FRAMEWORK OF CAPSTONE PROJECT REPORT

Insights into Credit Management: Banking Customer Survey Indian Bank Katpadi
Branch
Chapter I
1. Introduction

This Project focus on the Credit Management of the banking portfolio, which holds
immense importance for the profitability of banks. However, it's often linked with the
challenge of bad debts due to inadequate management. Credit essentially, entails the right to
receive payments or the obligation to make payments, either immediately or in the future,
arise from the transfer of goods or money to another party. It heavily relies on the trust and
confidence that the creditor places in the debtor's ability and willingness to fulfill payment
commitments. In any credit transaction, the obligation to make payments and the right to
receive them emerge simultaneously. The term "debt" is commonly used to denote the
debtor’s responsibility to make payments, for the credit. Managing credit involves applying
four key management principles: planning, organizing, directing, and controlling, to the
concept of credit. Commercial banks, explained that the banks play pivotal roles in the
financial sector, with their performance significantly impacting the broader economy.
Recent times have witnessed the closure of some commercial banks like Silicon Valley
Bank (SVB), in foreign country it collapses due to mismanagement of finances and credit.
Many banks have been forced to write off considerable amounts of debt annually,
indicating underlying issues in credit and financial management. The failures of these banks
underscore the necessity for further exploration into the management of finance and credit,
particularly within the context of the Commercial Bank. This perspective on credit
management emphasizes the crucial role that effective credit management plays in ensuring
the financial stability and success of banks.

1.1 Background of the Problem:

The approach at Indian Bank's Katpadi Branch is to assess the operations of the
credit management process by getting feedback from the customer on how he feels
the operations are performing. Understanding changes in customer satisfaction and
the transformation of financial needs, the bank focuses on the realization of how
customers interact and perceive its credit services. The survey includes a wide
demographic that is bound to bring out a complete picture of the varied customer
base for the bank. The study focused on areas of product awareness and usage, loan
service satisfaction, the impact of the credit product on financial health, and
customer strategies to manage credit risk. This will be part of a holistic approach
aimed at bringing a much closer fit of what the bank has to offer with the needs of
the customer, such that it boosts loyalty and advances financial inclusivity.
1.2 Statement of the Problem:
One of the challenges faced by the bank is the lack of comprehensive insights into
customer preferences and behaviors in credit management. This limited
understanding may lead to mismatches between the products and services offered
and what customers actually need. Moreover, banks encounter difficulties in
accurately assessing credit risks, managing defaults, and ensuring compliance with
regulations while meeting customers' expectations for quick and hassle-free credit
processes. In addition, the banking industry is becoming more competitive,
requiring banks to differentiate themselves by offering innovative credit products
and superior customer experiences. However, integrating technology into credit
management processes presents its own set of challenges, including outdated
systems, data fragmentation, and cybersecurity concerns. These issues underscore
the need for a deeper understanding of customer preferences and effective credit
management strategies in today's banking landscape.
1.3 Importance of the Study:
This study seeks to make credit management better at Indian Bank by looking at
things like how happy customers are, how well risks are assessed, and how
technology is used. By improving these areas, we can make customers happier, keep
the bank stable financially, and follow rules better. Also, by checking how loans are
doing and what customers think, we can make our services better. Using technology
well and following rules helps keep things smooth and trustworthy. Comparing
different practices helps us learn what works best. Overall, this study helps Indian
Bank improve how it manages credit, making it more successful in a competitive
banking world.
1.4 Purpose of the Study:
The main objective of the study is to assess the effectiveness of the credit
management practices presently being adopted at the Katpadi Branch of Indian
Bank from the viewpoint of the customers. The research would try to find out all
those key factors that determine customer satisfaction and build up the trust of the
branch in credit policies and procedures. The study applied a questionnaire as its
method of data collection, with the target being customers of a diverse background
whose experiences, preferences, and challenges relating to access and management
of credit were sought. The results shall go a long way in helping the Indian Bank to
tailor its strategies in granting credit with the view to further customer relations and
possibly obtain better customer retention and acquisition. The results, on the other
hand, lead to increasing the general knowledge of customer behavior with respect to
banking credit services and helping in the specialization of financial products,
which need to comply with the precision required for maximum eliciting of
attraction of community as well as for developing a healthier environment in the
course of obtaining the credit application.
1.5 Scope of the Study:
It should be part of the sample in the context of the present study, and the sample
will include those customers who have their accounts in the Indian Bank, Katpadi
branch. Various elements include: Profile the demographic and customer segment of
economic. Levels of awareness and usage of the products that the bank offers, more
especially loan products Credit Management Strategies for the Customers
'Customers' satisfaction related to the banks' credit management services What is,
therefore, the financial condition contribution of the bank's credit services in total to
the customer?
1.6 Objectives of the Study
1. To determine the customers' familiarity with and use of the bank's offerings to
improve product visibility and usage.
2. To identify key motivators such as interest rates and repayment flexibility that
influence customers' choices to use Indian Bank for credit.
3. To understand customers' credit management strategies and their satisfaction
with the bank's credit limits and monitoring services.
4. To evaluate how loans have influenced customers' financial situations and
supported their educational, business, or emergency needs.

1.7 Chapter Scheme

The thesis is presented in 6 chapters;

Chapter I deals with the introduction and design of the study. It includes
introduction, need for the study, scope of the study, objectives of the study,
research methodology and limitations of the study.
Chapter II encompasses the review of literature. This chapter presents the review
of the literature related to the topic of the present study.
Chapter III discusses the research methodology
Chapter IV consists of data analysis and interpretation. The analyses have been
made on the basis of the objective of the study. Statistical analysis and
interpretation of data are presented in this chapter.
Chapter V recapitulates the summary of findings, suggestions and conclusion. In
this chapter the results of the study have been summarized and presented along
with possible suggestion.
.
Company / Organization Profile:

