occupation 113 62 18 7 200 income Less then 10000 30000 to 50000 10000 to 30000 More than 50000 job

business student other

56.5 31 9 3.5 100

120

42 21 106 53 100 30 15 22 11 80 200 100 3 In which bank do you have an account? 60 S.B.I 57 28.5 B.O.I 23 11.5 public40 110 UNION BANK OF INDIA 18 9 private 90 P.N.B 7 3.5 20 UNITED BANK OF INDIA 5 2.5 0 AXIS BANK 35 17.5 job HDFC BANK 28 14 ICICI BANK 14 7 IDBI BANK 8 4 KOTAK MAHINDRA BANK 5 2.5 200 100 4 Which type of account do you have? Savings 98 49 Current 58 29 Zero balance 29 14.5 Recurring Deposit 15 7.5 200 100 5 Wha do you look for in a bank when you decide to start a relationship? Wide branch network 96 48 ATM network 60 30 Customer service 24 12 Choice of Product 14 7 Others 6 3 200 100 6 Do you think that the bank caters to all your banking needs? yes 136 68 No 64 32 200 100 7 Approximately how many times have you visited your branch in last 3 months? Never 19 9.5 1-3 times 59 29.5 4-9 times 68 34 More than 10 times 54 27

200

100

8 In terms of the service received by you from the bank kindly rate, how satisfied you are with the following 8.1 Employees are friendly and courteous. Highly agree 57 28.5 Agree 89 44.5 Neither Agree nor Disagree 29 14.5 Disagree 16 8 Highly disagree 9 4.5 200 100 8.2 Employees show willingness to listen and respond to your need. Highly agree 72 36 Agree 69 34.5 Neither Agree nor Disagree 28 14 Disagree 19 9.5 Highly disagree 12 6 200 100 8.3 Employees provides Fast and efficient service. Highly agree 63 31.5 Agree 51 25.5 Neither Agree nor Disagree 44 22 Disagree 19 9.5 Highly disagree 23 11.5 200 100 8.4 Employees treat you as valued customer. Highly agree 59 29.5 Agree 57 28.5 Neither Agree nor Disagree 15 7.5 Disagree 48 24 Highly disagree 21 10.5 200 100 8.5 Employees are Available to the customers when needed. Highly agree 58 29 Agree 49 24.5 Neither Agree nor Disagree 41 20.5 Disagree 36 18 Highly disagree 16 8 200 100 9 Where do you feel the bank needs improvement? Customer service 60 30 Quick Response 86 43 Product range offered 33 16.5 Ambience 13 6.5 Other 8 4 200 100 10 Have you contacted your branch by telephone in the last 3 months?

yes no

41 159 200

20.5 79.5 100

11 Which of the following facilities is given more importance in your bank? Loan facility 69 34.5 O/D facilities 53 26.5 ATM facilities 37 18.5 Internet banking 28 14 Mobile banking 13 6.5 200 100 12 Do they charge unnecessarily for not maintain minimum balance in your account? Yes 178 89 No 22 11 200 100 13 How much time taken by the bank for loan facility? 1 Day 19 9.5 2 Day 44 22 More than 2 days 83 41.5 1 week 54 27 200 100 14 How much time does the bank take in solving your complaint? 1 day 24 12 2-3 days 116 58 1 week 41 20.5 More than 1 week 19 9.5 200 100 15 Do you use internet banking facility in your bank? Yes 127 63.5 No 73 36.5 200 100 16 Do you use mobile banking facility in your bank? Yes 88 44 No 112 56 200 100 17 Are you happy with services provided by your bank? Yes 147 73.5 No 53 26.5 200 100

Series1

business

student

other

sfied you are with the following?