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INDEX

CHAPTER NO Executive summary INTRODUCTION 1.1 Introduction 1.2 Statement of problem I 1.3 Scope of study 1.4 Primary Objectives of study 1.5 Secondary Objectives of study 1.6 Limitations of the study II PROFILE 2.1 Industry Profile 2.2 Company Profile III V REVIEW OF LITERATURE RESEARCH METHODOLOGY 4.1 Research design 4.2 Source Of Data Collected 4.3 Sampling methodology 4.4 Tools of analysis VI VII DATA INTERPRETATION AND ANALYSIS FINDINGS AND SUGGESTIONS 6.1 Findings 6.2 Suggestions VIII CONCLUSION BIBILOGRAPHY ANNEXURE 1
73 74 75 76 77 - 78 7 10 18 20 - 25 20 20 21 21 26 - 72 2 5 5 6 6 6

TITLE

PAGE NO

LIST OF TABLES
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TABLE NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

TITLE Distribution of Respondents by their Age Distribution of Respondents by their Qualification Distribution of Respondents by their Occupation Distribution of Respondents by their Income Distribution of Respondents in terms of awarness through media Distribution of Respondents in terms of their preference for type of building Distribution of Respondents by their Affordable Budget Distribution of Respondents in terms of their preference for type of flat Distribution of Responses by their Property choice Distribution of Respondents in terms of factors Distribution of Respondents in terms of their preference over Intercom facility Distribution of Respondents in terms of availing Home Loan Distribution of Respondents in terms of preference for Financial Institution Distribution of Respondents in terms of awareness through media Distribution of Respondents in terms of builder recommendation for bank 3

PAGE NO
26

28

30

32

34

36

38

40

42

44

46

48

50

52

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16 17 18 19 20

Distribution of Respondents in terms of preference for interest Distribution of Respondents in terms of preference for tenure for repayment Distribution of Respondents in terms of percentage of Cost required as loan Distribution of Respondents in terms of customer service Distribution of Respondents by their preference over ETA

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58

60

62

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LIST OF CHARTS
CHART NO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 TITLE Distribution of Respondents by their Age Distribution of Respondents by their Qualification Distribution of Respondents by their Occupation Distribution of Respondents by their Income Distribution of Respondents in terms of awarness through media Distribution of Respondents in terms of their preference for type of building Distribution of Respondents by their Affordable Budget Distribution of Respondents in terms of their preference for type of flat Distribution of Responses by their Property choice Distribution of Respondents in terms of factors Distribution of Respondents in terms of their preference over Intercom facility Distribution of Respondents in terms of availing Home Loan Distribution of Respondents in terms of preference for Financial Institution Distribution of Respondents in terms of awareness through media 5 PAGE NO

27 29 31 33 35 37 39 41 43 45 47 49 51 53

15 16 17 18 19 20

Distribution of Respondents in terms of builder recommendation for bank Distribution of Respondents in terms of preference for interest Distribution of Respondents in terms of preference for tenure for repayment Distribution of Respondents in terms of percentage of Cost required as loan Distribution of Respondents in terms of customer service Distribution of Respondents by their preference over ETA

55 57 59 61 63 65

CHAPTER I

INTRODUCTION

EXECUTIVE SUMMARY :
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This project aims at studying the customer relations services with reference to availing of home loans towards ETA Star property Developers. This study was conducted so as to know the satisfaction level of customer with reference to home loan towards ETA star property developers. The primary objectives of the study is to analyze the relationship services offered by the company in terms of arranging loan facilities and to offer suggestions based on the expectations of customers and banking institutions to improve the customer relations in ETA Star group. The secondary objective is to analyze the preferences and purchase pattern of residential property customers in Chennai. The study has some limitations such as time limit, small sample size and research as been restricted only in Chennai. The methodology to collect the primary data was a structured questionnaire to be given to the respondents. The sample size for this research is 140 and the people are customer of ETA Star property developers. The research design followed for this study is Descriptive Research. For the collected data an in depth research analysis was framed and various statistical tools and techniques like percentage analysis, Chi- square, Anova were also used for the purpose. The suggestions offered were ETA may still improve better relationship with all banks by having regular meetings with decision making authorities once in three months

CHAPTER-I
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1. 1 INTRODUCTION
Our father of the nation Mahatma Gandhi said that the customers are real assets for any company. These assets can be improved by fulfilling the needs of the customers. The needs may differ from persons to persons, but for any person HOME is the basic need. Food, clothing and shelter are the basic necessities of life and we have evolved from the cave dwelling types to more civilized times. Today, our houses are more for comfort than for survival. So it is every individual's desire to build the coziest nest to live in. People are willing to buy because they are not only using it for an living purpose but also as an investment. In the current scenario there is a great desire among people for home but does not have capacity to buy. So the dream of buying home may not be possible for all the people but it can be eradicated by availing home loan from banks. This is where Home Loans come in. Home loan means that you buy a house on installments. In simpler terms when you want to own a home and cant afford to pay the amount in lump sum, you can pay it in monthly installments with an interest rate. A home is one of the most important necessities in an individual's life. With home loans now, one can purchase a home without paying the entire amount of purchase. Home loans provide a facility of owning a home by taking loans at specific interest rates Now a days home loans are provided by many financial institutions like Banks and also by non banking financial institutions. The Real fact is that many people consider or prefer to avail the home loans from banks. 9

Home loans in India have made people to buy property in India in spite of the skyrocketing prices. Today, we find considerable Real Estate Investment in India, either in the field of Residential Property in India or Commercial Properties in India. Home Loans in India are disbursed by many Banks as Loan Banking is one of the most important functions of the Financial Services in India. Property Dealers and Real Estate Consultants in India usually recommend that they undertake appropriate Home Loan Counseling so that they can Buy Apartment in India at an affordable interest Rate. Purchasing the home of your dreams is not an easy task. Especially when you plan to buy a home on loan. There is lots of procedure involved in it. Home loan can be sanctioned only if he fulfills eligibility criteria and provides all necessary documents required by bank. Almost anyone and everyone with a wish to buy a property and means to repay the loan can get a home loan. Every bank or lender has a set of criteria that you need to meet before you can avail the loan You must be at least 21 years of age when the loan is sanctioned, The loan must terminate before you turn 65 or before retirement, One must be having a recognized source of income. Among the most important pre-requisites for home loan is the availability of genuine documents that help the lender establish all claims. Banks will require proof of: Completed application form 10

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. Copy of approved plan and approval from the Local Body Statement of Bank Account/ Pass Book for last 6 months Salaried Customers Application form with photograph Self Employed Professionals Self Employed Businessman

Application form with photograph Application form with photograph Identity and Residence Proof Education Qualifications Certificate and Proof of business existence Business profile Last 3 years Income Tax returns (self and business) Last 3 years Profit /Loss and Balance Sheet Last 6 months bank statements (self and business) Processing fee cheque

Identity and Residence Proof Identity and Residence Proof Education Qualifications Certificate and Proof of business existence Last 3 years Income Tax returns (self and business) Last 3 years Profit /Loss and Balance Sheet

Latest Salary-slip Form 16

Last 6 months bank statements. Processing fee cheque

Last 6 months bank statements Processing fee cheque

1.2 STATEMENT OF THE PROBLEM

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Customer satisfaction has far reaching impact on the viability of an organization. Customer is the king of an organization. So the customer service said to be very important for any organization. Meeting customer expectation is very important and at the same time very crucial any organization especially in real estate market. In the case of Home or own house customers are not only looking for homes for their conveniences basically but they also need home loan to buy that property to own and live happily throughout their life. Customer relationships are being realized as one of the important factors for availing home loans from different banks. So the researcher has chosen their customer relations services with reference to availing of home loans from banks with regard to ETA property developers for this study. Emirates Trading Agency in short ETA star developers is one of the biggest company in Asia.

