questionnaire part – i - shodhganga : a reservoir of...

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QUESTIONNAIRE

Part – I

Please make a ( ) mark in the appropriate space provides

1. Age : Below 20

21 to 30

31 to 40

41 to 50

Above 50

2. Gender : Male

Female

3. Qualification : School level

Graduate

Post Graduate

Professional

Others

4. Employment status : Salaried

Business

Professional

Retired

Housewife

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5. Marital status : Single

Married

Others

6. No. of Dependents :

7. Status of spouse : Employed

Unemployed

8. Income level (annual) : Less than Rs.1,00,000/-

Between Rs. 1,00,000 – 3,00,000/-

Above 3,00,000/-

Part II – Customer Usage of Products & Services


9. Your usage of services in SBI : Very Frequently

Frequently

Rarely

10. Mode of Products / Services use : Net Banking

Visiting branches

Both

11. Tick the type of A/c holding / Products in the appropriate space :

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Traditional Products Yes No

SB A/c

Current A/c

FD A/c

RD A/c

OD A/c

Loan A/c:

PPF A/c

IT based Products

Term Deposits

Special Term Deposits

Savings Account

Tax saving scheme

SBI MODS (Multiple option deposit scheme)

Trading A/c

Re-investment plan

Recurring Deposit

Annuity Deposit scheme

SBI Flexi Deposit scheme

Current Account

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Premium Savings Account

Savings plus Account

Rent plus scheme

Medi-plus scheme

Basic Banking –No frills account (only in SBI)

Yuva savings bank Account

Life – plus Senior citizen scheme

Young stars savings account

ESCROW account

Salary account (Corporate and Govt employees)

Money multiplier facility

Demat A/c

Trading A/c

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Part III – Services Offered


Kinds of Card services Yes No

Credit card

ATM cum Debit card

Cash + international

Travel card

International ATM cum Debit Card

Gold International Debit card

Smart Card

Gift Card

SBI Yova Card

EZ –pay card

SBI Vishwa Yatra foreign Travel Card

Corporate cards

Prepaid cards (Pay direct, Meal card, Gift card)

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Other Services

Internet banking services

Online trading services

Mobile banking

Demat service

Trading services

ATM services

Investment services

Cash management services

Broking services

Core banking servicer

RTGS and NEFT services (Real time gross settlement / National Electronic fund transfer)

E – Invest (IPO)

Magnetic Ink Character Recognition (MICR)

Multi City cheques (MCC)

RBIEFT (Interbank electronic funds transfer facility)

ERAIL (Electronic Rail booking)

EPAY

ECS (Electronic clearance system)

Tele banking / Mobile

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SMS services

Foreign Inward remittance

Safe deposit locker remittance

Gift cheques

NRI services

Remittance

Other services

Part IV – Customer satisfaction on I.T. based products and services


12.1.Computerized services at branch Level.

Highly

Satisfied Satisfied

Moderately

satisfied Dissatisfied Highly

Dissatisfied

I. The Payment System

Utility Bills Payments

Passbook entries

Electronic Cheque Clearances

FD receipts issue

ATM statement

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availability

Withdrawal of Cash

MICR clearing system

II. The Settlement System

Electronic Debit Clearing

Electronic Credit Clearing

Electronic Documents Management

RTGS (Real Time Gross Settlement)

Credit card Payments

Debit Card payments

Smart cards

Draft Issue(Purchase of Drafts)

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III. Centralized

funds management system

24 hrs banking service

Ac to AC transfer of funds

Branch to Branch transfer of Funds

Bank to Bank transfer of Funds

Preparation of vouchers

Electronic Funds Transfer

IV. Structured financial messaging solutions

Interactive voice response

Telephone banking system

Securing message for funds transfer

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V. Internet system

To view accounts

Remote banking services

EDI (Electronic Data Information) Developments

email management

VI. Debit card management solution (manages the lifecycle of ATMs and Debit cards)

To Get account statements

Biometric ATMs for Rural Banks

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Network based fraud deduction system

12.2. Core Banking (Services offered)

Access to transactions from any branch

Satisfaction towards Depositing and Lending of money Deposit of Funds

Satisfaction towards the reduction of costs

Satisfaction towards the reduction of risks

Satisfaction towards the reduction of time

Satisfaction towards parallel working on different issues

Satisfaction towards increase in efficiency

Satisfaction towards the overall SOA (Service Orientated Architecture)

12.3.ATMs (All services through ATMs)

ATM credit card and

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Debit card acceptance

ATM card issue duration

Cash Withdrawal Duration

Balance Enquiry

Receipt Of Mini Statement

Maximum limit per withdrawal

ATM locations

Guidelines for card usage

Charges for card usage

Lost card request to make Hot card

Replacement of Lost / damaged ATM card

Validity of ATM card

Maintenance of secrecy of PIN

Providing Tips for taking precautions about safe keeping of card

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Change of PIN as and

when required

Credit card payments through ATM

LIC

Shopping bills

Offering of freedom points

Regarding redumption of points

12.4.Internet Banking

New account opening

Cost incurred towards checking

Information provided about account

Security.

Specification of the types of transactions offered

Operational and

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transactional cost

Incurred

About ability to make transactions

Involving large amounts of assets instantaneously.

Regarding remote account access

Availability of inquiry and transactions

Services around the clock

World wide connectivity

Regarding easy access to account data both recent and historical

Regarding self account funds transfer

Regarding third party transfers in the same branch

Regarding direct customer control of international movement of funds with out intermediator

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Paying bills

Viewing and checking savings account balances

Paying mortgages

Purchasing financial instruments and certificate of deposits

Providing information about the investments in different financial products

Booking tickets (E- Ticketing)

E- Tax payments

EZ Trade

RTGS (Real time gross settlement)

E – Payment

E – Invest (IPO)

RBI EFT (Inter banking electronic fund transfer of the RBI)

Demand draft request

Standing instructions provided

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New cheque book request and much more

Credit card dues payments

Remittance to PPF account

Utility bills payments

Insurance premium payments

Payment of Donations to religious and Organisation

Setting SMS alerts for transaction details

Mutual funds investments

De –mat account services

Trading Account services

Submission of on – line request for the following.

1.Stop payment of cheque

2.Cheque book replenishment

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3.Demand draft / Pay order.

Round the clock service availability.

12.5.Mobile/SMS (service)

Checking of account balances

Payables details

Transfer of funds

View balances towards saving account

View balances of credit card

View balances of Mortgage

View balances of any loan

Transfer of money between two accounts

Service related to Automatic voice respond system

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Part V – Overall satisfaction


13.Overall customer

satisfaction variables Highly

Satisfied Satisfied Neutral Dissatisfied Highly

Dissatisfied

1.Adoption of technology in a bank

2. Accebility / real time response

3. Service quality

4. Transparent information

5. Variety of product design and

services

6. Variety of product and services

Delivery

7. Employee attitude towards

Customer complaints

8. Employee willingness to help

Customers

9. Employee attitude towards attention

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Of customers needs

10.Curtosy of bank staff towards

Customer

11.Regulatory norms

12. Security and safety

13.Customer convenience

14. Service charges

15.status of bank

16. Quickness of service

17.Authentication

18. Trust

19.Privacy

20.Availability of information

21. Reliability

22.Answering e mail

23.Well understood relationship

24.Overall performance quality

25. Economy banking with out visiting bank.

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14. State your Grievances if any towards the services of SBI ?

15. State your opinion regarding the response of addressing ombudsman

(complaint cell) for the complaints / grievances over E –mail ?

16. Give your suggestion to improve the service of SBI?