Department of Marketing and International Business

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Browsing Department of Marketing and International Business by Author "Kalule, Ssengo Emmanuel"

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    Social Norms, Product Awareness, Customer Attitudes, Perceived Mortgage Risk and Performance of Morgage Loans.
    (2023) Kalule, Ssengo Emmanuel
    The study sought to investigate the relationship between social norms, product awareness, customer attitudes, perceived mortgage risk and performance of mortgage loans in selected commercial banks. The study undertook a cross sectional survey design with a population of 28 commercial banks from which only 10 commercial banks that offer mortgage financing were selected. A structured questionnaire was used to collect data. Measurement of the variables of the study (social norms, product awareness, customer attitudes, perceived mortgage risk and performance of mortgage loans) was done and subjected to rigorous data processing and analysis using the relevant statistical computer software packages (SPSS V23 & PLS-SEM). Findings indicated that there were positive and significant relationships between social norms, product awareness, customer attitudes and performance of mortgage loans, whereas, a negative significant relationship was observed between perceived mortgage risk and performance of mortgage loans in commercial banks. The results from regression analysis showed that product awareness, customer attitudes and perceived mortgage risk were significant predictors of the performance of mortgage loans in commercial banks except social norms. The study recommends therefore, that since the model could only explain 59.5% in variance of the performance of mortgage loans, a study be carried out comprising of other factors which were not part of the model. Some of the factors that should be considered should include customer satisfaction, service quality, favorable interest rates, favorable mortgage policies among others. The stakeholders in the banking sector should develop strategies in line with the study variable relationships to enhance the performance of mortgage loans in commercial banks in Uganda.