Questionnaire

COMPRATIVE STUDY OF CUSTOMERS PERCEPTION ON BANKING SERVICES OF SBI AND BOB

PERSONAL INFORMATION

Name:-

_____________________________________________________

Gender:Age:-

Male 18 to 30 40 to 50

Female 30 to 40 More than 50 Employed House wife 10k to 25k Above 40k SERVQUAL QUESTIONS

Occupation: - Student Business Man Income:Below 10k 25k to 40k

The following questionnaire relate to your feelings about the services provided by SBI OR BOB. Please show the extent to which you believe this bank has the feature described in the statement. Here, we are interested in a number from 1 to 5 that shows your Expectations and Perceptions about the bank. You should rank each statement as follows:

Strongly Disagree 1 2

N 3 4

Strongly Agree 5

Reliability

(1) The Bank provides timely service in relation to ATM, RTGS, NEFT, ECS etc Strongly Disagree Disagree Natural Agree Strongly Agree

(2) The Bank provides required and accurate information when needed about the usage and operation of various banking technology Strongly Disagree Disagree Natural Agree Strongly Agree

(3) The Bank shows sincere interest in solving a customers problem pertaining to any delay in transaction or mistake by user Strongly Disagree Disagree Natural Agree Strongly Agree

Tangibility (4) The Bank has accessible materials like forms, broachers, stationary associated with system services. Strongly Disagree Disagree Natural Agree Strongly Agree

(5) The employees are properly trained and able to guide about the use of technology Strongly Disagree Disagree Natural Agree Strongly Agree

(6) The Bank has different properly identified counters. Strongly Disagree Disagree Natural Agree Strongly Agree

(7) The Bank has good ATMs services Strongly Disagree Disagree Natural Agree Strongly Agree

(8) The Bank maintains sufficient and easy to use Online Banking facility Strongly Disagree Disagree Natural Agree Strongly Agree

(9) The B a n k

is well equipped with the time saving technology

facility like phone banking and mobile banking. Strongly Disagree Disagree Natural Agree Strongly Agree

Responsiveness (10) Employees are good in explaining the various technological

products and services the Bank provides. Strongly Disagree Disagree Natural Agree Strongly Agree

(11) Employees in the bank are always willing to help you. Strongly Disagree Disagree Natural Agree Strongly Agree

(12) Employees in the bank are never too busy to respond to your request. Strongly Disagree Disagree Natural Agree Strongly Agree

Assurance (13) Customers feel safe about their transactions done by Internet banking, RTGS, NEFT, Mobile Banking etc Strongly Disagree Disagree Natural Agree Strongly Agree

(14) Employees are competent and knowledgeable. Strongly Disagree Disagree Natural Agree Strongly Agree

(15) The Bank maintains good systems Strongly Disagree Disagree

for

its

efficient functioning Strongly Agree

Natural

Agree

Empathy (16) The Customers get individual attention Strongly Disagree Disagree Natural Agree Strongly Agree

(17) The bank has operating hours convenient to all its customers Strongly Disagree Disagree Natural Agree Strongly Agree

(18) The Bank has reliable Home delivery services. Strongly Disagree Disagree Natural Agree Strongly Agree

(19) The bank has your best interests at in providing quick and effective banking services Strongly Disagree Disagree Natural Agree Strongly Agree

(20) The Bank maintains long term customer relationships. Strongly Disagree Disagree Natural Agree Strongly Agree

Weight age given by respondents to different dimension 1. The appearance of the banks physical facilities, equipment, technological support, personnel and communication materials.

Strongly Disagree

Disagree

Natural

Agree

Strongly Agree

2. The knowledge and politeness of the bank's employees and their ability to convey trust and confidence Strongly Disagree Disagree Natural Agree Strongly Agree

3. The banks readiness to help customers and provide prompt service Strongly Disagree Disagree Natural Agree Strongly Agree

4. The bank's ability to perform the promised service consistently and accurately Strongly Disagree Disagree Natural Agree Strongly Agree

5. The caring individual attention the bank provides its customers. Strongly Disagree Disagree Natural Agree Strongly Agree

THANK YOU