ANALYSIS AND FINDINGS

1 ) AGE

AGE (YEARS)

20% Below 30
27%
31-50
Above 51

53%

AGE No. Of
Respondents
Below 30 28
31-50 56
Above 51 21
TOTAL 105

The analysis depicts that –

1. 27% of the respondents are below 30 years. Due to the age benefit this group has the
highesh benefit and options available.
2. 53% of the respondents are between the age group of 31-50. This constitutes a major
amount. This is because during the time of research the customers who had loan on going
with HDFC Ltd have been considered aswell.
3. The lowest perecentage which is 20% is above 51 age this is because most of the
customers wish to finish off their loan. Most of them go for prepayment. Also, since age
is one of the most important factors considered during a loan application, financial
institutions usually try restricting the home loan tenure to a person’s retirement age,
making 60 the age limit.
 2) OCCUPATION

OCCUPATION

Salariad
29%
36%
Self Employed professional

10% Home maker

25%
Self employed business

Occupation No. of respondents

Salariad 38
Self Employed 26
professional
Home maker 11
Self employed business 30
TOTAL 105

The above analysis depicts that –

1. Employment Stability: It’s a crucial aspect for home loan consideration. Unless the
applicant is salaried and employed for at least 2 years in the current profession or if the
applicant is self-employed with minimum 5 years of total earnings loan will not be
processed.
2. The maximum amount of people are salaried with 36%
3. Which is followed by self employeed business 29% and self employed professional
25%
4. The least is home maker. This is because a home maker can not be the applicant but can
only be the co applcant since salary or fixed income is considered before processing the
loaan.
3) Amount of loan (Rupees)

AMOUNT OF LOAN (RUPEES)

23% Upto 30 Lakhs

30%
30.01-75 Lakhs

75.01 Lakhs and above

47%

Amount of loan No. of respondents

Upto 30 Lakhs 32
30.01-75 Lakhs 49
75.01 Lakhs and above 24
TOTAL 105

The anaylsis depicts that –

1. Maximum customers take a loan abve 30 lakhs and between 75 lakhs, the percentage of
these customers is 47%
2. There are 30% Customers who take a loan for amount less that 30 lakhs. These are mostlt
loans taken in rural areas and under the pradhan mantri awaz yojna. Most of these
customer are buying home nd taking home loans for the fisrt time.
3. 23% of the custokmers taken loan above 75.01 lakhs.
4) From where do you get information about home loan schemes?

10% newspaper
23%
television
agents/executives
32%
friends/family
34%

1. Most of the customers that is 34% of customer got information through television
regarding the home loan schemes.
2. 32% of the customers got information through agents and executives. This percentage
should have been more and this explains us that the salesforce needs to work better
and generate more leads.
3. 23% of the customers got information through newspaper advertisements and
remaining 11% through referals.

5) Is this your first home loan?

 25%
Yes No

75%

First home loan No of respondents

Yes 79
No 26
Total 105

6) If No, From which instituition did you take the loan before?
 NAME OF THE INSTITUITION

15%
31% SBI ICICI
15% HDFC PNB

8% LIC
31%

Instituition No. Of
respondents
SBI 8
ICICI 2
HDFC 8
PNB 4
LIC 4
total 26

7) Type of Loan currently taken (purpose)

 TYPE OF PURCHASE

under construction
24% 29% resale
renovation
balance transfer
16%

31%

Type of loan No. Of respondents

Under construction 30
Resale 33
Renovation 17
Blanace Transfer 25
Total 105
8) Please choose the most important factor that you consider before taking a home loan?

FACTORS CONSIDERED

9% Rate Of Interest
14% 31% Loan Amount

10% Loan Tenure

12%
Loan Processing Time
23%
PF And Other charges

Customer service

Factors considered No of
respondents
Rate Of Interest 33
Loan Amount 24
Loan Tenure 13
Loan Processing 11
Time
PF And Other 15
charges
Customer service 9
Total 105
9) Please rate the following instituitions on the basis of your level of satisfaction
RATE OF INTEREST

RATE OF INTEREST
45
39
40 36
35 33
NUMBER OF RESPONSES

29
30
23 24
25
20
14
15 10
10
5 2
0
0
Highly Dissatisfied Not Satisfied Neutral Satisfied Highly Satisfied

