CHAPTER 6

SUMMARY, FINDINGS, SUGGESTIONS AND CONCLUSION

6.1 SUMMARY

CHAPTER: - 1 INTRODUCTION

 The Reserve Bank of India was set up on the recommendations of the Hilton
Young Commission.

 Before the establishment of banks the interest rates were very high, no security
of public savings and no uniformity regarding loan. So as to overcome such
problems the organized banking sector was established.

 The RBI has the sole right or authority or monopoly of issuing currency notes
except one rupee note and coins of smaller denomination. These currency
notes are legal tender issued by the RBI. Currently it is in denominations of
Rs. 2, 5, 10, 20, 50, 100, 500, and 1,000. The RBI has powers not only to issue
and withdraw but even to exchange these currency notes for other
denominations.

 The Government of India setup the Narasimham Committee in 1991, to

examine all aspects relating to structure, organization and functioning of the
Indian banking system the recommendations of the committee aimed at
creating at competitive and efficient banking system.

 In presently for the bank Risk management, Customer care services,

Technological problems, ATM facility, Branch Banking, Competition and
transparency are major challenges.

 In this changing scenario, the role of banks is very important for the growth
and development of the economy and therefore there arise a need to make this
service more convenience of the customer. Banking Sector is offering
traditional and other services to their customer at the door.
202
CHAPTER: - 2 REVIEW OF LITERATURE

 In this chapter, Introduction and profile of the researcher who has earlier
conducted research in similar area are briefly mentioned. Some studies
relating to Customer Satisfaction and Banking Services in banking sector are
reviewed by the researcher in this chapter.

CHAPTER: - 3 RESEARCH METHODOLOGY

 This chapter includes the introduction to research problem. The title of the
present study is ―Banking Services and Customer Satisfaction: A Comparative
Study of Public Sector Banks & Private Sector Banks‖ (With Special
Reference to the Gujarat State) The study is based on primary data mainly the
questionnaire and supported to secondary data.

 The main objective of this research study is to compare and analyze Customer
Satisfaction in public and private banking Services of Gujarat State in selected
five Cities. Some statistical measures like one way ANOVA and Sandler‘s A
Test have been applied to test the hypothesis Null Hypothesis. The limitations
of the study have also been presented. The main objective are derived by the
insight of the researcher Question and some studies related to banking services
and customer satisfaction conducted by researchers in the past.

CHAPTER: - 4 CONCEPTUAL FRAME WORK OF CUSTOMER

SATISFACTION

 This Chapter contains aspects related to the Customer Satisfaction that

includes Various Theory of Customer Satisfaction, Model of Customer
Satisfaction Measurement, important of Customer Satisfaction, Customer
Profit service Chain, Customer Satisfaction Processes, Components of
Customer Satisfaction and levels of Customer Satisfaction i.e. Top five
essential levels of Customer Satisfaction and Noriaki Kano Levels of
Customer Satisfaction. Each level is based on a neutral order of hierarchy and
should be approached from the lowest to the highest. The higher the level you
achieve, the more you will build customer loyalty and the greater will be your
success.
203
CHAPTER: - 5 DATA ANALYSIS AND INTERPRETATION

 This chapter covers various Banking Services, what is the knowledge of

customers for different banking services and what the objectives of using
banking service are. Further in this chapter Hypothesis has been tested with
the help of statistical tools like one way ANOVA and Sandler‘s A-Test for
final conclusion.

6.2 FINDINGS
 Level of customer satisfaction about branch location of public sector banks
and private sector banks customers are good but public sector banks customers
are more satisfied compared to the private sector bank.

 In reference to the bank infrastructure and attractive layout of both banks

customers are satisfied but dissatisfaction level of public sector banks is high.
So, private sector banks customers are more satisfied as compared to public
sector banks.

 Customer satisfaction level about working hours of bank of both public sector
banks and private sector banks customers are also adequate.

 Dissatisfaction levels of public sector banks customers are high regarding the
level of computerization than private sector banks. The private sector banks
customers are satisfied with the level of computerization.

 The public sector banks and private sector banks customers have given
neutral response about satisfaction with customer care services. It means that
they are not so much dissatisfied as well as satisfied with their banks.

 Private sector banks customers are more satisfied as compared to the public
sector banks with the cooperation of bank staff.

