1Associate Professor (Finance), School of Management, KIIT University, Bhubaneswar, Odisha, India
2Professor (Human Resource), School of Management, KIIT University, Bhubaneswar, Odisha, India
3Research Scholar (Management), School of Management, KIIT University, Bhubaneswar, Odisha, India
*Corresponding author Email id: bcmpatnaik@gmail.com
***niharsamal.2009@rediffmail.com
Online published on 4 January, 2018.
The purpose of this paper is to explore and predict the relationship between factors affecting customers and their overall satisfaction level with home loan services extended by public-sector banks in India.
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 analysed using appropriate statistical tools through Statistical Package for Social Sciences.
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.
Potential contribution of this study is to conclude that that the public-sector banks should emphasise more into employee behaviour along with the process and scheme of home loan to ensure and enhance the satisfaction level of their customers.
The main limitation relates to the fact that the study mainly covered samples drawn from the public-sector banks operating in Khurda, Cuttack, Berhampur and Puri districts of Odisha 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 performance of public-sector banks in home loan segment only.
Customer satisfaction, Home loan, Public-sector banks, Employee behaviour, Process, Scheme
