Chapter 8 Appendix A-Questionnaire
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1 Chapter 8 Annexures
2 Chapter 8 Appendix A-Questionnaire
3 Survey for Role of Technology in Financial Services of Commercial Banks in India Dear Respondent, I am doing my research on the above mentioned topic. I have registered for PhD. I request you to fill this form which will be very valuable data for my research work. The technology services provided by the bank are categorized A, B, C and D. Category A are more frequently used services, Category B are on demand advance services, Category C are on demand or Specialized Services and Category D are Additional Services. * Required Name of the Bank * Name of the Respondent * Designation * Bank Type * Nationalized Private Cooperative Foreign 194
4 Questions for Category A Services Category A most frequently used services. Q.1.Which of the following services are offered by the bank (Category A) * ATM Debit Card ATM cum Debit Card Credit Card Q.1.1.How many Customers use the ATM Facility? Q.1.2What is the Average Monthly frequency of using the ATM Service by the Customer? (Considering that in a day the ATM facility can be used for max 3 times) Q.1.3.How Many Customers use Debit Card Facility? Q.1.4.What is the Average Monthly frequency of using the Debit Card Facility by the Customer? Q.1.5.How Many Customers use ATM cum Debit Card Facility? Q.1.6.What is the Average Monthly frequency of using the ATM cum Debit Card Facility by the Customer? Q.1.7.How Many Customers use Credit Card Facility? 195
5 Q.1.8What is the average monthly frequency of using Credit Card Facility by the Customer? Q.1.9.Rate the Benefits for the Bank from Category A Services Q.1.9.a.Convenience Poor Satisfactory Good Very Good Excellent Q.1.9.b.Efficiency Q.1.9.c.Consistency Q.1.9.d.Reliability Q.1.9.e.Security Q.1.9.f.Reduced Cost of Operation Q.1.9.g.Governance Q.1.9.h.Employee Productivity Q.1.9.i.Contribution to Globalization 196
6 Questions for Category B Services Category B services are on demand advance services that a Customer can use as per their requirement. Q.2.Which of the following services are offered by the Bank? Internet Banking Electronic Funds Transfer Electronic Clearance System Electronic Bill Payments Q.2.1.How Many Customers use Internet Baking Facility? Q.2.2.What is the Average Monthly frequency of using Internet Baking Facility by the customer? Q.2.3.How Many Customers use Electronic Funds Transfer Facility? Q.2.4.What is the Average Monthly frequency of using Electronic Funds Transfer Facility by the Customer? Q.2.5.How many customers use Electronic Clearance System Facility? Q.2.6.What is the Average Monthly Frequency of using Electronic Clearance System Facility? Q.2.7.How Many Customers use Electronic Bill Payment Facility? 197
7 Q.2.8.What is the Average Monthly Frequency of using Electronic Bill Payment Facility by the Customer? Q.2.9.Rate the benefits for the Bank from Category B Services Q.2.9.a.Convenience Q.2.9.b.Efficiency Q.2.9.c.Consistency Q.2.9.d.Reliability Q.2.9.e.Security Q.2.9.f.Reduced Cost of Operations Q.2.9.g.Governance Q.2.9.h.Employee Productivity Q.2.9.i.Contribution to Globalization Poor Satisfactory Good Very Good Excellent 198
8 Questions for Category C Services Category C services are on demand specialized services that a Customer can use as per their requirement. Q.3.Which of the following services are offered by the bank? (Category C) Phone Banking or Mobile Banking Core Banking Wealth Management Real Time Gross Settlement Q.3.1.How any Customers use Phone or Mobile Banking Facility? Q.3.2.What is the Average Monthly frequency of using Phone or Mobile Banking Facility by the Customer? Q.3.3.How Many Customers use Core Banking Facility? Q.3.4.What is the Average Monthly frequency of using Core Banking Facility by the Customer? Q.3.5.How many Customers use Wealth Management Facility? Q.3.6.What is the Average Monthly Frequency of using Wealth Management Facility by the Customer? 199
9 Q.3.7.How many Customers use Real Time Gross Settlement Facility? Q.3.8.What is the Average Monthly Frequency of using Real Time Gross Settlement Facility by the Customer? Q.3.9.Rate the benefits for the Bank form Category C Services Q.3.9.a.Convenience Poor Satisfactory Good Very Good Excellent Q.3.9.b.Efficiency Q.3.9.c.Consistency Q.3.9.d.Reliability Q.3.9.e.Security q.3.9.f.reduced Cost of Operations Q.3.9.g.Governance Q.3.9.h.Employee Productivity Q.3.9.i.Contribution to Globalization 200
