APPENDIX - 1

QUESTIONNAIRE (FOR CUSTOMERS)

Kindly fill up the questionnaire which is required for collecting data for my
research work. I assure you that I will keep the information confidential and use
only for my academic purpose.
Thanking you
Aravind .J,
Research Scholar,
Department of Commerce,
Nirmala College,
Muvattupuzha
A. General Data

1. Age : …………………..………..

2. Gender : Male Female

3. Occupation : Govt. Employee Private Employee

Businessmen Professional
Others

4. Annual Income: Rs …………………………..

5. Educational Qualification : SSLC Pre degree/HS Degree

P.G Professional

6. Region in Kerala: Southern Middle Northern

B. Survey Data

1. Did you take insurance policy from the same bank in which you hold bank
account?

Yes No
2. From which bank, you purchased insurance policies?

Public Sector Bank Old Private Sector Bank

New Generation Private Sector Bank

3. Which type of insurance policy you have taken from bank?

Life Non life Both

4. What are the objectives of taking life insurance policy? (Rank them as 1, 2, 3
etc)

a. Investment

b. Protection

c. Tax benefit

d. Education

e. Annuity benefit(Pension)

f. Others (specify) …………………………

5. Which installment mode you preferred for making premium payment?

Yearly Half yearly Quarterly Monthly

6. Rate your level of awareness on the following features of bancassurance
products.

Level of Awareness
Features
Fully aware Partly aware Unaware
Level of protection
Medical Examination
Premium level
Age limits
Flexibility
Service charges

7. Express your level of agreement with respect to the following factors that
motivates you to take insurance policy from bank

Level of Agreement
Moderate

Statements Disagree

Disagree
Strongly

Strongly
Agree

Agree

Existing relation
Reputation of bank
Quality of service
Features of policies
Cheapest rates
Convenience
Pressure from bank staff
Pressure from relatives and friends
8. How much yearly premium you are paying? Rs ………………………….

9. What is the Sum Assured (Insured amount)? Rs …………………………

10. What is the Period of Policy? ………………… Years

11. Do you have a policy with LIC?

Yes No

12. If yes, what is the sum assured? Rs ………………………..

13. How did you come to know that banks sell insurance products?

Published materials in branches

Information by bank employees

Information by insurance company staff in banks

By mail/phone from banks or insurance companies

Academic literature

References by relatives, friends and colleagues

14. Express the level of your preference to buy insurance policies from banks

Highly Moderate Low

15. Express your level of satisfaction regarding the bancassurance services

provided by your bank.

Highly Satisfied Satisfied

Neither Satisfaction nor Dissatisfied Dissatisfied

Highly Dissatisfied
16. Express your level of agreement with respect to the following problems you
have faced as a bancassurance customer

Level of Agreement

Moderate
Statements

Disagree

Disagree
Strongly

Strongly
Agree

Agree
Lack of guidelines about product features

Poor advisory services

High service charges

Un attractive product

Poor dealings of bank staff

Lack of commitment and motivation from bank

staff

Lack of trained staff for customer education

Poor relationship management

Experience of financial loss from bank

Stiff competition of the specialized financial

institutions (LIC)

Lack of diversity

No specialized officer

Pressure of the other financial products

Product is still at infancy

Absence of banc assurance agents

Lack of confidence of the customers

17. How do you compare Bancassurance and LIC as channels of insurance?

Bancassurance LIC

Very High

Very High
Very Low

Very Low
Factors

Medium

Medium
High

High
Low

Low
Transparency in service

Quality of insurance service

Supply of necessary
information

Trust in accepting insurance

Features of insurance products

Degree of personal contact

with staff

Relationship Management

Rate of service charges

Encouragement and motivation

for purchase

Feeling of overall satisfaction

18. In your opinion, what is the main motive behind bancassurance?

Additional fee income for bank

Increase market penetration for insurance company

Customer accessibility

19. Which bank you feel would excel in bancassurance services?

Public Sector banks

Old Private Sector banks

New Generation Private Sector Bank

 APPENDIX - 2

QUESTIONNAIRE (FOR BANKERS)

Kindly fill up the questionnaire which is required for collecting data for my

research work. I assure you that I will keep the information confidential and use

only for my academic purpose.

Thanking you

Aravind .J,
Research Scholar,
Department of Commerce,
Nirmala College,
Muvattupuzha

A. General Data

1. Designation: .………………………………………

2. Bank Category:

Public sector Bank Old Private Sector Bank

New Generation Private Sector Bank

3. Age (in years): ……………………….

4. Experience (in years) ……………………

5. Location of branch in Kerala: Southern Middle Northern

6. Actual Number of staff in branch: ……………….

7. Average number of customers visiting branch daily: …………………
B. Survey Data

8. Which types of insurance policies are distributed through your bank?

Life only Non Life only Both

9. How much is the average annual premium collected by your branch?

Rs …………………

10. Express your level of agreement with respect to the following factors which
influence the attitude of bank managers towards bancassurance

Level of Agreement

Moderate
Statements

Disagree

Disagree
Strongly

Strongly
Agree

Agree
Services under one roof

Product diversification

Indispensable product based service

Insurance needs of customers

Marketing expertise of bank

managers

One of the core areas

Generation of fee income

Possibility of cross selling of

insurance

Profitability improvement

Sales oriented culture

Improvement of employee
productivity

Wide network of bank branches

Availability of customer data

Rural penetration of insurance

Long term retention of customers

Necessity in future

11. Is there a bancassurance officer for distributing insurance policies in your

bank?

