Appendix-I A1

QUESTIONNAIRE FOR SAMPLE BANK OFFICIALS

1. Name of the Bank : CB IOB SBI

2. Name of the Official (Optional) :

3. Designation (Optional) :

4. Branch

5. Location : Rural Urban

Age : _________________years

6. Educational Qualificattion :

SSLC :

Degree :

Post Graduate :

Technical :

7. Experience (in years) : __________years

Appendix-I A2

8. Opinion about services provided :

Strongly No Strongly
Agree Disagree
Agree opinion Disagree

a. Quick Service

b. Courtesy

c. Variety of services

d. Less formalities

e. Customer friendly approach

f. Goodwill of the bank

g. Liberal loans

h. Nearness to customer

i. Ability to manage

9. Opinion about hindrances existing:

Always Usually Occasionally Rarely Never

a. Slow services

b. Over crowding

c. Rigid formalities

d. No physical infrastructure

e. Locational disadvantage

f. Conventional service mode

10. Any other information

Appendix-II A3

QUESTIONNAIRE FOR SAMPLE CUSTOMERS

1. Name (Optional) :

2. Address (Optional) :

3. Sex : Male Female

4. Age (in years) : ______________years

5. (i) Location( Residence) : Rural Urban

(ii) Bank in which account is maintained: CB IOB SBI

6. Location of Bank Branch : Rural Urban

7. Year in which account is opened :

8. Period of Relationship with Bank : _____________years (approx.)

Appendix-II A4

9. Person who motivated you to select the bank (Pl. tick)

a. Friend b. Relative
c. Bank Official d. Government official

e. Own initiative f. Others

10. Types of Account maintained (Pl. tick)

Savings Bank ;

Current Account :

Recurring Deposit :

Fixed Deposit :

Loan Account :

Others :

9. Reasons for opening account in the

particular bank (Pl. tick whichever is applicable)
(a) Nearness :

(b) Quality of service :

(c) Only bank in the area :

(d) Village / Govt. officials :

(e) Recommended by others :

(f) Others if any :

10. Types of loans availed if any (Pl. tick)

(a) Agriculture :

(b) Dairy farming :

(c) Sheep rearing :

(d) Poultry farming :

(e) Horticulture :
Appendix-II A5

(f) Jewel loans :

(g) Cash loans :

(h) Over draft :

(i) Other loans :

11. Time taken for withdrawal of cash from ATM/Bank

(a) Less than 20 minutes :

(b) 20-30 minutes :

(c) 30-40 minutes :

(d) 40 minutes and more :

12. Time taken for depositing money

(a) Less than 20 minutes :

(b) 20-30 minutes :

(c) 30-40 minutes :

(d) 40 minutes and more :

13. Time taken for processing loan application

a) Not applicable :

b) Less than 15 days :

c) 15-30 days :

d) 30-45 days :

e) 45 days and above :

Appendix-II A6

14. Opinion about preferred bank timings:

a. 24 hours :

b. Additional evening counter:

c. 8 AM to 8 PM :

d. Others :

15. Have you lodged any complaint in the bank

Yes No

If yes, No. of complaints lodged

a) Once :

b) Two :

c) Thrice ;

d) More than thrice :

16. Steps taken to redress complaints by

a) Manager :

b) Staff :

c) Manager & Staff :

 Appendix-II
A7

Availing bank services :

Always Usually Occasionally Rarely Never

a. Bank cheque book

b. Travellers cheque

c. Gift cheque

d. Mail Transfer

e. Demand Draft

f. Cheque clearing

g. Overdraft

h. Others if any

Amenities and services :

Very Very
much Satisfied Neutral Dissatisfied much
satisfied dissatisfied

a. Furniture and provision

b. Bank interior decoration
c. Counter designs
d. Technology used
e. Forms used
f. Clarity in passbook entries
g. Timely issue of cheque book

h. Method of treating
customers
Appendix-II A8

17. Opinion about location and timings of bank services :

Strongly Strongly
Agree Neutral Disagree
Agree Disagree

a. Business hours are reasonable

b. Evening counters are necessary ( This is not needed here)

c. Bank located in accessible place

d. Flexibility in bank operation
e. Information given by banks are
accurate

f. Legitimate secrecy is
maintained in banks

Cost of services and others :

Highly Not Not at all

Reasonable Neutral
Reasonable Reasonable reasonable
a. General service charges
b. Time taken for
withdrawal of cash

c. Time taken for remitting

cash

d. Time taken for clearance

of cheque
e. Providing information
about bank transactions
f. Helping in getting special
provision facilities
 Appendix-II A9

23. Opinion on grievances handling

Highly
Not Not at all Not
Reaso Reasonable Neutral
Reasonable reasonable applicable
nable
a. Method of maintaining
complaint boxes
b. Method of hearing
grievances
c. Method of disposing
grievances
d. Attitude of officials after
making complaints
e. General behaviour of
staff towards customers
f. personalised services for
redressal

(You should add a Not Applicable column in the above, as not all customers will express
grievances)

24. Are you satisfied with the overall performance of your bank : Yes / No

25. Do you compare the performance of your bank with that of others : Yes / No

26. Have you any idea of shifting from one bank to another? : Yes / No

If yes,

Private Sector Public Sector

If you have already shifted, explain the reasons

a) Special services in new bank :

b) Government special programmes :

c) Personal attention of bank officials :

d) Getting loans with less formalities :

27. Any other information for improvement of services :