A Study on Customer Perception Towards Gold Loan Service at Nagore
DOI:
https://doi.org/10.64137/31080030/IJFEMS-V2I2P108Keywords:
Gold Loan Services, Customer Perception, Customer Satisfaction, Banks, Non-Banking Financial Institutions (Nbfcs), Service QualityAbstract
This study examines customers’ perceptions of gold loan services offered by banks and non-banking financial institutions. Gold loans have become one of the most preferred financial services due to their quick processing, easy accessibility, minimal documentation, and immediate financial support. The main objective of this study is to analyse customer satisfaction and the factors influencing customers’ preferences for gold loan services. The study also focuses on important aspects such as interest rates, loan processing time, repayment facilities, safety of pledged gold, service quality, and trust towards financial institutions. The research is based on primary data collected through structured questionnaires from customers who use gold loan services, and secondary data from journals, websites, articles, and financial reports. Statistical tools such as percentage analysis, mean score analysis, chi-square analysis, correlation, and one-way ANOVA are used to analyse and interpret the collected data. The study is expected to reveal that factors such as quick loan approval, gold security, efficient customer service, and flexible repayment options significantly influence customers’ perceptions and satisfaction with gold loan services. The study concludes that maintaining transparency, reasonable interest rates, and quality service are essential for improving customer satisfaction and building long-term trust in gold loan services.
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