QUESTIONNAIRE I

FOR THE SURVEY OF HOUSING FINANCE

CUSTOMERS

(The names and other personal information regarding the interview will be kept
strictly secret)

(I) GENERAL INFORMATION

(a) Name..
(b) AgeYrs.
(c) Sex- M/F
(d) Occupation-
Service Business

Farming Other

(e) Name of Housing finance Bank

PNB Allahabad Bank

ICICI BANK HDFC BANK

(f) Amount of Housing Loan Rs. ----------------------------------------

(g) Types of Housing Loan-
Purchase Construction

Renovation Conversion Loan

i
(II) QUERIES REGARDING THE COMPLEXITY FACED BY HOUSING
FINANCE CUSTOMER IN GETTING A HOME LOAN
(a) Duration taken by your bank to sanction a home loan-
0- 1 month 0- 2 months

0- 3 months more than 3 months

(b) Do you think, duration taken by the bank in sanctioning loan is-
Very little Justified

Long enough very long

(c) Do you think, that the processing charges of the bank were high-

Yes No

(c) What do you think about the paper formalities of the Housing Loan
Justified Too much
(III) QUERIES REGARDING THE INTERNAL ENVIRONMENT AND
ATTITUDE OF THE OPERATIONAL STAFF
1. How do you find the internal environment of your bank-
(a) Was the concerned official available on his seat Yes / No
(b) Was he/she helpful and attentive to you Yes / No
(c) Was there adequate sitting arrangement for the customer Yes / No
(d) Was the concerned official gave you the satisfactory answer to your
queries? Yes / No
(e) Are you satisfied with the overall behavior of the concerned official?
Yes / No

ii
 (f) Did you observe any behavior of favoritism on part of employees?
Yes / No
(g) Whether adequate drinking water facilities were available in the bank?
Yes / No
(h) Was complaints/ suggestion box was kept by the branch? Yes /No

(VI) QUERIES RELATED TO THE PREFERENCES MADE BY

CUSTOMERS IN CHOOSING THE SPECIFIC BANK

(a) Why did you choose a nationalized/ private bank to get a home loan
(you can choose more than one option)
More branches Low interest rate
Easy and low cost processing Fast sanctioning of loan
Advertising
Good services provided by
the bank
If any other please specify

....

iii
 QUESTIONNAIRE - II

FOR THE SURVEY OF SELECTED HFBs OF DISTRICT MEERUT

(The name and other personal information of officials and employees of the
institution will be kept strictly secret)

(I) GENERAL INFORMATIONS

(a) Name of HFB: ..................................................................

(b) Address: ..................................................................

..................................................................

(c) Phone No.: ..................................................................

(d) No. of Branch Offices in Distt. Meerut: ...........................

(e) Category : (Please Mark )

Government Sector Bank

Private Sector Bank

Corporate Sector

Co-operative Sector

Government Authorities

(II) GENERAL QUERIES RELATED TO HOUSING FINANCE

(a) Types of Housing Loans Covered by the HFC

iv
 (Please Mark )
Purchase of House
Construction of House
Renovation or Upgradation of House
Land Purchase of Loan
Home Conversion Loan
Any other category : (Please give details)
.......................................................................................................
.......................................................................................................

(b) Interest Rates of HFC Fixed Floating

Up to Rs. 5.00 lac ................ ................
Rs. 5.00 lac to Rs. 10.00 lac ................ ................
Rs. 10.00 lac to Rs. 25.00 lac ................ ................
More than Rs. 25.00 lac ................ ................

(c) Penalties and Charges

Processing Charges ..................................
Legal Charges ..................................
Delay in Payment Penalty ..................................
Pre-payment Penalty ..................................
Any other Penalty or Charge ..................................

(d) Amount of Housing Loan

Minimum Rs. ...................................
Maximum Rs. ...................................

v
(e) Period of Re-payment
Minimum ................................... years
Maximum ................................... years

vi
(f) Average Loan Approval Period
................................... Days

(g) Securities Required

.............................................
.............................................
.............................................
.............................................

(h) General Requirements of Housing Loan

................................................................
................................................................
................................................................
................................................................
................................................................
................................................................
................................................................

(i) General Procedure of Approval of Housing Loan (In Brief)

................................................................................................
................................................................................................
................................................................................................
................................................................................................
................................................................................................
................................................................................................

vii
(II) BUSINESS PERFORMANCE OF HFC DURING THE PERIOD OF
STUDY
Loan Loan Nature of Housing Loan
Year Application Amount
Purchase Contribution Renovation Misc.
Approved Disbursed
1995-96
1996-97
1997-98
1998-99
1999-00
2000-01
2001-02
2002-03
2003-04
2004-05
2005-06
2006-07
2007-08
2008-09
2009-10
2010-11

(IV) ANY OTHER INFORMATION

.......................................................................................................
.......................................................................................................
.......................................................................................................
.......................................................................................................

viii