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Customer satisfaction and perception towards home loan services provided by Non-Banking Financial Companies (NBFCs) are critical aspects that shape the success and sustainability of these financial institutions. This comprehensive study aims to unravel the intricate dynamics influencing customer satisfaction and perception within the context of home loan services offered by NBFCs. The multifaceted analysis incorporates a mixed-methods approach, encompassing surveys distributed among a representative sample of existing home loan customers and in-depth interviews to glean qualitative insights. The literature review underscores the pivotal role of factors such as interest rates, loan processing time, transparency, customer service, and overall experience in shaping customer satisfaction. Additionally, understanding the nuanced aspects that influence customer perception, including trustworthiness, comprehension of loan terms, communication channels, and perceived value for money, provides a holistic perspective. The findings highlight the need for NBFCs to prioritize customer-centric strategies, address key concerns, and continually enhance services to foster lasting relationship.
About the author
Dr. Vikas Kumar Mishra P.hd, MBA (Finance), M.com, GDCA, PGDFM, DSMDedicated and experienced Accountancy Teacher with a passion for educating undergraduate and postgraduate students in the fields of accountancy and finance. Committed to fostering a positive and engaging learning environment, imparting practical knowledge.