Yes No

12. If it is yes, express your level of satisfaction regarding the performance of

bancassurance officer.

Highly Satisfied Satisfied Neither Satisfied nor Dissatisfied

Dissatisfied Highly Dissatisfied

13. What is your opinion about the performance of bancassurance business in

your branch?

Very Good Good Average Poor Very Poor

14. Express your level of agreement with respect to the following factors about
the challenges of bancassurance business
Level of Agreement
Statements
Strongly Strongly
Agree Moderate Disagree
Intrinsic factors Agree Disagree
Bank managers are not
considering insurance
as core business
The provision of quality
service to policy holders
is a difficult task when
there are a large number
of customers
From huge number of
customers, it is difficult
to identify potential
customers
We don’t have back
office to deal with
customer data base to
identify potential
customers
Insurance marketing
mainly depends on
personal relationship
with customers which is
very difficult in banks
The bank staff is not
getting sufficient
training about education
for dealing with
insurance products
Extrinsic factors
The dual regulation of
banking and insurance
companies is a great
challenge for
bancassurance
Value of market linked
insurance policies
depends on market,
which may adversely
affect customer
satisfaction
The intense competition
in the field of insurance
distribution necessitates
real marketing which is
lacking in banking
Banks have agreement
with one or two
insurance companies
which may not be
popular in our region

15. Express your level of agreement with respect to the following statements
about opportunities of bancassurance business

Level of Agreement
Statements
Strongly Strongly
Agree Moderate Disagree Disagree
Agree
Bancassurance ensures
cross selling of
insurance policies along
with banking services
Bancassurance helps to
improve customer
retention.
Bancassurance enables
satisfaction of more
financial services under
one roof.
Bancassurance provides
a new way of
generating fee income.
Bancassurance will
give more opportunity
to communicate with
customers and thereby
build a strong relation
between banks and
customers
Bancassurance
improves customer
retention
Bancassurance
increases the
productivity of
employees.
Bancassurance
establish a sales
oriented culture

16. How did you inform customers about the selling of insurance products in
your branch?

Display of brochures and pamphlets in branches

Canvassing customers while visiting branch
Canvassing customers by visiting their residence
Through mail or phone
Through insurance persons
Customers themselves visit branch for insurance

17. Do you think that bancassurance has a bright future in the Indian market
Yes No

Thank you

ARAVIND.J
 APPENDIX - 3
DETAILS OF BANK BRANCHES as on March 2012
(Source: SLBC, Trivandrum)
a. Old Private Banks

Bank South Middle North Total

CSB 63 139 49 251

City Union Bank 3 4 3 10

Dhanalakshmi Bank 44 64 37 145

Federal bank 204 226 133 563

ING Vysya Bank 4 11 8 23

Jammu and Kashmir Bank - 1 1 2

Karnataka Bank 4 1 6 11

Karur Vysya Bank Ltd. 5 5 3 13

Lakshmi Vilas Bank Ltd. 2 2 2 6

South Indian Bank Ltd 115 282 127 524

Tamil Nadu Mercantile Bank Ltd 5 3 1 9

Total 449 738 370 1557

b. New Private Banks

Bank South Middle North Total

Axis Bank Ltd 15 20 13 48

Development Credit Bank Ltd 0 1 0 1

HDFC Bank Ltd 30 71 32 133

ICICI Bank Ltd 33 42 30 105

IndusInd Bank Ltd 6 8 6 20

Yes Bank Ltd 1 1 2 4

Total 85 143 83 311

c. Public Sector Banks

Bank South Middle North Total

Allahabad Bank 5 4 4 13

Andra Bank 8 6 9 23

Bank of Baroda 29 31 20 80

Bank of India 454 282 223 959

Bank of Maharashtra 1 3 3 7

Canara Bank 167 112 64 343

Central Bank of India 54 34 26 114

Corporation Bank 30 21 32 83

Indian Bank 246 228 54 528

Indian Overseas Bank 74 58 37 169

Oriental Bank of Commerce 4 8 5 17

Punjab National bank 33 27 48 108

Punjab and Sind Bank 1 1 - 2

Syndicate Bank 83 68 33 184

UCO Bank 10 13 10 33
Union Bank of India 52 102 35 189

United Bank of India 2 4 1 7

Dena Bank 2 8 3 13

State Bank of India 158 146 124 428

State Bank of Travancore 266 248 212 726

State Bank of Hyderabad 3 2 1 6

State Bank of Mysore 4 3 3 10

State Bank of Bikaner and Jaipur - 1 - 1

State Bank of Patiala - 1 - 1

Total 1686 1411 947 4044

Total Bank Branches (Region and Category wise)

Regions
Banks
South Middle North Total

Old Private Banks 449 738 370 1557

New Private Banks 85 143 83 311

Public Sector Banks 1686 1411 947 4044

Total 2220 2292 1400 5912