 Public sector banks customers are more satisfied as compared to private sector
banks about the affordability of bank charge.
204
 Public sector banks customers are more satisfied as compared to private sector
banks about maintenance of confidentiality.

 Both public sector banks and private sector banks customers are satisfied
about quick/prompt service.

 Both public sector banks and private sector banks customers are satisfied with
the quality of interaction of staff with customers.

 Both banks customers are satisfied but public sector banks customers are
dissatisfied compared to private sector banks. So, private sector banks
customers are more satisfied as compared to public sector banks about the
information brochure.

 Private sector banks customers are satisfied as compared to the public sector
banks about attendance & response to call.

 Private sector banks customers are more satisfied as compared to the public
sector banks about queries resolution & grievances handling.

 Private sector banks customers are more satisfied as compared to the public
sector banks about information disclosure through E-mail and SMS.

 Customers of private sector banks selected their bank because most of them
find comfort with it about bank‘s infrastructure and attractive layout,
availability of services like ATM, mobile banking, working hours of bank, and
level of computerization. Customers of private sector banks are more
interested in availability of advanced services.

 In comparison with private sector banks, public sector banks customer

selected their bank because they find number of branches in different area,
maintenance of confidentiality and bank charge is affordable.

205
 In comparison between public sector banks and private sector banks, both the
banks customers are satisfied about ATM facility. It indicates that the public
sector banks and private sector banks equally offers all the ATM facility.

 By applying the ANOVA technique for the customer satisfaction and banking
services of public sector banks and private sector banks for minimum waiting
time to complete a transaction in branch the researcher has found that the
calculated value of F (32.07) was greater than the table value (3.86) of F at 5%
level of significance that means the null hypothesis was rejected.

 By applying the ANOVA technique for the customer satisfaction and banking
services of public sector banks and private sector banks for handling inquiries
in branch the researcher has found that the calculated value of F (33.39) was
greater than the table value (3.86) of F at 5% level of significance that means
the null hypothesis was rejected.

 By applying the ANOVA technique for the customer satisfaction and banking
services of public sector banks and private sector banks for time taken to sort
out your complain in branch the researcher has found that the calculated value
of F (26.03) was greater than the table value (3.86) of F at 5% level of
significance that means the null hypothesis was rejected.

 By applying the ANOVA technique for the customer satisfaction and banking
services of public sector banks and private sector banks for attitude of bank
staff in branch the researcher has found that the calculated value of F (26.71)
was greater than the table value (3.86) of F at 5% level of significance that
means the null hypothesis was rejected.

 By applying the ANOVA technique for the customer satisfaction and banking
services of public sector banks and private sector banks for seating
arrangement in the bank premises in branch the researcher has found that the
calculated value of F (23.00) was greater than the table value (3.86) of F at 5%
level of significance that means the null hypothesis was rejected.

206
 By applying the ANOVA technique for the customer satisfaction and banking
services of public sector banks and private sector banks for cleanliness of the
bank in the bank premises in branch the researcher has found that the
calculated value of F (41.64) was greater than the table value (3.86) of F at 5%
level of significance that means the null hypothesis was rejected.

 By applying the Sandler‘s A test for the customer satisfaction of ATM facility
in to the public sector banks and private sector banks for promptness of the
delivery of ATM card in branch the researcher has found that the calculated
value of A Statistics (7.90) was greater than the table value (0.304) of
Sandler‘s A at 5 % level of significance that means the null hypothesis was
accepted.

 By applying the Sandler‘s A test for the customer satisfaction of ATM facility
in to the public sector banks and private sector banks for the service
quality/behavior of ATM personnel/guard in ATM the researcher has found
that the calculated value of A Statistics (16.98) was greater than the table
value (0.304) of Sandler‘s A at 5 % level of significance that means the null
hypothesis was accepted.

 By applying the Sandler‘s A test for the customer satisfaction of ATM facility
in to the public sector banks and private sector banks for safety - security -
privacy in ATM the researcher has found that the calculated value of A
Statistics (102.59) was greater than the table value (0.304) of Sandler‘s A at 5
% level of significance that means the null hypothesis was accepted.

 By applying the Sandler‘s A test for the customer satisfaction of ATM facility
in to the public sector banks and private sector banks for cash availability in
ATM the researcher has found that the calculated value of A Statistics (30.87)
was greater than the table value (0.304) of Sandler‘s A at 5 % level of
significance that means the null hypothesis was accepted.

