S M AR T

Journal of Business Management Studies

(A Professional, Refereed, International and Indexed Journal)

Vol-13 Number- 2 July - December 2017 Rs.500

ISSN 0973-1598 (Print) ISSN 2321-2012 (Online)

Professor MURUGESAN SELVAM, M.Com, MBA, Ph.D

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SCIENTIFIC MANAGEMENT AND ADVANCED RESEARCH TRUST

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 SMART J O U R N A L O F B U S I N E S S M A N A G E M E N T S T U D I E S
(A Professional, Refereed, International and Indexed Journal)
www.smartjournalbms.org

DOI : 10.5958/2321-2012.2017.00015.X

A STUDY OF CUSTOMERS’ PERCEPTION AND SATISFACTION

TOWARDS HOUSING LOANS OF LIC HOUSING FINANCE LTD. AND
SBI BANK IN HALDWANI REGION

Manjari Agarwal*
Assistant Professor, Uttarakhand Open University, Haldwani.
magarwal@uou.ac.in

and

Poonam Arya
Uttarakhand Open University, Haldwani.
speaktopoonam@gmail.com

Abstract

India has witnessed sea change in the Housing Finance Industry since the last decade.
Housing is important not only for human settlement but also as a foundation for the
development of human race. Particularly after the norms being relaxed by the Reserve Bank
of India (RBI), individual housing loans disbursement by the Banks, are expected to soar
high in coming years, giving a boost to this sector. These loan providers, having their own
niches, are providing attractive loan schemes and services. However, certain problems are
also witnessed by customers like visiting the Housing Finance Companies (HFCs) every
month for EMI payment, delays in repayment due to non-reaching of timely PDCs to the
HFCs, leading to customer dissatisfaction. Therefore, an assessment of customers’ satisfaction
of these two housing finance providers, will clearly reflect the expectations of customers
from the loan providers. After collecting the data and doing the analysis, it was concluded
that both LICHFL and SBI have varied clientele and people preferred both the institutions
but LICHFL was slightly more preferred than SBI Bank for home loans.
Keywords: Housing Loan, Satisfaction, SBI and LICHFL
JEL Code: G21
Paper Received : April 04, 2016 Revised : April 06, 2017 Accepted : April 24, 2017

* Corresponding Author

ISSN 0973-1598 (Print) ISSN 2321-2012 (Online) Vol. 13 No.2 July - December 2017 61
1. Introduction market-driven. Hence it is essential for these
India has witnessed sea change in the loan providers, to capitalize and consolidate their
Housing Finance Industry since the last decade. loan, by providing adequate services and
Housing is important not only for human providing loans at competitive rate.
settlement but also as a foundation for the 2. Review of Literature
development of human race. Middle Income and Srinivasan (2000) found that there should
Low income group families aspire for their be simplified documentation process and friendly
dream abodes and accordingly, such families approach and procedure. Further, he reported
require financial assistances for construction, that good customer service and non-insistence
improvement, extension and renovation. Such on collateral securities, including simplified and
financial assistances are not only provided by speedy documentation process, are the most
Banks but also by Housing Finance Companies important variables, in the marketing of housing
(HFCs) like HDFC Ltd., LICHFL, and DHFL loan schemes by banks. Kumar Shalini and
etc. These financial institutions are extending Sudha (2014) assessed the customers’
helping hand, in providing credit to the loan perspective towards home loans. The
seekers, for building their dream homes. researchers found that private sector employees
Households in developing economies like India, have more problems, in terms of rate of interest,
with large population, aspire for their own years of repayment and total charges. They also
shelters. In general, with an unprecedented found that higher income group respondents
development of Indian Economy since the last identified the difficulties with the type of interest
two decades, the housing finance sector has also and charges in the home loan transaction. Rate
recorded impressive growth. Particularly after of interest is quite high in housing loan and banks
the norms being relaxed by RBI (increase in do not give liberty to the customers, to fix the
LTV ratio), individual housing loans disbursement years of repayment. Sawant and Mahajan
by the Banks, are expected to soar high in the (2013) asserted that banks can play a supporting
coming years, giving a boost to this sector. role in the disbursement of housing loans in an
However, the loan seeker opts for the institution, economy. The banks, taken for the study, were
as per his/her convenience, income profile and ICICI Bank (Private Bank), Bank of India
preferences. Further, India’s rapid population (Public Sector Bank) and Kolhapur Urban Co-
growth, increasing urbanization and rising operative Bank (Cooperative Bank). The study
affordability, have spurred the housing finance revealed that ICICI possessed an advantage of
market. However, given increasing competition Door Step Service and sanctioned TAT
in the sector from banks, HFCs, which have Services. Further, the study found that the Bank
access to funds, better operational and credit of India recorded a preferred attractive interest
cost control and better service quality, will rate and Kolhapur Urban Cooperative Bank
continue to grow. Further, as per the Annual reported pr eferred easy and minimum
report of LICHFL, approximately 123 million of documentation. Nallusamy (2012) found that
urban population, by 2020, are likely to require customers of the bank were highly satisfied with
professional assistance, for construction of the home loan services, in terms of services
houses. Further, India is expected to emerge as rendered, transparency in disbursements, time
the third largest economy in the world, by 2030, taken for loan approval, employee co-operation
with an estimated 590 million people inhabiting and query handling. Chadha and Chawla
the cities. With a growing number of players, (2013) compared HDFC, HUDCO, LIC
the housing sector is becoming increasingly

