QUESTIONNAIRE

Part I
Please make a ( ) mark in the appropriate space provides
1. Age

Below 20
21 to 30
31 to 40
41 to 50
Above 50

2. Gender

Male
Female

3. Qualification

School level
Graduate
Post Graduate
Professional
Others

4. Employment status

Salaried
Business
Professional
Retired
Housewife

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5. Marital status

Single
Married
Others

6. No. of Dependents

7. Status of spouse

Employed
Unemployed

8. Income level (annual)

Less than Rs.1,00,000/Between Rs. 1,00,000 3,00,000/Above

3,00,000/-

Part II Customer Usage of Products & Services

Please make a ( ) mark in the appropriate space provides
9. Your usage of services in SBI

: Very Frequently
Frequently
Rarely

10. Mode of Products / Services use

: Net Banking
Visiting branches
Both

11. Tick the type of A/c holding / Products in the appropriate space :
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Traditional Products

Yes

No

SB A/c
Current A/c
FD A/c
RD A/c
OD A/c
Loan A/c:
PPF A/c
IT based Products
Term Deposits
Special Term Deposits
Savings Account
Tax saving scheme
SBI MODS (Multiple option deposit scheme)
Trading A/c
Re-investment plan
Recurring Deposit
Annuity Deposit scheme
SBI Flexi Deposit scheme
Current Account

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Premium Savings Account

Savings plus Account
Rent plus scheme
Medi-plus scheme
Basic Banking No frills account (only in SBI)
Yuva savings bank Account
Life plus Senior citizen scheme
Young stars savings account
ESCROW account
Salary account (Corporate and Govt employees)
Money multiplier facility
Demat A/c
Trading A/c

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Part III Services Offered

Please make a ( ) mark in the appropriate space provides
Kinds of Card services

Yes

No

Credit card
ATM cum Debit card
Cash + international
Travel card
International ATM cum Debit Card
Gold International Debit card
Smart Card
Gift Card
SBI Yova Card
EZ pay card
SBI Vishwa Yatra foreign Travel Card
Corporate cards
Prepaid cards (Pay direct, Meal card, Gift card)

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Other Services
Internet banking services
Online trading services
Mobile banking
Demat service
Trading services
ATM services
Investment services
Cash management services
Broking services
Core banking servicer
RTGS and NEFT services (Real time gross settlement / National
Electronic fund transfer)
E Invest (IPO)
Magnetic Ink Character Recognition (MICR)
Multi City cheques (MCC)
RBIEFT (Interbank electronic funds transfer facility)
ERAIL (Electronic Rail booking)
EPAY
ECS

(Electronic clearance system)

Tele banking / Mobile

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SMS services
Foreign Inward remittance
Safe deposit locker remittance
Gift cheques
NRI services
Remittance
Other services

Part IV Customer satisfaction on I.T. based products and services

Please make a ( ) mark in the appropriate space provides
12.1.Computerized
services at branch
Level.

Moderately
Highly
Highly
Satisfied Satisfied satisfied
Dissatisfied Dissatisfied

I. The Payment
System

Utility Bills Payments

Passbook entries
Electronic Cheque
Clearances
FD receipts issue

ATM statement
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availability
Withdrawal of Cash
MICR clearing
system

II. The Settlement

System

Electronic Debit
Clearing
Electronic Credit
Clearing
Electronic Documents
Management
RTGS (Real Time
Gross Settlement)
Credit card Payments
Debit Card payments
Smart cards
Draft Issue(Purchase
of Drafts)

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III. Centralized

funds management
system
24 hrs banking
service
Ac to AC transfer of
funds
Branch to Branch
transfer of Funds
Bank to Bank transfer
of Funds
Preparation of
vouchers
Electronic Funds
Transfer

IV. Structured
financial messaging
solutions
Interactive voice
response
Telephone banking
system
Securing message for
funds transfer

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V. Internet system
To view accounts
Remote banking
services
EDI (Electronic Data
Information)
Developments
email management
VI. Debit card
management
solution (manages
the lifecycle of
ATMs and Debit
cards)
To Get account
statements
Biometric ATMs for
Rural Banks