 By applying the Sandler‘s A test for the customer satisfaction of ATM facility
in to the public sector banks and private sector banks for quality of notes in
207
 ATM the researcher has found that the calculated value of A Statistics (6.63)
was greater than the table value (0.304) of Sandler‘s A at 5 % level of
significance that means the null hypothesis was accepted.

 By applying the Sandler‘s A test for the customer satisfaction of ATM facility
in to the public sector banks and private sector banks for availability of power
backup/generator in ATM the researcher has found that the calculated value of
A Statistics (12.03) was greater than the table value (0.304) of Sandler‘s A at 5
% level of significance that means the null hypothesis was accepted.

 By applying the Sandler‘s A test for the customer satisfaction of ATM facility
in to the public sector banks and private sector banks for ATM facility are at
convenient location in branch the researcher has found that the calculated
value of A Statistics (9.48) was greater than the table value (0.304) of
Sandler‘s A at 5 % level of significance that means the null hypothesis was
accepted.

208
 Summary of Hypothesis Testing

Relation Between Accepted Rejected Remarks

There is no significance Null There is

difference between the levels Hypothesis significant
of agreement of public sector ------- rejected Based difference
banks and private sector on ANOVA
banks customers for minimum test
waiting time to complete a
transaction in branch

There is no significance Null There is

difference between the Levels Hypothesis significant
of agreement of Public ------- rejected Based difference
Sector Banks and Private on ANOVA
Sector Banks Customers for test
Handling Inquiries

There is no significance Null There is

difference between the Levels Hypothesis significant
of agreement of Public Sector ------- rejected Based difference
Banks and Private Sector on ANOVA
Banks Customers for Time test
taken to sort out your
Complain
There is no significance
difference between the Levels Null There is
of agreement of Public Sector Hypothesis significant
Banks and Private Sector ------- rejected Based difference
Banks Customers for Attitude on ANOVA
of Bank Staff test

There is no significance Null There is

difference between the Levels Hypothesis significant
of agreement of Public Sector ------- rejected Based difference
Banks and Private Sector on ANOVA
Banks Customers for Seating test
Arrangement in the Bank
Premises

There is no significance Null There is

difference between the Levels Hypothesis significant
of agreement of Public ------- rejected Based difference
Sector Banks and Private on ANOVA
Sector Banks Customers for test
Cleanliness of the Bank

209
 Null
customers towards ATM Hypothesis There is no
facility - promptness of the accepted significant
delivery of ATM card - on five Based on ------- difference
point scaling Sandler‘s A
test

customers towards ATM Null There is no

facility - The service Hypothesis significant
quality/behavior of ATM accepted ------- difference
personnel/guard - on five Based on
point scaling Sandler‘s A
test

customers towards ATM Null There is no

facility - Safety - security - Hypothesis significant
Privacy - on five point scaling accepted ------- difference
Based on
Sandler‘s A
test
customers towards ATM
facility - cash availability in Null There is no
ATM - on five point scaling Hypothesis significant
accepted ------- difference
Based on
Sandler‘s A
test
customers towards ATM
facility - quality of notes - on Null There is no
five point scaling Hypothesis significant
accepted ------- difference
Based on
Sandler‘s A
test
customers towards ATM
facility - Availability of power Null There is no
backup/generator - on five Hypothesis significant
point scaling accepted ------- difference
Based on
Sandler‘s A
test
customers towards ATM
facility - ATM facility are at Null There is no
convenient location - on five Hypothesis significant
point scaling accepted ------- difference
Based on
Sandler‘s A
test

210
6.3 SUGGESTIONS

 Both public sector banks and private sector banks need to improve upon their
reliability and assurance of banking services. For that, it would be better for
both sector banks to be highly transparent and clear in their processes and
assured about customer services.

 In comparison with private sector banks, public sector banks have to focus on
their banking infrastructure and attractive layout, level of computerization, and
cooperation of bank staff, information brochure.

 Public sector banks should improve the banking services to help the customers
for payments of electrical bill and recharging mobiles.

 Attitude of bank staff and cooperation of bank staff with customers are
comparatively lower in public sector banks as compared to the private sector
banks. Hence, there is need to focus on these two aspects by the public sector
banks management.