A Study of Customers' Perception and Satisfaction towards Housing Loans ... 62

Housing, GIC Housing, CanFin Housing, 3. Statement of the Problem
Manipal Housing, Sundaram BNP Paribas, The market is more aware and realistic
REPCO Housing, GRUH Housing and about investment and returns from financial
DEWAN Housing, on the basis of corporate products. Therefore, Banks and Financial
governance practices adopted. Ravindra et al., Institutions are making all round efforts, towards
(2013) identified service quality of Housing obtaining customer satisfaction and extending
Finance Companies in India. The study on helping hand in attaining their dreams. However,
LICHFL and HDFCs, revealed that respondents due to various hurdles like general terms and
of HDFCs were highly satisfied as compared conditions, and lengthy procedures sometime add
to respondents of LICHFL. Vanaja and to customer dissatisfaction. Therefore, this study
Sindhuja (2013) studied customer perception, wanted to analyze the customer satisfaction
regarding home loans offered by HDFC and the towards services in general and LICHFL and
factors influencing customers towards housing SBI in particular. Further, this Study will help to
finance institutions. It was found that major understand the consumers’ satisfaction about
factors, that influenced choice among customers, LIC HFL and SBI services and products.
in selecting housing loan companies, were
competitive interest rate, flexible repayment 4. Need of the Study
system, progressive funding and prepayment This study would help financial institutions,
penalty. In another study, by Narwal et al., to customize their services, according to the
(2013), it was found that customer friendly consumer’s need. With the deep understanding
environment is a dominant factor that impacts of customers’ responses, these institutions can
the customer preferences. The study used develop strategies for meeting the challenges
Factor Analysis and ANOVA. The study found of today’s competitive world. This study will also
the rate of interest, payment terms and help the Housing Loan Providers, to understand
conditions, and freebies offered by the banks to the experience and expectations of the existing
be key variables, affecting preferences. loan takers.
Ravneet Kaur (2013) attempted to assess 5. Objective of the Study
customer satisfaction, in relation to the services The main objective of the study was to find
provided by Housing Finance Institutions. The the relative performance of LICHFL and SBI,
study was undertaken on Housing Development in terms of the housing schemes and
and Finance Corporation Ltd, and GIC Housing disbursements of housing loans and to assess
Finance Ltd. on the basis of various parameters. the satisfaction levels of home loans takers of
Kaur Inderbir (2013) did a comparative study Haldwani Region.
of Housing loan of HDFC and ICICI. The study
6. Hypotheses of the Study
concluded that HDFC bank was more preferred
as compared to ICICI bank, in terms of housing The following hypotheses were framed for
loan disbursement. The study found that younger testing in this study:
population favoured more private sector entities NH-1: Transparency in the process of Sanction
than government entities. However, very few and Disbursement does not impact the Overall
studies have been undertaken, for finding out Performance of SBI.
the customer satisfaction and perception towards
NH-2: Transparency in the process of Sanction
housing loans provided by public sector entities
and Disbursement does not impact the Overall
like banks and institutions, dedicated to housing
Performance of LICHFL.
loan disbursement like LICHFL.

