Annexure

Annexure
I am Gattamraju Sreelatha pursuing Ph.d at Reva University under the guidance of
Dr.M.Subramanyam, Associate Professor, Dept. of Commerce, Reva University,
Bangalore and co guide is Dr.K.S. Gopala Krishna HOD-Commerce, BES EVENING
COLLEGE on the topic. CUSTOMER SATISFACTION IN E-BANKING - A
COMPARATIVE STUDY OF SELECTED BANKS IN SOUTH BENGALURU,
KARNATAKA STATE
Please answer the Questionnaire and your answers will be of immense help for my
data analysis. Your information will be kept confidential. Your true reflections will
enable me to draw proper conclusions
Questionnaire

Name

Address

Occupation

Mobile No

E-Mail Id

Part –I(Demographic Parameters)

Please select the response that best describes your answer with a √

Male
1. Gender
Female
<25 yrs
25-40 yrs
2. Age
40 – 55 yrs
>55yrs
Below Bachelor Degree
Bachelor degree
3. Highest Education
Above Bachelor
Others
Businessman
Service
4. Occupation
Student
Others

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 < Rs. 10000/-
Rs. 10000 to 20000/-
5. Monthly Income Rs. 20000 /- to Rs. 30,000/-
>Rs. 30,000/-
State Bank of India
6. Specify your banker
Kotak Mahindra Bank
Yes
7. Are you aware of RuPay card?
No
Yes
8. Do you possess the RuPay card?
No
Preferred Mode of operating your bank Conventional mode
9. account electronic Mode
both
Frequency of operating the account in a < 5 times
10. month in an electronic way 5-10 times
>10 times
< 3 yrs
11. No. of years of using e- banking 3 – 5yrs
> 5yrs

Part II - Mode of E-Banking

Do you use the following modes of banking?
12. Conventional Banking ○ Yes ○ No
13. Net Banking ○ Yes ○ No
14. Mobile Banking ○ Yes ○ No
15. ATM ○ Yes ○ No
16. Telephone banking ○ Yes ○ No
17. Other E Banking ○ Yes ○ No

Please state your satisfaction level with the following modes of e-banking if you are
using the specific mode:

No Mode of banking/ scale of satisfaction VHS HS AS PS VPS

18 Conventional Banking ○ ○ ○ ○ ○
19 Net Banking ○ ○ ○ ○ ○
20 Mobile Banking ○ ○ ○ ○ ○
21 ATM ○ ○ ○ ○ ○
22 Telephone banking ○ ○ ○ ○ ○
23 Other E-Banking ○ ○ ○ ○ ○
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 VPS– very poor satisfaction, PS – Poor Satisfaction; AS – Average Satisfaction; HS – High
Satisfaction; VHS – Very High Satisfaction.

Part III E Banking services

Please state the frequency of availing the banking services in electronic way in your
perception in the recent year
Very Very
No Banking Service/Satisfaction Levels Often Seldom Negligible
Often seldom
24 Withdrawing cash ○ ○ ○ ○ ○
25 Depositing of cash ○ ○ ○ ○ ○
26 Managing debit/credit cards ○ ○ ○ ○ ○
27 Payment of Utility bills ○ ○ ○ ○ ○
Request for a/c balance/
28 ○ ○ ○ ○ ○
statement/cheque book
29 Fund Transfer ○ ○ ○ ○ ○
Shopping at physical store/Online
30 ○ ○ ○ ○ ○
store
31 Brokerage and agency services ○ ○ ○ ○ ○
32 Other bank services ○ ○ ○ ○ ○
Very Often ->20 times, Often -20-15 times, Seldom-15-10-times,Very seldom -10-5-
times,Negligible–5-1 time

Please rate your satisfaction levels while availing various e banking services from your
bank
No Banking Service/Banking Mode VHS HS AS PS VPS
33 Withdrawing cash ○ ○ ○ ○ ○
34 Depositing of cash ○ ○ ○ ○ ○
35 Managing debit/credit cards ○ ○ ○ ○ ○
36 Payment of Utility bills ○ ○ ○ ○ ○
37 Request for a/c balance/ statement/cheque book ○ ○ ○ ○ ○
38 Fund Transfer ○ ○ ○ ○ ○
39 Shopping at physical store/Online store ○ ○ ○ ○ ○
40 Brokerage and agency services ○ ○ ○ ○ ○
41 Other bank services ○ ○ ○ ○ ○
VPS– very poor satisfaction, PS – Poor Satisfaction; AS – Average Satisfaction; HS –
High Satisfaction; VHS – Very High Satisfaction.

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How important is the following factor while stating your satisfaction level with
e-banking service/product/mode.

No Statement/ Agreement 5 4 3 2 1

43 Easy to operate ○ ○ ○ ○ ○
44 Convenient to operate ○ ○ ○ ○ ○
45 Quicker and saves time ○ ○ ○ ○ ○
46 Available 24/7 ○ ○ ○ ○ ○
47 Reliable ○ ○ ○ ○ ○
48 Cost effective ○ ○ ○ ○ ○
Security measures,(like PIN,MPIN,
49 PASSWORD, OTP etc.,) taken by your ○ ○ ○ ○ ○
banker
51 Customer support system of the bank ○ ○ ○ ○ ○
51 Network speed ○ ○ ○ ○ ○
52 SMS confirmation of the transaction ○ ○ ○ ○ ○
5 – very important ; 4 – Important; 3 – Neutral ; 2 – Not important ; 1 – Not at all important

53. Any Other Information You would like to share -------------------------------------------

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Thank You for your support

G.Sreelatha

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