LEVEL OF SATISFACTION

HDFC SBI

RATE OF HDFC SBI

INTEREST
Highly 2 0
Dissatisfied
Not 36 23
Satisfied
Neutral 14 10
Satisfied 29 33
Highly 24 39
Satisfied
TOTAL 105 105
 10) Please rate the following instituitions on the basis of your level of satisfaction
CUSTOMER SERVICE

CUSTOMER SERVICE
60 57

50
NUMBER OF RESPONSES

40 38
36

30
24
21
20
11 11
9
10
3
0
0
Highly Dissatisfied Not Satisfied Neutral Satisfied Highly Satisfied

LEVEL OF SATISFACTION

HDFC SBI

HDFC SBI
Highly Dissatisfied 0 9
Not Satisfied 21 36
Neutral 3 11
Satisfied 57 38
Highly Satisfied 24 11
105 105
11) Please rate the following instituitions on the basis of your level of satisfaction

LOAN SANCTIONING TIME

LOAN SANCTIONING TIME

45
40
40
34
NUMBER OF RESPONSES

35
30 28
25 21
19 20
20 17
15 14
11
10 6
5
0
Highly Dissatisfied Not Satisfied Neutral Satisfied Highly Satisfied
LEVEL OF SATISFACTION

HDFC SBI

HDFC SBI
Highly Dissatisfied 14 19
Not Satisfied 28 34
Neutral 6 20
Satisfied 40 21
Highly Satisfied 17 11
105 105
12) Please rate the following instituitions on the basis of your level of satisfaction

DISBURSEMENT PROCESS

DISBURSEMENT PROCESS
38
NUMBER OF RESPONSES

40 35
35 30
30
25 23
20 16 15 17 16
15 11
9
10
5
0
Highly Dissatisfied Not Satisfied Neutral Satisfied Highly Satisfied
LEVEL OF SATISFACTION

HDFC SBI

HDFC SBI
Highly Dissatisfied 9 16
Not Satisfied 15 23
Neutral 30 38
Satisfied 35 17
Highly Satisfied 16 11
105 105
13) Please rate the following instituitions on the basis of your level of satisfaction

PROCESSING FEES AND OTHER CHARGES

PROCESSING FEES AND OTHER CHARGES

45 42
NUMBER OF RESPONDENTS

40 38
35 33
30 25
25 22
20 17
14
15 11
10 6
5 2
0
Highly Dissatisfied Not Satisfied Neutral Satisfied Highly Satisfied
LEVEL OF SATISFACTION

HDFC SBI

HDFC SBI
Highly Dissatisfied 6 2
Not Satisfied 22 11
Neutral 14 17
Satisfied 38 42
Highly Satisfied 25 33
105 105
14) Please rate the following instituitions on the basis of your level of satisfaction

BRANCH SERVICE

BRANCH SERVICE
50
45 43
40
NUMBER OF RESPONSES

35
35
30
25 23
21 21 21
20 19

15
11
10 9
7
5
0
Highly Dissatisfied Not Satisfied Neutral Satisfied Highly Satisfied

LEVEL OF SATISFACTION

HDFC SBI

HDFC SBI
Highly Dissatisfied 9 23
Not Satisfied 21 43
Neutral 19 7
Satisfied 35 21
Highly Satisfied 21 11
105 105
15) Please rate the following instituitions on the basis of your level of satisfaction

DOCUMENT REQUIREMENT

DOCUMENT REQUIREMENT
40 36
34
NUMBER OF RESPONSES

35 31
30 28
25 21
20 17
13 14
15 11
10 5
5
0
Highly Dissatisfied Not Satisfied Neutral Satisfied Highly Satisfied
LEVEL OF SATISFACTION

HDFC SBI

HDFC SBI
Highly Dissatisfied 5 11
Not Satisfied 13 28
Neutral 36 31
Satisfied 34 21
Highly Satisfied 17 14
105 105
16) Please rate the following instituitions on the basis of your level of satisfaction
PRODUCT FLEXIBILITY
NUMBER OF RESPONSES

32
PRODUC FLEXIBILITY 39
23 11 23 18 14 18 14 18
0
Highly Dissatisfied Not Satisfied Neutral Satisfied Highly Satisfied
LEVEL OF SATISFACTION

HDFC SBI

HDFC SBI
Highly Dissatisfied 23 11
Not Satisfied 32 23
Neutral 18 14
Satisfied 18 39
Highly Satisfied 14 18
105 105