 Public sector banks should take essential steps to expedite the customer‘s
inquiries.

 Public sector banks need to improve some services like queries resolution and
grievances handling.

 In comparison with public sector banks, private sector banks have to focus on
their customer care, bank charges, and maintenance of confidentiality.

 Public sector banks should extend the technology which is used in internet
banking and also need to increase information disclosure through e-mail and
SMS.

 Today, most of the youngsters prefer best banking services. Hence, both
public sector banks and private sector banks should inform and attract

211
 customers through internet, cinema, magazine, newspaper and digital
hoardings.

 Private sector banks need to do some efforts to retain their customers working
to the excessive bank charges. Private sector banks should cut some service
charges rationally and be more responsible on the part of their services.

 Public sector banks need to do hard efforts to retain their customers especially
on the count of computerization, queries resolution & grievances handling,
bank infrastructure and attractive layout, cooperation of bank staff, attendance
& response to call, information disclosure through e-mail and SMS.

 Public sector banks need to concentrate more on their credit facilities.

Customers do not have a good opinion about these facilities being offered by
public sector banks.

 Private sector banks need to expand their branches across the cities and sub-
urban areas.

 Public sector banks should try to reduce the time taken to sort out customers
complain. This will help the banks to get more number of satisfied customers
and also retain the present ones.

 Public sector banks need to focus at online banking mechanism and online
banking services to keep growing of their banking sector.

 Public sector banks should also offer such products or services which would
fully meet customers‘ needs, develop systems and procedures which are user-
friendly. They should make best use of technology in services, systems and
environment so as to ensure speed, accuracy and efficiency.

212
 6.4 CONCLUSION

The main aim of the study is to examine the customer satisfaction and baking services
in public sector banks and private sector banks. Today, we are living in a dynamic
world. In this world, each and every second is precious; customers do not like to
waste their time in waiting. So if the banks give best services to their customers than
customers do not change the bank. The majority of banks are not very diversified in
terms of the services they offer. Because of most of the category banks are likely to
have same services & tiring to put customers at ease. So, to differentiate its identity
from others each bank has to make hard efforts to rebuild their services among their
customers.

During this research, according to the findings of the study documented that the
majority of customers prefer to have accounts both with public sector banks and
private sector banks, that relatively younger people prefer private sector banks,
majority of service class customers have accounts with public sector banks and saving
account is the most popular product of both public sector banks and private sector
banks. The study has further revealed that the level of customer satisfaction various
across different types of services offered by public sector banks and private sector
banks. There is not a single service to satisfy their customer. For this study, according
to the result and the analysis show that the private sector banks create a good
impression and thus satisfy their customers by the banking services they provide. So,
private sector banks customers are more satisfied as compared to the public sector
banks. Therefore, public sector banks need to improve their customer services. They
should provide cost-effective and customized banking service to their customers.

Future scope of the study:

The researcher has studied only public sector & private sector banks‘ customers and
no other aspects. There is a scope for further research on other dimensions of
customer satisfaction and banking services. The comparison between public, private,
cooperative and foreign banks can be studied further also. But, this is a study of an
individual researcher and the journey of this research may be concluded.

213
214
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satisfaction measurement programs. American Society for Qualit. p.47.
72. Ivanka, A.H., Suzana, M., Sanja Raspor. Consumer Satisfaction Measurement
in Hotel Industry: Content Analysis Study. p.2.

