Questionnaire for Customers
Dear Respondent:
I am a MBA student at Chandigarh University Pursuing research on the title "Consumer Behavioral ". I request you to
provide valuable responses for my research work for which questionnaire’ is given below. Your feedback in from of
responses would be kept confidential and would be used only for academic purpose.
kindly respond to all the General Questions
1. Name:
2. Name of the Bank & Branch:
3. Gender
A. Male B. Female
4. Age
A. 18 - 25 years B. 26 - 30 years B. 31 – 40 years C. 41 – 50 years
D. 51 – 60 years E. Above 60 years
5. Education
A. Illiterate B. High school C. Intermediate D. Degree
E. Masters Degree F. Others (please specify)
6. Marital Status
A. Married B. Un married C. widowed D. Divorced
7. Profession
A. Govt Employee B. Private Employee C. Business D. Self Employee
E. Student F. House Wife G. Others (please specify)
8. Monthly Income
A. Upto 10,000 B. 10,000- 15,000 C. 15,001-20,000 D. 20,001-25,000
E. 25,001-30,000 F. 30,001 – 35,000 G. 35,001-40,000 H. 40,001-50,000
I. 50,001 and above
9. Status of usage
A. Less than 1 year B. 1 – 5 years C. 5 – 10 years
D. 10 – 15 yeas E. Above 15 years
Specific Questions:
1. Which category of the banks do you consider as most technologically advanced?
A. Public sector bank B. Private sector bank
2. Which attribute of the bank do you value the most?
A. Quality of Service B. Technology used C. Trust
D. Location E. Type of the bank
3. Which factor promotes you to use the new techniques in banking? ( Tick all that are applicable )
B. Reduced time of transactions B. Cost effectiveness
C. Ease of use D. Technology savvy
4. Customer level of usage of technology ( Tick all that are applicable to you )
A. Net-Banking
B. Uses E – mail
C. ATM / Debit card service
D. Credit card service
E. Online banking services
F. E – payments
G. Electronic Fund Transfer (EFTs)/NEFT/RTGS
5. How frequently do you use the following banking services per month?
Nil 1to3 3to 8 8to 12 over 12
times times times times
A. Branch Banking
B. ATM
C. Internet Banking
D. Tele Phone banking
E. Mobile banking
Satisfaction on Technology usage Extremely Satisfied Neutral Dissatisfied Extremely
A. ATM Services Satisfied Dissatisfied
6. Promptness of card delivery
7. Transactions
8. The quality of notes (currency)
9. Conveniently located
B. Internet banking Services
10. Account information and balance enquiry
11. E- payments
12. Account to Account transfer
13. Due installment enquiry
14. Statement request( by email, fax, mail)
Extremely Satisfied Neutral Dissatisfied Extremely
atisfied Dissatisfied
C. Telephone Banking Services
15. Pleasant musical background
16. Reasonable number of voice prompts
17. Clear instructions
18. voice directions / on line directions for
new users
19. Provide additional options
D. Mobile Banking services
20. Reward point status
21. Prepaid Mobile Recharge
22. SMS alerts about specific information
to the bank services / new products
23. Transactions status
24. expensive
Satisfaction levels regarding the various Services Quality Dimensions:
At what level your satisfied with the following service quality dimensions?
Tick ( ) any option that represents your answer.
A. Tangibility Extremely Satisfied Neutral Dissatisfied Extremely
Satisfied Dissatisfied
25. Bank has up - to - date equipment & technology
26. Location of the Bank
27. Sufficient number of ATM machines
28. Cash counting machines
29. Counter partitions in bank and its branches
30. Materials associated with the banks office
(Pamphlets, brochures) are visually appealing
at the banks office
31. The employees approach
32. Guide signs indicating as to which counters are
offering which services
B. Reliability
33. The bank website does not freeze
after customer put in all the information
34. Information provided on website
35. Up to date content
36. Process of transactions
37. Wide range of products and services provided
C. Responsiveness
38. customer service representative.
39. Bank performs the services right the first time
40. Quick confirmation
41. Our requests are handled promptly
D. Assurance
42. Employees of bank have the knowledge
to answer customer questions
43. Politeness and friendly staff
44. Employees are always willing to help you.
45. Experienced management team.
E. Empathy
46. Time bound work of employee
47. Help desks, call centers of bank
48. Specific needs understood
49. Provisions of financial advices
F. Efficiency
50. Faster log in facility
51. Performance of Plastic cards(ATM, Debit/Credit)
52. Transfer of Funds(NEFT, RTGS)
53. Clearing Services(ECS-Credit/Debit)
G. Accuracy
54. Problem solving through instant information
55. Bank insists on error-free transaction records
56. Electronic Bills payments
Extremely Satisfied Neutral Dissatisfied Extremely
Satisfied Dissatisfied
57. Service charges
H. Security
58. Security for ATMs
59. Online filling
60. Protection of banking transactins
61. Privacy / Confidentiality of the bank.
62. Care in collection of personal information
I. Easy and Convenient Banking
63. Language and information content
64. Easy to find and change
65. Instructions on the website
66. User friendly system
67. Convenient hours of operation (24 X7)
J. Customer Service
68. Customer friendly environment at Bank
69. customer feedback services
70. capable of solving complaints adequately
71. brochures to educate new users
72. Special services for the elders and disabled
73. Are you satisfied with the overall technological services of your bank?
A. Yes B. No C. Can Not Say
74. The contribution of new technology to the success of banks in your opinion is:
A. Very high
B. High
C. Average
D. Low
E. Nil
75. What suggestions you can give to the development of technology to the Indian banking industry?
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Signature of the customer
THANK YOU VERY MUCH FOR YOUR VALUABLE TIME, COOPERATION, PATIENCE INFORMATION
