QUESTIONNAIRE

1. To find out which account is mostly maintained by customers?-

percentage analysis
2. to understand the areas in which customers are
most satisfied - factor
3. to find out the overall service quality of the bank- percentage
analysis

CUSTOMER SATISFACTION OF KERALA BANK –

WITH SPECIAL FOCUS ON COCHIN AREA

NAME OF THE RESPONDENT …………………………………………..

GENERAL INFORMATION

1.GENDER : MALE FEMALE

Others

2.AGE GROUP : LESS THAN 20 20-40

40- 60 ABOVE 60

3.EDUCATION : ILLITERATE PRIMARY

SSLC PLUSTWO

UG PG

4.AREA : URBAN RURAL semi urban

5.ANNUAL INCOME : LESS THAN 25000 25000-50000

50000-100000 100000-200000

200000-500000 ABOVE 500000

6. WHAT KIND OF ACCOUNT DO YOU MAINTAIN IN THIS BANK ?

CURRENT SAVINGS LOAN

DEMAT CREDIT CARD

7. WHICH OF THE FOLLOWING FACILITIES IS GIVEN MORE IMPORTANCE

IN YOUR BANK ?

LOAN FACILITIES O/D FACILITIES

ATM FACILITIES

8.what do you feel about overall service quality of bank?- last quest

Excellent Very good Good

Average Poor
MANAGING ACCOUNT – 18 ques -factor anls

How satisfied are you with the bank service:

very Satisfied Newtral Dissatisfied Very

satisfied Dissatisfied

Handle your account

Efficiently without
mistakes?
Apologise for any
mistakes?
Explain charges
clearly?

HANDLING QUERIES

HOW Satisfied are you with:

Very Satisfied Newtral Dissatisfied Very

satisfied Dissatisfied
The time taken by
members of staff to
answer the telephone?
The way in which staff
members answer your
call?
The ease of reaching
the person you need to
speak with ?
How quality your
enquiry was
understood and
responded to?
The clarity of the staff
members answer?
CUSTOMER SERVICE
In tearms the service you receved from the bank stafs,how satisfied
with the following?

Very Satisfied Newtral Dissatisfied Very

satisfied Dissatisfied
Friendy and courteous
manner
Knowledge of banks
product and services
Willing to listen and
respond to your need
Fast and effective
services
Provessional and
attractive appearance
willing to listen and
respond to your need
Availabe to customers
when needed

BRANCH FACILITIES

Very Satisfied Neutral Dissatisfied Very

satisfied Dissatisfied
Clean & well cared
facilities
Effectve, no wait
service
No long line ups at
cunter
Automatic bank
mechines are work
properly
Factor analysis- to understand the areas in which customers are
most satisfied