Questionnaire

Personal details 1. Name: 2. Age: a) 25yrs- 35 yrs b) 36 yrs - 45yrs c) 46 55 yrs d) above 55 3. Gender: a) Male b) Female 4. Educational Qualification: a) Illiterate b) School c) UG d) PG e) Professional Course f) Others

5. Occupation: a) House wife b) Students c) Salaried person d) Business man e) Professional f) Supervisor g) Managerial h) pensioner 6. Income level: a) Rs.5, 000 Rs.15, 000 b) Rs.15, 001-Rs.25, 000 c) Rs.25, 001- Rs.35, 000 d) Rs.35, 001-Rs.45, 000 e) Above Rs. 45,000

7. In which bank do you have an account? a) ICICI bank b) SBI bank

8. What is the reason to choose the services of the bank?

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a) Efficient customer service b) efficient complaints handling c) Time saving d) transaction costs e) technology f) Others _________ please specify 9. What type of services do you prefer the most?

a) ATM service b) Internet Banking c) Mobile Banking d) Core banking system e) Others _____________ pls specify

Customer service questionnaire Please use (/) mark to give your responses for the following questions 1=strongly disagree, 2= disagree, 3= neutral, 4= agree, 5= strongly agree

S.no ATM Service 1 I am facing problems in withdrawing cash from ATM. 2 I am facing problems like ATM. 3 ATM services are useful for me to deposit cash and cheques
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1 2 3 4 5

insufficient cash in

ATM services are useful for me to request for cheque book

ATM services are useful for me to get the enquiry statement of my account. Internet Banking

Internet banking helps me to transfer funds from the bank to the personalized transactions

Internet banking saves me time for the banking transactions

3 4 5

Internet banking helps me in bill payments Internet banking secures the money transactions Internet banking helps in online trading Mobile banking

Mobile banking is useful for me to know the end of day account balance.

Mobile banking is useful for me to know the cheque details

Mobile banking is useful for me to know the Debit/credit above certain limit in my account.

Mobile banking is useful for me to Stop inward/outward cheques.

5 6

Mobile banking is useful for my bill payments Mobile banking helps me to know about the debit/credit details

Mobile banking provides me a support for ticketing, recharging mobiles etc. Core Banking system

Core banking system helps me to transfer funds from different branches

Core banking system makes me convenient to know about the deposit details

Core banking system helps me to protect my personal information

Core banking system helps me for the ATM service transactions

Core banking system helps me for the internet banking transactions

10. Which product of SBI or ICICI you have used? A) Fixed deposit c) Mutual Fund b) Insurance d) Others, Specify______________

11. How do you feel about the services provided by SBI and ICICI bank? a) Highly Satisfactory d) Dissatisfied b) Satisfied e) highly dissatisfied c) Average

12. Why did you choose one particular bank?

a) Efficient customer service c) Transaction costs b) More ATMs d) others _____________

13. Any suggestions, opinion or comments on Banking sector specially towards SBI and ICICI?

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