Questionnaire - Revised

A Study on the Performance of the Selected Indian Banks
QUESTIONNAIRE FOR PERSONAL INTERVIEW

(Here performance is measured in terms of satisfaction the customers have towards the services
the banks provide to the customers and the feedback the customers give with respect to the
bank they transact. This addresses the 3rd and 5th objectives.)
NAME (Do not ask, as we know the respondent’s name before)

Gender (do not ask and note down after the interview is over)
AGE GROUP:
 20-25
 25-30
 30-35
 40 and above
Educational qualification:
NAME OF THE BANK YOU DO TRANSACTION WITH:
1) STATUS
i) Individual
ii) Firm
iii) Company
iv) Others (specify)
2) How often will you be doing a banking transaction?
3) Specific reason for preferring the bank.
4) How do you rate your bank as compared to other banks (on a scale on 1 to 10)?
5) What are the services you normally look for from your bank?
6) Are you satisfied with the services being provided by your bank? If yes, which service of your
bank you liked the most.
7) What are the reasons for your continued business with the bank?
8) Which time do you prefer for banking business hours? Why?
9) Do you prefer banks with air conditioners?
i) Yes
ii) No
10) Do you prefer higher interest rates or higher safety before opening an account in the bank?
11) According to you which type of bank is safe, Private or Public? Any specific reason?
12) Are you happy with the infrastructure being provided by the banks to transact?
13) How is the staff behaviour for your queries with respect to bank?
14) Do your bank’s staff take personal interest in solving your problems? Can you share your
experience with the staff?
15) Do you think good co-ordination among staff helps to get your work done faster? If yes, why?
16) Whether do you want your bank to conduct customers’ meet regularly? If yes, any specific reason
and what suggestions you give to the bank?
17) How do you know about the new policies, schemes or offers and services offered by your bank?
(through manager, staffs, advertisements etc.) Which means according to you is the best preferred
means? Why?
18) Have you ever given any instruction to your bank and what are the instructions? If yes, are these
instructions properly executed?
19) Did you feel any difficulty in opening the account at the bank? What process you suggest the
banks should follow to open a bank account for the new customers?
20) Whether your passbook is maintained properly? If yes, do you clearly understand the entries made
in your passbook? Are you happy with the process of printing the passbook and what changes you
suggest?
21) Are you a borrower with the bank? If yes, what are the facilities do you currently enjoy with this
bank? Are you happy with the process and what changes you suggest?
22) Did you find any information or detail asked by your bank for sanctioning the credit or processing
your loan application unnecessary or not available or too confidential? What changes you suggest
and how do you want the process to be?
23) Does the bank follow consistent policy on levying service charges on your account? Do you
consider the charges levied by the bank is reasonable for what it is providing?
24) Is there any ATM facility by the branch? If yes, are you satisfied with the working of ATM?
25) If there is any problem with the ATM then what is it?
26) Do you make use of e-banking or your bank’s mobile application? If yes, for what purposes?
27) Are you satisfied with the safety standards of your bank with respect to its e-banking?
28) During last 12 months did you have any complaint to the bank staffs on any matter? If yes, then
what was the nature of complaint?
29) Are there any suggestions you want to give to your bank to improve in terms of service they are
providing?
30) Did you visit the bank during COVID-19? If yes, what changes you have observed in the bank?
31) Are you happy with the measures taken by the bank to protect the interests of the custoemers
during COVID-19?
32) Do you expect a certain level of service from your bank during COVID-19 emergency situation?
If yes, what are those services you expect?
33) What changes do you want to see in the services provided post COVID-19 situation?
34) Overall, how do you rate your bank in terms of service they are providing? (scale of 1 to 10)
QUESTIONNAIRE ON SATISFACTION LEVEL OF SERVICES
Rate the below based on your satisfaction level with the services provided by your bank. ( 1
being low and 5 being superior)
1) Quality of customer service.
2) Is the space available at the bank for customers is sufficient for transactions with reasonable
comfort?
3) Bank offers and schemes.
4) Process of obtaining the KYC details.
5) Sufficient staff.
6) Availability of ATMs.
7) Availability of branches.
8) Convenience in opening accounts.
9) Availability of counters for doing business conveniently.
10) Furniture for seating facility and writing.
11) Availability of fan and drinking water facility.
12) Availability of parking space.
13) Adequate number of staffs at the bank to meet your requirements.
14) Location and accessibility of the bank.
15) Cleanliness and upkeep of bank premises.
16) Courteous staff behaviour.
17) Prompt service by staff at counters.
18) Displaying board at counters indicating the type of transaction that particular counter does.
19) Prominent display of time norms required for particular transaction.
20) Availability of manager and accessibility to redress grievances if any and to solve problems.
21) Convenient E-banking and mobile application facilities by the bank.
22) Convenience in the availability of loans.
23) Providing customer education on frauds.
24) Currency exchange facilities.
25) Process of issuing the debit and credit cards.

26) Time taken to process the loans.
27) Measures taken by bank during COVID-19.
28) Any other services that you feel needs major improvement during COVID-19 and after
COVID-19?
Thank you

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A Study on the Performance of the Selected Indian Banks

QUESTIONNAIRE FOR PERSONAL INTERVIEW

NAME (Do not ask, as we know the respondent’s name before)

3) Bank offers and schemes.

4) Process of obtaining the KYC details.

8) Convenience in opening accounts.

9) Availability of counters for doing business conveniently.

10) Furniture for seating facility and writing.

11) Availability of fan and drinking water facility.

12) Availability of parking space.

13) Adequate number of staffs at the bank to meet your requirements.

14) Location and accessibility of the bank.

15) Cleanliness and upkeep of bank premises.

16) Courteous staff behaviour.

17) Prompt service by staff at counters.

19) Prominent display of time norms required for particular transaction.

21) Convenient E-banking and mobile application facilities by the bank.

22) Convenience in the availability of loans.

23) Providing customer education on frauds.

24) Currency exchange facilities.

25) Process of issuing the debit and credit cards.

27) Measures taken by bank during COVID-19.

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