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Appendix

1

A STUDY ON CUSTOMER PERCEPTION TOWARDS CUSTOMER SERVICES

WITH VALUE ADDED SERVICES OF PUBLIC SECTOR BANKS – WITH

SPECIAL REFERENCE TO NAMAKKAL TOWN

QUESTIONNAIRE

1. PERSONAL INFORMATION

1.1. Name of the Respondent :

1.2. Designation :

1.3.Gender

a. Male b. Female

1.4. Age

a. Below 21 years b. 21 years – 30 years

c.

e.

31 years – 40 years

Above 51 years

d. 41 years – 50 years

1.5. Educational Qualification

a. Primary level b. Higher Secondary c. Graduate

d. Post Graduate e. Professional

1.6. Occupational Status

a. Government Employee b. Private Employee c. Business

d. Professionals e. Others

1.7. Annual Income

a. Less than Rs.2,00,000 b. Rs.2,00,001 to Rs.3,00,000

c. Rs3,00,001 to Rs.4,00,000 d. Rs.4,00,001 to Rs.5,00,000

e. Above Rs.5,00,000

2

1.8. Residential area

a. Urban b. Semi – urban c. Rural

1.9. How many of your family members have Bank Account?

a. One b. Two c. Three

d. Four e. Five and Above

2. DETAILS OF BANK ACCOUNT

2.1. In which bank do you have an account :

2.2. How long are you maintaining your account?

a. Less than 1 year b. 1 year to 3 years c. 3 years to 5 years

d. 5 years to 7 years e. Above 7 years

2.3. What is the average balance in your account?

a. Less than Rs.20,000 b. Rs.20,001 to Rs.30,000

c. Rs30,001 to Rs.40,000 d. Rs.40, 001 to Rs.50, 000

e. Above Rs.50, 000

2.4. Frequency of using the bank operations

a. Daily b. Weekly Once c. Weekly twice

d. Fortnightly e. Monthly once

2.5. Which type of account is maintained by you?

a. Saving bank account b. Current account

c. Recurring deposit account d. Fixed deposit account

e. others

2.6. Who motivated you to open a Bank account?

a. Friends b. Relatives c. Bank Officials

d. Family member’s e. Self – motivation

3

Please tick your options from each statement.

HS - Highly Satisfied, S – Satisfied, NS nor D – Neither satisfied nor Dissatisfied,