73. Schall, M. (2003). Best Practices in the Assessment of Hotel-guest attitudes.

The Cornell Hotel and Restaurant Administration Quarterly. April: pp. 51-65.
74. Kano, N., N. Seraku, et al (1996). ―Must-be Quality and Attractive Quality‖.
The est on Quality. 7: 165.
75. Ibid.p.36.
76. Barbara Everitt Bryant & Claes Fornell (2005). ―American Customer
Satisfction Index, Methodology‖, Report: April, 2005.
77. Terry G. Vavra (1997). Improving Your Measurement of Customer
78. Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting
Customer Satisfaction Measurement Programs. American Society for Qualit.
p.12.
79. Luo, Xueming and C.B. Bhattacharya (2006). ―Corporate Social
Responsibility, Customer Satisfaction, and Market Value‖, Journal of
Marketing, Vol.70, pp.1-18.
80. Luo, Xueming and C.B. Bhattacharya (2006). ―Corporate Social
Responsibility, Customer Satisfaction, and Market Value‖, Journal of
Marketing, Vol.70, pp.1-18.
81. Halir Nadiri & Kashif Hussain (2005) ―Diagnosing the Zone of Telerance for
Hotel Services‖, Managing Service Quality, Vol.15. No.3.
220
82. Paula A, Cauchick Miguel; Márcia Terra da Silva; Elias L. Chiosini, and
Klaus Schützer.
83. Parasuraman, A., Zeithamal, V.A. and Berry, L.L. (1994), ―Reassessment of
Expectations as a Comparison Standard in Measuring Service Quality:
Implications for future Research‖, Journal of Marketing, Vol.58, Jan pp.111-
124.
84. http://www.flatworldsolutions.com/articles/levels-of-customer-satisfaction.ph
85. Ampol consulting Roman Nowacki, partner mowacki@ampolbiz.com
86. Managing and measuring customer satisfaction
87. http://blog.clientheartbeat.com/why-customer-satisfaction-is-important/
88. http://www.paulsudnik.com/customersatisfaction-2.htm
89. managing and measuring customer satisfaction Parimal H. Vyas no.23to25

221
 NEWS PAPER
1. The Economic Times (Guj) published from Ahmedabad
2. Sandesh (Guj) published from Rajkot and Ahmedabad
3. Gujarat Samachar (Guj) published from Rajkot and Ahmedabad
4. Divya Bhashkar (Guj) published from Rajkot and Ahmedabad
5. Phulchhab (Guj) published from Rajkot and Ahmedabad
6. The Times of India published from Mumbai
7. The Economic Times published from Mumbai
8. Financial Express published from Mumbai
9. Business Standard published from Delhi

E-RESOURSES

1. http://Kalyan-City.blogspot.com
2. http://www.businessdictionary.com
3. http://www.projectguru.in
4. http://shodhganga.inflibnet.ac.in
5. http://www.flatworldsolutions.com
6. www.iloveindia.com
7. http://www.ftkmc.com/banking.html
8. URL:http://kalyan-city.blogspot.com/2010/09/functions-of-reserve-bank-of-
india-rbi.html
9. URLhttp://Finance India market.com/investment. In-India/RBI.Htm
10. Http://www.hdfcbank.com/debit cards- lending.htm
11. http:/en.wikipedia.org/wiki/banking in India

222
 THESES

1. Dhadhal, Chitralekha H., 2011, ―A Study of Brand Loyalty and its Effect on
Buying Behaviour In Case of Selected Cosmetics Products in the State of
Gujarat‖
2. Malli, Reena R., 2011, ―A comparative study on marketing of Banking
products and customer services and satisfaction level in Gujarat‖
3. Munshi, Nisar M., 2010, ―A Comparative analysis of Job Satisfaction Level
of Management Teachers of MBA Colleges in Gujarat State‖
4. Marvaniya, Nilesh M., 2011, ―A Comparative Study of Non-Fund Based
Income of Selected Public Sector Banks & Selected Private Sector Banks in
India‖,
5. Nathwani, Rajeshri, 2004, The Study of Customers' Preference and
Managerial Effectiveness of Nationalized and Private Sector Banks