Indian Bank is the seventh largest nationalized bank in India which is established on
August 15, 1907. Indian Bank, headquartered in Chennai, has been a significant player in
India's banking sector. It boasts a vast network of over 5,846 branches and employs around
41,089 staff members. with 3,106 ATMs and 1,780 BNAs, it serves a customer base
exceeding 100 million. By March 31, 2023, Indian Bank had accumulated a total business
volume of ₹11.64 lakh crore, equivalent to approximately US$140 billion. This showcases
its considerable influence within India's financial landscape. The bank places a strong
emphasis on information security, obtaining certification for adhering to the
ISO27001:2013 standard. This highlights its commitment to fortifying information systems
and ensuring robust security measures. Indian Bank extends its reach globally with
branches in Colombo and Singapore, including Foreign Currency Banking Units. It also
maintains relationships with 227 correspondent banks across 75 countries, facilitating
smooth international transactions. Since 1969, Indian Bank has been owned by the
Government of India, solidifying its status as a public sector bank and underlining its
importance in the nation's financial framework. A significant milestone occurred on April
1, 2020, with the merger of Allahabad Bank into Indian Bank.
 Chapter II
REVIEW OF LITERATURE
Loan Products:
Loans are central to the operation of banks. Services like deposits come second to it,
compared to other sources of revenue. The bank's success heavily depends on loans
(Brewer et al., 2001). These cater to the varied requirements of the people through different
kinds of credits: education, housing, business, vehicle financing, salary advances, personal
financial assistance (Fourcade & Healy, 2013). Education loans are significant, mainly
because they offer access and support to students who would like to further their education
while inside and outside the country, respectively, hence supporting social mobility
(Narayan, 2002). In addition, with our fast-paced lives these days, we simply can't do
without vehicle financing; it becomes easier for personal or professional mobility, where
you can pay back the money in flexible installments or a one-time balloon payment.
Therefore, housing loans also play a very critical role in helping many people actualize the
dream of owning a home, which contributes to personal stability and stimulating the real
estate sector (Fraser et al., 2015). Business loans are equally crucial in running and starting
up new businesses as they act as the catalyst for establishing and expanding these new
ventures, fostering economic development (Fourcade & Healy, 2013). Besides, the
advances offer a lifeline in the time of emergencies since they provide an easy access
period to financial aid from the employer based on the employee's status (Kamath et al.,
2003). Altogether, these diverse products not only drive economic expansion but also cater
to the varied aspirations of individuals at different life stages and, hence, address the issue
of more inclusionary financial and social environments.
Assessment of Credit worthiness:
(Bai, C et al., 2019) Assessing the creditworthiness of borrowers is crucial for banks and
other financial institutions to manage their risks effectively and maintain stability and
profitability. (Bholat, D et al., 2018) Proper evaluation helps in controlling the risk of non-
performing assets (NPAs), which are loans that are not being repaid as agreed. (Karlan, D.
S., & Zinman, J. 2007) The main goal of credit analysis is to help structure loan agreements
and determine appropriate pricing, aiding in making informed decisions about lending.
When providing credit to small and medium-sized enterprises (SMEs), it's especially
important to conduct thorough due diligence due to the higher risks involved. Failing to do
so can lead to serious consequences such as increased default rates and even potential bank
failures. (Andersson, P. 2001). There are two main methods for assessing credit:
judgmental analysis and empirical analysis. Judgmental analysis relies on the expertise and
experience of loan officers, while empirical analysis uses statistical models and credit
scoring systems. (Henning, J. I. F.2016) Credit scoring systems typically consider the "5 Cs
of credit": Character (the borrower's willingness to repay), Capacity (their financial
strength), Capital (their assets), Collateral (assets that can be used as security), and
Conditions (the broader economic and specific circumstances). Inadequate assessment of
credit risk often leads to higher loan defaults and an increase in NPAs. (Sharifi, S et al.,
2019) Therefore, it's essential to use either judgmental or empirical approaches
effectively to mitigate these risks. Accurately assessing borrowers helps financial
institutions make informed lending decisions, reduce defaults, and safeguard their financial
health.

Credit Terms:
Credit Terms helps the customer to understand the foundation of there credits like
Repayment tenure, Interest Rate, Loan amount, Fees and Charges, etc. This helps the
customer to make the decision that to understand of credit in the bank. (Nabayiinda, L.
W.2012). Credit terms and conditions governing the extension of credit from lenders to
borrowers. (Wojnilower, A. M., et al.,1980) These terms describe important factors such as
interest rates, repayment terms and associated fees, which reflect the credit experience in
the financial environment Interest rate, which is an integral part of credit terms. (Odhiambo,
L. A. 2013) Whether fixed or variable, interest rates are influenced by factors such as
borrower credit and prevailing market dynamics. They play an important role in the overall
cost to borrowers in obtaining credit facilities. (Gichuki, J. A. W et al., 2014). Bank loan
agreements that the borrowers must repay the loan amount, with terms ranging from short
to long, based on loan type and borrower preference. The Payment Schedule specifies
payment frequency and amounts, typically organized into monthly, quarterly, or annual
installments by banks. These schedules typically include principal and interest payments,
and ensure that they are treated fairly systematic payment of debt. (Yescombe, E. R.2002).
Fees and charges are another important aspect of loan terms, which include upfront fees
such as service fees, application fees, late fees or early repayment penalties The clear
presentation of these funds ensures transparency and enables borrowers to make informed
financial decisions of the customers and the bank. (Norden, L., & Weber, M. 2010) The
credit limits in bank credit facilities such as credit cards and lines of credit lines define the
maximum amount that borrowers can repay. These limits, which are set based on factors
such as creditworthiness and income, protect the lender.

Credit Monitoring:
(Vlaev, I., & Elliott, A. 2014) Credit monitoring is essential thing that every bank should
have to follow so that it helps them to safeguard their financial well-being and security. It
involves carefully reviewing and tracking one's credit report and score to spot any changes,
errors, or suspicious activities that could affect their financial health. (Caouette, J. B et al.,
1998) By staying on top of their credit, individuals can promptly identify and rectify any
mistakes on their credit reports, ensuring that their credit history is accurately represented.
The credit monitoring plays a crucial role in detecting potential instances of identity theft or
fraud, enabling individuals to take swift action to minimize any negative impact on their
finances. (Swire, P. P.1999) To carry out credit monitoring correctly, the individuals need
to regularly obtain and assess their credit reports from major credit bureaus like Equifax,
Experian, and TransUnion. (Weinberg, J. 2018) These reports provide detailed information
about credit accounts, payment history, inquiries, and public records, offering valuable
insights into their creditworthiness. Monitoring changes in credit scores, which serve as
numerical indicators of creditworthiness and influence loan eligibility and interest rates,
allows individuals to gauge their financial health and take appropriate steps to manage their
credit effectively. (Chaudhary, K., Yadav, J., & Mallick, B. 2012). The frequency of credit
monitoring is crucial, with experts suggesting conducting reviews at least once a year to
quickly identify any unauthorized activities or errors. However, some people may opt for
more frequent checks, such as monthly or even weekly assessments, especially if they are
actively trying to improve their credit. (Avery, R. B., et al., 2003) Many credit monitoring
services offer alerts and notifications for significant changes in credit reports or scores,
providing individuals with timely updates on new accounts, reported late payments, or
significant fluctuations in credit scores. (Bromberg et al., 2017) Furthermore, credit
monitoring services often include features to protect against identity theft, such as credit
freezes, fraud alerts, and identity theft insurance. These additional safeguards help
individuals safeguard their personal and financial information. (Aspinal, F., et al.,2019).
Effective credit monitoring goes beyond mere observation it involves taking appropriate
action in response to any identified issues, such as disputing inaccuracies on credit reports
or reporting suspected fraud or identity theft to authorities (Lauer, J. 2017). By regularly
monitoring their credit and taking proactive steps to address any concerns, individuals can
shield themselves against fraud and identity theft while maintaining or enhancing their
creditworthiness over time.

Credit Limit:
A credit limit represents the maximum amount a borrower can borrow through a specific
credit facility, such as a credit card or line of credit (Matcham, W. 2022). This is
determined by factors such as the borrower’s credit profile, income, employment status,
credit history, credit history, borrower’s risk profile. These limits may be fixed or flexible,
and the fixed limits remain constant and are adjusted and flexible based on changes in the
borrower’s financial condition in the 19th century Borrowers can use their credit limits for
a variety of purposes, including purchases, down payments, or cash transfers. (Zernik, A.
2018) However, exceeding the credit limit may result in overdrafts or unapproved
transactions, depending on the lender’s policies. The credit limit is also important in
calculating the credit utilization rate, which refers to the percentage of available credit
being used by the borrower. (Banerjee, A. V., & Duflo, E. 2014). Maintaining a low
utilization rate, often less than 30%, is beneficial for both credit score and financial health.
(Iyer, R et al., 2009, August) Lenders may offer increased loan limit opportunities to
borrowers who demonstrate creditworthiness and improved financial stability. Borrowers
can apply for these increases or self-funding based on their payment history and
creditworthiness. Borrowers and lenders should regularly review and monitor credit limits
to ensure they are consistent with financial objectives and risk management objectives.
(Abrahams, C. R., & Zhang, M. 2009). It is important for borrowers to avoid increasing
their credit limit to maintain financial flexibility and prevent negative consequences such as
overcharging or credit score impacts.
Research gap:
 Chapter III Methodology