ISSN 0973-1598 (Print) ISSN 2321-2012 (Online) Vol. 13 No.2 July - December 2017 63
NH-3: Proper and Speedy Response from the 7.4 Tools used for the Study
officials does not impact the Overall Researchers used Percentage analysis,
Performance of SBI. proportionate analysis, chi-square analysis and
NH-4: Proper and Speedy Response from the correlation, in this study.
officials does not impact the Overall 8. Analysis of Data
Performance of LICHFL. Table-1 and 2 indicate that out of the total
40 respondents from SBI, three strongly agreed
NH-5: Sincere efforts of staff (Housing Loan)
to the transparency in the process of sanctions
for solving problems do not impact the overall
and disbursements and also rated overall
performance of SBI.
performance as excellent. Further, 67.5%
NH-6: Sincere efforts of staff (Housing Loan) respondents agreed that there was transparency
for solving problems do not impact the overall in the process of sanction and disbursements.
performance of LICHFL. Out of these respondents, 52% agreed with the
NH-7: Faster Loan processing does not impact transparency in the process of sanctions and
overall Performance of SBI. disbursements as well as with the overall
performance of SBI. It was found that there
NH-8: Faster Loan processing does not impact was significant association between
overall Performance of LICHFL. ‘Transparency in the process of sanction and
7. Research Methodology disbursement’ and ‘Overall Performance of
7.1 Sample Size SBI’, as the value of Pearson Chi-square was
16.775 and the significance value was 0.010
Purposive sampling was employed, to
which was less than 0.05. Hence, the null
collect data from the selected prospective
hypothesis (NH-1) is rejected.
customers and home loan takers. Sample size
denotes the number of elements selected for According to the Table-3 and 4, out of the
the study. Overall responses were collected, from nine respondents, three strongly agreed to the
90 customers, out of which 40 were from SBI transparency in the process of sanctions and
and 50 were from LICHFL, to assess their disbursements and they also rated overall
preference and satisfaction level for the study. performance as excellent. 67% of respondents
strongly agreed with the transparency in the
7.2 Sources of Data
process of sanctions and disbursements and they
Data collection techniques such as also rated overall performance to be good. Further,
structured interview and questionnaire were 29 respondents agreed with the transparency in
employed. Open end interview method was used the process of sanctions and disbursements and
for collection of primary data. Secondary data also assessed overall the performance of SBI to
were collected from published literature, journals, be good. On the basis of results, it can be inferred
books, magazines, newspaper, pamphlets, that there was no significant association between
handouts, annual reports and various web articles ‘Transparency in the process of sanction and
related to the topic. disbursement’ and ‘Overall Performance of
LICHFL’, as the value of Pearson Chi-square
7.3 Period of the Study
was 12.197 and its associated significance value
The study was conducted for three months was 0.058, which was greater than 0.05. Hence,
i.e. from May 2014 to July 2014. the null hypothesis (NH-2) is accepted.

