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APPENDIX 1

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During this period Study was done on the various parameters to extract the facts related to CRM in Banks Questionnaire Set The detail study of the literature related to was completed. In this period main concentration is given to final Questionnaire. Questions are on various aspects of functioning of Banking Sector in India with respect to CRM .The sample size include people from different levels. Following Letter was submitted to concerned respondents. --------------------------------------------------------------------------------------------------------------------------------Questionnaire set to review CRM in Banking Sector. Subject: - Effective review on scale of CRM Respected Sir, There are questionnaires statements appended with it to solicite your opinion on the statements regarding CRM in your Bank. These statements are both positive and negative .You are kindly requested to express your free and frank opinion with regard to the worthiness of each statement as to how far they help in determining the effectiveness of CRM. These statements are to be measured in Five point scale ranging from Highly Satisfied to Highly dissatisfied which is as under

Various rating has been marked from 1 to 5 for questions to conclude facts:Rating 1 Rating 2 Rating 3 Rating 4 Rating 5 Not at all true or highly dissatisfied or the parameter is not necessary Rarely true or moderately dissatisfied or impact of this parameter is minimal. Sometimes true or neutral or impact of this parameter is marginal. Mostly true or moderately satisfied or impact of this parameter is significant Almost always true or highly satisfied or impact of this parameter is critical

Thanking you, Yours Truly, (Ritu ) PhD (Student)

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Question Set Main Part I

Section A Questions to know the perception of official respondents. 1: - Though we have CRM, I believe that people are not using it adequately. 5 2: - On the whole I am satisfied with CRM here. 5 4 3 2 1 4 3 2 1

3: - I feel secure and happy with CRM in the bank so far. 5 4: -CRM needs to be improved in Bank. 5 5 :-I think, additional inputs are needed. 5 4 3 2 1 4 3 2 1 4 3 2 1

6: -CRM leads to improved performance in Bank. 5 4 3 2 1

7 :-In Bank business is primarily based on relations. 5 4 3 2 1

8: -Do you think better work will be done, if CRM is made better. 5 4 3 2 1

9: -Do you think time has come to make use of CRM extensively in Banks. 5 4 3 2 1

10: -CRM is very important in service organization like Banks. 5 4 3 2 1

11: -CRM is going to improve the business in Banks. 5 4 3 2 1

12: -CRM is better than any other management system. 5 13: -Customers will increase with CRM 4 3 2 1

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14: -Have you managed customers according to CRM? 5 15:-Have you implemented CRM guidelines? 5 16:-Have you evaluated CRM? 5 4 3 3 2 2 1 1 4 3 2 1 4 3 2 1

17:-Are your CRM practices customers oriented? 5 4

18:-Have redesigned jobs according to the requirement of CRM? 5 19: -Have you improved customer handling? 5 4 3 2 1 4 3 2 1

20: -Have you improved relations with the customers? 5 4 3 2 1

21: -Have you prepared your people to work in CRM environment? 5 4 3 2 1

22: -Have you benchmarked your organization performance with best practices of other banks? 5 23: -Have you driven out the fear? 5 4 3 2 1 4 3 2 1

24: -Have you adopted an organization culture with shared version, values and analysis? 5 4 3 2 1

25: -Has organization taken transformation initiative? 5 26: - Have you evaluated management skills? 5 27: -Do you feel motivated with CRM polices? 5 4 4 3 3 2 2 1 1 4 3 2 1

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Section B: - Question for Performance review Our CRM system helps in: 28:-Identifying potential. 29:-Identify training needs. 30: -Generating data for key skills. 31:-I feel CRM is just a formality Y Y Y Y N N N N

32:-I feel parameters used in our present CRM are relevant. Y 33.I feel business is better with CRM rather then without Y N N

Section C: - Question for Problem analysis Please mention the problem faced by various departments for implementing CRM 34:-Inflexibility to change. 35:-Insupportable technology 36: -Delayed responsiveness across the organization 37: -losses faced by the organization 38: -Ready to face competition. 39: -Underutilization of resources. Y Y Y Y Y Y N N N N N N

Section D: - Question related to need and importance of CRM Please specify the rating of parameters, which play important role in organization and result in implementation of CRM

40:-Improved performance 41: -As a status symbol 42:-Satisfied customer

Y Y Y

N N N

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43: -More Business 44: -Is it results in satisfaction level of customer?

Y Y

N N

45: -Do customers give references to other people of your Bank? Y CUSTOMER REVIEW N

Section E: - Question related to customer review related to CRM

1: -Are you satisfied with the bank? 2: -Will you again come in future here? 3: -How soon is your problems handled? 4:-Do you feel Bank values you? 5.Since how long are you the customer of the bank?

Y Y Y Y

N N N N

Y 6: -Will you refer other to this Bank? Y

N N

7: -Are you satisfied with the problem solving attitude of bank? Y 8: Do you think this bank is better then other bank? Y 9:-Is the customer king according to Bank? 10: -Would you like to suggest anything? --------- ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------Y N N N

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Question Set Main II - Factors to be rated for CRM S. No Factors Relationship with customer 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 1 2 3 4 5 Customer Prospecting 1 2 3 4 5 Interactive Management 1 2 3 4 Empowerment 5

1 2 3 4 5 Understanding customer expectation 1 2 3 4 Partnership 1 2 3 4 Personalization 5 5

1 2 3 4 5 Presence on Internet without risk 1 2 3 4 5 Interacting on internet 1 2 3 4 Speedy Service 5

1 2 3 4 5 Speed of ATM and related service 1 2 3 4 5 Staff Cooperation & behaviour 1 2 3 4 5 Loan & related facility with clear terms 1 2 3 4 5 Problem solving attitude / specific staff 1 2 3 4 5 Variety of service 1 2 3 4 5 Better rate of interest 1 2 3 4 5 Online Service , payment and other facility 1 2 3 4 5 Home service like delivery of cash 1 2 3 4 5 Frequency of response 1 2 3 4 5 New product and services 1 2 3 4 5 Presence Geographically 1 2 3 4 5

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Quality of Service and Staff 1 2 3 4 5 Well trained and mature staff to handle errors and complicated situations etc 1 2 3 4 5 Better Competitor Offerings 1 2 3 4 5 Data protection and privacy of individual details 1 2 3 4 5 24X7 Telephonic support 1 2 3 4 5

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22 23 24 25 26

Data Bank Kindly fill in the following Performa 1) Name (If you wish to write) 2) Designation .. 3) Total Experience in this industry .. 4) Are you a direct recruit to the present position .. 5) Qualification . 6) To what extend you are satisfied with the present job.. 7) Contact details ( If you wish to write) ..

Signature

Date