1. 3 SCOPE OF THE STUDY. The survey has been undertaken in Chennai. The study will help the company to know about its customer expectations toward the banking facilities. The study will help to know the present relationship between company and customers in the area of banking.

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CHAPTER II

OBJECTIVES

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1.4 Primary Objectives of the study:


1. To analyze the relationship services offered by the company in terms of arranging loan facilities.

2.

To offer suggestions based on the expectations of customers and banking institutions to improve the customer relations in ETA STAR group.

1.5 Secondary objectives of the study:


1. To analyze the preferences and purchase pattern of residential property customers in Chennai. 2. To assess the financing terms of home loan providers and needs of the property purchasers in Chennai. 3. To make suggestions in the light of the findings of the study.

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CHAPTER IV

LIMITATIONS OF STUDY

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1.6 Limitation of the Study:


The study is a micro analysis with sample size of 140 respondents only. Research as been done only in Chennai. Time limitation. It was difficult to get clear cut response from some of the respondents as they were busy. . Some of them hesitated to give the full information in order to maintain secrecy.

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CHAPTER-II INDUSTRY PROFILE:

In a slow and steady manner, the residential development in Indian metros had taken off since 90s. It began picking up momentum around mid-90 and today it has scaled to a peak which was unimaginable till some years ago.

The Indian real estate sector plays a significant role in the countrys economy. The real estate sector is second only to agriculture in terms of employment generation and contributes heavily towards the gross domestic product (GDP). Five per cent of the country's GDP is contributed to by the housing sector. In the next five years, this contribution to the GDP is expected to rise to 6 per cent.

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Moreover, the real estate sector is also responsible for the development of over 250 ancillary industries such as cement, steel, paints etc. A study by rating agency ICRA shows that the construction industry ranks 3rd among the 14 major sectors in terms of direct, indirect and induced effects in all sectors of the economy. A unit increase in expenditure in this sector has a multiplier effect and the capacity to generate income as high as five times.

If the economy grows at the rate of 10 per cent, the housing sector has the capacity to grow at 14 per cent and generate 3.2 million new jobs over a decade. The real estate sector in India has observed a quite revolution over the past decade thanks to Indias booming economy which has led to an increased demand for both commercial and residential space. According to a study by a leading industry chamber, the Indian real estate sector is expected to grow at 30 per cent over the next decade, attracting foreign investments worth US$ 30 billion.

Almost 80 per cent of real estate developed in India is residential space, the rest comprising of offices, shopping malls, hotels and hospitals. According to the Tenth Five-Year-Plan, there is a shortage of 22.4 million dwelling units. Thus, over the next 10 to 15 years, 80 to 90 million housing dwelling units will have to be constructed with a majority of them catering to middle and lower income groups.

There has been a sharp increase in values of residential property all across the country and there are a host of reasons for it. It has been primarily triggered by increase in job opportunities, more land made available to the developers by the state governments, 18

tax incentives to the developers and last but not least the easy finances available to the consumers in addition to the tax benefits for buying properties. Several state governments which are pushing the growth of real estate have also been found to be pro-active in making sincere efforts to improve the infrastructure of the area. The opening up of FDI in the real estate sector has also added to the overall growth of this segment of the real estate. The real estate sector is also likely to get a boost from Real Estate Mutual Funds (REMFs) and Real Estate Investment Trusts (REITs). Indias image as an investment destination has also steadily moved up the value chain over the last six years with increasing transparency in the real estate sector.

GOVERNMENT INITIATIVES:
The government has introduced many progressive reform measures to unlock the potential of the sector and also meet increasing demand levels. The government's recently announced stimulus package, coupled with the Reserve Bank of India's (RBI) move allowing banks to provide special treatment to the real estate sector, is likely to impact the Indian real estate sector in a positive way. RBI has decided to extend exceptional concessional treatment to the commercial real estate exposure and restructured it to June 30, 2009.

100 per cent FDI allowed in realty projects through the automatic route. In case of integrated townships, the minimum area to be developed has been brought down to 25 acres from 100 acres.

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Urban Land (Ceiling and Regulation) Act, 1976 (ULCRA) repealed by increasingly larger number of states.

Enactment of Special Economic Zones Act. Minimum capital investment for wholly-owned subsidiaries and joint ventures stands at US$ 10 million and US$ 5 million, respectively.

Full repatriation of original investment after three years. 51 per cent FDI allowed in single-brand retail outlets and 100 per cent in cash-andcarry through the automatic route.

Besides the above measures, the government has recently announced a excise duty cuts on cement and steel will bring down construction costs.

2.2 COMPANY PROFILE


The ETA - Ascon Group is committed to the highest international standards of business. A multidimensional, vastly diversified organization, the ETA-Ascon Group today stands as a pre-eminent corporate entity in the Middle East. It was established in 1973 as a joint venture between Al Ghurair Group of the United Arab Emirates, and Amana Investments Limited of Hong Kong. With headquarters in Dubai, the ETA-Ascon Group network encompasses 140 branches and associate offices in 21 countries employing over 48,000 people. The Consolidated Group turnover for year ended 2006 is US$ 4 Billion. In three decades, the Group has established an enviable reputation for quality, service and cost-effective technological capability, through farsightedness and sheer professionalism.