3.1 Research Methodology:

The research Methodology provides a detailed description of the methods and
techniques used. A quantitative research method was chosen because of its ability to
provide statistically relevant data for statistical analysis, namely with the objective of
the research. A structured questionnaire was administered to the data, with 15:1
question designed to address for this study. The minimum requirement for this study is
150 samples. Ethical considerations were strictly observed, informed consent was
obtained from all participants, and procedures to ensure participant confidentiality
were implemented Data were analyzed using SPSS version 22 Statistical methods
include cross table analysis, Mann-Whitney U test, and Kruskal-Wallis test The
developers chose these methods based on their appropriateness for examining
relationships, differences, and associations among the data , ultimately contributing to
the validity and reliability of the survey results.
3.2 Research Design:
The research design outlines the design and specifies the interpretation of its results. The
main purpose of this research is to find result for the objective. Taking a quantitative
approach, the study uses a questionnaire-based method to collect data. The sample size
of 230 participants exceeds the minimum threshold of 150, providing robust data for
analysis. The questionnaire consists of 15 carefully crafted questions, divided in the
ratio of 10:1 to the selected respondents using Convenient sampling Method. The
Statistical methods including Mann-Whitney U and Kruskal-Walli’s test, using Chi-
Square test. The methods and methods chosen were carefully chosen to ensure the
validity and reliability of the findings in line with the objectives of the study.

3.3 Data Source:

The data source for the study is primary data source. For this study Questionnaire
method has been used for the collection of data. In this regard, a structured
questionnaire I prepared and circulated among the Bank Customers. The secondary
data have also been obtained from the Customer Loan Documents and other research
papers.
3.4 Sampling:
In banking research, Non-Probability of Convenience sampling method, based on
researcher choice, may lack representativeness. Convenience sampling methods are
better, ensuring diverse representation. Convenience sampling picks participants fairly,
while stratified sampling groups based on traits, ensuring diversity. These methods
reduce bias, yielding reliable conclusions for banking decisions. Convenience
sampling, though convenient, may lead to errors and lacks representativeness. Thus,
for robust findings, banking research favor representative samples, making
Convenience sampling less suitable. Non-Probability of Convenience sampling method
 has been followed to choose the respondents from the Customer in Vellore city. The
size of the sample is determined to be 230.

3.5 Period of Study:

The period of study consists of Three months i.e., from Feb 2024 –May 2024. The
identification of problem, framing of objectives and preparation of questionnaire were
done during Feb 2024. The data collection was made during March 2024. The
grouping and regrouping of data were made and analysis has been made during the
month of April 2024. The preparation and presentation of the thesis have been made
during the period May 2024.

3.6 Polit study:

For this study, before starting of collecting the 30 samples that I have giving the first
people for the trial study of if the questionnaire is understandable for the respondent
according to the feedback receive from the customer, I have modified the
questionnaire.

3.6 Hypothesis:
H1: There is a Significant difference between Gender and Annual Income.
H2: There is a positive relationship between Loan type and Gender.
H3: There is a Significant difference between Annual Income and Academic Qualification.
H4: There is a significant difference between Borrower Tenure and the credit satisfaction.

Conceptual study:
Definitions
 Chapter IV
Data Analysis and Interpretation

Table-4.1 Gender

Particulars Frequency Percent Cumulative Percent

Male 127 55.22 55.2
Female 103 44.78 100.0
Total 230 100

Gender

Table-4.1 Shows the Gender Distribution of the Respondents. It clearly states that
55.22% (127) of the respondents are Male, and remaining 44.78% (103) are Female.
From this data, it is clear that the majority of the respondents are Male, constituting
over half of the total respondents.
 Table-4.2 Age

Particulars Frequency Percent Cumulative Percent

Less than 30 Years 40 17.39 17.4
31 to 40 Years 80 34.78 52.2
41 to 50 Years 62 26.96 79.1
Above 50 Years 48 20.87 100.0
Total 230 100

AGE

Table-4.2 Shows that Age Distribution of

the Respondents. It clearly states that
17.39% (40) of the respondents are less
than 30 years old, 34.78% (80) fall within
the age range of 31 to 40 years, 26.96%
(62) are within the range of 41 to 50 years
old, and the remaining 20.87% (48) are
above 50 years old. From this data, it's
clear that the largest age group among the
respondents is between 31 to 40 years old,
representing over one-third of the total
respondents.

Table-4.3 Marital Status

Particulars Frequency Percent Cumulative Percent

Married 146 63.48 63.5
Unmarried 84 36.52 100.0
Total 230 100

Marital Status

Table-4.3 Shows that the marital

status distribution of the respondents. It reveals that
63.48% (146) of the respondents are married,
while the remaining 36.52% (84) are unmarried.
Thus, it can be deduced that the majority of the
respondents are married, representing
approximately two-thirds of the total
respondents.
 Table-4.4 Academic Qualification

Particulars Frequency Percent Cumulative Percent

SSLC 51 22.17 22.2
HSC 42 18.26 40.4
Graduate 66 28.70 69.1
Post Graduate 34 14.78 83.9
No Formal Education 37 16.09 100.0
Total 230 100
Academic Qualification

Table-4.4 shows that the distribution of Academic

Qualifications among the respondents. It clearly states that
22.17% (51) have completed SSLC, 18.26% (42) have
completed HSC, 28.70% (66) are graduates, 14.78%
(34) are postgraduates, and 16.09% (37) have no formal
education. Here the majority of respondents are graduates,
which means nearly one-third of the total
respondents, followed by the SSLC qualification.

Table-4.5 Occupation

Particulars Frequency Percent Cumulative Percent

Business 43 18.70 18.7
Public Sector 53 23.04 41.7
Private sector 42 18.26 60.0
Self Employed 63 27.39 87.4
Students 29 12.61 100.0
Total 230 100
 Occupation

Table-4.5 Shows that the distribution of occupations among the respondents are 18.70%
(43) are engaged in business, 23.04% (53) work in the public sector, 18.26% (42) are
employed in the private sector, 27.39% (63) are self-employed, and 12.61% (29) are
students. Here the largest occupational category among the respondents is self-
employed individuals, which means over one-fourth of the total respondents, and
followed closely by those in the public sector.

Table -4.6 Current Employment Status

Particulars Frequency Percent Cumulative Percent

Employed full time 65 28.26 28.3
Employed Part time 19 8.26 36.5
Self Employed 92 40.00 76.5
Unemployed 29 12.61 89.1
Retired 25 10.87 100.0
Total 230 100
 Current Employment Status

Table-4.6 shows the current employment status of the

respondents. It clearly states that 28.26% (65) are employed
full-time, 8.26% (19) are employed part-time, 40.00% (92) are
self-employed, 12.61% (29) are unemployed, and 10.87% (25)
are retired. Hence, the majority of respondents are currently self-
employed, making up nearly half of the total, and followed by
those employed full-time.

