QUESTIONNAIRE

Dear respondent, I Faizan Showkat student of MBA (IB) in ISLAMIC UNIVERSITY OF

SCIENCE AND TECHNOLOGY, AWANTIPORA, carrying out a survey on CUSTOMER
RELATIONSHIP MANAGEMENT in HDFC Bank. I will be grateful if you fill the
questionnaire. The information is required for the project purpose only and will keep
confidential.

01. Name:

02. Age:

a) Below 25 years

b) 26-35 years

c) 36-45 years

d) 46-55 years

e) Above 55 years

03. Occupational status:

a) Student

b) Housewife

c) Employed

d) Business

04. Monthly income:

a) Upto 20,000

b) 20,000 – 50,000

c) 50,000 – 1,00,000

d) Above 1,00,000

05. Which type of account do you hold?

a) Savings a/c

b) Fixed deposit a/c

c) Recurring a/c

d) Current a/c
06. What is your preferred mode of contacting your branch?
a) Telephone/mobile
b) Internet
c) Going to branch physically
d) ATM
e) Others (specify) ___________

07. Whether bank employee gives answer for your question at the counter?
a) Yes
b) No

08. Are you satisfied with your financial transactions with your bank?
a) Highly satisfied
b) Satisfied
c) Uncertain
d) Dissatisfied

e) Highly dissatisfied

09. The following statements are measured on a five-point scale. Indicate your level of
agreement or disagreement with each statement on regarding service quality factors based
on your experience with your bank from. (5)Strongly agree, (4)agree, (3)neutral, (2)disagree,
(1)strongly disagree.
Mark only one
a) This banking agency offers high service quality.
1. 2. 3. 4. 5.

b) The service provided by this banking agency is reliable.

1. 2. 3. 4. 5.

c) Can rely on this bank to provide good service.

1. 2. 3. 4. 5.

d) Employees of this banking agency are always willing to help me.

1. 2. 3. 4. 5.

e) I feel safe in my transactions with this banking agency’s employees.

 1. 2. 3. 4. 5.

f) The bank has a skilled and compact employees.

1. 2. 3. 4. 5.

g) This banking agency handle customer complaints very well.

1. 2. 3. 4. 5.

h) I receive prompt attention from this banking agency’s employees.

1. 2. 3. 4. 5.

i) The bank has a skilled and compact employees.

1. 2. 3. 4. 5.

j) The appearance of the physical facilities of this bank, both at the bank and outside the bank, is
in accordance with the type of service provided.
1. 2. 3. 4. 5.

10. Rate the problem faced by you in your bank from 1)Strongly disagree to 7)Strongly agree
Please Tick [] the appropriate box
Factors 1 2 3 4 5 6 7

Delayed services

High charges

Lack of guidance

Indiscipline staff

Hidden charges

Inadequacy of services

Non-compliance of standing instructions

Failure on Commitment
 Out- dated technology

11. Customer loyalty: Rate the given statements from 1) highly dissatisfied to 7) highly satisfied

Item Statements 1 2 3 4 5 6 7
No.
1 I will go on using the same bank
2
I recommend the same bank to others
My banker is my friend
3
My bank is a leading bank in the
4 industry

5 My bank has a positive image

6 I trust my bank very much

12. Would you like to suggest any changes/ improvement in services/ feature of your
bank?