ANNEXURE

CUSTOMER SATISFACTION TOWARDS INFORMATION

TECHNOLOGY SERVICES / PRODUCTS IN BANKING INDUSTRY
WITH REFERENCE TO NAMAKKAL DISTRICT

Questionnaire

1. PERSONAL DETAILS

1. Gender
a. Male  b. Female 
2. Age
a. Below 25 years  b. 25-35 years 
c. 35 -50 years  d. Above 50 years 
3. Educational Level
a. Illiterates  b. Up to school level
c. Under Graduates  d. Post Graduates 
e. Professional Level
4. Marital Status
a. Married  b. Unmarried 
5. Number of Members in the Family
a. Upto 2  b. 2-3 
c. Above 3 
6. Monthly Family Income
a. Below Rs.10, 000  b. Rs.10, 000 to Rs. 20,000 
c.Rs.20, 000 to Rs.30, 000  d.Rs.30, 000 to Rs.40, 000 
e.Above Rs.40, 000 

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 7. Occupation
a. Students  b. Businessmen 
c. Professional  d. Agriculture 
e. Salaried  f. Housewife 
g. Others 
8. Computer literacy level
a. No knowledge on computer 
b. Operating knowledge on computer 
c. Computer literate  d. Fully trained 
9. Type of Account Operated
a. Savings account  b. Current Account 
c. NRI Account  d. Demat Account 
e. Salary Account  f. Fixed deposit 
g. Recurring deposit 
10. Type of Bank in Which account is maintained
a. Public Sector Bank  b. Private Sector Bank
11. Place of Branch
a. Rural  b. Semi urban 
c. Urban 

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 PART II - PERCEPTION OF CUSTOMERS

1. Types of Services Provided

A. Core Banking Service

Highly Dis- Highly

Attributes Satisfied Neutral
Satisfied satisfied Dissatisfied
Non base branch cash
deposit/withdrawal
Payment against pay order
and pay order encashment
Demand draft encashment
Remote fund transfer
Account statement
Clearing and balance
enquiry within the branches
of the same bank
Loan repayment facilities
Multi city cheque payment
Local cheque collection non
base
Upcountry cheque
collection

B. Internet Banking Services

Highly Dis- Highly

Attributes Satisfied Neutral
Satisfied satisfied Dissatisfied
Availability of desired
information
Fund transaction
Utility bill Payment
Managing savings and
current account
Card service
Cheque Book request
Request for stop
payment on the cheques

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 Highly Dis- Highly
Attributes Satisfied Neutral
Satisfied satisfied Dissatisfied
issued
Fixed deposit placement
Requesting the Bank
Statement
Security of transaction
Time to get password of
user id

User friendly website

C. Mobile Banking
i. SMS Alerts

Highly Dis- Highly

Attributes Satisfied Neutral
Satisfied satisfied Dissatisfied
Daily balance alerts
Any debit alerts
Any credit alerts
Cheque clearing / submit alerts
Cheque return alerts

ii. SMS Enquiry

Highly Dis- Highly

Attributes Satisfied Neutral
Satisfied satisfied Dissatisfied
Balance enquiry
Transaction enquiry
Cheque status enquiry
Stop payment instruction
Cheque book request
Term deposit Enquiry

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 D. Tele Banking

Highly Dis- Highly

Attributes Satisfied Neutral
Satisfied satisfied Dissatisfied
Account details information
Account balance inquiry
Information about new
products and service offered
Credit card service
ATM card activation
Cheque book related service
Utility bills payment
Fund transfer between current
and savings account
Stop cheque payment
instruction
Requisition of new cheque
book
Money transfer between
accounts
Time required to set a resource

E. ATM Banking

Highly Dis- Highly

Attributes Satisfied Neutral
Satisfied satisfied Dissatisfied
Availability of Cash for
withdrawal
Details of most recent balance
available in the account
No. of. ATMs available in the
locality
Availability of cheque drop
box
Availability of printed forms
Availability shared net
working
Response to a query

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 Highly Dis- Highly
Attributes Satisfied Neutral
Satisfied satisfied Dissatisfied
Printed statement of
transaction
Deposit cash facility
Mini statement of latest
transactions
Cheque book request
Convenient location
Provides secured service
Facility to change pin number
Provides services in different
languages
Acknowledging by name on
screen during the transaction.
Time taken to complete the
process
Queues at ATM

