A STUDY

ON CUSTOMER

SATISFACTION TOWARDS THE SERVICE

MOBILE BANKING

I. IDENTIFICATION 1.1 Name :

: Illiterate

1.2 Education (Tick one)

Primary UG Male 31 - 40 PG Others

Secondary Professional 1.3 Gender 41- 50 1.5 Annual Income

(Tick one) (Tick one)

: :

Female

1.4 Age (Tick one)

less than 2021 30 : Below 150000 Above l50,000 (i) Salaried (ii) Self Employed (iii) Professional

1.6 Occupation (Tick one):

1.6 (i)

If Salaried

(Tick one):

(i)

Private

(ii) Public Industry Trading 2G SMS Unmarried Widowed

(Tick

(ii) Self Employed

(Tick one)

Agro Manufacturing GSM GPRS 3G Married

1.7 Types of mobile :

(Tick one)

CDMA

1.7(a) Facilities in your mobile:

(Tick one)

2G :

1.8 Marital status

(Tick one)

Separated

1.9 Why did you choose ICICI Bank for mobile banking
one)

a. Proximity

b. Better customer service

c. other

1.10

Mention the types of your account (Tick one) b. saving Account d. Others
(Tick one)

a. Current account c. Fixed Deposit Account 1.11 a. Less than 1 Year c. 3 -5 year a. b) Yes b. No b d

How long are you operating the account 1- 3 year

More than 5 year

(Tick one)

1.12 a) Do you have more than one account? (If yes answer the following) How many accounts do you have? b. 3 Account

(Tick one)

a. 2 Account c. More than 3 account 1.14 a. c. 1.15

What is the purpose

(Tick one)

of having more than one b. d. To avail loan

account

Avoid bulk

transactions

Convenient operation

Others

What purpose should you apply for ICICI mobile

(Tick one)

banking?

a. Bank Alerts c. Demand Alerts

b. Credit card Alerts

Ii.MOBILE BANKING SERVICES

2.1.State your opinion about the satisfaction towards the mobile banking services that are relevant to you and your satisfaction towards it by ticking one of the appropriate columns where
HS - Highly Satisfied S - Satisfied DS Dissatisfied DS - Highly Dissatisfied NSNDS- Neither satisfied nor dissatisfied
S. N o Services Relevancy of the statement

H S

NSND S

D S

HDS

1 2 3 4 5 6 7 8 9 10 11 12 13

Mini- Statements and (checking of account history) Alerts on account activity or passing of set thresholds Monitoring of term deposits Access to loan statements Access to card statements Mutual funds/ equity statements Insurance Policy management Pension plan management Status on cheques stop payment on cheque Ordering check books Balance checking in the account Recent transactions Due dates of payment (functionality) for stop

Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

No No No No No No No No No No No No No

change and deleting of payments) 14 Pin provision, change of pin and reminder over the internet 15 Blocking of (lost \ stolen) cards

Yes Yes

No No

2.2.State
payments

your

opinion

about

satisfaction

towards

deposits, withdrawals and transfers that are

relevant to you and your satisfaction towards it by ticking one of the appropriate columns where
HS Highly Satisfied S - Satisfied DS Dissatisfied DS - Highly Dissatisfied NSNDS- Neither satisfied nor dissatisfied
S. N o Services Relevancy of the statement

H S

N o

D S

HDS

Domestic International transfers Micro

and fund payment

Yes

No

2 3 4 5 6 7 8

handling Mobile recharging Commercial payment processing Bill payment

processing Peer to peer payments Withdrawal at banking agent Deposit agent at banking

1 2 3

Investments : Portfolio management services Real time stock quotes Personalized alerts and notification on security rises Content General such as Services : Information weather

2 3

updates news Loyalty related offers Location based services.

2.3. state your opinion about agreement towards problems

related to mobile banking services by ticking one of the

appropriate columns where

HA DS Highly agree A - Agree DA Disagree Highly Disagree NSNDS- Neither agree nor disagree

S.N Services o 1. The fee for mobile banking services is high 2. Know the details of terms and conditions 3. Terms conditions are within my limit 4. Initial stage restriction are more 5. Instruction are carried on immediately 6. Delay in providing services of orders

HA A N o

DA HAD

7. Monetary loss due to delay caused 8. Customer loss due to delay caused 9. Time loss due to delay caused 1 0. Name loss due to delay caused

1 Transaction limit hampers me 1. 1 Handset operability problems 2. exist (JZME, WEB, Browser, SMS) 1 Over the air update is possible 3. 1 24 x7 function exists 4. 1 Languages problem exists 5. 1 Std.beneficiary list is maintained 6. 1 Security Alert system available 7. 1 Default transaction problem exists 8. 1 Date, Time amount, format problem 9. exists.