Table-4.7 Duration with Current Employer

Particulars Frequency Percent Cumulative Percent

Less than 6 months 28 12.17 12.2
6 month to 1 year 38 16.52 28.7
1-3 years 111 48.26 77.0
Over 3 years 53 23.04 100.0
Total 230 100
Duration with Current Employer

Table-4.7 shows that the duration of respondents employment

with their current employer. It shows that 12.17% (28) have
been with their current employer for less than 6 months,
16.52% (38) for 6 months to 1 year, 48.26% (111) for 1 to 3
years, and 23.04% (53) for over 3 years. Thus, the majority of
respondents have been employed with their current employer for
1 to 3 years, which means nearly half of the total, and followed
by those employed for over 3 years.
 Table-4.8 Annual Income

Particulars Frequency Percent Cumulative Percent

Less than Rs. 3,00,000 44 19.13 19.1
Rs 3,00,001 to Rs 6,00,000 85 36.96 56.1
Rs 6,00,001 to Rs 9,00,000 52 22.61 78.7
Rs 9,00,001 to Rs 12,00,000 37 16.09 94.8
Above 12,00,000 12 5.22 100.0
Total 230 100

Annual Income

Table-4.8 shows that the annual income

distribution of the respondents. It reveals that
19.13% (44) earn less than Rs. 3,00,000
annually, 36.96% (85) earn between Rs.
3,00,001 to Rs. 6,00,000, 22.61% (52) earn
between Rs. 6,00,001 to Rs. 9,00,000, 16.09% (37)
earn between Rs. 9,00,001 to Rs. 12,00,000, and
5.22% (12) earn above Rs. 12,00,000 annually. Thus,
the majority of respondents fall within the
income bracket of Rs. 3,00,001 to Rs.
6,00,000, representing over one-third of the total.

Table – 4.9 Type of Account

Particulars Frequency Percent Cumulative Percent

Savings A/c 112 48.70 48.7
Loan A/c 13 5.65 54.3
Fixed A/c 16 6.96 61.3
Current A/c 51 22.17 83.5
Gold Loan A/c 38 16.52 100.0
Total 230 100
 Type of Account

Table-4.9 shows the distribution of account types among

the respondents. It shows that 48.70% (112) have savings
accounts, 5.65% (13) have loan accounts, 6.96% (16)
have fixed accounts, 22.17% (51) have current
accounts, and 16.52% (38) have gold loan accounts.
Thus, the most common type of account among the
respondents is savings accounts, accounting for nearly
half of the total, followed by current accounts.
 Table- 4.10 Awareness of Indian Bank Products & Services

Particulars Frequency Percent Cumulative Percent

Yes 211 90.2 91.7
No 19 8.1 100.0
Total 230 98.3

Awareness of Indian Bank Products & Services

Table-4.10 shows that the awareness of

Indian Bank products and services
among the respondents. It shows that 90.2%
(211) of the respondents are aware of
Indian Bank products and services,
while 8.1% (19) are not. Which means that
the majority of respondents are aware of
Indian Bank products and services,
comprising over 90% of the total.

Table-4.11 Types of Loans with the Institution

Cumulative
Particulars Frequency Percent Percent
Education loan 27 11.74 11.7
Salary loan 64 27.83 39.6
Business loan 46 20.00 59.6
Street vendor loan 81 35.22 94.8
Housing loan 8 3.48 98.3
Others 4 1.74 100.0
Total 230 100

Types of Loans with the

Institution
 Table-4.11 shows that the types of loans offered by the institution and their distribution
among respondents. It shows that 11.74% (27) of respondents have education loans,
27.83% (64) have salary loans, 20.00% (46) have business loans, 35.22% (81) have street
vendor loans, 3.48% (8) have housing loans, and 1.74% (4) have other types of loans.
Which means the most common type of loan among the respondents is street vendor
loans, and followed by salary loans.
Table-4.12 Factors Influencing Choice of Indian Bank for Loan
Factors Influencing Choice of Indian Bank Cumulative
for Loan Frequency Percent Percent
Competitive interest rates 84 36.52 36.5
Flexible repayment options 74 32.17 68.7
Trustworthiness and reliability of the bank 35 15.22 83.9
Good customer service 37 16.09 100.0
Total 230 100

Factors Influencing Choice of Indian Bank for Loan

Table-4.12 shows that the factors influencing the choice of Indian Bank for a loan
among respondents. It shows that 36.52% (84) of respondents are influenced by
competitive interest rates, 32.17% (74) by flexible repayment options, 15.22% (35)
 by the trustworthiness and reliability of the bank, and 16.09% (37) by good customer
service. Which means, the most influencing factor among respondents is competitive
interest rates, followed closely by flexible repayment options.

Table-4.13 Primary sources of income

Particulars Frequency Percent Cumulative Percent

Salary/wages 92 40.00 40.0
Business income 67 29.13 69.1
Investment income 25 10.87 80.0
Rental income 14 6.09 86.1
Pension/retirement benefits 23 10.00 96.1
Others 9 3.91 100.0
Total 230 100

Primary sources of income

Table-4.13 shows that the primary sources of income

among respondents. It shows that 40.00% (92) of
respondents are income from salary or wages,
29.13% (67) from business income, 10.87% (25) from
investment income, 6.09% (14) from rental income,
10.00% (23) from pension or retirement benefits,
and 3.91% (9) from other sources. Which means, the
most common primary source of income among
respondents is salary or wages, followed by business
income.
Table-4.14 Impact of Good Credit Score on Loan Limits

Particulars Frequency Percent Cumulative Percent

Strongly agree 113 49.13 49.1
Agree 85 36.96 86.1
Neutral 27 11.74 97.8
Strongly disagree 5 2.17 100.0
Total 230 100

Impact of Good Credit Score on Loan Limits

Table-4.14 shows that the perceptions regarding the impact of a good credit score on
loan limits among respondents. It results that 49.13% (113) strongly agree that a
good credit score positively impacts loan limits, while 36.96% (85) agree with this
statement and 11.74% (27) are neutral, and only 2.17% (5) strongly disagree. Which
means that the majority of respondents are strongly agree that a good credit score
has a positive impact on loan limits.
Table-4.15 Risk Mitigation Strategies for Loan Default

Particulars Frequency Percent Cumulative Percent

Maintaining an emergency fund 45 19.57 19.6
Creating a budget and sticking to it 63 27.39 47.0
Diversifying income sources 73 31.74 78.7
Purchasing insurance coverage 36 15.65 94.3
Other 13 5.6 100.0
Total 230 98.3

Risk Mitigation Strategies for Loan Default

Table-4.15 shows that the risk mitigation

strategies for loan default among
respondents. It shows that 19.57% (45)
consider maintaining an emergency fund as a
strategy, 27.39% (63) opt for creating a budget
and sticking to it, 31.74% (73) prefer
diversifying income sources, and 15.65% (36)
choose purchasing insurance coverage, and also
5.6% (13) of respondents have other risk
mitigation strategies. Which means, the most
common strategy among respondents is
diversifying income sources, and
followed by creating a budget and sticking
to it.
Table-4.16 Duration as Borrower with Our
Institution

Frequenc
Particulars y Percent Cumulative Percent
Less than 1 year 19 8.26 8.3
1-3 years 135 58.70 67.0
3-5 Years 34 14.78 81.7
Over 5 Years 42 18.26 100.0
Total 230 100

Duration as Borrower with

Our Institution
Table-4.16 shows that
the duration of
respondents tenure as
 borrowers with our institution. It shows that 8.26% (19) have been borrowers for
less than 1 year, 58.70% (135) for 1 to 3 years, 14.78% (34) for 3 to 5 years, and
18.26% (42) for over 5 years. Which means, the majority of respondents have been
borrowers for 1 to 3 years, representing over half of the total.

