“A COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION IN

NATIONALISED AND PRIVATE BANKS IN MADHYA PRADESH 2001-2010”

Questionnaire
Dear Sir/Madam,

I am Pallavi Gupta, a Research Scholar at Devi Ahiliya

Vishva Vidhalaya (DAVV) Indore. I am doing my research work on
customer satisfaction in banks, with title “A Comparative Analysis of
Customer Satisfaction in Nationalized and Private Banks in Madhya
Pradesh”.

The purpose of this survey is to study the perceptions of

consumers regarding adoption of banking in India. So for my research
work I am conducting a survey. If you are the customer of any bank,
kindly provide information related to the services provided by your bank
in the form of a simple 22 questions in the enclosed questionnaire to carry
forward my research work.

It would be very kind of you to spare your precious time for the same. I
assure you that the responses will be used solely for the purpose of
research and will be kept strictly confidential.

Thanking You,

Yours sincerely,

Pallavi Gupta

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 “A COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION IN
NATIONALISED AND PRIVATE BANKS IN MADHYA PRADESH 2001-2010”

QUESTIONNAIRE

A:-Personal Profile
1. Name :-

2. Contact Address :-

3. Phone Number :-

4. Email Id :-

5. Gender :- Male Female

6. Age Group :- Up to 20 20-40 40-60 Above 60

7. Occupation :- Business Go Government

Private Others

8. Education :- HSC UG PG Others

9. Marital Status :- Married Unmarried

10. Income :- Below10000

10000-30000

30000 and above

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 “A COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION IN
NATIONALISED AND PRIVATE BANKS IN MADHYA PRADESH 2001-2010”

B: - You’re Banks Profile

You have opened your account with: - Nationalized bank Private bank

12) A) Name of Private Bank: - ICICI IDBI Axis ING Vysya

Other Bank Name

B) Name of Nationalized Bank: - SBI PNB BOI Union

Other Bank Name

13 A).Frequency of Operation of Account (Bank):- Daily Weekly

Monthly

B) Frequency of Operation of Account (ATM):- Daily Weekly

Monthly

C) Frequency of Operation of Account (Mobile/Net):- Daily Weekly

Monthly

14) Duration of Holding Account (in years):- Up to 5 5-15

15 and above

15) Distance of the Bank from your Place (km):- Up to 3 3-15

More than 15

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 “A COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION IN
NATIONALISED AND PRIVATE BANKS IN MADHYA PRADESH 2001-2010”

C: - SERVQUAL Questions
Note: - E- Excellent, G-Good, M-Moderate, B-Bad, W-Worst

Nationalized Bank Private Bank

SERVQUAL Questions
E G M B W E G M B W

1 Modern equipment used by

banks (computer, cash counting
machine, ATM etc.)

2. Physical facilities at the banks

(building, furniture, counter,
water facility, space etc.)

3. Employees neatness and

appearances

4. Material quality and

appearances (pamphlets,
challans, pass book, cheque
book etc.)

5. Time schedule for the

operations(standard time )

6. Employees interest in solving

customers problems

7. Consistency of services provided

by the employees

8. Time taken for operation against

standard time

9. Quality of record maintained by

the employees (neatness, error,
accuracy etc.)

10. Information and guidance to the

employees

11. Promptness of service rendered

by the employees (clarity, speed,
softness etc.)

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 “A COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION IN
NATIONALISED AND PRIVATE BANKS IN MADHYA PRADESH 2001-2010”

Nationalized Bank Private Bank

SERVQUAL Questions
E G M B W E G M B W

12. Employees willingness to help

the customers

13. Employees attitude to hear the

customers problem

14. Employees behavior to increase

the confidence of customers

15. Confidence of safety of funds

with the bank

16. Employees courtesy with

customers

17. Employees knowledge to answer

the questions of customers

18. Employees individual attention

to the customers

19. Convenience of bank operating

hours

20. Employees personal relation

with customers

21. Employees aim to promote the

customer interest

22. Employees interest to

understand the specified needs
of customers

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