Published on: June 2026
CUSTOMER SATISFACTION TOWARDS HOME LOANS: A STUDY ON HOME FIRST FINANCE COMPANY (HFFC), MADURAI
Chandra Prasath R
DR. A. ALEESWARI
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Abstract
This study investigates customer satisfaction levels among home loan borrowers at Home First Finance Company (HFFC), Madurai, India. The housing finance sector is experiencing rapid growth, projected at 20–22% annually, making customer satisfaction a critical competitive factor. HFFC, a dedicated Housing Finance Company catering to middle-income first-time homebuyers, lacked a formal customer satisfaction index. Using a descriptive research design with a random sample of 75 customers, this study employed percentage analysis and Pearson correlation to assess satisfaction across key attributes: loan purpose, rate of interest (ROI), tenure, loan processing, documentation, customer service, disbursement, and insurance. Results reveal that 84% of customers are overall satisfied, with notable strengths in tenure flexibility (91%), disbursement transparency (100% CSM communication), and customer service. However, significant dissatisfaction was found regarding insurance premium costs and limited insurer options. Correlation analysis confirmed that adequate ROI explanation positively influences customer perception. The study recommends improved interest rate communication, an internal legal/technical team for faster processing, and diversified insurance tie-ups to enhance satisfaction.
How to Cite this Paper
R, C. P. (2026). Customer Satisfaction Towards Home Loans: A Study on Home First Finance Company (HFFC), Madurai. International Journal of Creative and Open Research in Engineering and Management, <i>02</i>(6). https://doi.org/10.55041/ijcope.v2i6.161
R, Chandra. "Customer Satisfaction Towards Home Loans: A Study on Home First Finance Company (HFFC), Madurai." International Journal of Creative and Open Research in Engineering and Management, vol. 02, no. 6, 2026, pp. . doi:https://doi.org/10.55041/ijcope.v2i6.161.
R, Chandra. "Customer Satisfaction Towards Home Loans: A Study on Home First Finance Company (HFFC), Madurai." International Journal of Creative and Open Research in Engineering and Management 02, no. 6 (2026). https://doi.org/https://doi.org/10.55041/ijcope.v2i6.161.
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- •Published on: Jun 13 2026
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