Objectives

- Explore the services and products offered by the banks to individual customers.
- Understand the gap between expectations and perception of the customers with respect to
services offered by banks.
- Analyze how well the bank is performing in relevance to the services offered to customers by
the banks.
- Conclude and enumerate the recommendations that might help to reduce the gaps that exist
and foster the relationship of the customer more with the bank.

Selection of Banks
 Private or public?
 Which bank?

Services
 Debit/credit cards
 Phone/ Net banking
 Advancements of loan
 DD/ Cheque
 Cash withdrawl/ Deposits

Five point Likert scale to be used:

1. Poor
2. Average
3. Good
4. Very good
5. Excellent
Questionnaires

Statements Expectation Perception

How do you rate the courtesy levels of your bank’s Personnel/Staff?
Rate as to how well informed you feel the bank staff is in 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?
Rate how hassle free it was/is for you to open an account with the bank
How do you rate your bank’s product or service innovation in the past
two years?
How do you rate your bank regarding its promptness in keeping you
informed of deposit rates /service charges?
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?
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
Rate the interest rates currently being offered
Rate the quality of the phone/net banking facility offered by your bank.
Rate the mobile banking services providing SMS alerts for notifying
information of the bank services / new products