About ETA Group:


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The ETA-ASCON Group was established in 1973 as a joint venture with Al Ghurair Group of U.A.E. which is a multi dimensional, vastly diversified organization that can be proud of a legacy of continued growth and success. ETA-ASCON has built an enviable reputation for quality, service and cost effective technological capability and maintained it through farsighted-ness and sheer professionalism. Headquartered in Dubai, the Group network encompasses 23 branches and associate offices all over the globe. ETA-ASCON represents some of the worlds leading manufacturers and service providers. The Groups track record of performance and growth exceeds the most stringent criteria it has set for itself as one of the Arabian Gulfs outstanding business ventures. ETA ASCON Group is primarily a Contracting firm in the U.A.E. with expertise ranging from Civil Construction to Electro Mechanical, Elevator Engineering and Facilities Management. Since its inception in 1973, the Firm has completed projects in excess of Dhs. 5 Billion and numerous Landmarks in the Emirates stand testimony to the firms engineering Capabilities. The company is a part of Al Ghurair Group of Companies, who are the most revered and leading business house in the United Arab Emirates. VISION STATEMENT: We will strive to be the most preferred property developer & shall contribute to a better living environment through the creation of landmark projects that the creation of landmarks projects that meet & exceed our customers expectations. MISSION STATEMENT: To provide residents with exemplary service in a quality home environment. It is demonstrated in our client relationships, in the products and services we offer, and in the way we conduct business. Its not a one-time attitude. Its our day-to-day standard. We meet and exceed ETA Star clients expectations through accountability, hard work, pride in our reputation and our constant pursuit of the highest standards of quality. 21

GROUP COMPANIES: The Group Companies in India: ETA constructions India Private (Ltd) ETA Karnataka Estate Ltd ETA Star Property & Developers ETA Melco Elevators Company LLC ETA Power Project Division

The Group Companies in Abroad: ENGINEERING & CONSTRUCTION: ASCON LLC ASCON Roads & Infrastructure Works Div. ASCON Swimming Pool & Leisure Works Div. ETA Mechanical & Electrical Division. ETA - MELCO Elevator Company LLC. ETA - POWER Projects Division. TRADING & SHIPPING: ETA Trading & Shipping Division Zeenath Paper Traders ETA Timber & Surface Materials Division West Asia Maritime Ltd., MANUFACTURING & ASSEMBLING ETA POWER & Control Systems Division ETA Mechanical Engineering Division ETA Joinery & Interiors Division ETA New Materials Division ASCON Marble works Division Star Marble Division.

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MAINTENANCE & SERVICES Engineering Maintenance Company (EMCO) Computerized Auto Repair & Services (CARS) Modern Building Maintenance LLC (MBM) Ajman National Travel Agency (ANTA) RETAILING & DISTRIBUTION Al Haseena Jewellery Giordano Fashions LLC

ETA Electromechanics The Company has undertaken a number of residential projects for major groups; to name a few, Juma Al Majid, Al Futtaim, Sultan Al Owais etc. The Dubai Business Center Opposite to Burjuman, The Deira City Centre Hotel, The Sea Shell Inn hotel apartments in Bur Dubai are a few of the projects which ASCON has constructed. As a group ETA has been involved in almost every Major project in the Emirates, including projects like Jumeirah Beach Hotel, The Emmar Towers in Dubai Marina, The Twin Towers, Villas in the Emmar Hills etc. Beside Dubai, the Company has also developed high value properties in India and Sri Lanka and has delivered more than 2500 Units and developed an area of over 5 Million sq. ft. ETA ASCON has enumerable divisions in every sector related to the construction industry like Joinery and Interiors, Low Voltage Switchgear Panels, Elevators, Structural Steel fabrication, Composite Aluminum ladding, Facility Management, Janitorial and Cleaning services, etc. These wide ranges of capabilities provide ETA ASCON the turnkey expertise to deliver a project from the drawing board to completion. ETA ASCON over the years has been involved in several commercial and residential projects in Dubai, where the Company owns premium Real Estates. The group turnover for the financial year 2007-2008 stands at 23

USD5.5

billion.

In all, the company aims to bring in its in-house expertise in the Construction business gained over the last 30 years to the advantage of its customers and deliver value for money.

ETA Star Property Developers (India) Pvt. Ltd:


(BUILT on TRUST)

ETA Star Property Developers (India) Pvt. Ltd. strive to be the most preferred property developer by building better living environments and exceeding customer expectations. ETA STAR Property Developers is a part of ETA ASCON Conglomerate, which started with a vision to become a major player in the arena of Property Development. ETA STAR offers a whole gamut of services connected with Property development. The turnover of ETA Star Property Dubai is USD1.8 billion, a leader in the market. Over 26 projects in the pipeline on both Commercial and residential front, ETA Star shines quite bright among the other Developers across the Gulf. ETA STAR PROPERTY DEVELOPERS LLC, a part of the well-known ETA ASCON conglomerate, is one of the leading property development companies in the Gulf countries. ETA Star was established with the prime objective of serving the burgeoning commercial opportunity in UAEs free hold market. The company offers the whole gamut of services in property development and hospitality services. ETA Star property in Dubai ,besides being the epitome of quality living appointed with tasteful luxury, is also competitive with international real estate markets. With the opening of the real estate market to freehold investors and prospective home buyers, ETA Star has embarked on a major program to develop commercial, residential and hospitality properties. ETA Star has launched over 4.5 million square feet of premium properties located at prestigious freehold areas of Dubai & Northern Emirates. ETA Star also has plans to 24

develop another 4 million square feet of commercial, residential and hospitality projects located in Business Bay, Arabian Bay, International Media Production Zone (IMPZ),Dubai Internet &Media city, a luxury resort &spa in the Jumeirah palm crescent besides a couple of hotels apartments, residential and commercial towers located in major districts of Dubai and other Northern Emirates. Recognizing the soaring potential of the Indian realty sector early on, ETA Star property Properties has already begun investing in prime locations across the country, building iconic properties with international appeal and world-class standards. ETA Star Property Developers are always in the forefront to harness the lands in Chennai to deliver the best buildings for commercial and residential occupation. The ETAs two major commercial projects in the SEZ category, the Technopark and the Techcity, will speak for ever on our style, design and engineering. All the projects of ETA take care of the existing flora and fauna in the area of construction and we in ETA Star are proud to deliver our product in an eco friendly environment. With operations in Mumbai and Bangalore, ETA star property developers are looking for ventures in Tier 2 and Tier 3 cities like Madurai, Coimbatore, Cochin, Pune and Goa. CURRENT PROJECTS: Techno Park at Old Mahabalipuram Road, Navalur, Chennai. Residential Project at Padur on Old Mahabalipuram Road, Chennai. Commercial Buildings, Anand Theatre, Anna Salai, Chennai. A Luxury Residential Apartment on Greenways Road, Chennai. Citi Center Shopping Mall/Multiplex/Hotel, Bangalore.

ETA Star Tech City: ETA Star Tech City is a Special Purpose Vehicle company of the property development arm of ETA Star to work on the proposed Integrated Township at sriperumpudur at an area of 350 acres. This Project Company is a Joint Venture Company between ETA Star Property Developers Ltd. (ETA SPDL) and Tamil nadu Industrial 25

