QUESTIONAIRE ON BANKING SERVICES USABILITY AMONG DIFFERENT

DEMOGRAPHICS

Personal information

Age – Marital status –

Date of Birth Sex -

Income ( per annum) category/class

A. 50,000-100,000 A. student
B. 100,000-200,000 B.salaried
C. 200,000-500,000 C. business man
D .500,000-10,00,000 D. trader
E. 10,00,000-ABOVE E. government employee
F.Private employee
G. Property dealer
H.farmer

Questions on spending trend?

(Tick two answers against each item, below is connotation)

How much will you spend? When will you spend?

1000-5000………A daily…………………….F
5000-10000……..B
10000-20000……C
20000-50000…....D Weekly…………………I
100000 above …..E monthly………………..J
Rarely…………………K
Never………………….L

1. Life insurance policy.

2. Health insurance.

3. Vehicle insurance.

4. Home loan

5. Personnel loan

6. car loan

7. Education loan. (India or abroad)

8. Credit card.

9. Demat / broking services

10. mutual fund service

11. Hedge fund management

12. equity management

13. mortgage / property management

14. Tax return

15. E-billing
16.E- commerce

17.Mobile trading

18. underwriting / letter of credit

Questions on Usage of banking services

Connotations are below

Yes…………Y

No…………..N

19. Are you a frequent user of ATM card for internet shopping purpose as well?

20. Do you possess current account?

21. DO you use your bank’s online trading service for trading in stock market ?

22. do you use internet banking or mobile banking service for shopping or other
payments?

23 Do you frequently use your ATM card for shopping in super market.?

Questions on grievances, complaints and suggestions

Connotations

For yes - Y

For yes - N
For no answer leave blank

24. Are you satisfied with the services of the bank?

25. Does it take more than enough to get your services done?

26. Is it sometimes frustrating to wait for your bank service get done?

27. Is more than enough of you precious working time is wasted in banks?

28. Do you think that over tension creates confrontation with employees of the bank?

29. Is long queue problem most critical problem in banks?

30. Do you think that “ATMs unable to dispose cash” problem makes you helpless
sometimes?

Questions about future prospects and technologies

Connotations

For yes - Y

For yes - N

For no answer leave blank

31 .Would you like more technological infusion into the banking system or
existing system is enough.
32.Will you like to use ATMs for more functions such as demand draft and FDR.

33. Would you like to use internet banking for more functions such as scheduling,
appointment and other prior orders?

34. Will you like internet, mobile or ATM based home delivery of financial
instruments without even coming to bank.

35. Will you like the idea of offline ATMs to facilitate 24/7 service?

36. Will you like bank employees come to your home on demand to open account
instead of you coming to bank.

37. Will you want the loan repayment system to be technically revolutionaries as
It is a tedious process.

38. Will you like to cancel your Demand draft and other documents with just a
mouse click from your home?