2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK

A STUDY ON CUSTOMER SATISFACTION

AND SERVICE QUALITY TOWARDS
ANDHRA BANK

1. 1. Name:

2. 2. Gender

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Male

Female

3. 3. Profession

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Employee

Bussiness

Student

Farmer

Housewife

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2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK

4. 4. Annual income

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Upto 2,50,000

2,50,001 - 5,00,000

5,00,001 and Above

5. 5. Do you have bank account in Andhrabank?

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Yes

No

6. 6. Name of the Bank account type: (if Yes)

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Savings account

Current account

Fixed deposit account

Recurring deposit account

7. 7. Which factors promotes you to use banking?

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Reduced time of Transactions

Cost effectiveness

Ease of use

Technology savvy

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2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK

8. 8. Are you familiar with computer usage level of your bank?

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Yes

No

9. 9. Which mode of Banking services you regularly use?

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Branch Banking

ATM

Internet banking

Mobile Banking

10. 10. How frequently do you use the following banking services per month?

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1 to 3 times 4 to 6 times 7 to 10 times Nil Regularly

Branch banking

ATM

Internet banking

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11. 11. Satisfaction level on the following services

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Highly Highly
Satisfied Neutral Dissatisfied
satisfied dissatisfied

Branch Banking

ATM

Internet
Banking

Mobile Banking

12. 12. What are the Problems you regularly faced?

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ATM problems

Internet banking Problems

Service delay

Security problems

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2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK

13. 13. What is the satisfaction level with regards to Service Quality?

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Highly Highly
Satisfied Neutral Dissatisfied
satisfied Dissatified

Bank location

Employees
Responsiveness

Problem solving

Updates

Policies and Procedure

Time bound

ATM Multiples

Green channel banking

14. 14. What are the Transaction Services charges levied?

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High Medium Low

ATM

Internet banking

E-wallet

Branch banking

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15. 15. Which of the following payment methods of transaction you choose (during
Shopping)?

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Debit/Credit card

Cash

E-banking

E-wallets

16. 16. What is the frequency of payment transactions per month?

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0 to 25 26 to 50 Greater than 50

Debit/Credit card

E-banking

E-wallets

17. 17. Which of the following payment methods are Secure?

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Highly Secure Secure Neutral Insecure Highly insecure

Debit/Credit card

E-banking

E-wallets

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18. 18. Overall rating of service delivery performance towards customers

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1 2 3 4 5

Branch banking

ATM

Internet Banking

Mobile Banking

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