DS – Dissatisfied, HDS - Highly Dissatisfied

3. Mention the Customer’s Level of Satisfaction for Selecting the Bank:

3.1 Environment & Infrastructure factor

S.No

Factors Level of Satisfaction

HS S NS nor D DS HDS

3.1.1 Fully computerization

3.1.2 Nearness

3.1.3 Convenient location

3.1.4 Convenient timing

3.1.5 Reputation of the Bank

3.1.6 Canvassing by the Bank

3.1.7 Interior Decoration of the Bank

3.1.8 Highly secured

3.1.9 Higher level of privacy

3.1.10 Bank size and Ownership

3.1.11

Positive atmosphere inside the

bank

3.1.12 Modern equipments

3.1.13 Neat and clean in appearance

3.2. Staff Factor

S.No

Factors Level of Satisfaction

HS S NS nor D DS HDS

3.2.1 Handling problems in

professional manner

3.2.2

Friendly staff

3.2.3 Knowledgeable staff to answer

customer questions

3.2.4 Understanding customer needs

4

3.3 Resource & Other Factor

S.No

Factors

Level of Satisfaction

HS S NS nor D DS HDS

3.3.1 Quality of services

3.3.2 Low cost of service

3.3.3 Fast & Accurate service

3.3.4 Reliability and Safety

3.3.5 Easy accessibility

3.3.6 Availability of loan schemes

3.3.7 Variety of Value Added

Services

3.3.8 Low Commission charges

3.3.9 Wide range of products

3.3.10 Low Minimum account

balance

3.3.11 Overdraft Privileges

3.3.12 Credit availability

4. Indicate the problem face by you in transacting with the bank.

4.1. Infrastructure and Technology Factors

S.No

Factors

Level of Satisfaction

HS S NS nor D DS HDS

4.1.1 Power failure

4.1.2 Data Corruption

4.1.3 Voice network failure

4.1.4 Theft of Equipments

4.1.5 Shortage of amount in ATM

5

4.1.6

Non functioning of ATM

Machine

4.1.7 Displaying “Invalid” while

typing actual PIN number

4.1.8 Poor maintenance

4.1.9

Server problems occurs at

the time of transaction

4.1.10 Charges without prior notice

4.1.11 Commission charges are high

4.1.12 Credit card criming

4.1.13 Spend more time physically

4.1.14 Lack of some services

4.1.15 Accidental damage

4.2 Resource Factors

S.No

Factors

Level of Satisfaction

HS S NS nor D DS HDS

4.2.1 Delay in encasing cheques at

the counter

4.2.2 Delay in collection of local

and outstation cheques

4.2.3 Refusal to grant loans to

eligible borrowers

4.2.4 No currency in emergency

4.2.5 Failure on commitments

made

4.2.6 High processing fee

6

4.3 Staff and Human Related Factors:

S.No

Factors Level of Satisfaction

HS S NS nor D DS HDS 4.3.1

Human error (Poor training

or inadequate supervision)

4.3.2 Unhelpful attitude of staff members

4.3.3 Manual strike

4.3.4

Lack of policy guidance

(Poor decisions or

unauthorized activities)

4.3.5 Failure to follow Administrative practice

4.3.6 Poor understanding of Risk

5. Mention the motivational factors that encourage you to prefer particular services

S.No

Factors

Level of Satisfaction

HS S NS nor D DS HDS

5.1 Cost effective

5.2 Convenient accessibility

5.3 Providing accurate

information

5.4 Providing efficient services

5.5 Providing security from

threats

5.6 Time saving

5.7 Easy access of cash (24 x7)

5.8 Convenient location

5.9 Privacy in transaction

5.10

Error free records (like

details of your transactions)

5.11 Flexibility in withdrawals

5.12 Better rates

7

5.13 Low service charges

5.14 Brand name of the bank

5.15

Sincere interest in solving

problems of customers

5.16 Sense of security in

transactions

6. Mention the purpose of your visit to the Bank.

S.No

Factors

Level of Satisfaction

HS S NS nor D DS HDS

6.1 Deposits

6.2 Withdrawals

6.3 For getting loans

6.4 For making complaints

6.5

To get information about

new services

6.6 To access locker

6.7 For taking DD

6.8 For opening an account

6.9 For purchasing Gold coins

6.10

For opening new schemes

like Mutual fund, LIC

6.11 To encash Cheque

6.12 Issue of Cheque Book

6.13 Updating of Pass Book

6.14 Renewal of Deposit

6.15

Enquiry for using particular

services

8

7. Mention your preferred outlet for utilizing banking service

S.No

Factors

Level of Satisfaction

HS S NS nor D DS HDS

7.1 Branch

7.2 ATM

7.3 E-banking

7.4 Telephone

7.5 Mobile

7.6 Banking agents (Post office)

7.7 Others

8. Mention the Value Added Services of the Bank you enjoy.

S.No

Factors

Yes

No

8.1 ATM

8.2 Tele Banking

8.3 Demat account

8.4 Electronic clearing systems

8.5 Mobile Banking

8.6 Financial Advisor

8.7 Anywhere Banking

8.8 International Debit Card

8.9 Credit card

8.10 Electronic Fund Transfer

8.11 Internet Banking

8.12 Inter – Bank fund transfer services

8.13 Intra – Bank fund transfer services

8.14 New pension system

8.15 PAN service Agency

8.16 Any Branch Banking

8.17 International ATM cum Shopping Card

8.18 Others

9

9. Give your preference where you spend the money through Value Added

Services.

S.No

Factors

Level of Satisfaction

HS

S

NS nor D

DS

HDS

9.1

Departmental stores

9.2

Hotels & Restaurants

9.3

Petrol stations

9.4

Garments

9.5

Mobile phone Recharge

9.6

Retail stores

9.7

Jewel shops

9.8

Railway ticket reservation

9.9

Online shopping

9.10

Fee payments (college, school

fees, University fees)

9.11

Others

10

10. What the banks can do to develop the awareness of the customers about Value –

Added Services

(Please Rank the following questions)

S. No Particulars Rank(1-6)

1

Conduct personal contact programs

2 Conduct training programmes for Bank customers

3

Through advertisements

4

Demo – fares regarding Value – Added Services

5

Information and Demo at the counter

6

Others

11. Give any valuable suggestions to improve the Customer Services in the Banks:

Place:

Date: Signature