A Study of Customers' Perception and Satisfaction towards Housing Loans ... 64

 Table-5 and 6 revealed that 24 loan takers was 0.002, which was less than 0.05, the null
agreed that proper and speedy response from hypothesis (NH-5) is rejected.
the officials of SBI, led to enhanced performance According to the Table-11 and 12, in the
of SBI. Out of these, only 7 respondents agreed case of LICHFL, 90% of respondents were
that there was proper and speedy response from satisfied with the efforts of the staff in solving
the officials and they rated the overall problems. Further, 36 respondents assessed the
performance to be average and 13 respondents overall performance of LICHFL to be good.
agreed that there was proper and speedy Eight percent of respondents were not satisfied
response from the officials of SBI and rated the with the problem solving efforts of LICHFL and
overall performance to be good. It was found they also assessed overall performance of the
that there was significant association between LICHFL to be average. It was found that the
‘Proper and Speedy response from the Officials value of Pearson Chi-square was 25.309 and
of SBI’ and ‘Overall Performance of SBI’, as associated significance value was 0.000, which
the value of Pearson Chi-square was 13.431 was quite less than 0.05. Therefore, there was
and its associated significance value was 0.037, significant association between the two
which was less than 0.05. Hence the null variables. Further, on assessing the relationship
hypothesis (NH-3) is rejected. between the above two variables, it was found
According to the Table-7 and 8, 72% that there was high and positive correlation
respondents stated that there was proper and between Sincere Efforts of LICHFL Staff to
speedy response from the officials of LICHFL solve problems and Overall Performance of
and out of them, majority mentioned that overall LICHFL. Hence null hypothesis (NH-6) is
performance of LICHFL was good. 4% of accepted.
respondents were satisfied with the proper and According to Table-13 and 14, 55%
speedy response of the officials and also rated respondents agreed that loan processing was
overall performance to be excellent. It was faster in SBI. Out of them, 13 assessed that
found that there was a significant association overall performance of SBI was good and four
between ‘Proper and speedy response from the assessed it to be excellent. However, out of these
Officials of LICHFL’ and ‘Overall Performance 22 respondents, five respondents assessed the
of LICHFL’, as the value of Pearson Chi-square overall performance to be excellent. Further, out
was 25.309 and its associated significance value of three respondents that strongly agreed that
was 0.000. Hence the null hypothesis (NH-4) loan processing was faster, only one respondent
is rejected. assessed the overall performance to be
According to Table-9 and 10, 32 excellent. 25% strongly disagreed that loan
respondents (80%) believed that SBI staff put processing in SBI was fast. It was found that
in sincere efforts to solve problems and 69% of there was no significant association between
them assessed the overall performance to be ‘Faster Loan Processing in SBI and Overall
excellent and good. However, very few Performance of SBI, as the value of Pearson
respondents, i.e. 20% respondents, were not Chi-square value was 14.041 and its associated
satisfied, with the efforts of SBI employees in significance value was 0.081, which was found
solving problems and they also assessed the to be greater than 0.05 at 8 degrees of freedom.
overall performance of SBI to be average. Hence null hypothesis (NH-7) is accepted.
Further, as the value of Pearson Chi-square value According to Table-15 and 16, majority
was 12.222 and its associated significance value of r espondents (84%) agreed that loan