223
 JOURNALS & ARTICLES

1. Dr. Vijay M. Kumbhar, ―Service Quality Perception and Customers‘

Satisfaction in Internet Banking Service: A Case Study of Public and Private
Sector Banks‖ Cyber Literature: The International Online Journal, Volume 4
Issue 2 (December, 2011)
2. Abdullah Aldlaigan and Francis Buttle, ―Beyond satisfaction: customer
attachment to retail banks‖ International Journal of Bank Marketing Vol. 23
No. 4, 2005
3. Dr. Jyoti Agarwal, ―Customer Satisfaction in Indian Banking Services (A
Study in Aligarh District)‖ International Journal of Computing and Business
Research, Volume 3 Issue 1 January 2012
4. Suriyamurthi.S, ―Global Banking Survey: A new ERA of Customer
Satisfaction With Reference to India, Journal of Accounting and Financial
Management Research, Vol.2, Issue 2 Jun 2012
5. Dr. Manvinder Singh Pahwa and Prof. (Dr.) Karunesh Saxena, ―Analytical
Study of Customer Satisfaction at ICICI Bank with special reference to
ATMs‖ 2011 3rd International Conference on Information and Financial
Engineering IPEDR vol.12 (2011)
6. Deepti Kanojia and D.R. Yadav, ―Customer Satisfaction in Commercial Banks
A Case Study of Punjab National Bank‖ International Journal of Trade and
Commerce-IIARTC January-June 2012, Volume 1, No. 1
7. Ravi C.S and Kundan Basavaraj, ―customers preference and satisfaction
towards banking services with special reference to shivamogga district in
karnataka‖ Asian Journal of Marketing & Management Research Vol.2 Issue
1, January 2013
8. Waqar ul Haq and Bakhtiar Muhammad, ―Customer Satisfaction: A
Comparison of Public and Private Banks of Pakistan‖ IOSR Journal of
Business and Management (IOSRJBM) ISSN: 2278-487X Volume 1, Issue 5
(July-Aug. 2012)
9. Haeryip Sihombing, Parahsakthi Chidambaram and Kannan Rassiah, ―An
Analysis of the Customer Satisfaction: A case study of Bank Service‖

224
 International Journal of Application or Innovation in Engineering &
Management, Volume 1, Issue 2, October 2012
10. Nikhil Chandra Shil & Bhagban Das, August (2008) conducted study on
―Customer Satisfaction with regard to Banking: An Application of QFD‖ –
Management Research, Vol.7, No.8
11. Journal of the Indian Institute of Bankers, Published by Indian Institute of
Bankers, Mumbai
12. Dr. K.S.Jaiswal & Nitu Singh, January (2007), ―Retail Banking: Indian
Scenario‖-Indian Journal of Marketing, Issue no.1, page-32
13. Ashok KumarM. & Rajesh R., September (2009), ―Whether Today‟s
Customers are Satisfied? - A study with banks‖- Indian Journal of Marketing,
vol. 39, issue no.-9, page no.-56.
14. Harish Kumar ( 2004 ) , ―A comment on customer satisfaction measurement in
banking services‖ – Business perspectives, Vol.-6, No.-1, Jan-June
15. Angur, M.G., Nataraajan, R. and Jaherea, J.S. Jr (1999), ―Service quality in
the banking industry:

225
 BOOKS

1. Vasant Desai, (2009) Bank Management 1st edition, Himalaya Publishing

House
2. ―Managing and Measuring Customer Satisfaction‖ Parimal H. Vayas.
3. D. G. Hasnson, ―Services Banking‖ the institute of bankers, London.
4. Median & Arthur(2007), ―Bank Marketing management‖
5. Choudhary C.M., 'Theory and Practice of Banking' [Sublime Publications
Jaipur] 1996.
6. Kothari C.R., 'Research Methodology' [Wiley Eastern Limited] 1955
7. Sharma K.R., 'Research Methodology' [National Publishing House, Jaipur -
New Delhi - 2002]

226
 APPENDIX

Questionnaire for Banking Services and Customer Satisfaction

(For Ph. D. Dissertation)

Researcher : Mr. Sandip R. Chavda

Program : Doctor of Philosophy (Ph. D.)
Title : ―Banking Services and Customer Satisfaction: A comparative
study of Public Sector Banks and Private Sector Banks‖ (with
special reference to the Gujarat State)

Department : Department of Commerce and Business Administration

Saurashtra University

Rajkot – 360 005

Contact : +91- 9662633033 chavda.sandip20846@gmail.com

Guide Name : Prof. Alok Chakrawal

A kind note for respondents: I do, hereby, request you to kindly spend some time to
answer this questionnaire which is designed to measure the level of customer
satisfaction and banking services of public and private sector banks. I assure you that
the information provided by you shall be kept strictly confidential and will be used
for academic purpose only. Without your esteemed help and cooperation this work
will not be accomplished, so your kind co-operation is highly solicited.

227
Part A: - Personal Information

1) Name :

2) Location : City Specify area

3) Native background : City/Village

4) Gender :

Male Female

5) Age :

18to 25 26 to 40 41 to 60

More than 61

6) Qualification :

Under Graduate Graduate

Post Graduate

Any other

7) Marital status :

Married Unmarried

8) Occupation :

Government service

Working in private organization

Own business Farmer Student

Other (Please specify)

228
Part B: Subject related question
1) In which city your bank (branch) is located?

Rajkot Ahmadabad Surat Baroda

Jamnagar

2) Name of your bank __________________________________

3) Your bank is Public sector bank Private sector bank

4) Which type of account you have?

