APPENDIX –I

INTERVIEW SCHEDULE FOR CUSTOMERS

FS - Fully Satisfied
S - Satisfied
N - Neutral
D - Dissatisfied
DS - Fully Dissatisfied
(Tick in the appropriate column)
Sl.No FS S N D FD
1 Friendliness
2 Easy Credit Facility
3 Confidentiality
4 Technology
5 Security Arrangement
6 Loan Flexibility
7 Prompt Service
8 Redressed of Complaint
9 Response of Phone
10 Setting of Bill
11 Minimum Balance Required
12 Documentation
13 Bank Charges
14 Smooth Transaction
15 Physical Setting
16 Information Network
17 Corporate Image
18 Interest Rate
19 Innovation Service
20 Maintenance of Record
21 Working Hours
22 Network of Branches
23 Customization
24 Standard of Quality
25 Grouping of Service
26 Features of Service
27 Behavior of Bank Personnel

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 APPENDIX - II

INTERVIEW SCHEDULE FOR BANK OFFICIALS

SA - Strongly Agree
A - Agree
N - Neutral
D - Disagree
SD - Strongly Disagree
(Tick in the appropriate column)

Sl.No Factors SA A N D SD
1 My bank has a clearly defined mission and business strategy,
driven by customer needs and the performance of customer
benefits.
2 Our top management team provides leadership for building and
maintaining customer benefits as a major goal of my bank.
3 The top management shows by its actions that everything begins
and ends with customers
4 Our top management team spends much time with key customers
5 Our bank’s culture emphasizes the values of honesty,
transparency and fairness.
6 We do not make promises to customers that we cannot deliver.
7 Our Core Values are emphatic about Relationship Building.
8 Our bank’s structure is meticulously designed around our
customers.
9 Our business objective is primarily driven by customer
relationships.
10 My bank has established clear business goals related to customer
acquisition, development, retention and reactivation
11 My bank is well organized and integrated internally to suit the
needs of our customers.
12 Customer relationships are the crux of our existence.
13 Investments in customer relationships are based on the lifetime
value of each customer of my bank.
14 We have a Loyalty program to enhance the Lifetime Value of our
Customers.
15 We provide increased customer convenience using a variety of
distribution channels

16 We regularly do customer service audit using mystery shoppers,

customer comments and surveys.

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17 We welcome complaints from customers
18 We have formal complaint systems, which cover both written and
verbal complaints, and inform customers of the progress of the
complaint.
19 We have effective customer recovery strategies including
guarantees for service failures.
20 We believe that customers are the purpose of all our activities and
keep communicating the same to all our employees and suppliers
21 Our senior managers are expected to spend time in customer-
contact areas, both observing and working in customer service
jobs.
22 Customers can expect exactly when services will be performed.
23 My bank has the service resources and excellence to succeed in
CRM
24 My bank understands individual customer's character, needs and
preferences and behaviors through past interactions with us.
25 We regularly measure and monitor customer satisfaction, loyalty,
and commitment.
26 We never get tired of asking customers for feedback about our
performance through as many means as possible

27 We take customer feedback seriously and reply to them.

28 Customer and employee feedback is taken using a variety of

direct and indirect measures
29 Customer feedback is used to create strategies conducive to
positive customer perceptions.
30 Any changes or actions deemed necessary would be implemented
to the benefits of our customers.
31 We broadcast to the employees the feedback given by our
customers
32 We respond to customer enquiries and requests in real-time.
33 Our systems are designed to make it easy for customers to do
business with us.
34 Our systems are flexible enough to adapt to customers’ changing
needs and wants
35 Our business processes are simple and well defined.
36 We use the concept of ‘Relationship Pricing’ in pricing our
different products/ services.
37 We strengthen the emotional bonds with our customers by
wishing them on important occasions.

38 We do cross selling of products / services to increase customer

share.
39 My bank has the sales and marketing expertise and resources to
succeed in CRM

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40 Our bank uses technology to automate marketing, sales and
service functions.

