Borrower Satisfaction in Housing Finance: An Empirical Study

Abstract

Housing finance plays a key role in helping people achieve their dream of owning a home. In recent years, the housing finance sector has expanded quickly, resulting in more competition among banks and housing finance institutions. In this situation, borrower satisfaction has become an important way to measure service quality and institutional performance. This study aims to examine the level of satisfaction among borrowers who take out housing loans and identify the factors that affect their satisfaction. The research is based on primary data collected through a structured questionnaire from chosen housing loan borrowers. We use percentage analysis and other statistical tools for data analysis. The findings show that factors like interest rate, loan processing time, transparency, and customer service greatly influence borrower satisfaction. The study offers suggestions to improve service quality and boost borrower satisfaction in housing finance institutions.