3/31/2021 Questionnaire for the customers who have availed housing loans

Questionnaire for the customers who

have availed housing loans
Greetings, I thank you for being a part of this very useful research. Kindly note that
responses would be treated anonymously, kept confidential, and would be used for
academic purposes only. By no way, the researcher has the intention of misusing the
information/ data that would be gathered from the respondents to this questionnaire.

*Required

1. Name *

2. Age *

Mark only one oval.

18-30

31-40

41-50

51-60

61 and above

3. Annual income (Income from salary/ taxable income before depreciation) *

Mark only one oval.

Upto 2 lakhs

2-5 Lakhs

6-10 Lakhs

10-20 Lakhs

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3/31/2021 Questionnaire for the customers who have availed housing loans

4. Gender *

Mark only one oval.

Male

Female

Other:

5. Type of the bank from which have taken the loan

Mark only one oval.

Nationalized

Private

6. Name of the Bank from which you have availed the loan

7. Tenure of the Loan

Mark only one oval.

0 to 1 years

1-2 years

2-3 years

3-4 years

5-10 years

10-20 years

20 years and above

8. Amount of loan taken in Lakhs

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3/31/2021 Questionnaire for the customers who have availed housing loans

9. Percentage of loan taken as compared to the original value of the asset

Mark only one oval.

0-20%

20-40%

40-50%

50-60%

60-80%

80-100%

10. In which year did you avail the loan?

11. Currently, what is the rate of interest that you are bearing on the loan?

12. Before taking the loan, did you have any existing relationship with the same
bank?

Mark only one oval.

Yes

No

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3/31/2021 Questionnaire for the customers who have availed housing loans

13. If the answer to the previous question is yes, which kind of existing relationship
did you have with the bank before availing the loan?

Tick all that apply.

Yes No

Savings Account

Fixed Deposit

Other Loans

Current Account for business

Recurring Deposit Account

14. Did you use the services of an external agency, a chartered accountant or any
other person who charged you a fee in addition to the regular fees of the bank
for availing the loan?

Mark only one oval.

Yes

No

15. Who helped you the most in the loan sanction process?

Mark only one oval.

Branch Manager/ Branch Officials

Builder

Broker/ Agent (Like Bank Bazaar/ Credit Haat etc)

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3/31/2021 Questionnaire for the customers who have availed housing loans

16. For what purpose have you taken the current home loan? (you may click more
than one option)

Tick all that apply.

Refinancing
Home Expansion
Additional Investment in Real Estate
Balance transfer from other existing loan
New home Construction
Bridge Loan
Land Purchase

17. Did you have an option of choosing the type of interest rate (Fixed/ Floating?)
while you were availing the loan?

Mark only one oval.

Yes

No

Maybe

18. In how much time was your disbursal done from the date of applying for the
loan?

Mark only one oval.

0-2 Weeks

3-5 weeks

5-7 weeks

More than 7 weeks

Questions about the quality of services related to loan disbursement process

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3/31/2021 Questionnaire for the customers who have availed housing loans

19. Quality wise, how would you rate the following regarding the loan process
elements, Respond on a Likert Scaling of 5:

Mark only one oval per row.

Very
Poor Average Good Excellent
poor

Cooperativeness of the bank

officials with regards to Filling the
Loan Application Form

Cooperativeness of the bank

officials with regards to
documentation

Overall affordability of the

processing charges/ fees

Quality of discussion with the

Bank and the personal interview
method

The overall Sanction/Approval

Process

Processing the Offer Letter

Processing the Speed and

cooperation with regards to
property Papers Followed By a
Legal Check

Processing a Technical Check &

the Site Estimation

The Final Loan Deal, Signing the

Agreement, & Disbursal

The number of formalities

involved in the loan process

Customer Care and after sales

support

The advice given by the loan

sanction officials

Time taken for disbursal

Communication regarding
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3/31/2021 Questionnaire for the customers who have availed housing loans

changes in the rate of interest

Bureaucracy in the formalities

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3/31/2021 Questionnaire for the customers who have availed housing loans

20. Kindly respond on a scale of 5 as to how well do you agree to the following
statements

Mark only one oval per row.

Strongly Strongly
Disagree Neutral Agree
Disagree agree

There were several hidden

charges related to the loan of
which no prior information
was provided

The behaviour of the bank

staff is polite

I pay all my EMIs on time

If a particular EMI cannot be

paid on time, the bank
officials make continuous
calls and messages which
amounts to harassment

During the corona crisis, my

bank was understanding and
offered moratorium at
reasonable rates

The rate of interest of my

bank is affordable as
compared to other banks.

The incidental charges to

cover the risks in case of
defaults that is charges by the
bank are reasonable.