41 My bank believes that mining data intelligently is a source of

competitive advantage
42 IT facilitates the management of customer relationships

43 My bank has the right hardware and software to serve our

customers

44 My bank shares customer information across all points of contact.

45 My bank continuously maintains and monitors our customer

information.

46 Individual customer information is available at every point of

contact.
47 Our information systems are designed to give comprehensive data
about all aspects of our customers, so that we can be responsive
to them.
48 Our computer technology can help create customized offerings to
our customers.
49 My bank has the technical expertise and resources to succeed in
CRM
50 My bank has the right technical personnel to provide technical
support for the utilization of computer technology in building
customer relationships.

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 APPENDIX-III

PROMOTIONAL STRATEGIES BY PUBLIC AND

PRIVATE SECTOR BANKS TO MAKE AWARE OF CUSTOMER
BENEFITS

Sl.No Promotional Tool Yes No

1 Advertising on Television
2 Advertising in Newspapers
3 Personal Selling / Personal Contact
4 In Journals and Magazines
5 Tele Calling by Sales Persons
6 Outdoor Advertising Hoardings etc
7 Schemes/Gifts/Prizes for Customers
8 Public Relations/ Events / Programmes
9 Online Marketing / E-Mail
10 Pamphlets / Propaganda

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 APPENDIX- IV

LOYALTY OF CUSTOMERS
SA - Strongly Agree
A - Agree
N - Neutral
D - Disagree
SD - Strongly Disagree
(Tick in the appropriate column)

Sl. No Factors SD D N A SA
1 I have never seriously considered changing this bank
2 I consider myself to be a loyal customer of this bank.
3 I will continue using the services offered by this bank.
I will use other products/ services offered by this bank in the
4
future.
5 I recommend my bank to others.
I will switch to a competitor bank that offers more attractive
6
benefits/ interest rates/ service charges
I will switch to a competitor bank when there are problems
7
with the current bank’s service
8 I deal with the bank because I want to, not because I have to.
Sometimes I get a feeling of being trapped in dealing with the
9
retail bank

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 APPENDIX -V

CUSTOMER PERCEPTIONS
SA - Strongly Agree

A - Agree
N - Neutral
D - Disagree
SD - Strongly Disagree
(Tick in the appropriate column)

Sl.No Factors SA A N DA SD

1 The selection of bank is influenced by the range of

services
2 The customer selects a bank based on the quality of
services offered by them
3 Ownership of the bank is the criterion for the
selection of the bank
4 The customer opens an account to realize draft and
cheque
5 The purpose of opening of an account is to get loans
and advances
6 The customer opens an account with the bank enjoy
the non-material services offered by the bank
7 The interest rate offered for F.D is high
8 The interest rate of R.D is high
9 The cash certificate enjoy a high interest rate
10 The interest rate on the loans and advances are low
11. The customer always feels that borrowing from the
bank is more easy
12. The loaned and advances are granted to customers
without much difficulties
13. The banker takes more time to grant a loan
14. The customers are required to make many visit for
getting a loan
15. The loan is granted but the payment is delayed
16. The granted loan amount is released in installments
17,. For getting an loan the customer is required to
undergo many formalities
18. Bank normally accept installment repayment method
19. The number of installment is normal
20. Customers are given sufficient time for the
repayment of loan

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21. The amount of each installment is convenient for
repayment
22. The recovery procedure is harsh
23. The customers are well informed about the default of
repayment
24. Collection of cheque
25. Collection of drafts
26. Money transfer/mail transfer
27. ATM facilities
28. Safe deposit locker
29. Electronic clearing services
30. All the services are done quickly
31. The services are provided to all needed customers
32. Customers are satisfied with the existing services
33. The charges and fee for providing such services is
low
34. The time required for opening of an account is
normal
35. The banker issued the draft within the specified time
36. The D.D is realized within the specified time
37. The time taken for the encashment of cheque is
normal
38. The bank is easily accessible

39. The parking space is enough

40. The bank business hours is convenient to customers

41. The banker feels that customers are the real assets of
the bank
42. Customer’s complaints and grievances are redressed
quickly

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