Service Quality of Housing Finance Provided by Kerala Gramin Bank with special reference to Thrissur District

Abstract

Quality has more important at present world. Customers who consume a products or services mainly consider its quality. The people try to evaluate the quality of the product or services. The present study is mainly concentrated on service quality of housing finance provided by Kerala Gramin Bank with special reference to Thrissur District. Here the quality is assessed mainly by collecting information from the customers. The present study highlights the extent utilization of housing finance service offered by Kerala Gramin Bank. The major features of the service sector; especially on banking performance was projected in order to utilize the services as per the expectation of the customers. The study focused on the five dimensions of the service quality, namely, tangibility, reliability, responsiveness, assurance and empathy are considered. A sample of 70 customers selected from four branches selected using simple random sampling method. Data analysed using SPSS, and the outcome of the analysis shows that the customers who availed housing finance from Kerala Gramin Bank are satisfied.

Key Words:Service Quality, Housing Finance