BANKS

1. Do you think banks cater all your financial and banking needs?

(Yes/no)

2. Thinking of banks which banks strike your mind?

FM
OM
SBI
CUB
IOB
HDFC
ICICI
OTHERS (SPECIFY
3. Do you have an bank account?(if no terminate, if yes on which bank)

AIDED

4. What type of account you use?

Savings bank(SB)
Current bank(CB)
Loan a/c
Credit card
Others(specify)

5. Do you find it easy or cumbersome to open an account in bank?

6. When you think of a bank what strikes your mind first?
attribute
Customer service
Wide branch network
Reaching financial needs
Customer service
online and mobile banking
Competitive interest rates

FM

OM

aided

Core banking

7.Rate the above attributes on a scale of 1 to 5 ; 1 being least important and 5 being most
important
attribute
Personal service
Wide branch network
Reaching financial needs
Customer service
online and mobile banking
Competitive interest rates
Core banking

rating

8. For the past how many years you have an account in your bank ?
9. How often do you visit a bank and for what?

Depositing money/with drawal

Query of the new services
Financial aid (loans, interest rates)
Others

BANKING SERVICES AND CUSTOMER SATISFACTION:

10. What type of banking do you prefer?
FM

OM

Aided

Branch banking
Internet Banking
Mobile banking
Cards
Others

BRANCH BANKING:
11. When it comes to branch banking what strikes your mind first?
FM

OM

Behavior of staff
Working hours
Transaction time
Number of staff
Size of the bank

12. Rate the above attributes on a scale 1 to 5

Rating
Behavior of staff
Working hours
Transaction time
Number of staff
Size of the bank

INTERNET BANKING:
13a. Do use internet Banking to pay your bills or purchasing goods?

Aided

b. If yes has it changed the way of banking?

c. If no reason for not using it

a)
b)
c)
d)
e)
f)
g)
h)

no internet connection
do not know to use
difficult process
insecure
do not know to use
difficult process
insecure
others

14. When it comes to internet banking what do you prefer?(if yes for 13a)
FM
24 hours access
Ease of navigation
Transaction speed
Variety of transactions
Speed of loading the page and page
set up
Receiving information about account
status and transactions

15. Rate the following attributes on a scale of 1 to 5

rating
24 hours access
Ease of navigation
Transaction speed
Variety of transactions
Speed of loading the page and
page setup
Receiving information about
account status and
transactions

CARDS:
15. When you use ATMS what do you prefer?

OM

Aided

FM

OM

Aided

ATM network distribution

Continuous service
Variety of services
Ease of usage of machine and screen
Receiving information about account status
and transactions

16. Rate the above attributes on a scale of 1 to 5

FM
ATM network distribution
Continuous service
Variety of services
Ease of usage of machine and screen
Receiving information about account status
and transactions

17. Do you think mobile banking will take the lead in coming days?
18. Which type of financial aid and depositing you wish to have from banks?
FM

OM

Aided

Housing loans
Gold loans
Education loans
Vehicle loans
Insurance policies
Fixed deposits schemes

If any others please specify:

19. You approach the banks for financial aid and depositing
a) Good interest rates
b) Easy to pay it in instalments
c) Safety
d) others
20. Do you get frequent updates from your bank regarding the upgrades in facilities?(yes/no)

21.Are you satisfied with the loan periods and time dead line for the monthly instalment
pay?(yes/no)

22. Do they charge unnecessarily for not maintaining minimum balance?(yes/no)

23 .Do they provide competitive service charges for online transactions? (yes/no)

24. Are you satisfied with the provision of ATMS in case if it is lost? (yes/no)

25. Are you satisfied with changing the password or getting new password in case if forgotten?
(yes/no)

26. Do you recommend any toll free number for immediate blocking of account? (yes/no)

27. Do you prefer in using alternative bank accounts? (yes/no)

28. In which of the following services the procedure involved you think should be changed?

a)
b)
c)
d)
e)

opening account
issuing loan
applying for card and online banking
issuing DD
others

30. Are you satisfied with the services and social responsibility of the current banking industry?

31.Your overall opinion about this survey?

DEMOGRAPHIC PROFILE:

Before we end, I would like to ask you few questions about yourself which will help us compute
averages and percentages.
32. Age

10 to 20 years 20 to 30

33. Current status Employed

30 to 40

Own Business

40 to 50

Above 50

Student

Retired

Others-------------

34. Are you married?

1. Married. If married, how many kids and their ages
2. Not married

35. Educational attainment

1. No schooling
2. Elementary
3. High school
4. College (UG)
5. College (PG)
12. Own house or rented house?

36. Which of the following household facilities do you have?

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.

Refrigerator
Car
Air conditioner
Washing machine
Vacuum cleaner
Computer
TV
Water heater
Gas range
Water supply
Electricity

37. Record the respondents sex

1. Male
2. Female
Thank you very much for your cooperation.