A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE BANKING

SERVICES RENDERED BY SELECTED PUBLIC SECTOR BANKSWITH

SPECIAL REFERENCE TO COIMBATORE CITY.
I. PERSONAL DETAILS.
1.1 Name :
1.2 Gender :
a) Male b) Female
1.3 Age :
a) Below 20yrs b) 21- 30yrs c) 31- 40yrs d) Above 40yrs
1.4 Educational Qualification :
a) Illiterate b) School Level c) College Level d) Professional
e) Others
1.5 Marital Status :
a) Married b) Unmarried
1.6 Occupational Status :
a) Business b) Employed c) Professional d) Others
1.7 Average Monthly Income :
a) Up to 10,000 b) 10,001 to 15,000
c) 15,000 to 20,000 d) Above 20,000
II. CUSTOMER INFORMATION AND AWARNESS.
2.1 In which bank do you have an account?
a) Indian bank b) Indian overseas bank c) Bank of India d) Canara Bank.
2.2 Type of account you maintained in that bank?
a) Current a/c b) Savings a/c c) Demat a/c d) Current and savings a/c e) Both B and C
f) all the a, b, c
2.3 Mention your association period with your bank?
a) Less than 2 years b) 2 - 4 years c) 4 - 6 years d) above 6 years.
2.4 Purpose of opening bank a/c?
a) Personal b) Business c) Industrial d) Others
2.5 Sources of awareness of your bank?
a) Advertisement b) Friends/ Relatives c) Representatives d) Others
2.6 Rank (1, 2, 3) reasons for preferring your bank.

S.NO

REASONS

RANK
a Innovative Products
b Quality and Quick Services
c Reputed Bank
d Customer Care
e Easy Access
f Nominal Service
g Charges
h Necessity
i Technology

2.7 Frequency of transaction in your bank. Mark [Tick]
Type of a/c Daily Weekly Once Once in 15 days As and when
needed
Current a/c
Savings a/c
Demat a/c

2.8 Indicate the online services you are aware of? Mark [Tick]
S.NO SERVICE AWARE
a Bill Payment
b Fund Transfer / Card Card
Fund Transfer

c Share Trading/ Forex rate
enquiry

d Ticket Booking/ Online
Reservation

e Smart Money Orders
f Prepaid Mobile Recharge
g Change password/Pin no
h Cheque status enquiry/Order
cheque book and Request stop

payment of cheque
i View a/c balance statement and
details of loan a/c

jj Online Brokerage/ Online
Shopping


2.9 Do you aware of online investment in E-Banking?
S.No Investments Yes No
a Mutual Funds/
b Initial and Public offers
c Derivatives
d Insurance
e Post saving schemes


2.10 Rank services frequently used by you in online banking.
S.No SERVICE RANK
a Bill Payment
b Fund Transfer
c Share Trading / Forex rate
enquiry

d Ticket Booking/ Online
Reservation

e Smart Money Orders
f Prepaid Mobile Recharge
g Change password/Pin no
h Cheque status enquiry/Order
cheque book and Request stop
payment of cheque

i Card Card Fund Transfer
j View a/c balance statement and
details of loan a/c

k Online Brokerage/
l Online Shopping


III. UTILIZATION OF SERVICES.
3.1 Purpose of using online banking?
a) Online Verification b) Online Transaction service and request c) All the above.
3.2 Which of the following cards do you use?
a) Credit Card b) ATM cum Debit Card c) International Card d) Both A and B e) All the
above
3.3 Do you avail online bill payment facility?
a) Yes b)No
3.4 If yes means online bill payment facility towards?
a) Telephone and EB bill b) Mobile phone post paid bill c) Insurance Premium
d) Credit card dues e) Others. f) All the above
3.5 Do you avail ticket booking facility.
a) Yes b) No
3.6 Yes means ticket booking facility towards?
a) Railways b) Airways c) Both
3.7 Have you activated auto debit systems in online banking?
a) Yes b) No
3.8 If yes means mention the circumstances.
a) Whenever purchase made by using debit card.
b) When the minimum balance of an a/c goes less.
c) Only when instructions given
d) All the above
3.9) Factors influence you to go for online banking.
a) Knowledge of E-Banking
b) Multiple services and offers
c) Business Requirements.
d) Regular share trading
e) Encouragement by others

3.10 Rank the benefits from online banking services.
S.no BENEFITS RANK
a 24*7/365 Service
b Fast Transaction
c Easy access
d Security
e Privacy
f No queuing
g No charges for multiple fund
transfer

h More useful to business
i Transparency in services offered

3.11 Rank the reasons for prefer online banking
S.No REASONS RANK
a 24*7/365 Availability
b Low or no transaction cost
c Self Operation
d Access from anywhere
e Easier way to solve banking
needs.



IV CUSTOMER SATISFACTION
4.1 Level of satisfaction on the following aspects related to online banking
S.No Aspects Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
1. Cost of
operation

2. Customer care
3. Advertisement
4. SMS Alerts
5. Business
permited
through online

6. Access and
Tarrif

7. Time taken for
processing

8. Security
Measures

9. Privacy








4.2 State level of satisfaction with the following main and add on services availed through online
services.
S.No Aspects Highly
Satisfied
Satisfied Neutral Dissatisfied Highly Dissatisfied
1. Bill Payment
2. Fund Transfer
/

3. Share Trading/
4. Forex rate
enquiry

5. Ticket
Booking/
Online
Reservation

6. Smart Money
Orders

7. Prepaid
Mobile
Recharge

8. Change
password/Pin
no

9. Cheque status
enquiry/Order
cheque book
and Request
stop payment
of cheque

10. View a/c
balance
statement and
details of loan
a/c
11. Online
Brokerage/
Shopping


4.3 Problems facing in online banking .Mark [tickz]
S.No PROBLEMS TICK
a Network Systems
b Wrong Entries
c Mail Spoofing
d Web Spoofing
e Lack of confidence
f Fund transfer limit
g Bad customer service
hh Lack of advertising and
promotion activities about e-
banking.


4.4 Will you recommend online banking services of your bank to others?
a) Yes b) No
4.5 Suggestions for improving quality of service of online banking in your bank.