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An exploratory study into the modernisation and updating of the mortgage process using technology and its implications for customers based on the lender's perspective

Lavin, Conor (2021) An exploratory study into the modernisation and updating of the mortgage process using technology and its implications for customers based on the lender's perspective. Masters thesis, Dublin, National College of Ireland.

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Abstract

The mortgage lending process is widely regarded as an incredibly complicated and confusing process within the financial services industry. In an industry experiencing new and exciting waves of innovation, customers expect and demand a more efficient home buying journey, yet the mortgage process remains outdated and frustrating to many. Technology has made a breakthrough within the mortgage industry, but how it can be better used to enhance the customer experience remains subject to much debate. This is an exploratory study into the modernisation and updating of the mortgage process using technology and its implications for the customer experience based on the lender's perspective. The research seeks to understand how technology impacts the customer experience during the mortgage process from the perspective of mortgage lenders. The author has selected a mono-method approach and used a qualitative research approach in the form of semi-structured interviews which were conducted online using Zoom and Otter.AI. A non-probability sampling method was used, and six participants were identified. A thematic analysis was the approach used to analyze the data which was obtained from the interviews and used to identify key themes which were analyzed and discussed further. The major findings from the research center around the need to better educate mortgage customers to improve the customer's experience. The author has also identified challenges relating to the customer experience due to regulatory constraints and legal processes that have become outdated and redundant in certain instances. The author has concluded with recommendations for future areas of research that the author believes can be carried out to contribute further to this body of knowledge.

Item Type: Thesis (Masters)
Subjects: T Technology > T Technology (General)
H Social Sciences > HG Finance > Credit. Debt. Loans.
H Social Sciences > HG Finance > Financial Services
Divisions: School of Business > Master of Business Administration
Depositing User: Clara Chan
Date Deposited: 28 Jan 2022 14:15
Last Modified: 28 Jan 2022 14:15
URI: http://norma.ncirl.ie/id/eprint/5369

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