Acknowledgement
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STUDENT DECLARATION This is to certify that I have completed the Project titled “A STUDY ON HOME LOANS” under the guidance of “Mr. Amit Kumar Gupta” in the partial fulfillment of the requirement for the award of the degree of “Masters in Business Administration” from “Rukmini Devi Institute Of Advanced Studies, New Delhi.” This is an original work and I have not submitted it earlier elsewhere. RAJNI CERTIFICATE This is to certify that the project titled “A STUDY ON HOME LOANS” is an academic work done by “RAJNI” submitted in the partial fulfillment of the requirement for the award of the degree of “Masters in Business Administration” from “Rukmini Devi Institute Of Advanced Studies, New Delhi.” under my guidance and direction. To the best of my knowledge and belief the data and information presented by him in the project has not been submitted earlier elsewhere. Mr. Amit Kumar Gupta (Project Guide) RDIAS ACKNOWLEDGEMENT "Gratitude is not a thing of expression; it is more matter of feeling." There is always a sense of gratitude which one express towards others for their help and supervision in achieving the goals. This formal piece of acknowledgement is an attempt to express the feeling of gratitude towards people who helpful me in successfully completing of my training. I would like to express my deep gratitude to Mr.Amit Khanna my training coordinator for their constant co-operation. He was always there with his competent guidance and valuable suggestion through out the pursuance of this research project. Special thanks to Mr.Amit Kumar Gupta who guided me to work honestly and to give valuable suggestion for improving my work Last but not least I would also like to place of appreciation to all the respondents whose responses were of utmost importance for the project. Above all no words can express my feelings to my parents, friends all those persons who supported me during my project. I am also thankful to all the respondents whose cooperation & support has helped me a lot in collecting necessary information. I would also like to thank almighty God for his blessings showered on me during the completion of project report. EXECUTIVE SUMMARY Home is a dream of a person that shows the quantity of efforts, sacrifices luxuries and above all gathering funds little by little to afford one’s dream. Home is one of the things that everyone one wants to own. Home is a shelter to person where he rests and feel comfortable. Many banks providing home loans whether commercial banks or financial institutions to the people who want to had a home. The housing sector plays an important role in the economic development of the country. My project title is “A STUDY ON HOME LOANS”. I selected this topic because The Indian housing finance industry has grown by leaps and bound in few years.Total home loans disbursements by banks has risen which witnesses phenomenal growth from last 5 years. There are greater number of borrowers of home loans.so by this study we can find out satisfaction level of customers and problems faced by them in obtaining home loans. My objectives of study are- • To make comparative study of Disbursement of home loans by commercial banks. • To study the satisfaction level of customers about home loans. • To study the problems faced by customers in obtaining the home loans. For this I had taken four commercial Banks in Dehradun city namely HDFC Bank, PNB, standard chartered Bank, SBI. It includes two public sector banks and two private sector banks. The period of study is five years commencing from 2004-2008. In the research methodology I had taken both primary data as well as secondary data , in the primary data I had make a questionnaire to check the satisfaction level of customers about home loans . In the secondary data I had studied the annual reports of RBI, commercial banks & broachers of these banks. For the first objective I had collected the information about the number of account holders of specified banks, no of disbursement of home loans and recovery of these loans. After analysis I came to following findings In the comparative study of specified banks it’s found that Punjab National Bank is having large number of customer base with high loan disbursement and recovery of loans. The standard chartered bank showed less outstanding balance which presented in percentage form in the diagram. In case of second objective i.e. customer satisfaction level it is found that On the basis of data the HDFC is emerging at higher position a Compare to Standard chartered bank and other public sector banks on Ground of professionally managed services, reliable & transparent System, easy query handling etc. And problems face by customers in obtaining home loans are • The customer does