10 Questions for Category D Services Category C services are Additional services that a Customer can use as per their requirement. Q.4.Which of the Following Services are provided by the Bank? (Category D) DEMAT Services Trading Account Forex Services Multi-City Pay at Par cheque facility Q.4.1.How Many Customers use DEMAT Services? Q.4.2.What is the Average Monthly Frequency of using DEMAT Services by the Customer? Q.4.3.How Many Customers have a Trading Account? Q.4.4.What is the average frequency of using Trading Account facility by the Customer? Q.4.5.How many Customers use Forex Services? Q.4.6.What is the Average Monthly Frequency of using Forex Services by the Customer? 201
11 Q.4.7.How many Customers use Multi-City pay at par Cheque Facility? Q.4.8.What is the Average Monthly Frequency of using Multi-City pay at par Cheque Facility by the Customer? Q.4.9.Rate the benefits for the Bank from Category D Services Q.4.9.a.Convenience Poor Satisfactory Good Very Good Excellent Q.4.9.b.Efficiency Q.4.9.c.Consistency Q.4.9.d.Reliability Q.4.9.e.Security Q.4.9.f.Reduced Cost of Operations Q.4.9.g.Governance Q.4.9.hEmployee Productivity Q.4.9.i.Contribution to Globalization 202
12 Q.5.Due to Availability of Technology, Has the bank started any other technology oriented service which is not mentioned above? Submit Powered by Google Docs Report Abuse - Terms of Service - Additional Terms 203
13 Chapter 8 Appendix B-Pictures/Images
14 Online Payments (Cards) ATM machines 204
15 Credit Card/Debit Card Scanning Device used on Petrol Pumps and Shopping Malls E-commerce Payment Process 205
16 Credit Card/Debit Card Scanning Device used on Petrol Pumps and Shopping Malls Credit Card/Debit Card Scanning Device used with mobile devices. 206
17 Credit Card/Debit Card Scanning Device used with mobile devices. Credit Card/Debit Card Scanning Device used with tablets 207
18 Portable Credit Card/Debit Card Scanning Device used with mobile devices. Keyboard with a Smart Card Reader 208
19 Internet Banking Credit Cards 209
20 ATM Cum Debit Card ATM Card 210
21 Electronic Cheque E-Ticketing 211
22 Electronic Wallet E-Shopping 212
23 Chapter 8 Appendix C-Abbreviations
24 AMC ATM BANCS BCM BCs BI BIA BPR BPSS CA CBS CFMS CIOs CoE CRM CTS DBIE DEMAT DNS DSS ECS EDI EFT EFTPOS EKP ETL FINO IBA ICT Abbreviations Annual Maintenance Contract Automated Teller Machine Banks ATM Network and Customer Services Business Continuity Management Banking Correspondents Business Intelligence Business Impact Analysis Business Process Re-engineering Board for Regulation and Supervision of Payment and Settlement Systems Certifying Authority Core Banking Solutions centralized funds management system Chief Information Officers Centre of Excellence Customer Relationship Management Cheque Truncation System Data Base on Indian Economy De-Materialized account Deferred Net Settlement Decision Support Systems Electronic Clearing Service Electronic Data Interchange Electronic Funds Transfer Electronic Funds Transfer Point of Sale Terminal Enterprise Knowledge Portal Extract, Transform and Load Financial Inclusion Network & Operations Ltd Indian Banks' Association Information and Communication Technology 213
25 IDRBT IFSC INFINET IS IT IVRS KYC MICR MIS NECS NEFT NEFT-X NFS PAN PCI DSS PDA PIN POS PSU RBI RECS RTGS SEFT SFMS SIPS SLAs SMS SWIFT WMS Institute for Development & Research in Banking Technology Indian Financial System Code Indian Financial Network Information Security Information Technology Interactive Voice Response System Know your customer Magnetic ink character recognition Management Information System National Electronic Clearing Service National electronic fund transfer National EFT (Extended) National Financial Switch Permanent Account Number Payment Card Industry data Security Standard Personal Digital Assistant Personal Identification Number Point of Sale Public Sector Undertaking Reserve Bank of India Regional Electronic Clearing Service Real Time Gross Settlement Special Electronic Funds Transfer Structured Financial Messaging System Systemically Important Payment Systems Service Level Agreements Short Message Service Society for Worldwide Interbank Financial Telecommunication Workflow Management Systems 214
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