Customer Trust And Relationship Management Practices In Housing Finance Corporations: A Study In Kanyakumari District

Abstract

The study examines customer trust and relationship management practices adopted by Housing Finance Corporations in Kanyakumari District and evaluates their combined impact on customer satisfaction and loyalty. A sample of 90 borrowers was surveyed using a structured questionnaire. Percentage analysis and ranking methods were used to identify the major factors influencing customer trust, while t-test and ANOVA assessed variations across demographic groups. Correlation and regression analyses were employed to determine the strength and direction of relationships among trust, relationship management practices, satisfaction, and loyalty. The findings reveal that transparency, staff reliability, and data security are the most influential drivers of customer trust. Relationship management practices—particularly communication, service delivery, and grievance handling—show significant variation across income groups and strongly shape customer perceptions. Correlation results confirm that both customer trust and relationship management have strong positive associations with satisfaction and loyalty. Regression analysis further demonstrates that trust and relationship management significantly predict satisfaction, which in turn strongly influences loyalty. The study concludes that enhancing transparent communication, improving service delivery, strengthening digital support, and building trust-based interactions are essential for increasing customer satisfaction and long-term loyalty toward Housing Finance Corporations.