Table-4.17 Satisfaction with Credit Monitoring Services

Particulars Frequency Percent Cumulative Percent

Very Satisfied 36 15.65 15.7
Satisfied 60 26.09 41.7
Netural 127 55.22 97.0
Dissatisfied 5 2.17 99.1
Very Dissatisfied 2 0.87 100.0
Total 230 100

Satisfaction with Credit Monitoring Services

Table-4.17 presents
respondents' satisfaction levels with
credit monitoring services. It shows
that 15.65% (36) are very satisfied,
26.09% (60) are satisfied, 55.22%
(127) are neutral, 2.17% (5) are
dissatisfied, and 0.87% (2) are very
dissatisfied. Which means that the
majority of respondents,
comprising over half, are neutral
about their satisfaction with credit
monitoring services.
Table-4.18 Primary Method for
Managing Loan Repayments

Particulars Frequency Percent Cumulative Percent

Online Payments 35 15.22 15.2
Auto-debit from the bank account 157 68.26 83.5
Manual payments through bank
25 10.87 94.3
branches
Others 13 5.65 100.0
Total 230 100

Primary Method for Managing Loan Repayments

Table-4.18 shows that the primary methods used by

respondents for managing loan repayments. It
shows that 15.22% (35) of respondents prefer
online payments, 68.26% (157) opt for auto-
debit option from their repayment, 10.87% (25)
choose manual payments through bank
branches, and 5.65% (13) have other methods.
Which means, the most common method among
respondents for managing loan repayments is
auto-debit from their bank accounts.

Table-4.19 Impact of Loans on Financial Well-being

and Future Plans

Particulars Frequency Percent Cumulative Percent

Enabled education or career advancement 70 30.43 30.4
Facilitated business growth or expansion 95 41.30 71.7
Supported housing or property ownership 32 13.91 85.7
Helped in meeting emergency financial
24 10.43 96.1
needs
Other 9 3.91 100.0
Total 230 100

Impact of Loans on Financial Well-being and Future Plans

 Table-4.19 shows that the impact of loans on respondents' financial well-being and future
plans. It shows that 30.43% (70) of respondents believe that loans have enabled education
or career advancement, 41.30% (95) feel that loans have facilitated business growth or
expansion, 13.91% (32) believe that loans have supported housing or property ownership,
and 10.43% (24) think that loans have helped in meeting emergency financial needs, and
also 3.91% (9) of respondents have other perceptions regarding the impact of loans.
Which means, the most commonly perceived impact of loans among respondents is
facilitating business growth or expansion, followed by enabling education or career
advancement.

Table-4.20 Confidence Level

Cumulative
Particulars Frequency Percent Percent
Very confident 41 17.83 17.8
Confident 77 33.48 51.3
Neutral 99 43.04 94.3
Not Confident 11 4.78 99.1
Very Unconfident 2 .87 100.0
Total 230 100

How confident are you in your ability to manage your loan obligations in the
future?
 Table-4.20 shows that the respondents confidence levels in their ability to manage
their loan obligations in the future. It shows that 17.83% (41) are very confident,
33.48% (77) are confident, 43.04% (99) are neutral, 4.78% (11) are not confident,
and 0.87% (2) are very unconfident. Which means, the majority of respondents, are
confident and followed by the neutral about their ability to manage their loan
obligations in the future.

Table-4.21 Satisfaction with Loan Credit Limit

Particulars Frequency Percent Cumulative Percent

Very Satisfied 57 24.78 24.8
Satisfied 99 43.04 67.8
Netural 57 24.78 92.6
Dissatisfied 17 7.39 100.0
Total 230 100

Satisfaction with Loan Credit Limit

Table-4.21 shows that the respondents'

satisfaction levels with their loan credit limit. It shows that
24.78% (57) are very satisfied, 43.04% (99) are satisfied,
24.78% (57) are neutral, and 7.39% (17) are
dissatisfied. Which means, the majority of
respondents, are either satisfied with their loan credit
limit.
Table-4.22 Requested Changes to Loan Credit Limit

Particulars Frequency Percent Cumulative Percent

Yes 208 90.43 90.4
No 22 9.57 100.0
Total 230 100
 Requested Changes to Loan Credit Limit

Table-4.22 shows that the whether respondents have requested changes to their
loan credit limit. It shows that 90.43% (208) of respondents have requested
changes to their loan credit limit, while 9.57% (22) have not. Which means, the
majority of respondents, over 90%, have requested changes to their loan credit
limit.

Table-4.23 Primary Reason for Credit Limit Change

Particulars Frequency Percent Cumulative Percent

Increased financial need 135 58.70 58.7
Decreased financial need
Better credit score 53 23.04 81.7
Lower credit score 28 12.17 93.9
Others 14 6.09 100.0
Total 230 100

Primary Reason for Credit Limit Change

Table-4.23 shows that the primary reasons for

the change in respondents' credit limits. It shows that
58.70% (135) of respondents requested a change due to
increased financial need, 23.04% (53) due to
decreased financial need or a better credit score,
12.17% (28) due to a lower credit score, and 6.09%
(14) due to other reasons. Which means, the most
common reason for requesting a change in credit limit
among respondents is increased financial need.

Table-4.24 Overall Satisfaction with Katpadi Branch

Particulars Frequency Percent Cumulative Percent

Very Satisfied 38 16.52 16.5
Satisfied 121 52.61 69.1
Netural 63 27.39 96.5
Dissatisfied 7 3.04 99.6
Very Dissatisfied 1 0.43 100.0
Total 230 100

Overall Satisfaction with Katpadi Branch

Table-4.24 shows that the respondents' overall

satisfaction levels with the Katpadi Branch. It
results that 16.52% (38) are very satisfied,
52.61% (121) are satisfied, 27.39% (63) are neutral,
3.04% (7) are dissatisfied, and 0.43% (1) are very
dissatisfied. Which means, the majority of
respondents, are satisfied followed by netural with
the Katpadi Branch.

Table-4.25 Statistical Measures

Particulars Age Marital Academic Occupation Gender Annual

Status Qualification Income
 Mean 2.5130 1.3652 2.8435 2.9217 1.4478 2.5130
Median 2.0000 1.0000 3.0000 3.0000 1.0000 2.0000
Std. 1.0096 0.48254 1.35808 1.32591 0.4983 1.12816
Deviation 9 5

The Table 4.25 shows that the Statistical Measures that the average age of the
respondents in the sample was 2.51 years, with half under the age of 2. There is a
moderate difference in age, with a mean of about 1.01 years. Regarding marital status,
the average value is around 1.37, and the mean is 1, indicating that a large proportion of
the sample is not married. Variation in marital status is relatively small, with a standard
deviation of 0.48. In terms of academic qualifications, the value is 2.84, with a median
of 3, indicating general academic achievement. The variability of academic
qualifications in the sample is moderate, with a standard deviation of about 1.36. The
respondents’ mean value of occupation was 2.92, with a median of 3, indicating
moderate occupational status. There is a moderate difference in employment status in
the sample, with a mean of 1.33. Looking at gender, the average is 1.45, with a standard
deviation of 1, indicating that the gender distribution is slightly skewed, perhaps mostly
in one gender The changes in gender in of the sample is smooth, with a standard
deviation of about 0.50 . In terms of annual income, the average value of the
respondents is 2.51, with a median of 2, indicating that the income distribution is
slightly skewed Differences in income in samples of the 1.13.
Table-4.26 The Mann-Whitney U Test

Sl. Null Hypothesis Test Si Decision

No g.
1 The distribution of Annual Income Independent- Samples .8 Retain the
the same across categories of Gender Mann- Whitney U Test 2 null
0 hypothesis.

Asymptotic significances are displayed. The significance level is .05.

