uare is insi#nificant% +ence" fro0 the above findin# we conclude that

there is a 0i7ed response for the state0ent but 0ore nu0ber of respondent feel that paper wor: re#ardin# loan processin# is ti0e consu0in#%

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TABLE !: PROBLEMS FACED BY RESPONDENTS WHILE AVAILING HOME LOANS

S@95: Pri0ary Probe

N5: 9he !i#ures in Parenthesis are in Percenta#es%

UNAVAILABILITY OF GUARANTOR

Opinion of the respondents re#ardin# the state0ent that whether the #uarantor is available or not is depicted in 9able .% 9he 0ean score of responses is E%('

which indicates that a nu0ber of respondents do not a#ree with the state0ent% Positive value of s:ewness ;'%.H.< points out that the distribution of

respondents is s:ewed towards lower side of the 0ean% +ence" it is concluded fro0 the above analysis that respondents do not face the proble0 of #uarantors%

NON-COOPERATION OF BAN$ EMPLOYEES

9he opinion of the respondents re#ardin# the state0ent that whether custo0ers are facin# the proble0 of non cooperation of ban: e0ployees has been shown

in 9able .% $early half of the respondents ;(%. percent< neither a#ree nor disa#ree with the state0ent% 9he 0ean score ;E%(< and ne#ative value of s:ewness ;-

'%E&&< indicates that the respondents do not a#ree with the state0ent% 9he hi#hly si#nificant value of chi-s?uare statistically brin#s out the fact that there is a

si#nificant difference in the perceptions of the respondents%

RED , TAPISM

9he opinion of the respondents re#ardin# red-tapis0 has been presented in 9able .% 9he 0ean score of responses is %.. which is hi#her than the avera#e 0ean

of E%. and indicates that the 0a1ority of respondents ;.E%. percent< a#ree with the state0ent% $e#ative value of s:ewness ;-'%GE< reflects that the

distribution of respondents is s:ewed towards hi#her side of the 0ean% 5alue of chi-s?uare supports the above findin#s that there is a si#nificant difference in

the opinion of the respondents at . percent level of si#nificance% All these statistical values clearly indicate that a vast 0a1ority of the respondents are facin#

proble0 of bureaucracy prevailin# at B4)B%

CONCLUSION

It was found that )ooperative Ban:s are very popular a0on# the custo0ers these days% 9he trust level that custo0er have with these ban:s is very hi#h inco0parison to other ban:s% )usto0er are associated with ban:s for 0any services that they re?uire on re#ular basis and people tend to prefer ban:s which

provide better facilities and convenient ban:in#% !ro0 the overall analysis it can be said that the satisfaction level of wor:ers in relation to the services provided

by Ba#hat 4rban )ooperative Ban: 2i0ited is very hi#h% Different ban:s offer sa0e product but their services differentiate and the ban: has #one far in this

direction%

9he hi#her satisfaction level a0on# the respondents indicates that the ban: is responsive to the needs and proble0s of the custo0ers% 9he success of the

housin# co0panies in the 0ar:et rest on the availability of custo0i*ed product and also the service ?uality offered to custo0ers% 9he future #rowth of the

co0panies depends upon its ?ualitative service to the custo0ers% At this 1uncture" the ban:s should evaluate their services and identify their distinction fro0

others% )han#in# custo0er needs and uncertain econo0ic conditions in are e7ertin# pressure on housin# co0panies while testin# their ability to survive% 9he

only way to succeed in the 0ar:et is the for0ulation of differentiated service to different custo0er se#0ents%

REFERENCESAell +ave )o-operative Ban: Done" Sa#e Publication" )hennai%

F/000< 1*'29he De0and for +o0e Mort#a#e Debt" Journal of 4rban 6cono0ics" 5ol-&& $o%E" pp '-(%

G@?/ SP 2Statistical Methods" Sultan )hand 8 Sons Publications" $ew Delhi%

H/85=/ S$ 1*7*!inancial Services" 9ata Mcraw-+ill Publishin# )o0pany 2td% $ew Delhi%

+a1ela S= &" Proble0 of Rural !inancin# in Indian Plannin#- Socio 6cono0ic Approach" Indian )ooperative Review" 5ol-5I ;E


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