ISSN 0973-1598 (Print) ISSN 2321-2012 (Online) Vol. 13 No.2 July - December 2017 65
processing was fast in LICHFL. Out of these construction activities, by availing loans from
respondents, majority (69%) of them assessed LICHFL. It is suggested that disbursement
the overall performance of LICHFL to be good. process should be timely and transparent. It is
10% of respondents strongly agreed that loan advised that SBI should not mix insurance
processing was faster in LICHFL. Further, four business with housing finance. None of the
respondents agreed that overall performance of customers used modern modes of loan
LICHFL was good. It was found that there was repayment such as online banking. It was also
no significant association between Faster Loan found that respondents were unaware of the
Processing and Over all Per formance of due date of installment, in advance, in the case
LICHFL, as the value of Pearson Chi-square of SBI.
was 1.951 and associated significance value was 11. Conclusion
found to be 0.924, which was greater than 0.05.
Hence, the null hypothesis (NH-8) is accepted. In this study, both LICHFL and SBI
attracted a varied client base and people
9. Findings of the Study preferred both the institutions but LICHFL was
The respondents reported that the overall slightly more preferred than SBI Bank for home
performance of LICHFL was better than SBI. loans. Although mostly people preferred
It was found that loan disbursement was government banks for loans, especially older
speedier in SBI, as compared to LICHFL. It persons who were more dependent on
was also found that LICHFL was better than government banks, the trend is changing. It is
SBI, in terms of proper and speedy response of true that younger population preference is
officials to the loan takers. LICHFL was faster changing and the youth prefer those banks and
than SBI in terms of process of return of title HFCs, that provide better services and facilities,
deed and other documents, after the repayment compared to other banks and HFCs. The interest
of loan. Also, LICHFL was better than SBI, in rate is appropriate as per the demand and
terms of the behavioral aspect of employees. services are up to the mark that make LICHFL
There was need to work on marketing part, more preferable. Finally, LICHFL enjoys better
by home loan institutions, to spread awareness position in home loan sector than SBI.
of schemes among masses, through different 12. Limitations of the Study
channels. Factors like poor quality services, The study was conducted in a limited area
ineffective redressal procedure, poor ROI, etc. i.e., Haldwani Region only and therefore,
led to customer dissatisfaction. It was found that findings may vary as per the regions and financial
the customers of SBI were much more interested institutions. In the survey, some of the
in switching over to other HFC, as compared to respondents may have provided contradictory
LICHFL, if customers were asked to do so. responses as such the analysis may vary to
Despite other advantages of banks to customers, some extent. The study was restricted to only
LICHFL was more preferred by customers for one nationalized bank and one Housing Finance
Home Loans. company.
10. Suggestions 13. Scope for further research
The following suggestions are offered on The study can be extended to other financial
the basis of the study. HFCs should use quick institutions or may be extended to other regions.
processing of application and sanctioning of Further, the study can also be conducted on
loans, to attract many to undertake house assessing customer perception and satisfaction

A Study of Customers' Perception and Satisfaction towards Housing Loans ... 66

towards Home Loans and the factors that may Loans in Namakkal, International Journal of
influence the preferences towards the Management Research, (2)2, 37-41. http://
commercial banks in India. Further, comparative www.na mexijmr.com/demo1/wpcontent/
study can be carried out between Private and uploads/2015/04/2012_july_dec_6.pdf
Public Sector Housing Loan Providers, in respect Narwal, Mahabir Singh, Sushma, Rani &
of home loan policies and their implementation. Radhika (2013). Customer Preferences for
14. References Home Loans. International Journal of
Chadha, Pankaj & Vanitha Chawla (2013). Banking, Risk and Insurance, 1(1), 17-23.
Comparative Analysis of Indian Housing Ravindra, P.S., Viswanadham, P. & Rao
Finance Companies Based on Corporate Ch.Trinadha (2013). Service Quality of
Governance Disclosures. International Housing Finance Companies in India: A Case
Journal of Management and Science, 3(2), 11- Study of LIC Housing Finance Limited and
19. HDFC. Abhinav National Monthly Refereed
Kaur & Inderbir (2013). Comparative Study of Journal of Research in Commerce &
Housing Loan of HDFC and ICICI Bank, IOSR Management, 2(2),
Journal of Business and Management, 10(3), http://www.abhinavjournal.com/ images/
57-59. http:// i os rj ourna ls .org/ iosr -j bm/ Commerce_&_Management/Feb13/15.pdf
papers/Vol 10-issue 3/F01035759 Sawant, Kshitija & Mahajan, Shrikrishna
Kaur & Ravneet (2013). Customer satisfaction (2013). Housing Loan Management: A Study
in Relation to the Services provided by of Kuc BanK Ltd., Journal of Commerce &
Housing Finance Institutions: A Comparative Accounting Research, 2 (1), 57-65.
Study of Housing Development and Finance Srinivasan, K.L. (2000). A Project on Housing
Corporation Ltd. and GIC Housing Finance Finance, How SBI can establish leadership.
Ltd. Galaxy International Interdisciplinary SBI – STC paramour, Chennai, 1-32.
Research Journal, 1(2), 65-72. Vanaja, V. & Sindhuja, J. (2013). A study on
Kumar Shalini C. & Sudha, V. (2014). Housing Customer Perception towards HDFC Limited,
Loans - Customer Perspective (A Study International Journal of Management Sciences
Conducted With Reference to Chennai). and Business Research, 2 (4), 63-70.
Madras University Journal of Business and www.lichfl.com - LICHFL Annual Reports
Finance, 2 (20), 34 – 41. (2010-11, 2011-12 & 2012-13).
Nallusamy, M. (2012). A Study on Customer www.sbi.com - SBI Bank Annual Reports
Perceptions and Satisfaction towards Home (2010-11, 2011-12 & 2012-13).

