APPENDIX CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING INDUSTRY IN MADURAI CITY. Questionnaire

Transcription

1 8 APPENDIX CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING INDUSTRY IN MADURAI CITY I. PERSONAL DATA 1. Name: 2. Age : Questionnaire a)below 25 b)26 to 35 c)36 to 45 d) 46 to 55 e)above 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:

2 9 11. Banking experience: a) <5years b) 5-10 years c) years d) 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)

3 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 a)information and customer enquiry AVAILED 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

4 11 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 Safety Factors 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

5 According to you rank your preference, which service provided by your bank is best? (please rank) Factors 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 Rank 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 ATM withdrawal Credit card Demand draft/ mail transfer Bill of payment loan Safety locker Cashier withdrawal Letter of credit

6 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 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)

7 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 no. STATEMENTS 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 14

8 15 IV. OPINION REGARDING CUSTOMER LOYALTY 29. Customer loyalty: Rate the given statements from 1) highly dissatisfied to 7) highly satisfied Item STATEMENTS 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 no. STATEMENTS 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

9 16 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 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

10 36. Rate the following quality of bank staffs worked in your bank From 1) highly dissatisfied to 7) highly satisfied.factors 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 17

11 18 VII. OPINION REGARDING INTERNET BANKING 37. Rank the factors influences you to use the net banking (please rank) Convenience Security Secrecy prestige accuracy Speed Accessibility timing Factors 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 Rank NATURE OF SERVICES ATM ECS- Electronic clearing system EFTelectronic fund transfer Enquiry about banking services Credit card Demand draft / mail transfer Bill of payment Demat share Usage Satisfaction Recomme -ndation Yes No

12 The reason for not using the following web services. ATM Factors Lack of information Lack of necessity Lack of facility Lack of opportunity 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

13 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 c)between 2 and 3 days b)less than a day 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 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 Rank 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

14 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 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) Would you like to suggest any changes/ improvement in services/ feature of your bank? ****