Development Corporation Ltd (TIDCO).Unique concept of developing Integrated Township & Business City, by packaging economic themes with residential specific cluster benefits, integrating logistics solutions for business, residential infrastructure for employee communities and by raising the Expatriate Index by creating an international theme village are some of the USPs of this project. The Tech City aims to create an ecologically sensitive area, aimed to provide a dream lifestyle to everybody. Technopark An IT SEZ project developed by us in the IT Corridor of Chennai spans in an area of 41.6 lakh sq.ft. This has four blocks with two blocks of 3.1 lakh sq.ft each and the rest with 16.6 lakh sq.ft each. There will be a podium between these 4 blocks spread over 2.2 lakh sq.ft. This will encompass a Non-processing area comprising of retail, food court, convention hall, Multiplexes and others. ETA Technopark will have ample car parking space in the ratio of one car for every 600 sq.ft. of leasable area in the basement in addition to open car parking for two wheelers and bus marks. Residential Projects "Home Sweet Home" is the caption we always remember while developing any residential projects in ETA Star enabling us to prove to the world with rich fragrance of flowers in the minds of our customers. Jasmine Court, a landmark next to the Ramachandra Medical College in the Mount Poonamalle road, porur and the expected Rosedale in Rajiv Gandhi Road(OMR), Padur will stand as a testimony in our residential project. We can call these projects as mini townships, getting the luxury and basic needs at one podium. Our focus and execution of luxury apartments and villas are not too far and the satisfaction of hearing from our customers to know more before the launch make us ride the magical horse. Our new projects Sun City and Dolphin court are not far from sight to visualize them soon. Jasmine court: ETA Star, the first freehold property developer in the region to receive an ISO 9001: 2000 certification, has recently launched its first residential project in Chennai, 26

India, representing the start of the company's AED 11 billion investment foray into the Tamil Nadu region 'Jasmine Court' residential development, offering investors mixed-size apartments distributed over 4.4 acres of landscaped property near the Chennai International Airport, with facilities including a children's play area, a swimming pool, a gymnasium and basketball court. ETA Star Rosedale: Down the OMR, surrounded by the much coveted IT Corridor of Chennai is ETA Star Rosedale. Padur, Rosedale is the residential community for those wanting a place that will give them an upscale-lifestyle. Rosedale spreads across 6.89 acres of landscaped area. It is a green haven with every step landscaped in tune with the theme of 'rose'. it is projected that over 2 lakhs IT / ITES people are working in this area and this area is expected to see a new community of people, living and working in this place. ETA Le Chalet: At Le chalet, an exclusive gated society at sriperumbudur. Spread over 22 acres this private colony has around 400 homes. Le chalet is a joint venture of ETA Star property and the Baashyaam Group. ETA Star Infrastructure India's infrastructure has been expanding at a rapid pace to support the economic growth rate of over 9 per cent. According to the consultation aper circulated by the planning commission, a massive US$ 494 billion of investment is proposed for the eleventh plan period (2007-12), which would increase the share of infrastructure investment to 9 per cent of GDP from 5 per cent in 2006-07. This translates roughly into US$ 40 billion annual additional investment. ETAs Infrastructure division, who are pioneers in building light houses, dams, highways, bridges, flyovers, air terminals and more are always in the race to exhibit their quality in time with a clear focus on public usage and comfort. In these lines our fresh from farm assignments, the two idle projects in Meghalaya at an estimated USD125 million and the six lane development in Gurgaon-Jaipur section of NH8 of a project cost worth USD750 million stands as a testimony, not only for our commitment but also for our established strength in executing the work with utmost accuracy. The above projects are on BOT agreement with the Government of India and the respective states, and our Built on Trust takes one and all to offer more in our plate. 27

CHAPTER-III REVIEW OF LITERATURE


The father of our nation, Mahatma Gandhi, emphasized consumer as A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an outsider to our business. He is part of it .we are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so. 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. Marketing has been conceptualized and accepted as an activity directed at satisfying needs and wants through exchange processes. The "Marketing Concept" is essentially the satisfaction of customer needs through integrated marketing with the intent to satisfy the customer while earning a profit. The basic idea is that a satisfied customer will be more likely to repurchase, leading to increased sales and market share for the firm. The paramount goal of marketing is to understand the consumer and to influence buying behaviour. Customer satisfaction being the primary objective, it becomes

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imperative to understand customer expectations and measure customer satisfaction to understand customer behavior. There has been a shift from transactions to a relationship focus in marketing. Customers become partner and firm must make long term commitments to maintaining those relationships with quality, services and innovation. Relationship marketing is a philosophy of doing business, a strategic orientation, that focus on keeping and improving new customer rather than acquiring new customer According to L.L.berry the primary goal of relationship marketing is to build and maintain a base of committed who are profitable for the organization.t o achieve this goal, the will focus on the attraction, retention, and enhancement of customer relationship. According to Philip Kotler the particular strategy an organization uses to retain its current customers can and should be customized to fit the industry the culture and the customer needs of the organization.Good relationship strategy require effective market segmentationto identify who the organization wants to have relationship[ with continous development of services that evolve to suit needs of these relationships customers Customer service is the cornerstone of a solid, thriving business. It costs six to thirty times more to get a new customer than it does to service and maintain the satisfaction and loyalty of an existing customer. Companies struggle to cut costs without realizing that customer attrition might be the single largest cost they have. Keeping customers happy has the same bottom line effect as cutting costs. Increase your customer retention by 5%, and you could increase your profits 25% to 100%. But you wont get there by providing the same average service as everyone else. 29

CHAPTER III

RESEARCH METHODOLOGY

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CHAPTER -IV
4. RESEARCH METHODOLOGY: Methodology is an essential aspect of any project or research. It enables the researches look at the problem in a systematic, meaningful and orderly way. Methodology comprises the sources of data, selection of data, various designs and techniques used for analyzing the data. Research methodology involves the various steps that have been adopted by the researcher in solving the research problems at hand. Methodology is the backbone of the project work. It includes Sample, Sample Size, Methods of Data collection, Tools used for studying the problem. 4.1 Research Design: The research design involves opinion surveys and fact-finding enquiries including the determination of variables that are associated. 4. 2 Sources of Data Collection: Data is the unprocessed information. It is the basic factor, which gives the information about the problem. Data are of two types namely Primary data Secondary data

Primary Data: 31

This is the data, which is collected by the researcher using a Questionnaire. Secondary Data: The data, which are already collected, are called secondary data. Secondary data are those which have already been collected by some one else which have already been passed through the statistical process.. The secondary data and other relevant information for this study such as, books, journals, company websites, and paper publications. 4. 3 Sampling Method: Convenience sampling technique is used for sampling. Sample Size: From the total of 200 present customers of the company, samples of 140 were chosen are contacted Data collection methodology: For data collection Questionnaire is used. The questionnaire will have a set of questions based on the study topic. The respondents have to fill up the questionnaire after going through it

4. 4 TOOLS OF 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. This is essential for a scientific study for ensuring that we have all relevant data for making contemplated comparisons and analysis. Technically speaking, processing implies editing, coding, classifications and tabulation of collected data so that they are amenable to analysis. The term analysis refers 32

to the consumption of certain measures along with searching for patterns of relationship that exist among data groups. Analysis of a data in a general way involves a number of closely related operations, which are performed with the purpose of summarizing the collected data and organizing these in a manner that they answer the research question. The following tools are used for analysis of data. 1. Percentage method 2. Rank correlation 3. Chi square test 4. ANOVA Percentage Method: By percentage method, we can simplify the data by putting percentage and reducing all of them to a 0 to 100 range. Through the use of percentage, the data are reduced in the standard form with base equal to 100 which facilities the relative comparison. Number of response ________________________ Total number of respondents Rank correlation: Under this method, the individuals in the group are arranged in order and there by assigning number to each individual indicating its rank in the group. Rk = 1 - 6 ED 2 N3 - N Chi square test: X 100