2. Factors influencing the usage of information technology

A. Core banking

Strong Moderate Average Least

Factors Neutral
Influence influence influence influence
Cash deposit / withdrawal at
any branch / location
Loan repayment at any branch
Quick Cheque clearance
facility
Any transaction request

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 B. Internet Bank

Strong Moderate Average Least

Factors Neutral
Influence influence influence influence
Saves a lot of transaction cost
It allows speedy transaction
It allows easy access to
transaction data both recent
and historical
It facilitates checking of
transaction details and
statement regularly
It gives facility of fund
transfer to third party.
A Very flexible Virtual
banking system
Saves time as compared to
conventional banking
Avoids queuing in bank
branches
User friendly
Any time any where facility.

C. Mobile banking

Strong Moderate Average Least

Factors Neutral
Influence influence influence influence
Quick access to transaction
details
Stop cheque payment
Cheque clearance status
Balance Enquiry
Mini statement
Quick Funds Transfer

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 D. Tele banking

Strong Moderate Average Least

Factors Neutral
Influence influence influence influence
Availability of information
Clear instruction whenever
needed
Reduces the error in operation
Easy to use
Quick recovery of problems
in operation

E. ATM banking

Strong Moderate Average Least

Factors Neutral
Influence influence influence influence
Avoid queuing
24 hours withdrawal of cash
Round the clock deposit of
cash
Time saving
Secure money
Easy to use
Clearing cheque deposit
Security of money deposited

3. Factors Determining Satisfaction of their bank

Highly Dis- Highly

Factors Satisfied Neutral
Satisfied satisfied Dissatisfied
Accuracy of Banking record
Secrecy of Banking
transaction
Access to e-transaction
The staff who deliver the
service
The efficiency of customer
service
Physical appearance of the

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 branches
Convenience of bank location
The Banks effort to inform
consumers about new products
and services
Pricing / Charges

4. Problems in usage
A. Core Banking

Strongly Not Strongly

Factors Agreed Disagreed
agreed decided Disagreed
Fixing minimum amount of
cash deposit
Fixing minimum amount of
withdrawal
Transaction is long time
process

B. Internet Banking

Strongly Not Strongly

Factors Agreed Disagreed
agreed decided Disagreed
It is very difficult for online
shopping
Fixing minimum amount of
fund transfer
It is very difficult to login for
internet banking
Password is very difficult to
remember and user id
Delay in fund transfer
authentication and success
Poor network
Time consuming
Lack of knowledge regarding
use of technology service
Lack of infrastructure

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 C. Mobile banking

Strongly Not Strongly

Factors Agreed Disagreed
agreed decided Disagreed
System network problems
Non receipt (delay) of message
for credit / debit in the account
Fixing minimum limit in
amount for message alerts

D. Tele banking

Strongly Not Strongly

Factors Agreed Disagreed
agreed decided Disagreed
Call Time out
Server Network busy
Voice is not clear
Long time waiting for one
service to another
Employee is not responding to
queries

E.ATM

Strongly Not Strongly

Factors Agreed Disagreed
agreed decided Disagreed
Damaged currency notes
Delay in deposit of cash
/cheque
Machine out of order
Non receipt of amount due to
stoppage of power supply
during operation
Cash deficiency during bank
holidays
Sometimes payment includes
bogus currency
Unsuitable location of ATM
Number of ATMs are not
sufficient

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 F. Problems related to technology of service

Strongly Not Strongly

Problems Agreed Disagreed
agreed decided Disagreed
Technology does not ensure
privacy
Technology ensures more
transparency
Technology creates more
confusion to customers
Smart card sometimes creates
technology hurdles to make
payment
More formalities are required to
get technology issued from the
bank
Risk of cyber crime
Lack of awareness
Lack of uniformity
Lack of coverage of services in
all the branches Technology
failure / breakdown

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 5. Reasons Behind in preference of a particular service

Strongly Not Strongly

Reasons Agreed Disagreed
agreed decided Disagreed
Cost effective
Convenient accessibility
Provides accurate information
Provides Security for threats to
lose information
Provides Effective service
No hidden cost
Ensures privacy of status of
accounts.
Factor easy transfer reduces
paper work
Technology makes online
purchase of goods and services
easier
Technology is creating more
social relations among the bank
customers and bank employees
Online banking helps to
manage transformation more
efficient

SUGGESTIONS

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 Thank you 

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