Questionnaire

I am a student of Shri M. H. Kadakia institute of Management and Computer Studies, Ankleshwar. I am working on a project Analyzing the Gap between Management Perception and Customer Perception with respect to the Services offered in Retail Banking. I request you to spare some time to fill up this Questionnaire. I assure you that the data will be retain confidential & used for Academic purpose only. Thank You. Your Faithfully Dharmesh Patel

Part 1:- Personal profile of Respondent Name City.. Village name..

Gender: -

[ ] Male

[ ] Female

Age: -

[ ] 18 to 25

[ ] 26 to 35

[ ] 36 to 45

[ ] 46 to 55

[ ] Above 55

Education: -

[ ] SSC [ ] Uneducated

[ ] HSC

[ ] Graduation [ ] Post Graduation

Monthly Income: [ ] 5000-15,000 [ ] 15,001-30,000 [ ] 30,001-45,000 [ ] More than 45,000

Which Bank Services are you using? [ ] SBI [ ] HDFC [ ] Axis Bank [ ] Bank of Baroda [ ] ICICI Bank

How do you use Banking Services? [ ] As a Manager [ ] As a Customer

Part 2: Following are the Parameters of satisfaction, Rate them

(Please tick () 5, 4, 3, 2, 1 against appropriate box where: 5= highly satisfied, 4= satisfied, 3= neither satisfied nor dissatisfied, 2= dissatisfied, 1= highly dissatisfied)

No. 1. 2 3 4 5 6

Parameters of satisfaction towards bank facilitation How do you rate the courtesy levels of your banks Personnel/Staff? How well informed/knowledgeable you feel the bank staff is in answering/solving your questions/queries? Rate the aspect as to how fast the personnel are in responding/attending to you? How do you rate your bank with regards to the Transaction time taken for cash withdrawal/deposits? Rate the bank with regards to the transaction time taken to issue DD/Cheque/Statements. How do you rate your banks product or service innovation in the past two years?

7 8

How do you rate your bank regarding its promptness in keeping you informed of deposit rates /service charges? How positive or negative the bank is in entertaining your grievances. How do you rate your banks grievance redressal system? How do you rate your bank/ branch facility in terms of the comfort facilities it offers?

9 10

11 12 13 14

How do you rate the quality of ATM services provided by the bank? How do you rate the Debit card services offered by your bank? How do you rate the Credit card services offered by your bank? Rate your bank as to how fast you feel it is in processing and disbursing loans.

15

Rate the quality of the phone/net banking facility offered by your bank.