QUESTIONNAIRE

Name ______________________

Age _______

Gender _____________________

Occupation _________________

Annually Income _____________

E-mail _____________________

Address _____________________________________________________
1. For how long you are part of HDFC Bank?
a) Less than 6 Months
b) Less than 1 Year
c) Less than 2 Years
d) More than 2 Years
2. What are reasons that attract you to be a customer of the bank?
a) Its image
b) Its service
c) Products
d) All of the above
3. Are you aware of the different services offered by HDFC Bank?
a) Yes
b) No
4. Which of these services you are using?
a) Savings account
Yes/No
b) Fixed deposits
Yes/No
c) Current account
Yes/No
d) Net banking
Yes/No
e) Credit card
Yes/No
f) Insurances
Yes/No
g) Mutual funds
Yes/No
h) Loans
Yes/No

5. Which services of the banks would you rate the best?

a) Saving account
b) Fixed deposits
c) Current account
d) Demat account
e) Credit card account

f) Insurance
g) Mutual finds
h) Loans
6. Do you know about the extra services being provided by the bank?
a) Yes
b) No
7. Which of the following extra services of the banks would you rate the best?
a) Phone/Mobile banking
b) ATM
c) Net banking
d) All of these
8. What is your perception regarding the services of the bank?
a) Excellent
b) Good
c) Average
d) Poor
9. Employees in the bank give you prompt service?
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree

10. This bank does not make its customers to be in queue for long time.
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
11. Are you satisfied with the financial transactions with this bank?
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
12. How would you describe your view about Internet banking services?
a) Strongly Disagree

b)
c)
d)
e)

Disagree
Neutral
Agree
Strongly Agree

13. How would you describe your view about ATM services?
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
14. You recommend HDFC Bank services to your friends and colleagues.
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
15. How do you feel about overall service quality of HDFC Bank?
a) Strongly Disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree