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@article{208274,
        author = {Manju S and Suresha C and Dr.Anthony Samson},
        title = {CUSTOMER AWARENESS AND SATISFACTION TOWARDS HOUSING LOAN SERVICES: A STUDY OF CANARA BANK CUSTOMERS IN GUNDLUPET},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {13},
        number = {4},
        pages = {1122-1133},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=208274},
        abstract = {Housing finance plays a significant role in enabling individuals and families to construct, purchase, renovate and improve residential properties. In an increasingly competitive banking environment, customer awareness and satisfaction have become important determinants of the effectiveness and quality of housing loan services. The present study examines customer awareness and satisfaction towards housing loan services offered by Canara Bank with special reference to Gundlupet, Karnataka. The study is descriptive and analytical in nature and is based on primary data collected from 50 customers who had availed housing loans from Canara Bank. A structured questionnaire was used for data collection, and convenience sampling was adopted for selecting the respondents. The collected data were analysed using frequency and percentage analysis. In addition, Spearman correlation analysis and multiple regression analysis were employed to examine the relationship between selected service dimensions and overall customer satisfaction.
The descriptive findings reveal that the majority of respondents belonged to the economically productive age group of 25–45 years, and salaried employees constituted the largest occupational category. Friends and relatives and bank staff emerged as major sources of awareness regarding housing loan schemes. Construction and renovation were the principal purposes for availing housing loans, while interest rate and EMI affordability were important factors influencing the selection of Canara Bank. The advanced statistical analysis revealed that staff support had a statistically significant positive relationship with overall customer satisfaction. Documentation process also emerged as a significant predictor of overall satisfaction in the regression model. Processing time, although positively evaluated by respondents, did not make a statistically significant independent contribution to overall satisfaction. The regression model was statistically significant and explained 24.8 percent of the variation in overall customer satisfaction. The study concludes that customer satisfaction towards Canara Bank's housing loan services is generally positive. However, improvements in documentation procedures, staff support, customer guidance, communication and processing efficiency can further enhance the housing loan experience.},
        keywords = {Customer awareness, Customer satisfaction, Housing loans, Canara Bank, Regression analysis, Correlation analysis, Banking services, Gundlupet.},
        month = {September},
        }