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 Table-1: Impact of Transparency in the process of Sanction and Disbursement
on the Overall Performance of SBI
Overall Performance of SBI
Total
Excellent Good Average
Strongly Agree 3 0 1 4
Transparency in the process Agree 2 14 11 27
of sanction and
disbursement Neutral 0 1 4 5
Disagree 1 1 2 4
Total 6 16 18 40
Source: Primary Data

Table-2: Chi-Square Test - Impact of Transparency in the Process of

Sanction and Disbursement on the Overall Performance of SBI
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 16.775 6 0.010
Likelihood Ratio 14.457 6 0.025
Linear-by-Linear 2.337 1 0.126
Association
N of Valid Cases 40
a. 10 cells (83.3%) have expected count less than 5. The minimum expected count is .60.
Source: Computed by using SPSS

Table-3: Impact of Transparency in the Process of Sanction and

Disbursement on the Overall Performance of LICHFL
Overall Performance of LICHFL
Below Total
Excellent Good Average
Average
Strongly 3 6 0 0 9
Transparency in the Agree
process of sanction and
Agree 1 29 8 1 39
disbursement
Disagree 0 1 1 0 2
Total 4 36 9 1 50
Source: Primary Data

A Study of Customers' Perception and Satisfaction towards Housing Loans ... 68

 Table-4: Chi-Square Test - Impact of Transparency in the Process of Sanction and
Disbursement on the Overall Performance of LICHFL
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 12.197 6 0.058
Likelihood Ratio 11.135 6 0.084
Linear-by-Linear 6.023 1 0.014
Association
N of Valid Cases 50
a. 9 cells (75.0%) have expected count less than 5. The minimum expected count is .04.
Source: Computed by using SPSS

Table-5: Impact of Proper and Speedy Response from the

Officials of HFCs on the Overall Performance of SBI
Overall Performance of SBI Total
Excellent Good Average
Strongly Agree 1 0 0 1
Proper and speedy Agree 4 13 7 24
response from the
Officials of SBI Neutral 1 3 10 14
Disagree 0 0 1 1
Total 6 16 18 40
Source: Computed by using SPSS

Table-6: Chi-Square Test - Impact of Proper and Speedy Response from the
Officials of HFCs on the Overall Performance of SBI
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 13.431 6 0.037
Likelihood Ratio 12.058 6 0.061
Linear-by-Linear 8.040 1 0.005
Association
N of Valid Cases 40
a. 8 cells (66.7%) have expected count less than 5. The minimum expected count is .15.
Source: Computed by using SPSS

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 Table-7: Impact of Proper and Speedy Response from the Officials of
HFCs on the Overall Performance of LICHFL
Overall Performance of LICHFL
Total
Excellent Good Average Below Average
Strongly Agree 2 0 0 0 2
Proper and speedy Agree 2 30 4 0 36
response from the
Officials of LICHFL Neutral 0 6 4 0 10
Disagree 0 0 1 1 2
Total 4 36 9 1 50
Source: Computed by using SPSS

