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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM66581
Volume:
10 |
8 |
Aug 2026
Pages:
1-5
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Master of Business Administration
Malla Reddy Engineering College and Management Sciences, Medchal, Hyderabad
Professor Dept of MBA,
Malla Reddy Engineering College and Management Sciences, Medchal, Hyderabad – 501 401
Mortgage loans have become an important source of housing finance in India by enabling individuals to purchase, construct, renovate, and expand residential and commercial properties. The growing demand for home ownership, increasing urbanization, rising income levels, and supportive government initiatives have significantly increased the importance of mortgage financing. This study analyses mortgage loans in India with particular reference to SBI Bank by examining customer awareness, loan features, interest rates, repayment options, loan processing, documentation, customer service, and overall satisfaction. A descriptive research design was adopted using both primary and secondary data collected from 100 respondents through a structured questionnaire. For analytical purposes, Multiple Linear Regression Analysis was applied to examine the influence of loan features, service quality, and repayment flexibility on customer satisfaction. The findings indicate that competitive interest rates, transparent loan procedures, efficient customer service, and flexible repayment options significantly improve customer satisfaction and mortgage loan adoption. The study concludes that continuous improvement in digital banking services, customer support, and loan processing efficiency will strengthen SBI Bank's position in the Indian housing finance sector.
KEYWORDS
Mortgage loans have become an essential financial instrument for promoting home ownership, housing development, and long-term financial security in India. The study reveals that SBI Bank provides comprehensive mortgage loan services characterized by competitive interest rates, flexible repayment options, transparent procedures, efficient customer support, and technology-enabled banking facilities. The Multiple Linear Regression Analysis confirms that loan features, interest rates, repayment flexibility, service quality, documentation efficiency, and digital banking services significantly influence customer satisfaction and mortgage loan preference. Customers generally express positive perceptions regarding SBI Bank's mortgage lending services and demonstrate a high level of satisfaction with loan processing, repayment options, and customer support. Continuous investment in digital transformation, customer-centric services, simplified loan procedures, and technological innovation will further strengthen SBI Bank's leadership in the housing finance sector. Overall, SBI Bank's mortgage loan services make a significant contribution to housing finance, customer satisfaction, financial inclusion, and sustainable economic development in India.
1. Gupta, R., & Sharma, P. (2014). Mortgage lending practices and housing finance in India. International Journal of Banking and Finance, 8(2), 41–56. 2. Verma, A., & Kumar, S. (2015). Factors influencing customer preference for mortgage loans. Journal of Financial Services Research, 10(1), 28–44. 3. Rao, K., & Reddy, P. (2016). Customer perception of home loan services in public sector banks. International Journal of Banking Studies, 11(3), 52–67. 4. Mehta, R., & Singh, P. (2017). Customer satisfaction and mortgage loan services in India. Journal of Consumer Finance, 13(2), 35–49. 5. Arora, V., & Chandra, S. (2020). Digital transformation in mortgage lending services. International Journal of Digital Banking, 15(1), 19–34. 6. Jain, R., & Malhotra, S. (2024). Emerging trends in mortgage lending and customer satisfaction. Journal of Housing Finance and Banking, 21(1), 24–40.
Publication Date
8/6/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
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