An empirical study on factors affecting service quality perceptions and its impact on customer satisfaction in home finance companies

Service quality and its factors are important and used frequently in understanding the quality dimensions of business enterprises. Majority of the customers concentrate on service quality of services rendered to them. Now firms should concentrate more on the service quality in order to attract new customers and also to retain existing customers. The major focus area of this study is the measurement of service quality in home finance companies which ponders on various parameters that can be implemented for measurement of customer satisfaction and result in upgrading the service quality delivery of the home finance companies. The study has been undertaken with regard to the following objectives are whether to know the annual income, gender, age and educational qualifications affect the factors of service quality perceptions, to know about the relationship between the factors of service quality perception and customer satisfaction, and to understand impact of factors of service quality perception on customer satisfaction. This study uses descriptive research design and the number of respondents taken for this study is 100 customers who had taken loan or used services in home finance companies. This study concludes on a note that service quality perceptions impacts customer satisfaction and there are four factors (swiftness of response, organisational cuture &work ethics, mutual trust, effective coordination) which will influence the customer satisfaction in an organisation.