APPENDIX

CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING

INDUSTRY IN MADURAI CITY
Questionnaire
I. PERSONAL DATA
1. Name:

2. Age :

a)below 25 b)26 to 35 c)36 to 45

d) 46 to 55 e)Above 55

3. Gender :

a) male b)female

4. Marital status :

a)married b)unmarried

5. Educational Qualification:

a) school b) graduate c) Post graduate

d) Professional qualification e) others (specify )___________

6. Your present occupation:

a) Agriculture b) business c) Profession

d) employed in private e)employed in govt. f) pensioner

g)house wife h)student

i) others (specify )___________

7. State your part-time job:

a) business b) agriculture c) tutorials

d) others (specify )___________

8. Monthly income : Rs.___________

9. Family size: ______________

10. Mention the name of your favourite bank:________________

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11. Banking experience:

a) <5years b) 5-10 years c) 11- 15 years

d) 16-20 years e) > 20 years

12. Having bank account with

a) Nationalized bank b)private bank

13. Nature of your account

NATURE OF ACCOUNT YES NO

Savings bank a/c

Fixed deposit a/c

Recurring deposit a/c

Current a/c

14. Experience with your bank:

a)Below 5 years b)5 to 10 years c)11 to 15 years

d)16 to 20 years e) Above 20 years

15. Average amount of bank transactions per month:

NATURE OF ACCOUNT AMOUNT(Rs.)

Savings bank a/c

Recurring deposit a/c

Current a/c

16. State your frequency of transaction in the bank in a month:

a) 1-2 times b) 3-5 times c) 6-8 times d) > 10 times

17. What is your preferred mode of contacting your branch?

a) Telephone/mobile b) Internet

c) Going to branch physically d)ATM

e)others (specify)___________

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18. State the reason for contacting your bank often:

a) Account balance b) Loan enquiry c) Complaints

d) Confirming fund transfers e) Credit card enquiry

f) Other reason (specify)______________

19. In how many banks do you have account?

a) 1 b) 2 c) 3 d) 4 e) >4

20. Services offered by your bank and availed by you

Please Tick [√ ] the appropriate box

SERVICES OFFERED AVAILED

a)Information and customer enquiry

b)ATM withdrawal

c)Cashier withdrawal

d)Credit card

e)Demand draft /Mail transfer

f)Bill of payment

g)loan services

h)complaints desk

i)Internet banking

j)Safety locker system

k)mobile banking

l) various account

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II. OPINION REGARDING SERVICE QUALITY

21. Express your opinion regarding service quality factors based on your experience
with your bank from 1) strongly disagree to 7) strongly agree

Please Tick [√ ] the appropriate box

Factors 1 2 3 4 5 6 7
Safety

Feeling safe in the transaction

Empathy
Bank give individual attention
Convenience operating hours
Customer is made to feel important
Reliability
Keeping records correctly
Performing correct service at first time
Keeping promises
Tangible
Physical facility
Up to date equipment
Up to date communicated material
Access
approachability
Information network
technology
Receptiveness

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22. According to you rank your preference, which service provided by your bank is
best? (please rank)

Factors Rank
a)Information and customer enquiry
b)ATM withdrawal
c)Cashier withdrawal
d)Credit card
e)Demand draft /Mail transfer
f)Bill of payment
g)loan services desk
h)complaints desk
i)Internet banking
j)Safety locker system
k)mobile banking
l) various accounts

23. Opinion about the service charges:

a) Very high b) High c) moderate

d) Low e) very low

24. Rate your opinion about service charges collected by your bank

1) Very high 2) High 3) moderate 4) Low 5) very low

Please Tick [√ ] the appropriate box

Factors 1 2 3 4 5
ATM withdrawal
Credit card
Demand draft/ mail transfer
Bill of payment
loan
Safety locker
Cashier withdrawal
Letter of credit

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25. State the level of satisfaction regarding innovative customer service

