UGC Approved Journal no 63975(19)

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Published in:

Volume 4 Issue 12
December-2017
eISSN: 2349-5162

UGC and ISSN approved 7.95 impact factor UGC Approved Journal no 63975

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Published Paper ID:
JETIR1712066


Registration ID:
171082

Page Number

346-350

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Title

CUSTOMERS PERSPECTIVE ON EXPECTATION AND PERFORMANCE GAP A STUDY ON VEHICLE FINANCE LOAN SERVICES

Abstract

Abstract Purpose: The purpose of this research is to investigate the expectation and performance gap of the vehicle finance loan services, with special reference to organized lenders of Namakkal District, Tamil Nadu. Vehicle finance is one of the primary income generation source for organized lenders. When the lenders can understand the customers’ perspective about the loan financing services, they can manage their customers easily. Methodology: Both primary and secondary data is used in the vehicle finance services research. The secondary data required for the research is collected from websites and periodical journals. The primary data required for the research is collected from commercial vehicle loan borrowers of Namakkal district. Convenient sampling method was used and a sample of 178 responses were collected through questionnaire interview method. The questionnaire used in the research was developed with the help of RATER (Reliability, Assurance, Tangibles, Empathy and Responsiveness) model. Findings: The research identified the expectation and performance gap of the vehicle finance services offered by organized lenders. The results of the study revealed that there is a wider service gap in responsiveness and assurance of the commercial vehicle loan services, the individual item expectation and performance gap was also analyzed in the research and various insights has been provided, t- statistic analysis results revealed that there is a significant difference between perceived responsiveness of heavy commercial and light commercial vehicle borrowers.

Key Words

Expectation and Performance Gap , Vehicle Finance, RATER Model

Cite This Article

"CUSTOMERS PERSPECTIVE ON EXPECTATION AND PERFORMANCE GAP A STUDY ON VEHICLE FINANCE LOAN SERVICES", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.4, Issue 12, page no.346-350, December-2017, Available :http://www.jetir.org/papers/JETIR1712066.pdf

ISSN


2349-5162 | Impact Factor 7.95 Calculate by Google Scholar

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Cite This Article

"CUSTOMERS PERSPECTIVE ON EXPECTATION AND PERFORMANCE GAP A STUDY ON VEHICLE FINANCE LOAN SERVICES", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.4, Issue 12, page no. pp346-350, December-2017, Available at : http://www.jetir.org/papers/JETIR1712066.pdf

Publication Details

Published Paper ID: JETIR1712066
Registration ID: 171082
Published In: Volume 4 | Issue 12 | Year December-2017
DOI (Digital Object Identifier):
Page No: 346-350
Country: Chidambaram, Tamil Nadu, India .
Area: Management
ISSN Number: 2349-5162
Publisher: IJ Publication


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