Table 4.26 shows the results of the Mann-Whitney U test. The unique classification of
the data motivated the decision to conduct this experiment. In checking the normality of
the data, it was found that the data did not follow the assumptions of normal
distribution. Hence, the Mann-Whitney U test was chosen as the appropriate non-
parametric test to compare the relationship between gender and annual income and
continuous variables. The p-value obtained from the Mann-Whitney U test was found
to be 0.820. here the p value is greater than 0.05 means fail to reject null hypothesis.
As a result, the null hypothesis remains. This indicates that there are there is no
difference between two variables gender and annual income differences in the data set.
Table-4.27 Gender and Loan Types Crosstabulation

Gender and Which type(s) of loans do you currently have with our Tota
Loan Types institution? l
Crosstabulatio Education Sala Busine Street Housi Other
n
loan ry ss loan vendo ng s
loa r loan loan
n
Gend Male Count 19 39 28 35 3 3 127
er
Expecte 14 35.3 25.4 44.7 4.4 2.2 127.
d Count .9 0

Fema Count 8 25 18 46 5 1 103

le
Expecte 12 28.7 20.6 36.3 3.6 1.8 103.
d Count .1 0

Total Count 27 64 46 81 8 4 230

Expecte 27 64.0 46.0 81.0 8.0 4.0 230.

d Count .0 0

Table-4.27 by running the Crosstabulation the result shows that a comparison between
gender and the types of loans taken. In the dataset comprising a total of 230 observations, it
was observed that males accounted for 127 loan instances, while females accounted for 103
loan instances. It's results that males have a higher frequency of loan uptake compared to
females. Further analysis shows that the most common type of loan among males is the
Salary loan, whereas females predominantly opted for the Street Vendor loan. This suggests
a disparity in loan preferences between genders, with males showing a preference for salary-
related loans and females favoring for street vending loan.

Table-4.28 Chi-Square Tests

Particulars Value df Asymptotic Significance (2-sided)
Pearson Chi-Square 10.320a 5 .067
Likelihood Ratio 10.435 5 .064
Linear-by-Linear Association 6.095 1 .014
N of Valid Cases 230
a. 4 cells (33.3%) have expected count less than 5. The minimum expected count is
1.79.

Table-4.29 Symmetric Measures

Particulars Value Approximate Significance

Nominal by Nominal Phi .212 .067
Cramer's V .212 .067
N of Valid Cases 230

Table- 4.28 & 4.29 shows that Chi-Square table and Symmetric measures results that,
the significance value p-value is .67 which is greater than .05 hence fail to
reject null hypothesis Hence, this data retain the null hypothesis, indicating that there
is no difference between two variables gender and the type of loan. So here the reject
the alternative hypothesis, suggesting that males and females tend to take different
types of loans. apart from this the Symmetric Measures table, the Phi coefficient
value is calculated to be 0.212. According to the assumption criteria, a Phi coefficient
less than 0.1 is considered low, between 0.1 and 0.3 is considered normal, and above
0.3 is considered high. With a Phi value of 0.212, the relationship between gender and
the type of loan falls within the normal range. Based on this analysis, this study
results that the relationship between gender and the type of loan is within the
expected range of normal.

Table-4.30 The Kruskal Wallis Test

Sl Null Hypothesis Test Sig Decision
. .
N
o
The distribution of Annual Income the Independent- .08 Retain the
1 same across categories of Academic Samples Kruskal 1 null
Qualification. Wallis Test hypothesis.

Asymptotic significances are displayed. The significance level is .05.

Table-4.30 by running the Kruskal-Wallis test instead of the one-way ANOVA test due to
the non-normality observed in the data, particularly in the variables of annual income and
academic qualification. This non-normality was attributed to potential biases in the data
collection process, as it was sourced from customers who may introduce variability in
reporting. Given the non-normal distribution of these continuous variables and the need to
analyze three or more independent groups, the Kruskal-Wallis test was deemed
appropriate. Upon conducting this test, this study observed that the p-value is 0.81, means
fail to reject null hypothesis because the p-value is greater than .05. so, this analysis
remains the null hypothesis, there is no difference between two variables annual income
and academic qualification. In other words, the alternative hypothesis is rejected,
suggesting that there is no association difference between annual income and academic
qualification. These findings imply that factors beyond academic qualification, such as
other influencing variables, play a role in determining annual income. Hence, while
academic qualification may contribute to income levels, as indicated by the Kruskal-
Wallis test results.

Table-4.31 Occupation and Account type Crosstabulation

Occupation and Account type Which type of account do you have in the Tota
Crosstabulation Indian Bank? l
Saving Loa Fixe Curre Gol
s A/c n d nt A/c d
A/c A/c Loa
n
A/c
Occupatio Business Count 24 0 3 11 5 43
n Expecte 20.9 2.4 3.0 9.5 7.1 43.0
d Count
Public Count 21 5 6 13 8 53
Sector Expecte 25.8 3.0 3.7 11.8 8.8 53.0
d Count
Private Count 18 2 2 8 12 42
sector Expecte 20.5 2.4 2.9 9.3 6.9 42.0
d Count
Self Count 45 5 3 7 3 63
Employe Expecte 30.7 3.6 4.4 14.0 10.4 63.0
d d Count
Students Count 4 1 2 12 10 29
Expecte 14.1 1.6 2.0 6.4 4.8 29.0
d Count
Total Count 112 13 16 51 38 230
Expecte 112.0 13.0 16.0 51.0 38.0 230.
d Count 0

Table-4.31 by running the Crosstabulation the result shows that a significant portion of
customers at Indian Bank are self-employed individuals compared to other sectors. These
self-employed individuals are regular users of Indian Bank's services. The primary reason
for their engagement with the bank is their ownership status and frequent utilization of
banking services. And also, they approach the bank for loans, seeking various benefits.
The continuous use of bank services, including high transaction volumes, may lead to
improved creditworthiness, reflected in a higher credit score (CIBIL score). This enhanced
credit score enables customers to avail themselves of various benefits. Hence, it can be
results that self-employed individuals maintain accounts with Indian Bank to leverage
banking services, including loan facilities, and to enhance their credit profiles, ultimately
benefiting from the relationship with the bank.
 Table-4.32 Borrower Tenure and Credit Monitoring Satisfaction Correlations

How long How satisfied

have you are you with
been a the credit
Borrower Tenure and Credit Monitoring Satisfaction
borrower monitoring
with our services
institution provided by
? your bank or
lender?

Spearman's rho How long have Correlation 1.000 .587**

you been a Coefficient
borrower with
Sig. (2-tailed) . .000
our institution?
N 230 230
How satisfied are Correlation .587** 1.000
you with the Coefficient
credit monitoring
services provided Sig. (2-tailed) .000 .
by your bank or N 230 230
lender?

**. Correlation is significant at the 0.01 level (2-tailed).

Table-4.32 shows that the customers who have maintained accounts with Indian Bank
for a long period express highly satisfied with the credit monitoring system offered by
the bank. This satisfaction results to be a primary reason for their holding the account
in Indian Bank. And also these customers express the greater overall satisfaction with
the products and services provided by the bank. The correlation between the
satisfaction with the credit monitoring system and overall satisfaction with Indian
Bank's products and services is notably strong, with a coefficient value of 0.587. This
positive correlation suggests that customers who are content with the credit monitoring
system are also more likely to be satisfied with the bank's offerings as a whole. This
finding makes the importance of effective credit monitoring systems in enhancing
customer satisfaction and retention, thereby contributing positively to the overall
reputation and success of Indian Bank.

