Progress report on

A COMPARATIVE STUDY WITH REFERENCE TO PUBLIC SECTOR BANKS AND PRIVATE SECTOR BANKS
During period:-14th Feb. to 13th march By RAJIK.R.SHEIKH

OBJECTIVES:1. Customer awareness about Internet Banking. 2. Comparison on the basis of service provided to the customer. 3.Comparison on the basis of facilities available to the customer. 4. Various policies and promotional factor used to attract customer. 5. To find out expectation of customer from public sector bank and private sector bank. 6. To study the banking opinion of their customer regarding its feature like appearance.

 I have prepared the questionnaire from customers point of view.

 Q.1. How do you perceive quality of service offered by the bank? 1) Highly Satisfied 2) Satisfied 3) Dissatisfied 4) Cant say Q.2. How fast your complaints are resolved? 1) 0 to 10 days 2) 10 to 20 days 3)20 to 30 days 4) More than 30 days Q.3 Are you satisfied with the solution provided by the bank for your complaints? 1) Yes 2) No

 Q.4. Have you availed any personalized services of the bank? 1) Yes 2) No Q.5. How far the front end executive extends support to your queries? 1) Highly Satisfied 2) Satisfied 3) Dissatisfied 4) Cant say Q.6. Are you satisfied with the number and locations of ATM? 1) Highly Satisfied 2) Satisfied 3) Dissatisfied 4) Cant say

Q.7. Have you encounter any problem in ATM? 1) Inadequate Cash 2) Connectivity Error 3) Unable to get slip 4) Long queue Q.8.Are you aware of Internet Banking services provided by the bank? 1) Yes 2) No

Q.9.Do you feel insecure while using Internet Banking? 1) Yes 2) No

Q.10.Are you aware of mobile banking services provided by the bank? 1) Yes 2) No

 Q.11.Do you use mobile banking services? 1) Yes 2) No Q.12.Service charges and penalty (like non maintenance of AQB, non payment of EMI, credit card charges etc) are 1) Very High 2) High 3) Low 4) Cant Say Q.13.Do banks communicate for any changes in the policy? 1) Yes 2) No

 Q.14.Are you satisfied with the amenities provided at bank branches (like parking space, wash rooms, sitting area, drinking water etc) 1) Highly Satisfied 2) Satisfied 3) Dissatisfied 4) Cant say Q.15.How will you overall rate the bank? (1 being the highest and 5 being the lowest) a) 1 b) 2 c) 3 d) 4 e) 5