A Study on Customer service quality among customer preference towards Muthoot Finance or manapuram finance with reference
ABSTARCT :
In the current economic landscape, non-banking financial companies (NBFCs) play a significant role in delivering financial services to both urban and rural populations, especially in areas where traditional banks may have limited reach. Among these, Muthoot Finance and Manappuram Finance have emerged as leading gold loan providers in India, offering a wide range of financial products such as personal loans, insurance, money transfer services, and microfinance. As competition intensifies between these two prominent institutions, the focus has shifted not just to product offerings and interest rates, but also to customer service quality, which has become a key determinant in influencing customer preference and satisfaction.
Customer service quality refers to the ability of a company to meet or exceed customer expectations through timely, courteous, reliable, and personalized interactions. In the context of financial services, where trust, transparency, and efficient handling of transactions are essential, service quality is a critical factor. Customers today are more informed, value convenience, and expect responsiveness from service providers. As Muthoot and Manappuram target a similar customer base, often comprising middle and lower-income segments, their ability to differentiate themselves through superior service experiences can significantly impact customer loyalty and business growth.
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