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A STUDY ON ONLINE BANKING SERVICE OF SBI CUSTOMERS IN

COIMBATORE CITY
QUESTIONNAIRE

1. Name of the respondent :


2. Age of the respondent:
3. Gender:

Male

4. Marital status:
(a) Single
(b) Married
5. Occupation :
(a) self employed
(b) salaried
(c) student
6. Educational status:
(a) school
(b) ug
(c) pg
(d) Professional
7. Family annual income
(a)
(b)
(c)
(d)

below 150000
150000-250000
250000-350000
above 350000

8. Do you have bank account?


(a) Yes
(b) No

9. What type of SBI account do you have?


(a)
(b)
(c)
(d)

Saving
Current
recurring
fixed

Female

10. Do you have a SBI account?


(a) Yes
(b) No
11. How do you know about online banking in SBI?
(a)
(b)
(c)
(d)

Family & friends


advertisement
banker
other

12. What purpose do you use online banking in SBI?


(a) For payment
(b) For transactions
13. How are you benefited by using SBIs online banking service? Please select
all that apply.
(a)
(b)
(c)
(d)

Convenience
To save time
e24 hour access to accounts
easy transactions

14. What would encourage you to use more the online banking services?
(Several answers possible)
(a)
(b)
(c)
(d)
(e)
(f)

Rewards (discounted fees for certain services)


Simpler/clearer service
Higher security
Phone aid when setting up
Free transactions
Nothing else, I already often use online banking services

15. How often do you use SBI online services?


(a)
(b)
(c)
(d)
(e)

Daily
Weekly
Monthly
yearly
Never

16. If never, Why have you never used online banking services?
(Several answers possible)

(a)
(b)
(c)
(d)
(e)

Do not have Internet at home


Dont trust internet services when it comes to managing my money
Online services dont enable me to do what I want to do
I prefer to have personal human relation Find the process to difficult
Other, please specify:

17. What online banking operations do you use the most?


(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
(i)
(j)
(k)
(l)

Telephone banking Online banking


Other (mail, ATM, etc.)
Pay bills
Consult balance/bank statements
Open an account
Bank transfer
Investments
Savings
Insurance
Loans and Mortgages
To Contact your bank advisor.
Visiting a branch

18. Do you trust banks that only operate online?


(a)
(b)
(c)
(d)

Completely
Somewhat
Dubious
Not at all.

19. Do you trust the security of online banking services?


(a)
(b)
(c)
(d)

Completely
Somewhat
Dubious
Not at all.

20. Do you think that human contact is important for banking relation?
(a) Yes
(b) No
21. What is the main difficulty do you face while using SBI online banking?
(a) Overall difficulty of using online banking system
(b) Lack of assistance
(c) Security concerns

(d)
(e)
(f)
(g)
(h)

Limited service (doesnt enable all banking operations)


Impersonality of the service Dependence on internet service
Unreliable
No difficulties
i cant access the correct website

22. What are the problems faced by a person while visiting a bank branch?
(a)
(b)
(c)
(d)
(e)

Distance (proximity problem)


Opening times
waiting
Quality of services
No Disadvantages

23. Please rate the following online features


Excellent
A.
B.
C.
D.
E.
F.
G.
H.

Good

Neutral

Poor

N/A

Bill payment
E-alerts
Wire Transfer
Stop Payment
Balance Inquiry
Check Image Retrieval
Ordering Cash
Retrieving Bank Statement

24. What type of device do you use for online banking?


(a) Pc
(b) Mobile
(c) Tablet
(d) Laptop
25. Do you still visit branches since you started using your online banking?
(a) Yes
(b) No
26. Overall, how satisfied are you with your online banking service?
(a)
(b)
(c)
(d)
(e)

Very Satisfied
Satisfied
Neutral
Unsatisfied
Very Unsatisfied

27. What do you feel about overall service quality of your bank?
(a) Excellent

(b)
(c)
(d)
(e)

very good
good
average
poor