Saving account Current account

Other (Please specify) __________________________

5) Procedure to open an account with the bank was difficult?

Yes No

6) What factor you consider while selecting your bank?

Tick () whichever is applicable

Particular Tick
Bank reputation& images
Bank Services
Bank Location
Bank Charges
No. of branches
No. of ATMs
Internet banking facility

Branch Facilities

7.1) How frequently do you visit the bank (branch) in a month?

Not at all 1 to 3 times 4 to 8 times

9 to 12 times Over 12 times

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7.2) How satisfied were you with the following aspect of the branch facility?

No. Parameters Highly Satisfied Neutral Dissatisfied Highly

Satisfied Dissatisfied
1 Branch location
2 Seating arrangement for customer
3 Cleanliness of the bank
4 Bank infrastructure and attractive layout
5 Working hours of bank
6 Handling inquiries
7 Level of computerization
8 Time taken to sort out the complain
9 Attitude of bank staff
10 Satisfaction with customer care
11 Cooperation of bank staff
12 Bank charge is affordable
13 Maintenance of confidentiality
14 Quick / prompt service
15 Minimum waiting time to complete a transaction in
branch
16 Quality of interaction of staff with customers
17 The information brochure
18 Attendance & Response to call
19 Queries Resolution & Grievances Handling
20 Information disclosure through E-mail and SMS

230
7.3) Give your opinion on the following issue?

No. Parameters Strongly Agree Neutral Disagree Strongly

Agree Disagree
1 I am satisfied with the customer service
representatives/ teller
2 Supervisor/ manager/ bank officials recognize me as
a valued customer
3 I use online banking services to print bank slip&
statement
4 I use online banking services to open a bank account
5 I regularly contact bank advisor
6 I have applied for credit facility (loan) with my bank
7 I am informed and offered various credit facilities by
the bank
8 Credit facilities are promptly available on request
9 Credit facilities of my bank are reasonable and not
costly
10 I use locker facility of the bank
11 I have to maintain minimum balance as per banks
requisition
12 I pay my bills through banking/online banking
mechanism
13 I receive the Information with regards to
dishonored/bounced cheques
14 I receive immediate attention for my query related to
default in ATM cash withdrawal
15 I receive the necessary assistant from bank‘s
financial advisor for loan, saving and investment
decision

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 8) Which of the following Banking service are available at your bank and
which of them are used by you?
No. Services Available Services
at bank I use
1 Bill payment
2 Cash / cheque deposit
3 Forex services
4 Recharge mobile
5 Pay telephone bill
6 Pay electrical bill
7 Insurance
8 Cash withdrawal
9 Credit card
10 ATM card
11 Locker facility
12 Mobile banking
13 Mutual fund
14 Project finance related services
15 Student scholarship services (laptop / desktop loan)
16 Financial adviser / Consultant
17 Net – banking
18 Demand draft/ banker‘s Cheque
19 Bank deposits
20 Home loan

9. How often do you use the online banking in a month?

I never use this service 1 to 3 times

4 to 8 times 9 to 12 times over 12 times

10. What according to you the main Limitation of online banking?

Please tick () the appropriate
Overall difficulty of using online banking system
Limited services do not enable all banking operations
Unreliable
Security concerns
Impersonality of the service
Lack of trust on internet service
Cyber-crimes/ Phishing

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ATM Facility

11. Level of customer satisfaction about various aspects of ATM facility.

No. Parameters Highly Satisfied Neutral Dissatisfied Highly

Satisfied Dissatisfied
1 Promptness of the
delivery of ATM
card
2 The service
quality/behavior of
ATM
personnel/guard
3 Safety – security –
privacy
4 Cash availability in
ATM
5 Quality of notes
6 Availability of
power back
up/generator/inverter
7 ATM facility are at
convenient location

12. Are you satisfied with your bank?

Highly Satisfied Satisfied Neutral

Dissatisfied Highly dissatisfied

13. Would you recommend this branch to a friend or business associate?

Yes No Can‘t Say

If no, give reason

14. Will you switch to any other bank?

Yes No Can‘t Say

If yes, give reason

______Thanks for your kind cooperation______

233