Table-8: Chi-Square Test - Impact of Proper and Speedy Response from the
Officials of HFCs on the Overall Performance of LICHFL
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 55.247a 9 0.000
Likelihood Ratio 26.237 9 0.002
Linear-by-Linear Association 19.028 1 0.000
N of Valid Cases 50
a. 13 cells (81.3%) have expected count less than 5. The minimum expected count is .04.
Source: Computed by using SPSS
Table-9: Impact of Sincere efforts of Staff of Housing Finance Institutions for
Solving Problems on the Overall Performance of SBI
Overall Performance of SBI Total
Excellent Good Average
Sincere Efforts of SBI Staff to Yes 6 16 10 32
solve problems No 0 0 8 8
Total 6 16 18 40
Source: Computed by using SPSS
Table-10: Chi-Square Test- Impact of Sincere Efforts of Staff of Housing Finance
Institutions for Solving Problems on the Overall Performance of SBI
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 12.222 2 0.002
Likelihood Ratio 15.302 2 0.000
Linear-by-Linear 9.368 1 0.002
Association
N of Valid Cases 40
a. 4 cells (66.7%) have expected count less than 5. The minimum expected count is 1.20.
Source: Computed by using SPSS

A Study of Customers' Perception and Satisfaction towards Housing Loans ... 70

Table-11: Impact of Sincere efforts of Staff of Housing Finance Institutions for Solving
Problems on the Overall Performance of LICHFL
Overall Performance of LICHFL
Total
Excellent Good Average Below Average
Sincere Efforts of Yes 4 36 5 0 45
LICHFL Staff to 0 0 4 1 5
solve problems No
Total 4 36 9 1 50
Source: Primary Data

Table-12: Chi-Square Test- Impact of Sincere Efforts of Staff of Housing Finance

Institutions for Solving Problems on the Overall Performance of LICHFL

Value df Asymp. Sig. (2-sided)

a
Pearson Chi-Square 25.309 3 0.000
Likelihood Ratio 20.143 3 0.000
Linear-by-Linear 19.093 1 0.000
Association
N of Valid Cases 50
a. 6 cells (75.0%) have expected count less than 5. The minimum expected count is .10.
Source: Computed by using SPSS

Table-13: Impact of Faster Loan processing on Overall Performance of SBI

Overall Performance of SBI Total
Excellent Good Average
Strongly Agree 1 1 1 3
Agree 4 13 5 22
Is Loan Processing
Neutral 0 0 2 2
Faster in SBI
Disagree 1 2 7 10
Strongly Disagree 0 0 3 3
Total 6 16 18 40
Source: Computed by using SPSS

ISSN 0973-1598 (Print) ISSN 2321-2012 (Online) Vol. 13 No.2 July - December 2017 71
 Table-14: Chi-Square Test - Impact of Faster Loan Processing on
Overall Performance of SBI
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 14.041 8 0.081
Likelihood Ratio 16.073 8 0.041
Linear-by-Linear 7.777 1 0.005
Association
N of Valid Cases 40
a. 13 cells (86.7%) have expected count less than 5. The minimum expected count is .30.
Source: Computed by using SPSS

Table-15: Impact of Faster Loan processing on Overall Performance of LICHFL

Overall Performance of LICHFL
Excellent Good Average Below Total
Average
Strongly Agree 0 4 1 0 5
Is Loan Processing Faster
Agree 4 29 8 1 42
in LICHFL
Neutral 0 3 0 0 3
Total 4 36 9 1 50
Source: Primary Data

Table-16: Chi-Square Test - Impact of Faster Loan Processing on

Overall Performance of LICHFL
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 1.951 6 0.924
Likelihood Ratio 3.245 6 0.778
Linear-by-Linear .200 1 0.655
Association
N of Valid Cases 50
a. 10 cells (83.3%) have expected count less than 5. The minimum expected count is .06.
Source: Computed by using SPSS

A Study of Customers' Perception and Satisfaction towards Housing Loans ... 72