Questionnaire

Respected Sir/Mam,
I am Mehta Bhumit from centre for management studies, Dharamsinh
desai university, Nadiad. I would request you to fill up this questionnaire with
respect to a survey on Why Capital Study of customer satisfaction and
development towards surat peoples bank in Surat city. This survey is done for a
research project in our college and privacy of your personal information will be
maintained. It will not take more than 15 minutes. Thanking you in anticipation.
________________________________________________

Name: _________________________________________________
Qualification:
1) 10th

[ ]

3) Graduate [ ]
Occupation:
1) Salaried

2) 12th

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4) Post graduate

[ ]

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4) Business

[ ]

2) Professional

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5) Student

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3) Other

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Gender:
Male

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female

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I.

Do you think that your bank caters all your banking needs?
Yes [ ]
No
[ ]

II.

In your past how many years you have account with this bank?
Less than six month
[ ]
Six month to two year
[ ]
Two year to five year
[ ]
More than five year
[ ]

III.

Which type of account do you maintain with your bank?

(Multiple choice question)
Current account
[ ]
saving account
Loan account
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demat account
Others: - _____________________

[ ]
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IV.

Why do you select THE SURAT PEOPLEs CO-OP BANK LTD.?

(Multiple choice question)
Scheduled bank
Near to place
High interest rate on deposit
Better service
Lower charges
Variety of products
Others: ________________________

V.

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Do you prefer to use technology for your banking needs?

Yes
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No
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VI.

If yes, which service of technology based you make use of?

(Multiple choice question)
ATM cum debit card
[ ]
RTGS/NEFT
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ECS
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NET/Online banking
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Mobile banking
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E-payment
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VII.

Do you think your bank offers competitive interest rate?

Yes
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No
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VIII.

Do you use the service of alternative bank?

Yes
[ ]
No
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If yes which bank: ___________________

IX.

What do you feel about overall service quality of your bank?

Excellent
[ ]
very good
[ ]
Good
[ ]
average
[ ]
Poor
[ ]
The following section is related to some of the specific questions on the banks
services

X.

Managing Account
How satisfied are you with the way we:
(Strongly Dissatisfied=1; Dissatisfied=2; Neutral=3; Satisfied=4; Strongly Satisfied=5)
Satisfy factors
1 2 3 4 5
Handle your account efficiently, without mistakes?
Apologise for any mistakes?
Explain charges clearly?

XI.

HANDLING QUERIES
How satisfied are you with:
(Strongly Dissatisfied=1; Dissatisfied=2; Neutral=3; Satisfied=4; Strongly Satisfied=5)
Satisfy factors
1 2 3 4 5
The time taken by staff to answer the telephone?
The way in which staff answer your call?
The clearness of the staff members voice?
The ease of reaching the person you need to speak with?
How quickly your queries were understood and respond to?
CUSTOMER SERVICE STAFF/TELLERS

XII.

In terms of the service you received from the customer service

representatives/tellers, how satisfied are you with the following?
(Strongly Dissatisfied=1; Dissatisfied=2; Neutral=3; Satisfied=4; Strongly Satisfied=5)
Satisfy factors
1 2 3 4 5
Friendly and courteous manner
Knowledge of banks product & services
Fast and efficiently service
Professional and attractive appearance and willingness to
listen and respond to your need
Recognition of you as valued customer
BRANCH FACILITIES
Satisfy factors
Clean & well cared facilities
Efficient, no wait service
No long line ups at counter
Availability of information
Brochures
Pleasant & attractive dcor
Automatic bank machines in convenient locations

STATEMENTS AND DOCUMENTATIONS

XIII.

In terms of your expectations regarding mailed statements, please indicate your

satisfaction with the following:
Satisfy factors
Sent out reliably and on time
Complete record of transactions
Accurate
Easy to read and understand

Have you experienced any of the following issues in the last six months?
Types of issues
A mistake on your account
Instructions not carried out
Your name or address misspelt on
letters
A mistake with a standing order or
direct debit
A disagreement about charges
Unhelpful staff

Happened

Complained about

If you have complained, please tell us how satisfied you were with:
(Strongly Dissatisfied=1; Dissatisfied=2; Neutral=3; Satisfied=4; Strongly Satisfied=5)
Satisfy factors
1 2 3 4 5
The way your complaint was handled
The person who sorted out your Complaint
The time taken to sort out your Complaint
The follow-up contact you received
TELEPHONE ENQUIRIES
XIV.

Have you contacted your branch by phone in the last year?

Yes
[ ]
No
[ ]

XV.

What was the reason for your most recent telephone contact with your branch?
(Multiple choice question)
a. Account information/balance
b. Confirmation of fund transfer
c. Rate inquiry
d. Bank hours/phone number/address
e. Complaint
f. Loan enquiry
g. Credit Card enquiry
h. Statement enquiry
i. Other

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In terms of the service you expected from the telephone contact, please rate the
following criteria:
Types of response
Call handled promptly, not kept on Hold
Courteous and professional manner
Quickly connected to the right Person
Question or problem handled to
your satisfaction

XVI.

FINAL REMARKS
Would you like to be contacted by a bank representative?
Yes
[ ]
No
[ ]

XVII.

Would you recommend this bank to your friends, relatives, associates and
others?
Yes
[ ]
No
[ ]

XVIII.

Do you have any remarks you want to add concerning the service you have
been receiving at your bank?

_______________________________________
Thank you for taking the valuable time to fill this survey