8/8/2019 A Study on Performance Effectiveness in the Innovative Banking Services and Practices

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A Study on Performance effectiveness in the Innovative Banking Services and Practices

Questionnaire

(Please tick in the appropriate Circles)

I. General Details:

1. Name

2. Gender Male Female

3. Age: Less than 20 Years 21- 40

40 60 Above 60 Years

4. Educational Qualification: School Level Graduation

Post-Graduation Professional Others

5. Occupation: Employed Business Retired

Profession Others

6. Monthly Income Less than Rs.10,000 Rs.10,001 Rs.20,000

Rs.20,001 Rs.30,000 Rs.30,001 Rs.40,000

Rs.40,000 Rs.50,000 Rs.50,001 and above

7. Monthly Savings Less than Rs.1,000 Rs.1,001 Rs.5,000

Rs.5,001 Rs.10,000 Rs.10,001 and above

II. Banking Details

8. Name of your Bank : ______________________________________________

9. Location of your Bank: Urban (City) Semi-Urban Rural (Village)

10. Bank Type Public Sector Private Sector

11. Type of Bank Account Savings Salary

Loan Others(Mention..)

12. How long do you have a Bank Account: Less than 2 years

2 4 Years

4 - 6 Yeas

More than 6 years

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13. Reason for preferring this particular Bank

Location (Nearer to Home/Office) Wide Branch Network

Customer Service Traditional Practices

Facilities Innovative Services

Choice of Products Others(Mention..)

14. Awareness of Innovative products and Services

ATM Debit Card Credit Card Net Banking

Core BankingMobile Banking Others

15. What are the innovative products/services are you using?

ATM Debit Card Credit Card Net Banking

Core BankingMobile Banking Others

16. What purposes are you using the above mentioned Innovative products/services?

Cash With draw Fund/Money Transfer Purchase payments

To Know the Balances Ticket Bookings Others(Mention..)

III. Performance Effectiveness:

17. Kindly rate the performance effectiveness. Please tick against the appropriate circles

where,

5 - Highly Satisfied/Excellent; 4 Satisfied/ Very Good;

3 Neither Satisfied/Nor Dissatisfied/Neutral;

2- Dissatisfied/Poor; 1- Highly Dissatisfied/Bad.

S.No Factors 5 4 3 2 1

I. Tangible/ Appearance:

a. Structure and layout of the Web Page

b. Content in the web page

c. Screen visibility in the ATM

d. Content easy accessibility in the ATM

e. Clarity of the Print out Slip in the ATM

II. Responsiveness/Speed

a. Login speed of the Website

b. Process speed of the web pages

c. Process speed in the ATM

d. Time taken for Transaction in the ATM

e. Time taken for Fund Transfers

III. Communication

a. Pamphlets/User Manual availability in the ATM

b. User Manual availability in the Web Site

c. Process information for Net Banking

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d. Web site updating

e. SMS/Mail alerts for Transfers

IV. Security:

a. Security measures in the ATM

b. Security level for Fund Transfer

c. Security for Credit Card operations d. Security level for Debit/ATM Cards

e. Security options in the Net/Mobile Banking

V. Accessibility:

a. Location of the ATMs

b. No. of ATM of your Bank

c. Connectivity of the Web Site

d. Cash Availability in the ATMs

e. Printout Slip Availability in the ATMs

VI. Services:

a. Service charges for Debit/Credit Cards b. Parking Facility in the ATMs.

c. Customer Care/Help Phone Services and responses

d. Toll free Phone connectivity for Grievances

e. Air conditioning in the ATM

18. What do you feel about the overall service quality of your Bank?

Excellent Very Good Good Average Poor

19. Where do you feel the bank need improvement?

Customer Service Quick Response Technical Services Product Range Offered Net Work Coverage Others(Mention.)

Thanks for your response