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Chi square is a statistical measure used in the context of sampling analysis for comparing a variance to a theoretical variance.Conditions for the application of Chi square test Before applying Chi suare the following conditions should be satisfied 1.Observations recorded and used are collected on a random basis 2. All the items in the sample must be independent. 3. No group should contain few items; less than 5,regrouping are to be done. 4. The overall number of items must also be reasonably large Steps involved in applying Chi square: 1. Calculation of expected frequencies: Expected frequency = (row total for the row of that cell)* (Column total for the column of that cell) -----------------------------------------------Grand total 2. Calculated the difference between observed frequency and expected frequency and the square of that (Oi-Ei)2 3. Divide the quantity (Oi-Ei)2 with corresponding expected frequency i.e (Oi-Ei)2 ------Ei 4. find the summation of (Oi-Ei)2 --------34

Ei U2 = E (Oi-Ei)2 -----------Ei Chi square as such should be compared with relevant table value of Chi suare at 5% level of significance Observed frequency Oi Expected Frequency Ei (Oi-Ei) (Oi-Ei)2 (Oi-Ei)2/Ei

Here Oi Observed Frequency Ei Expected Frequency Degree of Freedom =(c-1) (r-1) Analysis Of Variance: The analysis of variance frequently referred to by the contraction ANOVA is a statistical technique specially designed to test whether the means of more than two quantitative populations are equal. There are two types of classification. 1) ONE WAY classification 2) TWO WAY classification

In one way classification the data are classified according to only one criterion. In Two way classification the data are classified according to two criterions. In Two way classification the analysis of variance table takes the following form.

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Sources Variation Between Samples Between Rows Residual Error TOTAL

of Sum of Degree Squares Freedom

of Mean sum of squares Ratio of F

SSC SSR or SSE SST

( C-1 ) ( r-1 ) ( c-1 ) ( r-1 ) n-1

MSC=SSC \ ( C-1 ) MSR= SSR \ ( r-1 ) MSE=SSE\ ( r-1 ) ( c-1 )

MSC\MSE MSR\MSE

SSC = Sum of Squares between columns SSR = Sum of Squares between Rows. SSE = Sum of Squares due to error SST = Total Sum of squares SSE = SST [ SSC + SSR ] The F values are calculated as follows F = MSC / MSE F = MSR / MSE

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CHAPTER V DATA ANALYSIS & INTERPRETATION


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CHAPTER-V
DATA ANALYSIS AND INTERPRETATION
The tables represent the data being collected for the study. Applying the research methodology, this data has been analyzed and interpreted. 5 .1 Distribution of Respondents by their Age Table - 1 SNO 1 2 3 4 AGE BELOW 25YRS 25-35 YRS 36-45 46 and ABOVE TOTAL RESPONDTS 20 28 44 48 140 PERCENTAGE 14% 20% 31% 35% 100 %

Interpretation:
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From the above table it is clear that show the age-wise classification of the respondents. Among 140 respondents 31% of the respondents come under the age group of 36-45 years 35% of the respondents under the age group of 46 and above years 20% of the respondents under the age group of 25-35 years 15% of the respondents under the age group of Below 25 years.

5 .1 Distribution of Respondents by their Age

Chart- 1

39

AGE

14% 35% 20% BELOW 25YRS 25-35 YRS 36-45 46 AND ABOVE 31%

5 .2 Distribution of Respondents by their Qualification Table - 2

S.NO

QUALIFICATION 40

RESPONDENTS

PERCENTAGE

1. 2. 3.

Under graduate Post graduate Others TOTAL

40 70 30 140

29% 50% 21% 100 %

Interpretation:
The above table explains educational qualification of the respondents. Out of 140 respondents 29% of the responses are under graduate. 50% of the responses are post graduate.

5 .2 Distribution of Respondents by their Qualification

Chart -2 41

EDUCATIONAL QUALIFICATION
60 50 40 30 20 10 0 Under Graduate Post Graduate Others

5 .3 Distribution of Respondents by their Occupation Table - 3

S.NO 1

OCCUPATION BUSINESS 42

RESPONDENTS 40

PERCENTAGE 29 %

2 3 4 5

PROFESSIONAL GOVERNMENT JOB PRIVATE JOB SELF EMPLOYED TOTAL

30 20 40 10 140

21 % 14 % 29 % 7% 100 %

Interpretation:
The above table clearly shows that 29% of the respondents are business man. 21% of them are performing professional jobs. 14% of them are Government employees. 29% of them are in Private jobs. Remaining 7% of them are self employed.

5.3 Distribution of Respondents by their Occupation Chart - 3

43

OCCUPATION

7% 29%

29%

BUSINESS PROFESSIONAL GOVT PVT SELF EMPLOYED

14%

21%

5 .4 Distribution of Respondents by their Income Table -4 . S.NO 1 INCOME 5-8 LAC 44 RESPONDENTS 10 PERCENTAGE 7%

2 3 4

8-10 LAC 10-15 LAC 15 LAC AND ABOVE TOTAL

28 34 68 140

20 % 24 % 49% 100 %

Interpretation:
From the above table it is clear that 7% of respondents are comes under the category of 5-8 lakhs, 20% of the respondents are the between 8-10 lakhs. 24% of them comes under 10-15 lakhs and 49% of respondents earn above15 lakhs.

5.4 Distribution of Respondents by their Income

Chart -4

45

70 60 50

68

ANNUAL INCOME
30 20 10 10 0 24

40

30

5-8 LAC

8-10 LAC

10-15 LAC

15 LAC AND ABOVE

5 .5 Distribution of Respondents in terms of awarness through media Table-5

46

S.NO 1 2 3 4

MEDIA NEWSPAPER/MEDIA HOARDINGS KNOWN PERSON OTHERS

RESPONSES 77 8 43 24 TOTAL 152

PERCENTAGE 51 % 5% 28 % 16 % 100 %

Interpretation:
Out of responses 51% of them are aware through newspaper. 28% of them came to know about ETA through known person. 5% of them are aware through hoardings.

5 .5 Distribution of Respondents in terms of awarness through media Chart - 5

47

MEDIA
90 80 70 60 50 40 30 20 10 0 A B C D
A) NEWSPAPER B) HORDINGS C) KNOWN PERSONS D) OTHERS

48

5 .6 Distribution of Respondents in terms of their preference for type of building

Table - 6

S.NO 1 2 3 4

TYPE OF BUILDING LUXURY FLATS VILLA DUPLEX HOUSES APARTMENTS

RESPONDENTS 38 18 42 42 TOTAL 140

PERCENTAGE 27 % 13 % 30 % 30 % 100%

Interpretation:
30% of the respondents preferred apartment and another 30% of them preferred Duplex houses. 27% the respondents preferred luxury flats Where as 13% of the respondents preferred villa

49

5 .6 Distribution of Respondents in terms of their preference for type of building

Chart -6

50

TYPE OF BUILDING

30%

27%
Luxury flats villa Duplex houses

13% 30%

Apartments

5 .7 Distribution of Respondents by their Affordable Budget Table - 7

S.NO 1 2 3 4

AFFORDABLE BUDGET REPONDENTS 35-40 LAC 66 40-50 LAC 34 51 50-60 LAC 16 60 LAC AND ABOVE 24 TOTAL 140

PERCENTAGE 48 % 24 % 11 % 17 % 100%

Interpretation:
Out of 140 respondents 48% of them want flat for 35-40 lakhs 24% of respondents preferred flat cost between 40-50 lakhs.