Strategies provided by your bank from 1) highly dissatisfied to

7) highly satisfied

Please Tick [√ ] the appropriate box

Factors 1 2 3 4 5 6 7
Single window
24 hrs service
Global banking
Internet banking
Mobile banking
Anywhere banking

26. Indicate whether you agree (or) disagree with the following

Factor Agree Disagree

a)the waiting time for having your questions addressed
was satisfactory
b)your phone calls was quickly transferred to the person
who best could answer your question
c)the automated phone system made the customer
service experience more satisfying

27. In your most reent customer service experience, how did you contact the
representative?

(a) In person b)by telephone c)Internet

d)through a dealer e)others (specify)___________

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III. OPINION REGARDING CUSTOMER SATISFACTION

28. Customer satisfaction: rate the given statements from 1) highly dissatisfied to
7) highly satisfied

Please Tick [√ ] the appropriate box

Item
STATEMENTS 1 2 3 4 5 6 7
no.
1. Checking accounts
2. Credit facilities
3. Fast account/ balance information
4. Investment advisory services
5. Competency ability to explain
service and policies
6. Overdraft facility
7. Implementing new services
8. Attentiveness to one’s bank needs
9. Information technology in bank
10. Reporting of results
11. Prompt collections
12. Confidentiality of information
transfer
13. Trust worthiness
14. Efficiency in handling
transactions
15. transparency
16. Interest rates
17. reliability
18. Internet banking
19. Media exposure
20. Easy to contact

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IV. OPINION REGARDING CUSTOMER LOYALTY

29. Customer loyalty: Rate the given statements from 1) highly dissatisfied to

7) highly satisfied

Item STATEMENTS 1 2 3 4 5 6 7
no.
1 I will go on using the same bank
2 I recommend the same bank to
others
3 My banker is my friend
4 My bank is a leading bank in the
industry
5 My bank has a positive image
6 I trust my bank very much

V. OPINION REGARDING CUSTOMER RETENTION MANAGEMENT

30. State the level of effectiveness of the branch as to customer retention

management from 1.very poor to 7. Excellent

Item
STATEMENTS 1 2 3 4 5 6 7
no.
1 Innovative services
2 Effective complaint management system
3 Customer centric approach
4 Customer segment specific strategies
5 Value added services
6 Empowered employees
7 Individual customer care program
8 Low charge
9 Safety
10 Customer feedback
11 Advanced technology
12 Speed and promptness

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VI. OPINION REGARDING BANK STAFF

31. Whether bank employee gives answer for your question at the counter?

a) Yes b) no

32. Whether bank employee service with smile with you?

a) Yes b) no

33. Are you satisfied with your financial transactions with your bank?

a) Highly satisfied b) satisfied c) uncertain

d) dissatisfied e) highly dissatisfied

34. Whether bank provide separate enquiry counter for customer quires

a) Yes b) no

35. Indicate whether

1. Strongly agree 2.Agree 3.Neutral 4.Disagree 5.Strongly disagree

Factors 1 2 3 4 5
a)the customer service representative
was very courtesies
b)the customer service representative
handled my call quickly
c)the customer service representative
was very knowledgeable

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36. Rate the following quality of bank staffs worked in your bank From 1) highly
dissatisfied to 7) highly satisfied

.Factors 1 2 3 4 5 6 7
a)services offered by employees
b)attendants knowledge on services
c)willingness to listen &assist
d)speed of attending your needs
e)professionalism in handling
transactions
f)effective communication
g)professionalism in dressing
h)courtesy and friendliness
i)availability in the concerned section
j)skill to motivate
k)ability to keep the promise
l)ability to respect sentimental values
m)skill to work under varied situations
n)employees are trustworthy
o)employees understand specific needs
of the customer
p)being sincere in solving problem
q)Employees providing prompt
services to customer
r)Customer problems are immediately
sorted out
s)Technical skill

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 VII. OPINION REGARDING INTERNET BANKING

