Jaipuria

INSTITUTE
OF
MANAGEMENT
LUCKNOW
PROJECT report
ON
SERVICE QUALITY PROVIDED BY
STATE BANK OF INDIA

Submitted BY:-
1.) RAVI VERMA (PGDM-123)
2.) SATISH KUMAR (PGDM-
137)
3.) SHREY SHARMA (PGDM-
150)
4.) SUNNY ANAND (PGDM-
161)
 Introduction

Background
The State Bank of India is the oldest and largest bank in India, with
more than $250 billion (USD) in assets. It is the second-largest
bank in the world in number of branches; it opened its 10,000th
branch in 2008. The bank has 84 international branches located in
32 countries and approximately 8,500 ATMs. Additionally, SBI has
controlling or complete interest in a number of affiliate banks,
resulting in the availability of banking services at more than 14,600
branches and nearly 10,000 ATMs. SBI traces its heritage to the
1806 formation of the Bank of Calcutta. The bank was renamed the
Bank of Bengal in 1809 and operated as one of the three premier
"presidency" banks (the presidency banks had the exclusive rights
to manage and circulate currency and were provided capital to
establish branch networks). In 1921, the government consolidated
the three presidency banks into the Imperial Bank of India. The
Imperial Bank of India continued until 1955, when India's central
bank, the Reserve Bank of India, acquired the majority interest in
the bank and changed its name to the State Bank of India (SBI).In
1959, the Indian government passed the State Bank of India Act,
resulting in the acquisition (majority shareholding) of eight state-
affiliated banks and the creation of the State Bank of India Group
(SBI Group). The SBI itself is now majority owned by the Indian
government, which purchased the shares held by the Reserve Bank
of India.

Evolution of SBI
The origin of the State Bank of India goes back to the first decade
of the nineteenth century with the establishment of the Bank of
Calcutta in Calcutta on 2 June 1806.Three years later the bank
received its charter and was re-designed as the Bank of Bengal (2
January 1809). A unique institution, it was the first joint-stock bank
of British India sponsored by the Government of Bengal. The Bank
of Bombay (15 April 1840) and the Bank of Madras (1 July 1843)
followed the Bank of Bengal. These three banks remained at the
apex of modern banking in India till their amalgamation as the
Imperial Bank of India on 27 January 1921.

Primarily Anglo-Indian creations, the three presidency banks came

into existence either as a result of the compulsions of imperial
finance or by the felt needs of local European commerce and were
not imposed from outside in an arbitrary manner to modernize
India's economy. Their evolution was, however, shaped by ideas
culled from similar developments in Europe and England, and was
influenced by changes occurring in the structure of both the local
trading environment and those in the relations of the Indian
economy to the economy of Europe and the global economic
framework.

Establishment
The establishment of the Bank of Bengal marked the advent of
limited liability, joint-stock banking in India. So was the associated
innovation in banking, viz. the decision to allow the Bank of Bengal
to issue notes, which would be accepted for payment of public
revenues within a restricted geographical area. This right of note
issue was very valuable not only for the Bank of Bengal but also its
two siblings, the Banks of Bombay and Madras. It meant an
accretion to the capital of the banks, a capital on which the
proprietors did not have to pay any interest. The concept of deposit
banking was also an innovation because the practice of accepting
money for safekeeping (and in some cases, even investment on
behalf of the clients) by the indigenous bankers had not spread as a
general habit in most parts of India. But, for a long time, and
especially up to the time that the three presidency banks had a right
of note issue, bank notes and government balances made up the
bulk of the ingestible resources of the banks.

The three banks were governed by royal charters, which were

revised from time to time. Each charter provided for a share capital,
four-fifth of which were privately subscribed and the rest owned by
the provincial government. The members of the board of directors,
which managed the affairs of each bank, were mostly proprietary
directors representing the large European managing agency houses
in India. The rest were government nominees, invariably civil
servants, one of whom was elected as the president of the board.

PROJECT REPORT
Problem Statement
To study the consumer perception regarding the service quality
provided by State Bank of India.

Customer Satisfaction
Customer satisfaction, a business term, is a measure of how
products and services supplied by a company meet or surpass
customer expectation. It is seen as a key performance indicator
within business and is part of the four perspectives of a Balanced
Scorecard. In a competitive marketplace where businesses
compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of
business strategy.

