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

BANKS
(Yes/no)

Thinking of banks which banks strike your mind?

FM

OM

AIDED

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

FM

OM

aided

Customer service
Wide branch network
Reaching financial needs
Customer service
online and mobile banking
Competitive interest rates
Core banking
7.Rate the above attributes on a scale of 1 to 5 ; 1 being least impor
tant 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
Branch banking
Internet Banking
Mobile banking
Cards

OM

Aided

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

OM

Aided

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?
b. If yes has it changed the way of banking?
c. If no reason for not using it
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
OM
Aided
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 ATM S what do you prefer?
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
Housing loans
Gold loans
Education loans
Vehicle loans
Insurance policies
Fixed deposits schemes

OM

Aided

If any others please specify:

19. You approach the banks for financial aid and depositing
Good interest rates
Easy to pay it in instalments
Safety
others
20. Do you get frequent updates from your bank regarding the upgrades in facilit
ies?(yes/no)
21.Are you satisfied with the loan periods and time dead line for the monthly in
stalment 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? (y
es/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 b
e changed?
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 h
elp us compute averages and percentages.
32. Age 10 to 20 years 20 to 30
30 to 40
40 to 50
Above 50

33. Current status

Employed
Others-------------

Own Business

Student

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)
Own house or rented house?
36. Which of the following household facilities do you have?
Refrigerator
Car
Air conditioner
Washing machine
Vacuum cleaner
Computer
TV
Water heater
Gas range
Water supply
Electricity
37. Record the respondent s sex
Male
Female
Thank you very much for your cooperation.

Retired