Fw: Customer Satisfaction in Banks

[Gokul Guruprasad]

Regards,

Gokul Guruprasad
Sent from my BlackBerry

From: par...@gmail.com Sent: Saturday 1 March 2014 3:27 PM To: gokul.gu...@gmail.com Subject: Customer Satisfaction in Banks

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Customer Satisfaction in Banks

Please read the questions carefully and consider your answers. Please give your honest opinion.

Comment box * Please make any specific comments in the box below. If you have a comment to make on a particular subject do so in this box. Please give at least 2 WWW and 1 EBI

Name (Mr. / Ms.)

Age *

• 20-30
• 31-40
• 41-50
• 51 to 60
• 61 and above

Sex *

• Male
• Female

Occupation *

• Student
• Government Service
• Private Service
• Self Employed
• Housewife
• Retired

You have a Savings bank account with *

• Nationalized Bank
• Private Bank
• Foreign Bank

Do you use Computer and Internet? *

• Yes
• No

Do you have an e-mail account? *

• Yes
• No

Where would you rate yourself in terms of expertise on using Computer and Internet? *

		Am an expert	Use for my professional work	Am Conversant with usage	Somewhat Use	Cannot use

Have you heard of “On-line Banking”? *

• Yes
• No

Does your bank offer you On-line Banking? *

• Yes
• No

Do you use On-line Banking? *

• Yes
• No

Given a choice between traditional manual banking and On-line Banking, what would you prefer? *

• Traditional manual Banking
• On-line Banking

In the case of traditional manual banking, what are the typical transactions you do at the branch *

		Never	Not always	Once in a while	Sometimes	Mostly
Savings Bank Account
Fixed Deposits
Current Account
International Currency Cards
Foreign Exchange
Insurance
Mutual Funds
Money Transfer

In the case of traditional manual banking, Give your opinion to following questions by choosing the appropriate option *

		Strongly Disagree	Somewhat Disagree	Neither Agree nor Disagree	Somewhat Agree	Strongly Agree
Traditional banking requires my physical presence at the Branch
Traditional banking is very time consuming and inconvenient
Overall efficiency of this form of banking is less
Response time in this mode of banking is poor
For even the simplest of information, one is required to go to the branch
Security is also an issue in manual banking

In the case of traditional manual banking, Give your opinion to following questions by choosing the appropriate option *

		Strongly Disagree	Somewhat Disagree	Neither Agree nor Disagree	Somewhat Agree	Strongly Agree
Query resolution and handling may not be good
The availability, quality and effectiveness of information may not be good
The staff may not be oriented towards providing service
In Verbal Communication, language may be a barrier
Customization to suit customer’s needs may not be possible in this form of Banking
Get various offers and schemes Irregularly
Overall Satisfaction with manual banking may not be high

In the case of On-line banking, what are the typical transactions you do *

		Never	Not always	Once in a while	Sometimes	Mostly
Savings Bank Account
Fixed Deposits
Current Account
International Currency Cards
Foreign Exchange
Insurance
Mutual Funds
Money Transfer

In the case of On-line banking, Give your opinion to following questions by choosing the appropriate option *

		Strongly Disagree	Somewhat Disagree	Neither Agree nor Disagree	Somewhat Agree	Strongly Agree
On-line banking does not require my physical presence at the Branch
On-line banking Saves time and is convenient
Overall efficiency of this form of banking is high
Response time in this mode of banking is very good
Almost all information I require is available on-line
I find On-line banking is quite secure

In the case of On-line banking, Give your opinion to following questions by choosing the appropriate option *

		Strongly Disagree	Somewhat Disagree	Neither Agree nor Disagree	Somewhat Agree	Strongly Agree
Query resolution and handling in On-line banking is quite good as all information is available online
The availability, quality and effectiveness of information is quite good
Service orientation is taken care by the user friendly screen in On-line banking
In On-line banking, language is not a barrier as it is user friendly
Customization to suit customer’s needs may be possible in this form of Banking
I also get various offers and schemes periodically
Overall experience of Online banking is good
I am quite satisfied with On-line banking

Do you think Information Technology can be an effective medium for marketing Bank’s products and services? *

• Yes
• No

Give your ratings to following questions regarding benefits of Information Technology in Banking services *

		Strongly Disagree	Somewhat Disagree	Neither Agree nor Disagree	Somewhat Agree	Strongly Agree
IT has made Banking services more efficient
IT has improved the response time of Banks
IT has considerably improved the speed of operations
IT has made Capturing, Storing, retrieving and distributing information to Customers simpler for Banks
IT has enabled banks to widely market their products and services to their customers
IT is actually a good Marketing tool for Banks
IT has also made it possible for Banks to customize their products and services to specific needs of customers
IT has simplified communication between Bank and its customers
IT has also attracted youth to the Bank
IT has improved the overall quality of transactions
IT has improved the overall Experience of Banking
IT has improved overall Customer Satisfaction
IT solutions are quite secure
I am quite satisfied with my Bank

Have you ever faced any major problem in doing transactions through On-line banking? *

• Yes
• No

If your answer to the above question is Yes, then what was the type of the problem you faced? *

• Delayed response from website
• Transaction getting stuck midway
• Delayed or not getting SMS confirmation of the transaction
• Fraudulent Transactions

In case of any problems faced in doing on-line transactions, did your bank respond promptly to resolve the problem? *

• Yes
• No

Overall, are you satisfied with your bank? *

• Yes
• No

If Yes, will you recommend the bank to others? *

• Yes
• No

Do you have any major areas of concern pertaining to your bank? *

• Yes
• No

If Yes, which of the following is your prime area of concern *

• Security
• Customer Service
• Products and Offerings

In your view, what are the areas of improvement for the bank? *

		Strongly Disagree	Somewhat Disagree	Neither Agree nor Disagree	Somewhat Agree	Strongly Agree
Service Orientation
Quality and effectiveness of information available
Products & Offerings
More friendly On-line banking Website
Security in On-line Banking

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