BIBLIOGRAPHY AND ANNEXURES -...

BIBLIOGRAPHY

AND ANNEXURES

BIBLIOGRAPHY

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WEBSITES

www.rbi.org.in

www.iba.org.in

www.nibmindia.com

www.icraindia.com

www.wikipedia.org

www.idbi.com

ANNEXURE

QUESTIONNAIRE

“Quality of Customer Service in Banks”

(A Case study of IDBI Bank in Rayalaseema Region of A.P.)

1. Which type of account do you have in this bank [ ]

a) Savings account b) Current account c) Deposit account

2. Which is the primary factor that prompted you to account with this bank [ ]

a) Branch network b) Staff attitude

c) Interest rates offered d) Proximity of the branch

e) Minimum balance criteria f) Ambience inside the Bank

g) Processing time h) Customised service

i) Particular schemes offered j) Easy Process in opening

k) Facilities provided l) Any other specify______

3. How long have you been maintaining the account in this bank [ ]

a) Less than 2 years b) Above 2 years and below 4 years

c) Above 4 years and below 6 years d) 6 years and above

4. Did you ever change your Bank Yes / No

a) If Yes specify the name of the earlier Bank_________________

Type of Account_________________

No. of years operated_________________

b) What made you to change the Bank [ ]

i) Delayed processing ii) Problems in service

iii) Change of address iv) Certain facilities not available

v) Any other, specify______________

5. Do you have more than one account in different banks / branches Yes / No

If Yes, specify the name of the Bank_________________

Type of Account_________________

No. of years of operation_________________

Reasons for maintaining so__________________

6. Do you have a Deposit account in this bank / branch Yes / No

If Yes, specify the type of deposit _________________

Deposit period ______________ Amount deposited ______________

If you have more than one type of deposit, specify the number and types__________

7. Do you have a loan account in this bank / branch Yes / No

If Yes, specify the type of loan _________________

Amount of loan taken _________________

a) Did you face any problems in getting the loan. If Yes specify ________________

b) Time taken for sanction - Short time / Moderate / Long

c) If you have more than one type of loan, specify the number and types______

8. Is this bank / branch providing locker facility Yes / No

If Yes, do you have a locker Yes / No

If Yes, how long have you been operating the locker _________________

a) Do you find getting locker easy Yes / No

If No, specify the reason ________________

d) Did you face any problem in maintaining locker Yes / No

If Yes, specify the reason ________________

9. Is this bank / branch offering ATM card facility Yes / No

If Yes, do you have ATM card Yes / No

If Yes, have you ever faced any problem in ATM operation Yes / No

If Yes, specify the problem__________________________________

Since how long have you been using ATM card________________

10. Is this bank / branch offering Mobile banking facility Yes / No

If Yes, are you utilizing Mobile banking facility Yes / No

If Yes, have you ever faced any problem with Mobile banking Yes / No


11. Is this bank / branch offering Net (internet) banking facility Yes / No

If Yes, are you utilizing Net (internet) banking facility Yes / No

If Yes, have you ever faced any problem with Net (internet) banking Yes / No


12. Are you aware of ‘Gift card’ Yes / No

If Yes, have you purchased Yes / No

Have you ever faced any problem with ‘Gift card’ Yes / No


13. Are you aware of ‘World currency card’ Yes / No

If Yes, have you purchased Yes / No

Have you ever faced any problem with ‘World currency card’ Yes / No


14. Are you aware of ‘Kisan credit card’ Yes / No

If Yes, have you taken it Yes / No

Have you ever faced any problem with ‘Kisan credit card’ Yes / No


15. Are you aware of ‘Gold loan’ Yes / No

If Yes, have you taken it Yes / No

Have you ever faced any problem with ‘Gold loan’ Yes / No


16. Are you aware of ‘Paymate service’ Yes / No

If Yes, have you activated it Yes / No

Have you ever faced any problem with ‘Paymate service’ Yes / No


17. Are you aware of ‘Card to Card transfer facility’ Yes / No

If Yes, have you utilized the service Yes / No

Have you ever faced any problem with ‘Card to Card transfer facility’ Yes / No


18. Please indicate your opinion for various aspects of your Bank in the below specified format

1. Strongly Agree

2. Slightly Agree

3. Neutral

4. Slightly Disagree

5. Strongly Disagree

S.NO ASPECTS OF YOUR BANK RATING

TANGIBLES

1 The bank has modern looking equipment

2 The banks physical features are visually appealing

3 The bank’s front desk employees are neat appearing

4 Materials associated with the service (such as information broachers etc)

are visually appealing at the bank

RELIABILITY

5 When a bank promises to do something by a certain time, it does so

6 When you have a problem, the bank shows a sincere interest in solving it

7 The bank performs the service right the first time

8 The bank provides its service at the time it promises to do so

9 The bank insists on error free records

RESPONSIVENESS

10 Employees in the bank tell you exactly when the service will be performed

TAT

11 Employees in the bank give you prompt service to customers

12 Employees in the bank are always willing to help you

13 Employees in the bank are never too busy to respond to your request

ASSURANCE

14 The behaviour of employees in the bank instills confidence in you

15 You feel safe in dealing your transactions with the bank

16 Employees in the bank are consistently courteous with you

17 Employees in the bank have the knowledge to answer your questions

EMPATHY

18 The bank gives you individual attention

19 The bank has operating hours convenient to all its customers

20 The bank has employees who give you personal attention

21 The bank has your best interests at heart

22 The employees of the bank understand your specific needs

19. Please indicate your ratings for bank charges as specified below

( 1. Very high 2. Moderate 3. Less 4. Not Known )

a) Collection charges [ ]

b) Draft exchange [ ]

c) Loan processing fee [ ]

d) Cheque book reissue charges [ ]

e) ATM Card charges [ ]

20. Please indicate your ratings for the Basic amenities as specified below

( 1. Excellent 2. Good 3. Satisfactory 4. Fair 5. Poor/ Not available )

a) Parking space [ ]

b) Seating facilities [ ]

c) Lighting [ ]

d) Drinking water [ ]

e) Cleanliness [ ]

f) Fans / AC [ ]

g) Toilets [ ]

21. Did you have any Grievance Yes / No

If Yes, specify__________________

Was it referred to the Manager / Grievance cell of the bank Yes / No

Was it redressed up to your satisfaction Yes / No

22. Are you aware of Banking Ombudsman committee in solving grievances Yes / No

If Yes, Did you approach them Yes / No

23. Your overall rating about the bank / branch [ ]

a) Highly satisfied b) Moderately satisfied c) Dissatisfied

24. Please suggest for further improvement of quality of customer service:__________

_____________________________________________________________________________________

_______________________________________________________

PART –II

1. Name :

2. Age :

3. Gender : Male / Female

4. Marital status : Married / Unmarried / Separated

5. Spouse : Employed / Unemployed

6. Family size :

7. Occupation :

8. Educational Qualification :

9. Name of the branch :

10. Monthly family income : [ ]

a) Less than Rs. 10,000/- b) Above Rs. 10,000/- to Rs. 30,000/-

c) Above Rs. 30,000/- to Rs. 50,000/- d) Above Rs. 50,000/-

Thank you very much for the cause of knowledge creation.

Name of the Research Supervisor: Name of the Research Scholar:

Prof. K. Venugopal Rao Mrs. A. Krishna Priya

Professor of Management, Research Scholar in Management,

Sri Krishnadevaraya University, Sri Krishnadevaraya University,

ANANTAPURAM. ANANTAPURAM.

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