Questionnaire:- For Customers

Please Tick () on a scale of 1-5 the number you feel is the most appropriate (1 being the least and 5 being the highest. Where 5=Excellent; 4=Very Good; 3=Good; 2=Average; 1=Poor)

Q1. On a scale of 1-5 how do you rate the courtesy levels of your banks Personnel/Staff?

Q2. Rate as to how well informed/knowledgeable you feel the bank staff is in answering/solving your questions/queries?
1 2 3 4 5

Q3. Rate the aspect as to how fast the personnel are in responding/attending to you?

Q4. How do you rate your bank with regards to the Transaction time taken (a) for cash withdrawal/deposits?
1 2 3 4 5

 What problems (if any) are faced?

Q4. Rate the bank with regards to the transaction time taken to issue (b) DD/Cheque/Statements.

What problems (if any) are being faced by you with regards to facilities offered in DD/Cheque/Statement.

Suggestions if any.

Q5. Rate how hasslefree it was/is for you to open an account with the bank

Q6. How do you rate your banks product or service innovation in the past two years?
1 2 3 4 5

Any Problems faced?

 Any Suggestions

Q7. How do you rate your bank regarding its promptness in keeping you informed of deposit rates /service charges?
1 2 3 4 5

Q8. Rate how positive or negative the bank is in entertaining your grievances. (a)
1 2 3 4 5

Q8. How do you rate your banks grievance redressal system? (b)
1 2 3 4 5

Any problems faced?

Any suggestions

Q10. How do you rate your bank/ branch facility in terms of the comfort facilities it offers with reference to

Seating Arrangements Ac
2 3 4

- Restroom - Drinking water

5

What suggestions if any would you like to add?

Q11. How do you rate the quality of ATM services provided by the bank?
1 2 3 4 5

What problems if any are faced by you?

Q12.a. How do you rate the Debit card services offered by your bank?
1 2 3 4 5

 Any Problems

Any suggestions

Q12.b How do you rate the Credit card services offered by your bank?
1 2 3 4 5

Any Problems

Any suggestions

Q13. Rate your bank as to how fast you feel it is in processing and disbursing loans. (a)
1 2 3 4 5

Q13. Rate the interest rates currently being offered (b)

1 2 3 4 5

Q14. Do you use the phone/net banking facility offered by your bank? If Yes (a) proceed to 14 (b). If No specify the reason.

Q14. Rate the quality of the phone/net banking facility offered by your bank. (b)
1 2 3 4 5

Q15. Do you hold more than one account? Yes/No

If Yes please specify.

Questionnaire for Managers

Dear Sir/Madam

As a student of MBA, we are conducting a survey for our academic purpose which a part of our curriculum. We are carrying out a survey for finding out the Gap between management perception and customer perception in regard of the service provided by the bank.

Please Tick () on a scale of 1-5 the number you feel is the most appropriate (1 being the least and 5 being the highest. Where 5=Excellent; 4=Very Good; 3=Good; 2=Average; 1=Poor)

Q1. On a scale of 1-5 how do you rate the courtesy levels of your banks Personnel/Staff?

Q2. Rate as to how well informed/knowledgeable you feel the bank staff is in answering/solving your customers questions/queries?
1 2 3 4 5

Q3. Rate the aspect as to how fast the personnel are in responding/attending to customer?

Q4. How do you rate your bank with regards to the Transaction time taken (a) for cash withdrawal/deposits?
1 2 3 4 5

What problems (if any) are faced?

Q4. Rate the bank with regards to the transaction time taken to issue (b) DD/Cheque/Statements.

What problems (if any) are being faced by customer with regards to facilities offered in DD/Cheque/Statement.

Suggestions if any.

Q5. Rate how hasslefree it was/is to open an account with the bank

Q6. How do you rate your banks product or service innovation in the past two years?
1 2 3 4 5

Any Problems faced?

Any Suggestions

Q7. How do you rate your bank regarding its promptness in keeping you informed of deposit rates /service charges?
1 2 3 4 5

Q8. Rate how positive or negative the bank is in entertaining customers grievances. (a)
1 2 3 4 5

Q8. How do you rate your banks grievance redressal system? (b)
1 2 3 4 5

Any problems faced?

Any suggestions

Q9. How do you rate your bank/ branch facility in terms of the comfort facilities it offers with reference to

Seating Arrangements Ac
2 3 4

- Restroom - Drinking water

5

 What suggestions if any would you like to add?

Q10. How do you rate the quality of ATM services provided by the bank?
1 2 3 4 5

What problems if any are faced by you?

Q11.a. How do you rate the Debit card services offered by your bank?
1 2 3 4 5

Any Problems

Any suggestions

Q11.b How do you rate the Credit card services offered by your bank?
1 2 3 4 5

Any Problems

Any suggestions

Q12. Rate your bank as to how fast you feel it is in processing and disbursing loans.

(a)
1 2 3 4 5

Q12. Rate the interest rates currently being offered (b)

1 2 3 4 5

Q13. Do bank use the phone/net banking facility offered ? If Yes (a) proceed to 14 (b). If No specify the reason.

Q13. Rate the quality of the phone/net banking facility offered by your bank. (b)
1 2 3 4 5