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    The document describes a methodology for conducting a survey on customer awareness of retail banking services offered by State Bank of India and Indian Overseas Bank in Jalandhar District. The survey involved 120 customers who were asked to rank their awareness of 20 listed retail banking services using Garrett's ranking method. The services ranged from traditional offerings like deposits and lockers to modern services such as mobile and internet banking.

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    The document describes a methodology for conducting a survey on customer awareness of retail banking services offered by State Bank of India and Indian Overseas Bank in Jalandhar District. The survey involved 120 customers who were asked to rank their awareness of 20 listed retail banking services using Garrett's ranking method. The services ranged from traditional offerings like deposits and lockers to modern services such as mobile and internet banking.

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    Attribution Non-Commercial (BY-NC)
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    10 views4 pages

    Addition

    Uploaded by

    Narinder Pal Singh
    The document describes a methodology for conducting a survey on customer awareness of retail banking services offered by State Bank of India and Indian Overseas Bank in Jalandhar District. The survey involved 120 customers who were asked to rank their awareness of 20 listed retail banking services using Garrett's ranking method. The services ranged from traditional offerings like deposits and lockers to modern services such as mobile and internet banking.

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    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
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    METHODOLOGY The major players in retail banking are State Bank of India (SBI) and Indian Overseas Bank

    (IOB). Branch offices of SBI and IOB at Jalandhar District are chosen for the survey. The sample size is 120. 60 customers each from SBI and IOB are selected on convenience sampling method. In order to gauge the extent of customers awareness towards retail banking services, 20 retail banking services ranging from tradition to ultra-modern are listed out. Twenty services which are identified, are listed below Deposits, Locker, Personal loan, Education loan, Schemes for women, Schemes for children, Schemes for retired, ATMs, Credit/Debit card, Housing finance, Guarantee, Collecting bill/ cheque/ draft, Payment of insurance premium, Home banking, Tele banking, Mutual funds, Stock investment, Electronic fund transfer, Mobile banking and Institutional financing. GARRETTS RANKING METHOD 100 * (Rij 0.5) P = ---------------------N Where P= Percentile Position N= Total no. of ranks R= Individual Rank

    Retail Banking Sector

    QUESTIONNAIRE

    MBA-IB (2010 2012)

    Retail Banking Sector

    QUESTIONNAIRE
    Personal Details
    1) NAME:2) SEX:3) AGE:4) OCCUPATION:5) ANNUAL INCOME:6) DEALING WITH WHICH BANK:7) TICK the following RETAIL BANKING SERVICES that you are AWARE of: Deposits Locker Personal loan Education loan Schemes for women Schemes for children Schemes for retired ATMs Credit/ Debit card Housing finance Guarantee Collecting bill/ cheque / draft Payment of insurance premium Home banking Tele banking Mutual funds Stock investment Electronic fund transfer Mobile banking Institutional financing

    MBA-IB (2010 2012)

    Retail Banking Sector 8) RANK the following list of OPERATIONAL ACTIVITIES with respect to LEVEL OF SATISFATION:-

    ACTIVITIES Good personal services & Smooth/ efficient banking operations Credibility & Accessibility Ease of account opening Computerization of services Introduction of innovative services Duty conscious staff & Courteous behavior Expeditious service Wide range of services with less cumbersome procedures

    RANK

    MBA-IB (2010 2012)

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