37. Rank the factors influences you to use the net banking
(please rank)
Factors Rank
Convenience
Security
Secrecy
prestige
accuracy
Speed
Accessibility
timing

38. Opinion about internet services /application

1. Very Low 2. Low 3.Moderately low 4. Neither low nor high
5. Moderately high 6. High 7. Very High
Please Tick [√ ] the appropriate box

Recomme
NATURE
Usage Satisfaction -ndation
OF
SERVICES
Yes No
1 2 3 4 5 6 7 1 2 3 4 5 6 7
ATM

ECS-
Electronic
clearing
system

EFT-
electronic
fund transfer

Enquiry about
banking
services

Credit card

Demand draft
/ mail transfer

Bill of
payment

Demat share

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39. The reason for not using the following web services.

Factors Lack of Lack of Lack of Lack of

information necessity facility opportunity
ATM
ECS- Electronic clearing
system
EFT- electronic fund transfer
Enquiry about banking
services
Credit card
Demand draft / mail transfer
Bill of payment
Demat share

40. Whether your bank provides more conveniently located ATMs?

a) Yes b) no

41. Do you always get prompt service whenever you visit the ATM centre?

a) Always b) often c) sometimes

d) rarely e) never

42. Are you expecting the limit to withdraw money through ATM to be increased?

a) Yes b) no

43. If yes, state your suggestion to increase the withdrawal limit through ATM.

a) up to Rs.40,000 b) up to Rs.60,000

c) up to Rs. 80,000 d) up to Rs.1,00,000

VIII. OPINION REGARDING PROBLEM FACED BY BANK CUSTOMERS

44. The procedure to open an account with the bank was difficult

a) Strongly agree b) agree c) uncertain

d) disagree e) strongly disagree

45. The minimum account limit is not high and easy to maintain

a) Strongly agree b) agree c) uncertain

d) disagree e) strongly disagree

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46. About how long did you have to wait before speaking to a bank staff?

a) You were taken care of immediately b) with in 3 min

c) 3-5 min d) 6-10 min e) more than 10 min

47. About how long did it take to get your problem resolved?

a)Immediate resolution b)Less than a day

c)between 2 and 3 days d)between3 and 5 days

e) more than a week f) the problem is still not resolved

48. How many times did you have to contact customer service to resolve the problem

a) Once b) Twice c) Three times

d) more than three times

49. Rank the problems faced by you in your bank

(please rank)

Factors Rank
Delayed services
High charges
Lack of guidance
Indiscipline staff
Hidden charges
Inadequacy of services
Non-compliance of standing instructions
Failure on commitments
Out- dated technology

50. Describe the number of instances, where bank staff was not helpful in dealing
with a complaint you had, (monthly)

a) 1-3 times b) more than 3 times

51. Mention the name of the bank by providing better services than your present bank,
Will you switch over to other bank?

a) Yes b) No

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52. State the reason for switch over to other bank (if you have the chance to cancel
this bank transaction and switch over to other bank)

a. better services b. Loan facility provide

c. safety d. accessibility e) speed
f. high interest rate g. new technology
53. Rate the problem faced by you in your bank from 1) Strongly disagree to
7)Strongly agree

Please Tick [√ ] the appropriate box

Factors 1 2 3 4 5 6 7
Delayed services
High charges
Lack of guidance
Indiscipline staff
Hidden charges
Inadequacy of services
Non-compliance of standing
instructions
Failure on Commitment
Out- dated technology

54. In future would you like to avail similar service from this bank?

a) Yes b) no
55. Would you recommend this bank to anyone else

a) Yes b) no

56. How likely it that you will recommend your present bank to your friend/
colleague (rate up to 10)

a)1-2 b) 3-4 c) 5-6 d) 7-8 e) 9-10

57. Would you like to suggest any changes/ improvement in services/ feature of your
bank?

____________________________________________________________
____________________________________________________________
______________________________
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