Measuring Customer Satisfaction

Organizations are increasingly interested in retaining existing
customers while targeting non-customers; measuring customer
satisfaction provides an indication of how successful the
organization is at providing products and/or services to the
marketplace. Customer satisfaction is an ambiguous and abstract
concept and the actual manifestation of the state of satisfaction will
vary from person to person and product/service to product/service.
The state of satisfaction depends on a number of both
psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The
level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer
can compare the organization's products.

Because satisfaction is basically a psychological state, care should

be taken in the effort of quantitative measurement, although a large
quantity of research in this area has recently been developed. Work
done by Berry, Brodeur between 1990 and 1998 defined ten
'Quality Values' which influence satisfaction behavior, further
expanded by Berry in 2002 and known as the ten domains of
satisfaction. These ten domains of satisfaction include: Quality,
Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line Service Behaviors, Commitment
to the Customer and Innovation. These factors are emphasized for
continuous improvement and organizational change measurement
and are most often utilized to develop the architecture for
satisfaction measurement as an integrated model. Work done by
Parasuraman, Zeithaml and Berry between 1985 and 1988 provides
the basis for the measurement of customer satisfaction with a
service by using the gap between the customer's expectation of
performance and their perceived experience of performance. This
provides the measurer with a satisfaction "gap" which is objective
and quantitative in nature. Work done by Cronin and Taylor propose
the "confirmation/disconfirmation" theory of combining the "gap"
described by Parasuraman, Zeithaml and Berry as two different
measures (perception and expectation of performance) into a single
measurement of performance according to expectation. According
to Garbrand, customer satisfaction equals perception of
performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey with

a set of statements using a Likert Technique or scale. The customer
is asked to evaluate each statement and in term of their perception
and expectation of the performance of the organization being
measured.

More than a decade ago, Parasuraman, Zeithaml and Berry (1988,

1991) conducted extensive studies in different industries and
developed the SERVQUAL instrument: a 22-item scale with a set of
service quality dimensions to quantify a customer’s assessment of a
company’s service quality. Five key dimensions of service quality —
reliability, responsiveness, assurance, empathy and tangibles —
have been identified and form the foundation on which a lot of other
studies on service quality have been built. SERVQUAL is widely
recognized and used, and it is regarded as applicable to a number
of industries, including the banking industry (Yavas, Bilgin,
Shemuell, 1997). However, SERVQUAL has been subject to certain
criticisms, including vagueness in the definition of expectations, its
dubious applicability in some industries (Teas, 1993), the need for
expectation measurement (Cronin and Tayer, 1992, 1994), and
SERVQUAL’s dimensionality (Carman, 1990). Moreover, the
traditional service quality dimensions cannot directly apply to some
new services provide by banks like Internet banking, because it
represents a different and unique service delivery process.

SERVQUAL

The SERVQUAL instrument has been the predominant method

used to measure consumers’ perceptions of service quality. It has
five generic dimensions or factors that are stated as follows:-

(1) Tangibles: Physical facilities, equipment and appearance of

personnel;

(2) Reliability: Ability to perform the promised service dependably

and accurately;

(3) Responsiveness: Willingness to help customers and provide

prompt service;

(4) Assurance (including competence, courtesy, credibility and

security): Knowledge and courtesy of employees and their ability to
inspire trust and confidence;

(5) Empathy (including access, communication, understanding the

customer): Caring and Individualized attention that the firm provides
to its customers;

Service quality has been shown to be a significant predictor of

behavioral intentions, e.g. likelihood of recommending, repeat
purchase, switching, and complaining (Bitner, 1990). Woodside,
Frey and Daly (1989) found that there is a significant correlation
between service quality and repurchase behavior in the health care
industry. Findings from Dabholkar (1996) indicate that customers’
feelings correlate positively with the intention to use. In light of these
findings, the present study investigates the relationship between
service quality, customer satisfaction and future consumption
behavior.

SERVQUAL Findings
Tangibles
* Excellent banks will have modern-looking equipments.

* The physical facilities at excellent banks will be visually appealing.

* Employees at excellent banks will be neat in appearance.

* Materials (e.g., brochures or statements) associated with the

service will be visually appealing in an excellent bank.

Reliability
* When excellent banks promise to do something by a certain time,
they will do so.

* When customers have a problem, excellent banks show a sincere

interest in solving it.

* Excellent banks will perform the service right the first time.

* Excellent banks will provide their services at the time they promise
to do so.

* Excellent banks insist on error free records.

Responsiveness
* Employees of excellent banks will tell customers exactly when
service will be
performed.

* Employees of excellent banks will give prompt service to

customers.

