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IJSTR >> Volume 8 - Issue 10, October 2019 Edition

International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616

Demographic Characteristics As Cognitive Elements To Measure The Service Quality Of Housing Finance Companies In India

[Full Text]



D. Srinivasa Kumar



Service Quality, Demographic Characteristics, Housing Finance, HFCs, Satisfaction, Housing Loans



The present study explores the satisfaction of the customers on the services offered by Housing Finance Companies, sought to empirically validate the service quality dimensions that are correlation with demographic characteristics of respondents. Data was collected from 264 loan borrowers in North Coastal Andhra Pradesh through interviews and discussions using well-structured questionnaire, seeking their opinion about the loaning pattern, time taken for disbursing loan, the behavior of Housing Finance Companies officials and their Service Quality. Service quality dimensional parameter is rated by the respondents on the five-point scale. Respondents towards each aspect of the service are taken for further analysis. The principal compound factor analysis is applied. The significantly influencing factors towards various dimensions of services are reliability, assurance and tangibility, since the regression co-efficient is significant at 1 per cent level. Empathy and Responsiveness are also significant at 5 per cent level. The earning members per family are positively correlated with the various aspects of services offered by Housing Finance Companies except tangibility.



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