Dear Sir/Madam

I am the student of University of Madras, Department of Management

Studies, Chennai and presently doing my project on Customers Perspective
of Retail Products And Service offered by Lakshmi Vilas Bank. I request you to
kindly fill the questionnaire below and assure you that the data generated shall
be confidential.
1.CUSTOMER PROFILE
Name
Branch:
(Optional)
Age
A) 18- 30 B) 31-45 C) 46-60 E) 60 and above
Educational
A) PG B) Graduate C) HSC D) SSC
Qualification
Occupation
A) Government Service B) Private Service C) Business D) Student
E) House Wife
Gross Annual
A) Above 5 Lakhs B) 2.5 Lakhs to 5 Lakhs C) 2.5 to 1 Lakhs
Income
D)Below 1 Lakh
How long is your relationship with LVB?
A) < 1 Year B) 3-5 Years C) 5 -10 Years D) Above 10Years

2.Banking Habit:
I have A/C (S) in

A)Current A/C

Please tick appropriate

box
Type of Deposit

B)Savings A/C

A) Fixed
Deposit

B) Recurring
Deposit

Please tick appropriate

box
3. Loan Product
3.1 Which of the loan or borrowing facility (s) you availed from LVB ?
Product
Lakshmi Home Loans
Vidya Lakshmi Loans
Lakshmi Personal Vehicle
Loans
Lakshmi Easy Loan
Loan Against Properties
Jewel Deposit Loan

Please tick appropriate

box

3.2 Do you think that your bank disburse high gold loans?
A) Yes B) No
If yes what would be the reason
A) Fast Processing B) Easy Documentation C) Low Interest rates D) Others
4. Investment Products
Which investment products you are aware of in LVB?
Product
Please tick
appropriat
e box
Life Insurance
General Insurances
DEMAT Service
Mutual Fund
5. Card & Remittances Products
What are the following products you avail from LVB?
Product
Please tick
appropriat
e box
Debit card
Prepaid Giftcard
Rupay Card
NEFT/RTGS
6. Other Services & Facilities
Which of the following services did you avail from LVB?
Services
Please tick
appropriat
e box
Internet Banking
Mobile Banking Lockers
ECS
Online Bill Payment
Door Step Services
7. Rank the following facilities provided by LVB on the basis of your preferences
Channel
ATM
Mobile
Internet
Banking
banking
( Rank 1 for high and 4 for low)

Branch
Banking

8. The following table has statements pertaining to The Product / Service offered by LVB.
Circle the relevant number against the respective statement as per the following scales.
Statements
S.
No
1

Strongly
Agree

Agree

Neither
Agree nor
Disagree

Disagree

Strongly
Disagree

The bank provides reliable

service and products
The staff is courteous with me
always
There is no bureaucracy in the
bank
The systems at the bank are easy
to understand
I am regularly informed from
time to time, by the bank, on
change in pricing of the products
& services

2
3
4
5

9. Pricing of Retail Banking Product:

The following table contains certain statements regarding pricing of the various
products / services offered by LVB. You are requested to record your perceptions / responses
to these statements on a five point scale as under.
S.No

Statements

1. Prices of the products &

services are high / bank is
overcharging for the products
& services
2. Customers always complain
against the overcharging of the
bank
3. Bank listens to customers
complain & takes prompt
actions
4. Bank always informs
customers regarding change in
its Pricing Policies
5. Rate of interest rate given by
the bank is at par with the
other banks

Strongly
Agree

Agree

Neither
Agree nor
Disagree

Disagre
e

Strongly
Disagree