Customer Relationship Management In Banking Sector : A Comparative Study On Customer Services Provided By Public And Private Sector Bank

NAME_____________________
S NO. A B QUESTION Gender Age CODES Male :1 Female :2 15-20 :1 21-25 :2 26-30 :3 31-35 :4 36-40 :5 Above 41:6 Married :1 Unmarried :2 Illiterate :1 Metric :2 Senior Secondary :3 Graduate :4 Post graduate :5 Business :1 Service :2 Student :3 Retired :4 not working :5 Options Public :1 Private :2 Both :3 ICICI :1 HDFC:2 SBI :3 PNB :4 Others specify :5 Saving :1 Current :2 Demat :3 Fixed Deposit :4 Salary :5 Response RESPONSE

C C

Marital Status Qualification

Occupation

S.No 1

Questions Which sector bank do you have your account? In which bank do you have your account?

Which type of account do you have in the bank ?

In case you have your s account in more than one bank, which one is your most preferred bank? Rank the selection criteria for opening account with bank?

Kindly rank the reasons for your s preference in particular bank?

ICICI :1 SBI :2 HDFC :3 PNB :4 Others Specify :5 Brand Image :1 Services :2 Location :3 Charges :4 Quick and fast services :1 Location :2 Friendly behavior :3 Reliability/ Trust :4 ATM / Debit card :1 Credit Card :2 Insurance :3 Mobile Banking :4 Others Specify :5 Occasionally :1 Regularly :2 Once in a month :3 Never :4 Excellent :1 Very Good :2 Good :3 ATM facility :1 E- banking :2 Locker facility :3 Demat a/c :4 Yes :1 No :2 Time consuming :1 Cooperation of staff :2 Too many formalities :3 No any problem :4 Yes :1 No :2 Confused :3

Which services are you availing at bank?

How often do you use debit card to shop?

How much satisfied are you with your bank s overall performance? Any specific services you expect from your bank?

10

11

Are you getting proper feedback from your bank regarding any queries? Do you face any problem regarding the services provided by your preferred bank? Would you like to shift your bank account from present account?

12

13

14

Which bank s functioning would you like to prefer ?

Public sector :1 Private sector :2 Both :3 Confused :4 Public sector bank ____________ Private sector bank _________________

15

Any others suggestions regarding Public bank and private bank.

THANKS FOR YOUR SUPPORT !!!