5 .7 Distribution of Respondents by their Affordable Budget

Chart - 7

52

70 60 50 40 30 20 10 0

66

34 24 16

35-40 Lac

40-50 Lac

50-60 Lac

60 Lac and Above

5.8 Distribution of Respondents in terms of their preference for type of flat

Table - 8

53

S.NO 1 2 3 4

FLAT 2BHK 3BHK 2BHK+STUDY 3BHK+STUDY

RESPONDENTS 20 54 58 8 TOTAL 140

PERCENTAGE 14 % 38 % 42 % 6% 100

Interpretation:
From the above table it is clear that 42% of the respondents preferred 2Bhk +study The remaining is 38% of them preferred 3bhk.

5 .8 Distribution of Respondents by their Flat

Chart - 8

54

6%

14%

2BHK 3BHK

42%

38%

2BHK+STUDY 3BHK+STUDY

5 .9 Distribution of Responses by their Property choice

Table - 9

55

S.NO 1 2 3 4

PROPERTY BRAND NAME REPUTATION QUALITY OTHERS

RESPONSES 48 58 42 6 TOTAL 154

PERCENTAGE 31 % 38 % 27 % 4% 100 %

Interpretation:
From the above table it explains that 38% of respondents choose ETA for their Reputation 31% of respondents choose for their brand name. 42% of respondents choose ETA for their quality.

5 .9 Distribution of Respondents by their Property choice Chart - 9

56

4% 27%

31%

BRAND NAME REPUTATION QUALITY OTHERS

38%

5 .10 Distribution of Respondents in terms of factors Table - 10

57

S.NO 1 2 3 4 5 6

RANK AMENITIES VAASTHU SECURITY LOCATION INFRASTRUCTURE OTHERS

RESPONDENTS 36 26 31 49 17 2 TOTAL 161

PERCENTAGE 22 % 16 % 19 % 31 % 10 % 1% 100 %

Interpretation:
31% of respondents ranked location as the most important factor for buildings 22% of respondents are for Amenities. 19% of them ranked security as important factor. 16% of them ranked vaasthu as important factor. Where 10% of them said infrastructure is an important factor.

5 .10 Distribution of Respondents in terms of factors Chart 10

58

AMENITIES

1% 11% 31% 22% 16% 19%

VAASTHU SECURITY LOCATION INFRASTRUCTURE OTHERS

5 .11 Distribution of Respondents in terms of their preference over Intercom facility

Table - 11 59

S.NO 1 2

INTERCOM YES NO

RESPONDENTS 60 80 TOTAL 140

PERCENTAGE 43 % 57 % 100 %

Interpretation:
Out of 140 respondents it is clear that 43% of respondents preferred to have intercom facilities. 57% of respondents does not preferred intercom facility for their flat.

5 .11 Distribution of Respondents in terms of their preference over Intercom facility Chart - 11 60

INTERCOM FACILITY

43% 57%

YES NO

5 .12 Distribution of Respondents in terms of availing Home Loan Table -12 61

S.NO 1 2

HOME LOAN YES NO

RESPONDENTS 134 6 TOTAL 140

PERCENTAGE 96 % 4% 100 %

Interpretation:
Out of 140 respondents it is clear that 96% of respondents are interested in availing home loan. Where only 4% of them are not interested in availing home loans.

5 .12 Distribution of Respondents in terms of availing Home Loan Chart - 12 62

HOME LOAN

4%
YES NO

96%

5 .13 Distribution of Respondents in terms of preference for Financial Institution 63

Table - 13

S.NO 1. 2. 3. 4.

FIANCIAL INSTITUTION RESPONDENTS NATIONALIZED BANKS 78 PVT BANKS 56 NON BANKS 6 OTHERS 0 TOTAL 134

PERCENTAGE 56 % 40 % 4% 100 %

Interpretation:
From the above table it is clear that 56% of them preferred to go for nationalized bank. 40% of them preferred private banks. Only 4% of them preferred non bank

5 .13 Distribution of Respondents in terms of preference for Financial Institution Chart - 13

64

FINANCIAL INSTITUTION

4%

NATIONALIZED BANKS PVT BANKS

42%

54%

NON BANKS

OTHERS

5 .14 Distribution of Respondents in terms of awareness through media 65

Table - 14

S.NO 1 2 3 4

BANKS RESPONDENTS NEWSPAPER/MEDIA 90 HOARDINGS 14 ETA STAR EXECUTIVE 20 OTHERS 10 TOTAL 134

PERCENTAGE 67 % 10 % 15 % 8% 100 %

Interpretation:
From the above table it is clear that 67% of respondents are aware of these banks through Newspaper. 20% of them are aware through ETA executives. 10% of followed Hoardings.

5 .14 Distribution of Respondents in terms of awareness through media

Chart - 14

66

ETA STAR EXECUTIVE 15% HOARDINGS 10%

OTHERS 7%
NEWSPAPER/MEDIA

HOARDINGS ETA STAR EXECUTIVE OTHERS

NEWSPAPER/ MEDIA 68%

5.15 Distribution of Respondents in terms of builder recommendation for bank

Table - 15

67

BUILDER S.NO 1 2 RECOMMENDATION RESPONDENTS YES 93 NO 47 TOTAL 140 PERCENTAGE 67 % 33 % 100 %

Interpretation:
Out of 140 respondents it is clear that 67% of them accept if builders recommend a bank for home loan and 33% of them said no for builders recommendations.

5 .15 Distribution of Respondents in terms of builder recommendation for bank Chart - 15

68

BUILDER RECOMMENDATION

33% 67%

YES NO

5 .16 Distribution of Respondents in terms of preference for interest

Table - 16

69

S.NO 1 2

INTEREST FLOATING FIXED

REPONDENTS 102 38 TOTAL 140

PERCENTAGE 73 % 27 % 100 %

Interpretation:
Out of 140 respondents it is clear that 73% of respondents preferred floating rate of interest and 27% of respondents are for fixed interest rate.

5 .16 Distribution of Respondents in terms of preference for interest

Chart - 16

70

TYPE OF RATE OF INTEREST

27%
FLOATING FIXED

73%

5 .17 Distribution of Respondents in terms of preference for tenure for repayment

Table - 17

71

S.NO 1 2 3 4

TENURE UPTO 5YRS 10YRS 10-15YRS 15-20 YRS

RESPONDENTS 10 42 63 25 TOTAL 140

PERCENTAGE 7% 30 % 45 % 18 % 100 %

Interpretation:
From the above table it is clear that 45% of them preferred 10 to 15 years as tenure for repayment 30% of them preferred 10 years tenure 18% of them preferred tenure of 15-20 years and Only 7% want tenure period upto 5 years.

