AN ANALYTICAL STUDY OF PERSONAL LOAN PROCEDURE AT ICICI BANK MANEWADA BRANCH NAGPUR

Abstract

This study examines the personal loan process at ICICI Bank, Manewada Branch, Nagpur, focusing on its efficiency, customer experience, and potential areas for improvement. Personal loans are a significant banking service, and their seamless delivery directly impacts customer satisfaction. The research explores key stages, including application, documentation, verification, and disbursement, while evaluating the role of technology in streamlining these operations. Data was collected through customer feedback, staff insights, and secondary sources like bank reports and industry publications. The findings reveal critical factors affecting customer satisfaction, such as transparency, processing speed, and service quality. The study also identifies challenges faced by both customers and bank staff, providing actionable recommendations to enhance the loan process. This research aims to contribute to better service delivery and customer-centric banking practices.