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Network based fraud

deduction system
12.2. Core Banking
(Services offered)
Access to transactions
from any branch
Satisfaction towards
Depositing and
Lending of money
Deposit of Funds
Satisfaction towards
the reduction of costs
Satisfaction towards
the reduction of risks
Satisfaction towards
the reduction of time
Satisfaction towards
parallel working on
different issues
Satisfaction towards
increase in efficiency
Satisfaction towards
the overall SOA
(Service Orientated
Architecture)
12.3.ATMs (All
services through
ATMs)

ATM credit card and

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Debit card acceptance

ATM card issue
duration
Cash Withdrawal
Duration
Balance Enquiry
Receipt Of Mini
Statement
Maximum limit per
withdrawal
ATM locations
Guidelines for card
usage
Charges for card
usage
Lost card request to
make Hot card
Replacement of Lost /
damaged ATM card
Validity of ATM card
Maintenance of
secrecy of PIN
Providing Tips for
taking precautions
about safe keeping of
card

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Change of PIN as and

when required

Credit card
payments through
ATM
LIC
Shopping bills
Offering of freedom
points
Regarding
redumption of points
12.4.Internet
Banking
New account opening
Cost incurred towards
checking
Information provided
about account
Security.
Specification of the
types of transactions
offered

Operational and
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transactional cost
Incurred
About ability to make
transactions
Involving large
amounts of assets
instantaneously.
Regarding remote
account access

Availability of inquiry
and transactions
Services around the
clock
World wide
connectivity
Regarding easy access
to account data both
recent and historical
Regarding self
account funds transfer
Regarding third party
transfers in the same
branch
Regarding direct
customer control of
international
movement of funds
with out intermediator
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Paying bills
Viewing and checking
savings account
balances
Paying mortgages
Purchasing financial
instruments and
certificate of deposits
Providing information
about the investments
in different financial
products
Booking tickets (ETicketing)
E- Tax payments
EZ Trade
RTGS (Real time
gross settlement)
E Payment
E Invest (IPO)
RBI EFT (Inter
banking electronic
fund transfer of the
RBI)
Demand draft request
Standing instructions
provided

348

New cheque book

request and much more
Credit card dues
payments
Remittance to PPF
account
Utility bills payments
Insurance premium
payments
Payment of Donations
to religious and
Organisation
Setting SMS alerts for
transaction details
Mutual funds
investments
De mat account
services
Trading Account
services
Submission of on line
request for the
following.

1.Stop payment of
cheque
2.Cheque book
replenishment
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3.Demand draft /
Pay order.
Round the clock
service availability.
12.5.Mobile/SMS
(service)
Checking of account
balances
Payables details
Transfer of funds
View balances towards
saving account
View balances of credit
card
View balances of
Mortgage
View balances of any
loan
Transfer of money
between two accounts
Service related to
Automatic voice
respond system

350

Part V Overall satisfaction

Please make a ( ) mark in the appropriate space provides
13.Overall customer
satisfaction variables

Highly
Highly
Satisfied Satisfied Neutral Dissatisfied Dissatisfied

1.Adoption of technology
in a bank
2. Accebility / real time
response
3. Service quality
4. Transparent
information
5. Variety of product
design and
services
6. Variety of product and
services
Delivery
7. Employee attitude
towards
Customer complaints
8. Employee willingness
to help
Customers
9. Employee attitude
towards attention
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Of customers needs
10.Curtosy of bank staff
towards
Customer
11.Regulatory norms
12. Security and safety
13.Customer convenience
14. Service charges
15.status of bank
16. Quickness of service
17.Authentication
18. Trust
19.Privacy
20.Availability of
information
21. Reliability
22.Answering e mail
23.Well understood
relationship
24.Overall performance
quality
25. Economy banking with
out visiting bank.

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14. State your Grievances if any towards the services of SBI ?

15. State your opinion regarding the response of addressing ombudsman

(complaint cell) for the complaints / grievances over E mail ?

16. Give your suggestion to improve the service of SBI?

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