Customer Expectation, Mortgage Terms, and Mortgage Uptake: A Case of Housing Finance Bank.
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Date
2021-10-13
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Makerere University Business School
Abstract
This study was started to establish how customer expectations and mortgage terms affect mortgage uptake in Uganda and specifically Housing Finance Bank. Despite the huge demand for homes, only few Ugandans have applied for mortgage financing to enable them acquire property. By the end of December 2010, the total mortgage portfolio was estimated at UGX 1.65 trillion (4.8 percent of GDP), compared to UGX 771 billion in 2009 (3.3 percent of GDP) and UGX 32.4 billion in 2002 (0.3 percent of GDP). Despite the relative development in the mortgage industry in Uganda, mortgage uptake remains very low with only 1% of the population using mortgage finance in acquiring property. The researcher was therefore desirous to establish how customer expectations and mortgage terms influenced mortgage uptake. This study made use of a cross-sectional survey design which involved the collection and analysis of data. Data was systematically collected from several bank customers who highlighted their experiences when obtaining mortgages, analysis of their responses was done and several recommendations were made. The analysis revealed that customer expectations and mortgage terms play a very significant role in influencing mortgage uptake. The researcher made several recommendations on how the bank can be able to meet and exceed customer expectations and therefore boost mortgage uptake
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This is a master's thesis.
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Citation
Namengo, S. (2021) Customer Expectation, Mortgage Terms, and Mortgage Uptake: A Case of Housing Finance Bank. (Unpublished master’s dissertation). Makerere University Business School, Kampala, Uganda.