QUESTIONNAIRE Dear Respondent,I am student of Banaras Hindu University (BHU) and doing M.Com-II sem.

I haveundertaken the project for which I intend to pose a questionnaire aimed at comparing the customersatisfaction in public sector bank and private sector banks.Your cooperation is deeply solicited to provide the relevent information. I assure thatinformation will be kept confidential.Name of Customer_________________________ Mob. No._______________Nam e of the bank and type of account___________________________________________________Please answer the questions and tick at the place that matches your option. 1.Mobile/tele Banking How would describe your views about Customer Service Representative? Plese tick in the appropriatecolumn.(1: Very Dissatisfied/ 2: Dissatisfied/ 2: Satisfied/ 4: Very Satisfied/ 5: Highly Satisfied), specify thereasone if not using the service 12345 Call answering time Flawless/ Correct Operation Understanding and replyin queries correctly Communication skills/positive approach Genral assessment about the service 2.Branch Banking How would describe your views about Branch Banking? Plese tick in the appropriate column.(1: Very Dissatisfied/ 2: Dissatisfied/ 2: Satisfied/ 4: Very Satisfied/ 5: Highly Satisfied) 12345 Behaviour of the staff Time taken to process the transaction Working Hours Genral asswssment about the sevices provided by the baranch

3.Internet Banking

How would describe your views about Internet Banking? Plese tick in the appropriate column.(1: Very Dissatisfied/ 2: Dissatisfied/ 2: Satisfied/ 4: Very Satisfied/ 5: Highly Satisfied) 12345 Page Setup/ Menu Flow Ease of use/ Navigation Speed of page loadingVariety of transactions Genral assessmenr about the service 4.ATM Banking How would describe your views about ATM Banking Services? Plese tick in the appropriate column.(1: Very Dissatisfied/ 2: Dissatisfied/ 2: Satisfied/ 4: Very Satisfied/ 5: Highly Satisfied) 12345 ATM network distribution Continuous service Variety of transactions Easy of screen use Genral assessment about the service QUESTIONNAIRE Comparative Study on public and private sector banksDear customer, We are the students of C.T.I.E.M.T. Shahpur, Jalandhar. We are undergoing the projectentitled named Comparative Study on public and Private sector banks So byfilling this questionnaire please helps us in completing our project.

Q1. Which Sector bank do you have your account?

Q2. In which bank do you have your Account? 1. 2.

3. 4. Q3. Which type of account do you have in the bank?

Q4 In Case you have yours Account in more than one a Bank which one is your most preferred bank (Give only one bank

Q5. Rank the selection criteria for opening account with bank? Brand Image

Services

Location

Charges

Q6. Kindly rank the reasons for yours preference in this particular bank? Quick and fast services

Location

Friendly Behavior

Reliability

Q7. Which facilities are you availing at your bank? Atm/Debit card

Credit card

Insurance

Mobile Banking

Q8.How often do you use debit card to shop? Occasionally

Never Q9. How much Satisfied are you with your banks overall performance ? Excellent

Very Good

Good

Q10. Any Specific services you expect from your bank ? Q11.If an option is given to you, would you like to shift from the presentBank? Yes

No

Q12. Do you face any problem regarding the services provided by your preferred bank? If Yes Q13. Would you like to give any suggestions for the better functioning of banksin these sectors? Public Sector Private sector 16.Any other suggestions please specify ? ____________________________________________________________ _______________ _____________________________________________

Thanks for your valuable time given to us .We assure you that the information provided by you will remain confidential. Thanks for your co-operation. PERSONAL DETAILS. NAME- AGE-... GENDER-.. EDUCATION-... ADDRESS. . PHONE NO.-. E-MAIL ID-