* Employees of excellent banks are always willing to help

customers.

* Employees of excellent banks are never too busy to respond to

customer requests.

Assurance
* The behavior of employees of excellent banks will instill confidence
in customers.

* Customers of excellent banks will feel safe in their transactions.

* Employees of excellent banks are consistently courteous with

customers.

* Employees of excellent banks are having the knowledge to

answer customer questions.

Empathy
* Excellent banks will give customers individual attention.

* Excellent banks will have operating hours convenient to all their

customers.
* Excellent banks will have employees who give customers personal
attention.

* Employees of excellent banks will understand the specific needs

of their customers.

Research Design
Target Population
The target population was the people who avail banking services
from different banks. The research was conducted under a
sampling frame of people studying or working in Jaipuria Institute of
Management who were already availing the banking services from
different banks and specially State Bank of India.

Sampling Design
The sampling design adopted was convenience and quota of non
probabilistic in which we got filled questionnaire from 25
respondents out of which 20 were State Bank of India’s customer
and the rest 5 were the customer’s of other banks. Thus the sample
size was 25. Eligible respondents were adults over the age of 18.
The quota that we had taken was on the basis of the Net Monthly
Income of their respective households.

Questionnaire Formulation
The scaling technique used in the questionnaire was the Non-
Comparative Scaling technique. Under Itemized Rating we used the
Likert Scale where we asked the questions for which the
respondents would had to answer on the scale of 1 to 5, 1 being
strongly disagree and 5 being strongly agree, and also for the
satisfaction level of the customers 1 being totally dissatisfied and 5
being totally satisfied.

Reliability
For the complete study, 30 responses were generated using the
pilot tested questionnaire, but only 25 completely filled
questionnaires were retrieved. The reliability of the completely filled
questionnaires was tested using the correlation technique and it
came out to be 0.39.

Data Collection
For the complete survey, respondents were chosen in such a way
that the responses can be analyzed on each other. We chose
respondents mainly from State Bank of India keeping in mind about
the Quota of the Net Monthly Income of the house hold. We
conducted interviews for the customers who visited the bank. For
the responses of the other bank’s customer, we interviewed them
through laddering questions about not being a customer of the State
Bank of India.

Findings

Dimension-wise Analysis

Tangibility: The data in Table-1 brings to light the perception of the

State Bank of India with its respective customers on tangibles. The
data reveals that the modern scenario of SBI is changing. These
days the bank is concentrating on the ambience and other facilities
which all make customers feel more friendly and find it a
comfortable place. All the customers interviewed has on an average
awarded 91.2% weight age to tangibles.
Reliability: The analysis of reliability dimension of service quality
shows an impressive figure. SBI figure shows that the name of the
bank is considered reliable to the customers. The customers rate
State Bank of India 90.4% when it comes to reliability and it was
obvious also as State Bank of India is one of the best bank and
more over a government enterprise.

Responsiveness: The data in Table-3 brings to light that

responsiveness pattern of the customers of SBI is not as good as
that of other bank’s customers. The perpetual difference on said
dimensions between SBI and other banks is wide (0.60). The
element wise analysis of this dimension shows that SBI is falling
below the perceptions of their customers on employees providing
prompt services.

Assurance: The perceptual difference between SBI and other banks

customer is very low. The respondents of SBI have given
appreciable rating to the assurance dimension to the bank. The
element wise analysis shows that SBI is exceeding the perceptions
of their customers as far as trust worthiness and feeling safe in
transacting with the bank is concerned.

Empathy: The data analysis of Table-5 discloses the fact that banks
such as SBI stand away from their customers regarding delivery of
quality services. There exists a wide gap between the perceptions
of banks such as SBI and their customers as is evident from the
high mean difference (1.05).
 Table 1
S
No. SERVQUAL Dimension Mean
1 Proper lighting, ambience and seating arrangements available 4.6
Proper arrangements for heat, ventilation and air conditioning
2 made 4.6
The bank provides facilities of having a saving account, ATM-
3 cum-debit card facility 4.5
Tangibility (1+2+3)

13.7
Maximum 15

Table 2
S No. SERVQUAL Dimension Mean
1 The name of the bank is reliable 4.6
2 The services are worth availing 4.4
3 The product (Bank Services) is tested by users 4.4
The bank is updating the web sites about the latest
4 services for the knowledge of the customers 3.9
5 Proper ethic advertisements 4
6 Briefed about all the various types of services 4.2
How satisfied are you with how your telephone enquiries
7 were dealt with 4.1
8 The rate of interest which is charged is suitable 3.7
9 How easy was it to find information on the latest services 3.7
How satisfied are you with the availability of the
10 Complaint Register 3.7
Reliability (1+2+3+4+5+6+7+8+9+10) 40.7
Maximum 45