How satisfied are you with the credit monitoring Tota

Satisfaction vs. Tenure services provided by your bank or lender? l
Crosstabulation Very Satisfi Netur Dissatisfi Very
Satisfie ed al ed Dissatisfi
d ed
How Les Count 6 11 2 0 0 19
long s Expect 3.0 5.0 10.5 .4 .2 19.0
have than ed
you 1 Count
been a year
borrow 1-3 Count 30 48 56 1 0 135
er with year Expect 21.1 35.2 74.5 2.9 1.2 135.
our s ed 0
instituti Count
on? 3-5 Count 0 1 32 0 1 34
Yea Expect 5.3 8.9 18.8 .7 .3 34.0
rs ed
Count
Ove Count 0 0 37 4 1 42
r5 Expect 6.6 11.0 23.2 .9 .4 42.0
Yea ed
rs Count
Total Count 36 60 127 5 2 230
Expect 36.0 60.0 127. 5.0 2.0 230.
ed 0 0
Count
Table-4.33 Satisfaction vs. Tenure Crosstabulation

Table-4.33 by running the Crosstabulation the result shows that the correlations table, it is
shows that there exists a strong positive relationship between two variables. Also, the
respondents, on average, have maintained their accounts with Indian Bank for over a year.
These customers have established a strong relationship with the bank, indicating a positive
live experience. Apart from this, it is noted that customers who have maintained their
accounts for more than a year exhibit higher satisfaction levels with Indian Bank's
products, services, and credit monitoring terms. This correlation suggests that customer
satisfaction is positively influenced by the duration of the banking relationship. The
numbers also show that many customers have kept their accounts with the bank for over a
year. This study results that when people stay with the bank for a long time, they been to be
more satisfied with the service.
 Which type(s) of loans do you currently have with Total
our institution?
Loan Impact and Types Educatio Salar Busin Stree Hou O
n loan y ess t sing th
loan loan vend loan er
or s
loan
How Enabl Cou 10 13 16 30 1 0 70
ed nt
have
educat Expe 8.2 19.5 14.0 24.7 2.4 1. 70.0
your ion or cted
2
loan career Cou
s advan nt
cemen
impa t
cted Facilit Cou 9 33 17 26 6 4 95
your ated nt
fina busine Expe 11.2 26.4 19.0 33.5 3.3 1. 95.0
ss cted
ncial growt
7
Cou
well h or nt
- expan
bein sion
Suppo Cou 5 10 9 8 0 0 32
g rted nt
and housi Expe 3.8 8.9 6.4 11.3 1.1 .6 32.0
futur ng or cted
e proper Cou
ty nt
plan owner
s? ship
(Sel Helpe Cou 1 6 3 13 1 0 24
ect d in nt
meeti Exp 2.8 6.7 4.8 8.5 .8 .4 24.0
all ng ecte
that emerg d
appl ency Cou
financ
y) nt
ial
needs
Other Cou 2 2 1 4 0 0 9
nt
Exp 1.1 2.5 1.8 3.2 .3 .2 9.0
ecte
d
Cou
nt
Total Cou 27 64 46 81 8 4 230
nt
Exp 27.0 64.0 46.0 81.0 8.0 4. 230.0
ecte 0
 d
Cou
nt
Table-4.34 Loan Impact and Types

Table-4.34 shows that by running the Crosstabulation the result shows that the types of
loans customers have currently taken from the bank and how these loans affect their
financial well-being and future plans. It is shows that a significant number of customers are
opting for loans to facilitate business growth or expansion. Also the street vendor loans
emerge as the most commonly taken loan by customers. This indicates that a considerable
portion of customers is using the loans primarily for business expansion purposes. apart
from this, the data suggests that the next most common reasons for taking loans include
education and career advancement, followed by supporting housing property. Emergency
financial needs rank the lowest in terms of loan purposes.
Table-4.35 Borrower Tenure and Future Loan Obligation Confidence Crosstabulation
Borrower Tenure and How confident are you in your ability to manage your Tot
Future Loan loan obligations in the future? al
Obligation Confidence
Crosstabulation.
Very Confide Neutr Not Very
confide nt al Confide Unconfide
nt nt nt

How Les Cou 5 9 3 2 0 19

long s nt
have tha Expe 3.4 6.4 8.2 .9 .2 19.0
you n1 cted
been yea Cou
a r nt
borro 1-3 Cou 30 44 53 8 0 135
wer yea nt
with rs Expe 24.1 45.2 58.1 6.5 1.2 135.
our cted 0
instit Cou
ution nt
? 3-5 Cou 4 11 18 0 1 34
Ye nt
ars Expe 6.1 11.4 14.6 1.6 .3 34.0
cted
Cou
nt
Ov Cou 2 13 25 1 1 42
er nt
5 Expe 7.5 14.1 18.1 2.0 .4 42.0
Ye cted
 ars Cou
nt
Total Cou 41 77 99 11 2 230
nt
Expe 41.0 77.0 99.0 11.0 2.0 230.
cted 0
Cou
nt

Table-4.35 shows that by running the Crosstabulation the results that how people handle their
loan responsibilities based on their experience with borrowing from the institution. It reveals
that customers who have borrowed for 1-3 years feel quite confident about managing their
loans. Most people seem neutral about it. Only a few people feel very unsure about managing
their loans. Overall, it suggests that as people gain experience with borrowing, they tend to feel
more capable of handling their loan obligations.
Chapter V: Findings and conclusion

a) State the Major Findings

You should write a direct, declarative, and succinct proclamation of the study results,
usually in Bullet points.

b) Jusification for your findings can be explained pertaining to the study / from
analysis.

c) Suggestions and Recommendations

d) Managerial/ Policy Implications:

d) Limitation of the study

e) Conclusion (not more than 1 page)

