Main Article Content
Abstract
Customer satisfaction and service quality are inter-related. This paper measures the customer service rating of housing finance companies in Coimbatore district. In order for the research to produce a realistic outcome the collection of data has to be distributed over a large population. Thus the survey questionnaire ate designed to apply to a heterogeneous population where targeted respondents come from the general open public (from different genders, age groups, marital status, education backgrounds, designation and professions). The aim is to collect the opinion of the respondents in response to the importance of SERVQUAL model in housing finance companies. The study highlights implications for housing finance company for improvement in delivery of service quality. The result of this study is proven the SERVQUAL model is still the effective model to measure customer satisfaction in housing finance companies. Managers from various housing finance companies should continuously measures and improve level of customer satisfaction using the SERVQUAL model in order to maintain competiveness in the market place. Market perception and customer expectation can change rapidly from time to time hence the housing companies should ensure that right products and services supported by the right promotion are made available at the right time for customers to ensure their services.