Questionnaire For Bank (PNB)
Questionnaire For Bank (PNB)
Questionnaire For Bank (PNB)
QUESTIONNAIRE
(CUSTOMERS)
QUESTIONNAIRE - CUSTOMERS
Name
Gender
Male Female
Age:
Less than 20 years 20 - 30 years 30 - 40 years
40 - 50 years 50 - 60 years 60 years & above
Qualification:
Under Graduation Graduation Post Graduation
Professional Qualification Any Other__________
i
Occupation:
Business Service Agriculture
Housewife Student Any Other________
PART - II
Which type of bank account do you have? (You can select more than one option, if applicable)
Savings Account Current Account Fixed Deposit Account
Recurring Deposit Account Cash Credit/ Overdraft
In which of the following banks, do you own a bank account? (You can select more than one
option, if applicable)
State Bank of India & its Associates Punjab National Bank
ICICI Bank HDFC Bank
In case you have an account in more than one bank, then kindly select ONE BANK out of the
following banks, with which you are most associated with and / or transact quite frequently,
and answer the questions that follow on the basis of this choice of bank.
State Bank of India & its Associates Punjab National Bank
ICICI Bank HDFC Bank
Please state the purpose of your dealing with the bank: (You can select more than one option,
if applicable)
Small Savings Fixed Deposit Business Purpose
Loans Salary Lockers Facility
Any Other______________________________
Are you always satisfied with the services provided by your bank?
Always Often Sometimes Rarely Never
ii
Who influenced you the most to deal with this bank?
Own Decision Friend Family Member Business Partner
Advertisement Employer Banks Marketing Executive
Any other________________________________
Which of the following services offered by the bank, are you using? (You can select more than
one option, if applicable)
Internet Banking ATM Service Phone Banking
Mobile Banking Demat Services Third Party Transfer
Locker Facility All the Above
Any other, Pls specify___________________________________________
iii
I always share new services with my
friends and relatives offered by the bank.
I am really closer to some of the employees
than to bank itself.
I am treated with respect by the bank staff.
iv
My bank does not provide facility of a locker
on concessional rate.
My bank does not provide facility of a locker
on concessional rate.
My bank does not provide me overdraft
facility with savings/current account.
My bank does not update itself with the
changing environment.
My bank helps me to sort out any problem in
doing Phone Banking.
My bank helps me to sort out any problem in
doing with Internet Banking.
My bank keeps on providing information
about its new schemes regularly.
My bank offers greater deposit rate than
normal.
My bank offers zero (0) balance facility to
my family members accounts.
My bank provides all information regarding
terms & conditions about the product before
delivering.
My bank provides cash deposit or withdrawal
facility from home/work place.
My bank provides cheque collection facility
from home/work place.
My bank provides free credit card with
savings bank accounts.
My bank provides free demand draft on
savings bank Account.
My bank wishes me on various occasions.
v
Would you like to avail the following value added features in future? (You can select more
than on option, if applicable)
Internet Banking Mobile Banking Phone Banking
Demat Services Third Party Transfer Credit Card Facility
Cheque/Cash collection from home/work All the Above
Any Other, Please specify
Public Sector Banks Vs Private Sector Banks (Please select the appropriate option)
vi
ANNEXTURE II
QUESTIONNAIRE
(MANAGERS)
QUESTIONNAIRE - MANAGERS
Dear Sir/Madam, You are invited to participate in survey of Relationship Marketing Strategies
of selected Banks in India. Your participation in this study is completely voluntary. There are
no foreseeable risks associated with this project. However, if you feel uncomfortable answering
any questions, you can withdraw from the survey at any point. It is very important for us to
learn your opinions. Your survey responses will be strictly confidential and used for academic
purposes only. If you have questions at any time about the survey or the procedures, you may
contact Parneet Singh Bhasin at 09814523928 or by email at [email protected].
Thank you very much for your time and support.
Gender:
Male Female
Age: ______________
Designation:
Work Experience:
Less Than 5 Yeas 5-10 Years 10 15 Years
More than 15 Years
vii
Qualification:
How do your subordinates react when a new services is introduced by your bank?
Very interested in the new service.
Somewhat interested in the new service.
Neither interested nor disinterested in the service.
Disinterested in the service.
Highly disinterested in the service.
viii
Decor/layout of the bank is up to the mark.
Does your bank organize any seminar/customer
meet?
Bank does not cares for its existing customers.
Bank provides higher rates of interest than its
competitors.
Bank offers free credit card with Savings/Current
Accounts.
Bank provides free Demat account with various
other accounts.
Bank provides locker facility on discounted rates to
its existing customers.
Bank wishes his customers on different occasions?
Does your bank offers Zero (0) balance facility on
Customers family accounts?
Does your bank offer flexible timing/convenient
banking hours to the customers.
Bank does not provide overdraft facility to its
existing customers?
Is your bank providing cheque collection facility
from customers place of residence/work?
Is your bank providing the facility of cash deposit or
withdrawal from customers place of
residence/work?
Bank provides proper sitting arrangement to its
customers.
It is easy to retain customers for longer period of
time by providing more discounts on services.
Are some of the employees maintaining personal
relations with customers to deliver their
products/services?
Do you listen to the complaints of your customers?
Is your bank maintaining any priority list of its
customers?
Do your customers feel that their bank really cares
about them?
ix
Does your bank bother about customer satisfaction?
Service counters are well labelled by bank.
Are your employees treating their customers with
empathy?
Does your bank help the customers to work with
Technology driven Banking?
x
its customers.
Relationship Managers make an effort to
build long-term relations with the
customers.
Complaint management procedure helps to
build long-term relations with the
customers.
My bank planning to establish customer
redressal cell.
xi