References
1. Abrahams, C. R., & Zhang, M. (2009). Credit risk assessment: the new lending
system for borrowers, lenders, and investors (Vol. 22). John Wiley & Sons.
2. Andersson, P. (2001). Expertise in credit granting: Studies on judgment and
decision-making behavior. Stockholm School of Economics.
3. Aspinal, F., Stevens, M., Manthorpe, J., Woolham, J., Samsi, K., Baxter, K., ... &
Ismail, M. (2019). Safeguarding and personal budgets: the experiences of adults at
risk. The Journal of Adult Protection, 21(3), 157-168.
4. Avery, R. B., Calem, P. S., Canner, G. B., & Bostic, R. W. (2003). An overview of
consumer data and credit reporting. Fed. Res. Bull., 89, 47.
5. Bai, C., Shi, B., Liu, F., & Sarkis, J. (2019). Banking credit worthiness: Evaluating
the complex relationships. Omega, 83, 26-38.
6. Banerjee, A. V., & Duflo, E. (2014). Do firms want to borrow more? Testing credit
constraints using a directed lending program. Review of Economic Studies, 81(2),
572-607.
7. Bholat, D., Lastra, R. M., Markose, S. M., Miglionico, A., & Sen, K. (2018). Non-
performing loans at the dawn of IFRS 9: regulatory and accounting treatment of
asset quality. Journal of banking regulation, 19, 33-54.
8. Brewer, E., Jackson, W. E., & Moser, J. T. (2001). The value of using interest rate
derivatives to manage risk at US banking organizations. Economic Perspectives-
Federal Reserve Bank of Chicago, 25(3), 49-65.
9. Bromberg, J., Alexander, T., Kerney, S., Tarpinian, V., & GOVERNMENT
ACCOUNTABILITY OFFICE WASHINGTON DC WASHINGTON DC United
States. (2017). Identity theft services: Services offer some benefits but are limited in
preventing fraud (p. 0070). Technical report, Government Accountability Office,
Washington DC, United States.
10. Caouette, J. B., Altman, E. I., & Narayanan, P. (1998). Managing credit risk: the
next great financial challenge.
11. Chaudhary, K., Yadav, J., & Mallick, B. (2012). A review of fraud detection
techniques: Credit card. International Journal of Computer Applications, 45(1), 39-
44.
12. Fourcade, M., & Healy, K. (2013). Classification situations: Life-chances in the
neoliberal era. Accounting, Organizations and Society, 38(8), 559-572.
13. Fraser, S., Bhaumik, S. K., & Wright, M. (2015). What do we know about
entrepreneurial finance and its relationship with growth?. International small
business journal, 33(1), 70-88.
14. Gichuki, J. A. W., Njeru, A., & Tirimba, O. I. (2014). Challenges facing micro and
small enterprises in accessing credit facilities in Kangemi Harambee market in
Nairobi City County, Kenya. International Journal of Scientific and Research
Publications, 4(12), 1-25.
15. Henning, J. I. F. (2016). Credit scoring model: Incorporating entrepreneurial
characteristics (Doctoral dissertation, University of the Free State).
16. Iyer, R., Khwaja, A. I., Luttmer, E. F., & Shue, K. (2009, August). Screening in new
credit markets: Can individual lenders infer borrower creditworthiness in peer-to-
peer lending?. In AFA 2011 Denver meetings paper.
17. Kamath, K. V., Kohli, S. S., Shenoy, P. S., Kumar, R., Nayak, R. M., Kuppuswamy,
P. T., & Ravichandran, N. (2003). Indian banking sector: Challenges and
opportunities. Vikalpa, 28(3), 83-100.
18. Karlan, D. S., & Zinman, J. (2007). Expanding credit access: Using randomized
supply decisions to estimate the impacts.
19. Lauer, J. (2017). Creditworthy: A history of consumer surveillance and financial
identity in America. Columbia University Press.
20. McCabe, B. J. (2016). No place like home: Wealth, community, and the politics of
homeownership. Oxford University Press.
21. Matcham, W. (2022). Risk-Based Borrowing Limits in Credit Card Markets.
Working paper.
22. Nabenyiinda, L. W. (2012). Loan management and financial performance in
financial institutions (Doctoral dissertation, Uganda Management Institute).
23. Narayan-Parker, D. (Ed.). (2002). Empowerment and poverty reduction: A
sourcebook. World Bank Publications.
24. Norden, L., & Weber, M. (2010). Credit line usage, checking account activity, and
default risk of bank borrowers. The Review of Financial Studies, 23(10), 3665-
3699.
25. Odhiambo, L. A. (2013). The effect of changes in interest rates on the demand for
credit and loan repayments by small and medium enterprises in Kenya. University
of Nairobi.
26. Rifkin, J. (2001). The age of access: The new culture of hypercapitalism. Penguin.
27. Sharifi, S., Haldar, A., & Rao, S. N. (2019). The relationship between credit risk
management and non-performing assets of commercial banks in India. Managerial
Finance, 45(3), 399-412.
28. Swire, P. P. (1999). Financial privacy and the theory of high-tech government
surveillance. Wash. ULQ, 77, 461.
29. Vlaev, I., & Elliott, A. (2014). Financial well-being components. Social indicators
research, 118, 1103-1123.
30. Weinberg, J. (2018). Know Everything That Can Be Known about Everybody: The
Birth of the Credit Report. Vill. L. Rev., 63, 431.
31. Wojnilower, A. M., Friedman, B. M., & Modigliani, F. (1980). The central role of
credit crunches in recent financial history. Brookings Papers on Economic Activity,
1980(2), 277-339.
32. World Bank. (2020). Protecting People and Economies: Integrated Policy
Responses to COVID-19.
33. Yescombe, E. R. (2002). Principles of project finance. Elsevier.
 34. Zernik, A. (2018). Overdrafts: When Markets, Consumers, and Regulators Collide.
Geo. J. on Poverty L. & Pol'y, 26, 1.

Annexure
QUESTIONNAIRE

This Survey has been designed as a method of data collection for Research on “Insights
into Credit Management: Banking Customer Survey Indian Bank Katpadi Branch”
This survey is purely for the purpose of research. Please answer freely and your answers
will not be disclosed to anyone.
Please tick(√) the relevant options.
1) Name:__________________
2) Gender Male Female
3) Age
i) Less than 30 Years ii) 31 to 40 years iii) 41 to 50 years
iv) Above 50 year
4) Marital Status
i) Married ii) Unmarried
5) Academic Qualification
i) SSLC ii) HSC iii) Graduate iv) Post Graduate iv) No formal
education
6) Occupation
i) Business ii) Public Sector iii) Private sector
iv) Self-employed v) Students
7) What is your current employment status?
i) Employed full-time ii) Employed part-time iii) Self-employed
vi) Unemployed v) Retired
8) How long have you been with your current employer/business?
i) Less than 6 months ii) 6 months to 1 year iii) 1-3 years
iv) Over 3 years
9) Annual Income
i) Less than Rs. 3,00,000 ii) Rs. 3,00,001 to Rs. 6,00,000 iii) Rs. 6,00,001 to
Rs.9,00,000
iv) Rs. 9,00,001 to Rs. 12,00,000 v) Above 12,00,000
10) Which type of account do you have in the Indian Bank?
i) Savings A/c ii) Loan A/c iii) Fixed A/c iv) Current A/c v) Gold Loan A\c
11) Are you aware of products & services provided by Indian bank?
i) Yes ii) No
12) Have you used the Following Products/Services being offered by the bank?

Loan Products:
13) Are you aware of the advance products (loan segments) of Indian bank?
i) Yes ii) No
14) Which type(s) of loans do you currently have with our institution? (Select all that
apply)
i) Education loan ii) Salary loan iii) Business loan iv) Street vendor loan
v) Housing loan vi) Other (please specify): _____________
15) If you prefer Indian Bank for taking loan than what influence you to take loan
from Indian Bank?
i) Competitive interest rates ii) Flexible repayment options iii) Trustworthiness and
reliability of the bank iv) Good customer service
Assessment of Credit worthiness:

16) What are your primary sources of income? (Select all that apply)
 i) Salary/wages ii) Business income iii) Investment income iv) Rental
income
v) Pension/retirement benefits vi) Other (please specify): _______
Credit Terms:

17) Do you believe that having a good credit score positively impacts your ability to
secure higher credit limits for banking loans?
i) Strongly agree ii) Agree iii) Neutral iv) Strongly disagree
Credit Monitoring:
18) How do you mitigate the risk of defaulting on loan payments?
i) Maintaining an emergency fund ii) Creating a budget and sticking to it
iii) Diversifying income sources vi) Purchasing insurance coverage
v) Other (please specify): ______

19) How long have you been a borrower with our institution?
i) Less than 1 year ii) 1-3 years iii) 3-5 years iv) Over 5 years
20) How satisfied are you with the credit monitoring services provided by your bank or
lender?
i) Very satisfied ii) Satisfied iii) Neutral iv) Dissatisfied v) Very dissatisfied
21) How do you primarily manage your loan repayments? (Select all that apply)
i) Online payments ii) Auto-debit from bank account
iii) Manual payments through bank branches iv) other (please specify): _______
22) How have your loans impacted your financial well-being and future plans? (Select all
that apply)
i) Enabled education or career advancement ii) Facilitated business growth or expansion
iii) Supported housing or property ownership iv)Helped in meeting emergency financial needs
v) Other (please specify): _______
23) How confident are you in your ability to manage your loan obligations in the future?
i) Very confident ii) Confident iii) Neutral iv) Not confident
v) Very unconfident
Credit Limit:
24) How satisfied are you with the credit limit offered on your banking loan(s)?
i) Very satisfied ii) Satisfied iii) Neutral iv) Dissatisfied v) Very dissatisfied
25) Have you ever requested an increase or decrease in your credit limit for a banking loan?
i) Yes ii) No
26) Reasons for Credit Limit Adjustments:
a. If yes, what was the primary reason for requesting a change in credit limit?
i) Increased financial need ii) Decreased financial need Better credit score
iii) Lower credit score Other (please specify): ________
27) Over all satisfaction of the Indian Bank Katpadi branch?
i) Very Satisfied ii) Satisfied iii) Neutral iv) Dissatisfied
v) Very Dissatisfied

Bibliography