not had proper knowledge about different Home loan products so they face problem in making a good deal. • There are procedural delays, which harass the customers lot this will crush the curtsy of customers to avail the home loan. • The attitude of bank employees some times non cooperative and it creates a hurdle in building trust and Confidence among customers about banks. • The banks do not take into account the paying capacity of customers. So some customers are not able to get amount of Loan needed by them. Finally the whole research was carried out in a systematic way to reach at exact results. The whole research and findings were based on the objectives some of the limitation faced in collecting the data were Lack of time, lack of data, non-response, reluctant attitude and illiteracy of respondents, which posed problems in carrying out the research. Some of the suggestions are • To increase their customers, the banks should provide specialized services in this sector. These services can be such as proper guidance to the Customer regarding the processing of loans, especially for the customers who are illiterate. • To satisfy their customers and for good dealings in future, the banks should make prompt disbursement of loan amount to the customers so that they can buy or construct their dream home as early as possible. • The Banks should use easy procedure, or say, less lengthy procedure for the sanctioning of loan to the customer. There should be less number of legal formalities, in case this exists, then, these should be completed in less time. This will be helpful in attracting more customers. • Although the interest rates on specific norms, yet customers seek less interest rate which can lower their cost of house. So banks should try to lower their interest rates. Needles to say, that the bank which having lower interest rates, have the maximum clients for loans. • The public sector banks should improve their overall services to increase the number of customers for home loans. They should recruit professionals to provide such services and to satisfy the customers. TABLE OF CONTENTS Student Declaration …………………………………………………….. i Certificate from Company/ Organization …………………………. … ii Certificate from guide…………………………………………………… iii Acknowledgement..…………………………………………………....... iv Executive Summary………………………………………………………..v Chapter Scheme………………………………………………………….. vi List of Tables………………………………………………………………vii List of graphs………………………………………………………………viii List of charts……………………………………………………………….ix List of Abbreviations……………………………………………………... x CHAPTER 1: INTRODUCTION- 1.1 Introduction to home loans…………………………............... 1 1.2 Advantages of home loans……………………………………1 1.3 Disadvantages of home loans………………………………... 2 1.4 Disbursement of home loans………………………………… 3 CHAPTER 2: OBJECTIVES OF THE STUDY………………………...13 2.1 Purpose of the Study………………………………………......14 2.2 Scope of the Study…………………………………………......14 CHAPTER 3: RESEARCH METHODOLOGY……………………….. 16 3.1 Research Design………………………………………………. 16 3.2 Data collection……………………………………………….... 16 3.3 Sample size……………………………………………………..17 3.4 Sampling Technique…………………………………………. 17 3.5Liminations……………………………………………………. 18 CHAPTER 4: REVIEW OF LITERATURE……………………………20 CHAPTER 5: INDUSTRY PROFILE………………………………….. 22 5.1 The History of Indian home Loans………………………….. 22 5.2 Home Loan procedure in India……………………………….23 5.3 Interest rate provided by banks………………………………24 5.4 Indian Market for Home loans is more than Rs.500,000 cr...27 5.5 Indian home loans Industry………………………………….. 28 5.6 Recent trends oh home loans in India………………………...31 5.7 Impact of slowdown on home loan market in India…………31 5.8 Interest and market trends in year 2009…………………….. 33 5.9 Types of home loans…………………………………………...35 5.10 HDFC home loan……………………………………………..37 CHAPTER 6: COMPANY PROFILE……………………………………48 CHAPTER 7: DISBURSEMENT OF HOME LOANS BY HDFC …….62 CHAPTER 8: COMPARATIVE STUDY OF DISBURSEMENT OF HOME LOANS BY COMMERCIAL BANKS ………………………………………….. 66 CHAPTER 9: ANALYSIS & INTERPRETATION ……………………80 CHAPTER 10: FINDINGS……………………………………………….97 CHAPTER 11: RECOMMENDATIONS AND SUGGESTIONS…….. 98 CHAPTER 12: CONCLUSION………………………………………….100 BIBLIOGRAPHY ……………………………………………………….. 101 ANNEXURES…………………………………………………………… 103 LIST OF TABLES TABLE NO. TITLE PAGE NO. 5.2 Financial Snapshot 5.3 Interest rates provided by various banks 5.4 CONSOLIDATED EARNINGS (As at March 31, 2008) 7.2 HDFC: 4Q09 Summary 8.1 Disbursement of home loans by different banks 8.2 No. of Home loan account holders 8.3 Home loans distributed by HDFC and commercial banks 8.4 Recovery of Home loans:- 8.5 Outstanding balance 9.1 Age group of surveyed respondents 9.2 Gender classification of surveyed respondents 9.3 Education qualification of respondent’s 9.4 No .of years are you in Dehradun 9.5 Customer profile