A Study on Customer Perception Towards Gold Loan Services of Manappuram Finance Limited
Keywords:
Customer Perception, Gold Loan, Manappuram Finance Limited, Customer Satisfaction, Service Quality, NBFC, Gold Loan Industry, Financial Services.Abstract
The gold loan industry has emerged as one of the fastest-growing segments of the Indian financial services sector due to the increasing demand for quick, secure, and hassle-free credit facilities. Gold loans have become an attractive financing option for individuals because they provide immediate liquidity against pledged gold ornaments with minimal documentation and rapid loan processing. Among the leading Non-Banking Financial Companies (NBFCs) in India, Manappuram Finance Limited has established a strong market presence by offering customer-centric gold loan products, competitive interest rates, and efficient service delivery.
The present study examines the customer perception towards gold loan services offered by Manappuram Finance Limited. The study aims to analyse customer awareness, satisfaction, service quality, loan processing efficiency, interest rates, employee behaviour, repayment flexibility, and overall customer experience. Primary data were collected through a structured questionnaire from 102 respondents using a convenience sampling technique. The study adopts a descriptive research design and utilizes statistical tools such as percentage analysis, mean, median, standard deviation, correlation, and regression analysis to interpret the collected data.
The findings indicate that most customers prefer Manappuram Finance due to its quick loan disbursement, transparent procedures, convenient repayment options, and courteous staff behaviour. Customer satisfaction is strongly influenced by service quality, trust, branch accessibility, and competitive interest rates. However, some respondents expressed concerns regarding interest rate fluctuations, processing charges, and awareness of digital services. Correlation and regression analyses demonstrate that service quality and customer trust significantly influence overall customer satisfaction and future recommendation intentions.
The study concludes that continuous improvement in digital banking services, customer education, transparent pricing policies, and personalized customer support can further strengthen customer satisfaction and loyalty towards Manappuram Finance Limited. The findings provide valuable insights for financial institutions, policymakers, researchers, and managers seeking to improve customer experience and sustain competitive advantage in the gold loan market.
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