5 .17 Distribution of Respondents in terms of preference for tenure for repayment Chart - 17

72

TENURE FOR REPAYMENT 7%

18%

UPTO 5YRS

30%

10YRS 10-15YRS 15-20 YRS

45%

5 .18 Distribution of Respondents in terms of percentage of Cost required as loan Table - 18

73

S.NO 1 2 3

Percentage of loan required RESPONDENTS UPTO 70% 16 70-85% 33 85-90% 91 TOTAL 140

PERCENTAGE 11% 24% 65% 100 %

Interpretation:
From the above table it is clear that 65% of them prefer 85 to 90% of cost of the flat as loan 24% of respondents preferred 70 to 85% as loan. 11% of respondents preferred loan up to 70%.

5.18 Distribution of Respondents in terms of percentage of Cost required as loan Chart - 18

74

11%

UPTO 70% PERCENTAGE OF LOAN REQUIRED 70-85% 85-90% 65%


24%

5 .19 Distribution of Respondents in terms of customer service Table - 19 75

S.NO 1 2 3 4 5

ETA RESPONDENTS HIGHLY SATISFIED 42 SATISFIED 56 AVERAGE 36 DISSATISFIED 6 HIGHLY DISSATISFIED 0 TOTAL 140

PERCENTAGE 31% 40% 25% 4% 0 100 %

Interpretation:
40% of respondents are satisfied with ETA 31% of respondents are highly satisfied with the companies performance.

5 .19 Distribution of Respondents in terms of customer service Chart - 19 76

CUSTOMER SERVICE
HIGHLY SATISFIED

4%0% 25% 31%

SATISFIED

AVERAGE

DISSATISFIED

40%

HIGHLY DISSATISFIED

5 .20 Distribution of Respondents by their preference over ETA

Table - 20

77

S.NO 1 2 3

MOST BETTERBUSINESS RELATIONSHIP CUSTOMERSERVICE OTHERS TOTAL

RESPONDENTS 54 82 4 140

PERCENTAGE 39% 59% 2% 100 %

Interpretation:
Out of 140 respondents 59% of respondents are for customer service and 39% of respondents are for better business relationship

5 .20 Distribution of Respondents by their preference over ETAt

Chart - 20 78

2% 39% 59%

BETTER BUSINESS RELATIONSHIP CUSTOMER SERVICE OTHERS

STATISTICAL ANALYSIS
CHI SQUARE TEST Hypothesis:

79

To find out the relation between building and the customer satisfaction of the respondents Null Hypothesis: HO : There is no significant relationship between building and the customer satisfaction of the respondents Alternative Hypothesis: H1 : There is a significant relationship between building and the customer satisfaction of the respondents Find out tabulated value Tabulated value is found out from the table at a specified significant level. If the calculated value is less then the table we have to accept the hypothesis If the calculated value is higher than the table we have to reject the hypothesis Association between building and customer satisfaction:

80

type of building prefered * feedback about customer satisfaction Cross tabulation Count feedback about customer satisfaction highly satisfied luxury flat type of building prefered Total villa duplex houses apartments 5 4 18 15 42 satisfied 21 10 12 12 55 average 11 2 10 14 37 dissatisfied 1 2 2 1 6 Total 38 18 42 42 140

Chi-Square Tests Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 17.997a 18.435 1.457 140 df 9 9 1 Asymp. Sig. (2sided) .035 .030 .227

INFERENCE: Since the calculated value is less than the table values the hypothesis is accepted. So it can be concluded that there is no significant relationship between type of building and Customer Satisfaction of the company concerned

RANK CORRELATON
81

Correlation between Amenities and security factor which considered important for the apartments To find out relationship between Amenities and security the research used by KarlPearsons Correlation between Amenities and security AMENITIES 34 30 20 26 16 8 RANK 1 2 4 3 5 6 SECURITY 38 16 32 18 22 14 RANK 1 5 2 4 3 6 D -3 2 -1 2 D2 9 4 1 4 18

Correlation Coefficient = 1- 6ED2/ n3- n = 1- 6(18)/63 -6 = 1- 108/210 = 1-0.514 = 0.48 The value is positive Since there is a low degree Of positive Correlation it is infered that amenities and Security factor may not have influence on one another.

ANOVA CALCULATIONS ANNUAL INCOME VS BUDGET OF FLAT 82

Budget Annual Income 5 8 LACS 8 10 LACS 10 15 LACS ABOVE 15 LACS TOTAL 35 40 LACS 4 9 15 38 66 40 50 LACS 3 8 10 13 34 50 60 LACS 1 5 3 7 16 ABOVE 60 LACS 2 6 6 10 24 TOTAL 10 28 34 68 140

HYPOTHESIS: There is a significant difference in the Annual Income of the customer and Flat budget preferred by customer Correction factor = 140*140 = 19600 = 1225 16 16 Sum of squares between column = 662 + 342 + 162 + 242 4 = 1586 correction factor = 1586 - 1225 = 361 V = c -1= 4-1 =3 Sum of squares between rows = 342 + 282 + 102 + 682 4 = 1666 1225
_ _

correction factor

correction factor

= 441

Total of sum of squares = 42 + 32 + 12 + 22 + 152 + 102 + 32 + 62 + 382 + 132 + 72 + 92 + 82+ 52 + 62 + 102 _ correction factor = 2378 - 1225= 1153 83

Sum of squares of Residual: = 1153 - ( 441 + 361 ) = 351 V =(41)(41) = (3) (3) = 9

Sources of Variation

Sum of Squares

Degree of Freedom

Mean sum of squares

Ratio of F

Between Samples

361

120.33

3.085

Between Rows

441

147

3.769

Residual or Error

351

39

1153 Degree of freedom = ( 3,9 ) ( 3,9 ) Calculated value 3.085 3.769

15

table value 3.86 3.86

Hence the calculated value is less than the table value so the hypothesis is accepted at 5% level of significance. There is a significant difference in the Annual Income of the customer and Flat budget preferred by customer

ANNUAL INCOME VS TENURE FOR REPAYMENT

84

Tenure of repayment Annual Income 5 8 LACS 8 10 LACS 10 15 LACS ABOVE 15 LACS

UPTO 5YRS 1 2 2 5 10

5-10 YEARS 3 9 11 19 42

10-15 YEARS 4 16 11 32 63

15 20 YEARS 2 1 10 12 25

TOTAL 10 28 34 68 140

TOTAL

HYPOTHESIS: There is a significant difference in the Annual Income of the customer and in their tenure for repayment Correction factor = 140*140 = 19600 = 1225 16 16 Sum of squares between column = 102 + 422 + 632 + 252 4
_

correction factor

= 1614.5 correction factor = 1614.5 - 1225 = 389.5 V = c -1= 4-1 =3 Sum of squares between rows = 342 + 282 + 102 + 682 4 = 1666 1225
_

correction factor

= 441

Total of sum of squares = 12 + 32 + 42 + 22 + 22 + 92 + 162 + 12 + 22 + 112 + 112 + 102 + 52+ 192 + 322 + 122 _ correction factor = 2272 - 1225= 1047 85

Sum of squares of Residual: = 1047 - ( 441 + 389.5 ) = 216.5 V =(41)(41) = (3) (3) = 9

Sources of Variation

Sum of Squares

Degree of Freedom

Mean sum of squares

Ratio of F

Between Samples

389.5

129.83

5.39

Between Rows

441

147

6.11

Residual or Error

216.5

24.05

1153 Degree of freedom = ( 3,9 ) ( 3,9 ) Calculated value 5.39 6.11

15

table value 3.86 3.86

Hence the calculated value is more than the table value so the hypothesis is rejected 5% level of significance. There is no significant difference in the Annual Income of the customer and in their tenure of payment.

