A Study on customer satisfaction towards banking services of State Bank

of India in references with Erode city

QUESTIONNAIRE
APPENDIX:

We are the students of KSR College of Arts and Science, Tiruchengode. As part of our study,
We are conducting survey on" A Study on customer satisfaction towards banking services of
state Bank of India in reference with Erode city .Which will be presented at our college as a
part of our study. We ensure you that the data provided by you will be kept confidential and
used for academic purpose only.
Please tick in [ ] in following details as applicable.

I. SOCIO-ECONOMIC PROFILE OF THE RESPONDENTS

1. Gender : Male Female

2. Age : A)18yrs -25yrs

B)25yrs – 35yrs
C) 36yrs- 45 Yrs
D) 45 yrs – 55 yrs
E) above 56 Yrs

3. Your Education : a) Illiterate

b) Up to School
c) Under Graduate
d) Post Graduate
e) Others

4. Occupation : a) Unemployed (Student/House wife)

b) Salaried
c) Business
d) Agriculture
e) Retired from Service

5. Marital Status : a) Married

b) Single

6. Number of Members in your family: a) 2 to 4 b) 4 to 6

7. Monthly Income (Rs.) : a) >10000

 b) 10001 to 20000
c) 20001 to 30000
d) <30000

8. Type of Account : a) Savings Bank Account

a) Current Account
b) Deposit Account
c) Loan Account

9. Average balance in your bank a/c : 50,000 to1Lakh

1Lakhsto 3Lakhs
3Lakhsto 5Lakhs
Above 5Lakhs

10. Customer Experience with this Bank : Less than 2 years

2 -5 years
Above 5 years

11. Attractive rate of interest on SBI account / FD account :

A) Highly satisfied B) satisfied C)Neutral D)Dissatisfied E) Highly Dissatisfied

II. REASONS FOR SELECTING THE BANK

Please indicate your reaction to the following items by using following scale:
Strongly Disagree (SD), Disagree (D), Neutral (Neither Disagree nor Agree)
(N), Agree (A) and Strongly Agree (SA)

SNo. Reasons SD D N A SA
1 Nearness to home or office
2 Convenient operating hours
3 Given individual attention
4 Understanding customers’ specific needs
5 All banking transactions are safe
6 Promptness in service
7 Readiness to respond the queries raised by the
customers
10 Availability of Safety Locker Facilities
13 Affordable cost of service
15 Availability of various schemes of loan facility
16 Speedy process of loan sanctioning
III. GENRAL BANKING SERVICE AND CUSTOMER SATISFACTION :
Please indicate your opinion to the following items by using following scale:
Highly Dissatisfied (HD), Dissatisfied (D), Neutral (Neither Poor nor Good)
(N), Satisfied (S) and Highly Satisfied (HS)

SNo. Services HD D N S HS
1 Easy to Cash Deposits
2 SBI take more time when Withdraw
3 Easy to get credit card service charge is affordable
4 Easy to get ATM service charges
5 Easy to Accounts maintenance charges
6 No hidden charges
7 Availability of cash deposit machine in the bank
8 Bank exchange solid /mutilated Rupee note
Prompt intimation when term deposit is matured
9
10 Tele banking
11 RTGS & NEFT transfer facilities
IV. ONLINE BANKING SERVICE AND CUSTOMER SATISFACTION
Please indicate your opinion to the following items by using following scale:
Highly Dissatisfied (HD), Dissatisfied (D), Neutral (Neither Poor nor Good)
(N), Satisfied (S) and Highly Satisfied (HS)
SNo
Services HD D N S HS
.
1 ATM service is provided in multiple locations
3 ATM screen is user friendly
4 ATM is available for 24 x 7
6 Transaction in ATM is safe
7 Website is easy to use
8 Web page is server fast
9 Availability of information is up-to-date
10 Provide Mobile banking services

V. FACTORS INFLEUNCING CUSTOMERS’

SATISFACTION (FUNCTIONAL ASPECTS)

Please indicate your opinion to the following items by using following scale:
Strongly Disagree (SD), Disagree (D), Neutral neither (Neither Disagree nor
Agree) (N), Agree (A) and Strongly Agree (SA)

SNo. Factors SD D N A SA
1 The bank is located in a highly accessible place
2 The locality of the bank is free from population
3 Bank provides good parking space facility
4 Atmosphere in the bank is good
5 Transport facility is available to reach the bank
6 Reception received at bank is good
7 Employees are consistently courteous
My bank staff gives prompt attention to my
8
needs/wants
9 My bank staff handles my problems efficiently
10 Speedy and promptness of service
11 Financial counseling and advisory services
12 Banking hours is satisfactory
13 Waiting time is short
14 Accuracy in transactions
15 Opening an account with the bank takes less time
16 Cheque drop box facility is available
17 Customers’ grievances are addressed quickly