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Final For Alternate Channels

This document contains a questionnaire to gather information about a customer's usage and perception of a bank's alternate banking channels. The 16-question survey asks about the customer's demographics, how long they have been a customer, which channels they use, their satisfaction levels with various factors of those channels, what influenced their choice to bank with this institution, how often they experience service failures and how those are resolved, if they would recommend the bank to others, which channel they prefer and use most often, and reasons for choosing that channel. The questionnaire aims to help the bank better serve customers by understanding customers' experiences with and perspectives on digital and non-branch banking options.

Uploaded by

Mahesh Satapathy
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
145 views

Final For Alternate Channels

This document contains a questionnaire to gather information about a customer's usage and perception of a bank's alternate banking channels. The 16-question survey asks about the customer's demographics, how long they have been a customer, which channels they use, their satisfaction levels with various factors of those channels, what influenced their choice to bank with this institution, how often they experience service failures and how those are resolved, if they would recommend the bank to others, which channel they prefer and use most often, and reasons for choosing that channel. The questionnaire aims to help the bank better serve customers by understanding customers' experiences with and perspectives on digital and non-branch banking options.

Uploaded by

Mahesh Satapathy
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Questionnaire for usage of alternate channels

This questionnaire is administered only to seek information regarding your perception about the banks services. No part of this would be published in any forum. It is very confidential and only for project purpose. Kindly be free to answer few questions below.

Help us to serve you better Name: - Cell no-.. Account no. Sex: - (a) Male (b) Female Age: - (a) 20 to 30 (b) 30 to 40 (c) 40 to 50 (d) Above 50 Occupation (a) Business

(b) Housewife (c) Professional

(d) Student

(d) Employee

(e) Others. Educational Qualification (a) High School (d)Others Income (per month) (a) Less than Rs.10, 000/(d) Above Rs. 50, 000/ Q1 How long have you been using SBI Banking Service? (a) 0-6 month (b) 6month-1 year (c) 1-2year (d) More than 2 year (b) Graduation (c) Post graduation

(b) Rs. 10,000-20,000/

(c) Rs. 20,000/- to 50,000/

Q2 Are you aware of the alternate channels of SBI? a) Yes b) no c) may be

Q3 Which one among the following do you use often? (a) ATM (b) Credit card (c) Internet banking or corporate banking (d) Green channel counter (e) cash deposit machines (f) Pass book update machines (g) Point of sales

Q4 How far do you think these channels have matched your expectation? a) Completely b) partially c) average d) below average e) didnt fulfill Q5 Please rates your satisfaction for the following? factors User friendly Low commission charge Reliability Low error High speed functioning Less interest 1 2 3 4 5

Q6 Who influenced you to bank with SBI? (a) Family Member (b) Friends (c) Advertisement (d) Others.

Q7 How do you rate SBI over others? (a)very good (b) good (c) average

(d) bad

(e) worst

Q8 What influenced you to go for SBI Banking. ( Can answer more than one) (a) Safety and security (b) convenience (c) certainty in return (d) others_______

Q9 How often have you faced any kind of service failure? (a)Very Often b) often c) rarely d) very rarely e) never

Q10 Are you aware of the using toll free numbers for customer service? (a) Yes b) no c) may be

Q11 Had it been resolved quickly? a) Yes b) no c) may be

Q12 Will you recommend your peers to go for this bank? a) Yes b) no c) may be

Q13 Which of the these suits you the most? (a) ATM (b) Credit card (c) Internet banking or corporate banking (d) Green channel counter (e) cash deposit machines (f) Pass book update machines (g) Point of sales

Q14 What in the above you like the most? (a) Regular sms alerts (b) up to date transaction statement (c) Less commission (d) High speed access (e) Error free transaction (f) Others_______________

Q15 Which one of the following you use for your banking transaction? (a) Alternate channels (b) Bank premise (c) both

Q16 What are the reasons behind choosing above option? (a) High speed access (b) Convenience (c) Tangibility factor (d) Technically Ignorant (e) others Please specify___________________

Any suggestions you have are welcomed

....Thank You..

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