I would prefer some other

bank instead of the current
bank for home loans in the
future

The home loan schemes that

are offered by my bank are
attractive

The process of
documentation was very
lenghty

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3/31/2021 Questionnaire for the customers who have availed housing loans

The process of
documentation was extremely
comlplicated

I feel that the bank uses a

customer centric approach in
processing the loans

Quality of Post Disbursement Services

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3/31/2021 Questionnaire for the customers who have availed housing loans

21. Quality wise, how would you rate the following regarding the following
elements, Respond on a Likert Scaling of 5:

Mark only one oval per row.

Very
Poor Average Good Excellent
Poor

Repayment methods

Prepayment options

Repayment options

Prepayment Charges and fees

Flexibility in the Repayment

Schedule

Overall cooperativeness of the

bank officials

Politeness of the bank staff

Reliability of the mobile

application

User-friendliness of the mobile

application

Reminder system for payment of

the EMIs

Perceived ease of use (For the

banks mobile based loan
appliction)

Level of risk in using the mobile

application for banking related
services

Overall account management with

regards to the loan

Overall customer service

Facility of deferral of installments

during unexpected times

Overall terms of repayment

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3/31/2021 Questionnaire for the customers who have availed housing loans

Quality of the complaints,

grievances and redressal system

Proper information regarding

revision in Interest Rates

Accurate Financial Transactions

and Calculations

Alerts received on mobile device/

email

Instant Feedback

The bank's ability to nurture and

maintain a a long term
relationship

Reliability in handling Problems

Transparency in Settlement

Prompt Service

Quality of the Core banking

facilities

Trust between bank and customer

Communication Use of New

Technology

Adaption of different measures of

upgrading

Trustworthy Loan Accrual fair and

up to mark

Record keeping and access to

statements

Loan facility availability 24*7

Access transaction cost

Closure Policy

Promptness in complaint
handling

Credibility of the time bound loan

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Quality of IT Enabled services

(including the website and
Internet banking option)

Competitive Pricing

Rate the following factors on a scale of 5 in terms of their

Factors that Influenced influence for taking a home loan:
the loan decision

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3/31/2021 Questionnaire for the customers who have availed housing loans

22. Rate the following factors on a scale of 5 in terms of their influence your
decision for taking a home loan:

Mark only one oval per row.

Least Less Average Fairly Most

Influential Influential Influence Infulential Influential

Rates of Interest

Repayment terms

Processing Fees

Approval Process

Ease in Documentation

Protection in terms of
Insurance

Documentation Charges

Complaint and
grevience redressal
system

Customer Support

Prepayment options

Amount of loan

Pre-Closure terms

Speed of approval and

disbursement

Problems and Challenges faced

23. Were the processing fees duly refunded by the bank?

Mark only one oval.

Yes

No

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3/31/2021 Questionnaire for the customers who have availed housing loans

24. Rate the following on terms of your level of Agreement to the following
statements

Mark only one oval per row.

Strongly Strongly
Disagree Neutral Agree
Disagree Agree

I was caught up in a tricky

situation where I felt that
interest rates will be hiked in
the future

I faced the interest rate

dilemma

Before deciding to take the

loan, I went through the
historic trends in interest rate
fluctuations

The evaluation made by the

bank turned out to be lower
than the price you quoted. I

The amount of loan sanction

was not according to your
expectations

I found it challenging to
furnish the title deeds and
NOC documents specifically
in the bank’s format.

I read the loan agreement

terms very carefully before
taking the loan or signing the
loan agreement

I am thinking of switching the

bank to avail better rates

In the past, my bank has reset

the interest on the fixed rate
home loan.

I feel that I should have opted

for the loan under Pradhan
Mantri Awas Yojana with low
interest rate.

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3/31/2021 Questionnaire for the customers who have availed housing loans

Customer Centricity

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3/31/2021 Questionnaire for the customers who have availed housing loans

25. Rate the following on a Likert Scale of 5

Mark only one oval per row.

Strongly Strongly
Disagree Neutral Agree
Disagree Agree

The bank staff offers full

services without much hastles

When I visit the branch, I am

welcomed enthusiastically

The staff maintains proper

time schedule

The bank staff listen to

customer problems patiently

The bank is not understaffed

The bank staff never argues

with the customers

The bank branch has all

required facilities- drinking
water, toilet etc.

Look after customer interest

The Bank Staff pays proper

attention to details

Has required management

philosophy 3.3908 2.6917

The bank staff generally

understands the needs of the
customers

The bank staff is open to

suggestions/ideas

I have never heard of "server

down" complaints

The bank staff members have

a pleasant personality

The bank has a good history

of honoring all financial

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3/31/2021 Questionnaire for the customers who have availed housing loans

agreements

The Bank schemes are

creative in terms of their
offerings

26. From where did you get the information of the various loan schemes offered by
your bank?

Mark only one oval.

Newspaper/magazines

Online - Social Media and other websites

Hoarding and Banners

Television

Agents/ Counsellors

Builder

Others

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