86

CHAPTER VI

FINDINGS

5. SUMMARY OF FINDINGS & SUGGESTIONS:


87

5.1 FINDINGS:
The following are the finding of the present study. service Majority (35%) of the respondents are under the age group of above 46 years. Majority (50%) of the respondents are postgraduate. Majority (29%) of the respondents are businessman and private employees. Majority (49%) of the respondents are earning 15 lakhs & above per annum. Majority (51%) of the respondents came to know about ETA through newspaper/media. Majority (30%) of the respondents preferred apartments and duplex houses. Majority (48%) of the respondents are preferred flat range between 35-40 lakhs. Majority (42%) of the respondents preferred 2BHK+study. Majority (38%) of the respondents choosed ETA for its reputation. Majority (31%) of the respondents ranked location as a most important factor for a building. Majority (43%) of the respondents preferred intercom facility in their flat. Majority (96%) of the respondents preferred home loan. Majority (56%) of the respondents preferred nationalized banks. Majority (67%) of the respondents are aware about these banks through newspaper/media Majority (67%) of the respondents accept the Bank recommended by the builders Majority (73%) of the respondents preferred floating rate of interest. Majority (45%) of the respondents preferred 10 - 15 yrs as their tenure for repayment Majority (65%) of the respondents preferred 85 90% cost of the flat as loan Majority (40%) of the respondents of them are satisfied with customer service offered by ETA Star. Majority (59%) of the respondents of them preferred ETA for their customer

88

CHAPTER VII

SUGGESTIONS

89

SUGGESTIONS: ETA Star Property Developers may further improve their relationship with their customers. ETA Star Property Developers may improve their customers relationdepartment to identify all the needs expectations and satisfaction of the customer who are approaching them ETA STAR Property Developers can concentrate on media also because it leads to increase their sales ETA STAR Property Developers can rise importance to duplex type of apartment because customers have equal preference over luxury apartments. ETA STAR Property Developers can make joint venture with Banks in order to provide better mortgage facilities or Home loans for the customers. ETA STAR Property Developers can make periodical customer grievances meeting for getting the feed back about their product and earn good will. ETA STAR Property Developers may still improve better relationship with all banks by having regular meetings with decision making authorities once in three months

90

CHAPTER VIII

CONCLUSION

CONCLUSION:

The researcher has complete the project namely, ANALYSIS OF CUSTOMER RELATIONS SERVICES WITH REFERENCE TO AVAILING OF HOME LOANS FROM BANKS IN ETA STAR GROUP IN CHENNAI CITY. Customers who have been contacted have expressed their fullest satisfaction in the performance and credibility of the organization. 91

Its appears that the dream of the home loan seekers have come true and number of families have been benefited with existing quality of construction as well as speed in which the bank loans where disbursed.

92

BIBLIOGRAPHY & REFERENCE

93

BIBLOGRAPHY: Philip kotler, Marketing Management, Prentice Hall of India pvt limited , NewDelhi ;2006 Kothari C.R; Research Methodology, Sultan Chand&Sons, New Delhi;1997. A.Sriramulu, Higher Secondary First year Commerce, Nagiah chetty & co,Chennai;2005 Pillai. R.S.N & Bagavathi,Marketing; Sultan Chand&Sons, New Delhi;2004

Websites:
www.etastar.com www.google.com www.yahoo.com www.wikipedia.com www.apnaloan.com www.lichousingloan.com www.icici.com www.sbihomeloan.com www.iob.com

94

ANNEXURES

95

ANALYSIS OF CUSTOMER RELATIONS SERVICES WITH REFERENCE TO AVAILING OF HOME LOANS FROM BANKS A STUDY FOR ETA STAR GROUP IN CHENNAI CITY

QUESTIONNAIRE 1. Name of the customer: 2. Age: a) BELOW 25YRS b) 25-35 YRS c) 36-45YRS d) 46 AND ABOVE 3. Educational Qualification: a) Undergraduate b) post graduate c)others 4. Occupation: a) Business b) Professional C) Govt d) Pvt e) Self Employed

5. Income [per annum]: a) 5 - 8 Lac b) 8 - 10 Lac c) 10 15 Lac d) 15 Lac and above 6. How do you come to know about the company ETA Star: a) Through Newspaper/Media b) Through Hoardings Known person d) Others (please specify) ---------7. 8. 9. What type of building property you prefer: a) Luxury Flats b) Villa c) Duplex Houses d) Apartments At what budget do you want a flat: a) 35 40 Lac b) 40 - 50 Lac c) 50 60 Lac d) 60 Lac and above c) Through

What type of flat/Apartment you prefer to buy: a) 2BHK b) 3BHK c) 2BHK+Study d) 3BHK+Study

10. Why do you choose ETA Star Property Developers : a) Brand Name b) Reputation c) Quality d) others 11. Rank the below factors which you consider as important for the flats: 96

a) Amenities b) Vaasthu c) security d) location e) Infrastructure f) others (please specify) 12. Do you prefer a flat with Intercom facilities connecting other flats: a) Yes b) No

13. Are you interested in availing a home loan: a) Yes b) No 14. Which financial institution you prefer if you are going for a home loan: a) Nationalized Banks b) Private Banks c) Non Banking Financial Institution d) Others (please specify) ---------------------15. How do you come to know about these banks: a) Through Newspaper/Media b) Through Hoardings c) Through ETA Star executive d) others (please specify) 16. Will you accept if the builder recommends a bank for availing home loan : a) Yes b) No 17. What will be your preference on the rate of interest for home loan : a) Floating b) Fixed 18. What will be your tenure for repaying the home loan: a) upto 5 yrs b) 10 yrs c) 10 to 15yrs d) 15 to 20 years 19. How much percentage of the cost do you require the loan: a) Upto 70% b) 70 to 85% c) 85 to 90 % 20. Give your feed back about the Customer Service of ETA star company: a) Highly satisfied b) satisfied c) average d) dissatisfied e) highly dissatisfied 21. Which of the following do you think will make ETA the most preferred company: a) Better business relationship b) Customer service c) others please specify.

97

98