Table 3
S No. SERVQUAL Dimension Mean
1 The feed back of the customer is taken care of 4.1
2 The bank has taken a proper survey about the product 4.2
3 Followed the policy of “Customer is King” 4.2
How satisfied are you with the ease of contacting the
4 person you needed 4.1
How satisfied are you with the time taken to respond to
5 telephone enquiries 4.1
How satisfied are you with the time taken to respond to
6 written /postal enquiries 3.7
Responsiveness (1+2+3+4+5+6) 24.4
Maximum 30

Table 4
S No. SERVQUAL Dimension Mean
1 The financial institutions (Bank) is legal 4.4
2 Proper assistance in filling the form and other formalities 4.6
The marketing executive is properly trained for the
3 purpose to help the customers 4.3
4 Properly welcomed by the employee 4.5
5 Assistants have proper product knowledge 4.2
6 You will recommend other people about the bank 4.4
How satisfied are you with the clarity of information or
7 advice provided 4
How easy was it to understand and complete the
8 application form 4.4
How satisfied are you with the relevant knowledge of the
staff you dealt directly with
9 3.9
How satisfied are you with the way problems were
10 resolved 3.9
How satisfied are you with the speed in which the
11 service/product was delivered 3.9
Assurance (1+2+3+4+5+6+7+8+9+10+11) 46.5
Maximum 55
Table 5
S No. SERVQUAL Dimension Mean
1 You will be a loyal customer of this bank life time 4.5
You feel that you are cheated and would like to shift to
2 other bank 4.5
3 How satisfied are you with the courtesy of the staff 4.3
4 How satisfied are you with the help fullness of the staff 4.2
How satisfied are you that the staff showed interest in you
5 as an individual / treated you as a valued customer 4
How satisfied are you with the way problems were
6 resolved 4.2
How satisfied are you with the general behavior of the
7 staff members 4.2
Empathy (1+2+3+4+5+6+7) 29.9
Maximum 35

State Bank of India

Factors Mean STD. Deviation

Tangibles 4.56 0.03
Reliability 4.07 0.32
Responsiveness 4.07 0.17

Assurance 4.23 0.31

Empathy 4.27 1.05
Aggregate 4.24 0.38
4.6

4.5

4.4

4.3

4.2 Series1
4.1

3.9

3.8
1 2 3 4 5

Other Banks

Factors Mean
Tangibles 4.42
Reliability 4.08
Responsiveness 4.63
Assurance 4.02
Empathy 4.86
Aggregate 4.40
 Aggregate Customer Satisfaction Level score of SBI is 4.30 which
indicate a good performance where good is considered in between
4.00 to 4.50.

Moreover, SBI has established a strong position in terms of

Tangibles & Reliability, indicating that customers of SBI are very
much reliable on the services it provides. Overall the customers
have expressed positive perception in terms of assurance,
responsiveness, and empathy also.

Conclusion & Recommendations

The banking sector in India is undergoing major changes due to
competition and the advent of technology. The customer is looking
for better quality services which enhance his/her satisfaction.

From the above analyses, it is evident that SBI has many positive
features and the customers are mostly satisfied with the services
offered. In spite of this fact, it has been observed that many
customers are not aware of all sort facilities provided by SBI.

Though this study can’t provide conclusive evidence to determine

particular courses of action and further research will be required to
provide conclusive evidence. But the management of SBI should
consider the findings and take all necessary steps for further
research and if they think that the customers of SBI are
homogeneous in their choice and preferences, they may consider
the following recommendations to gain more customer base and
achieve more customer satisfaction along with maintaining existing
customers’ delights

 The Management of SBI should conduct more product &

services awareness campaign.

 They should increase the level of providing personal attention

to individual customers.

 In delivery of quality service in banks, what matters is speed,

accuracy, promptness, reliability, individualized attention, etc.
Better results can be achieved through proper use of relevant
banking technology. These are the areas where our banks are
still lagging behind. Still as observed SBI is using a lot of paper
files instead of computer files.

 The SBI Management should critically evaluate the deviation in

means in order to create balance in all dimensions of customer
satisfaction measurement tools.

The customer satisfaction in terms of service quality is a relational

marketing paradigm. The relationships are mostly viewed from the
perspective of the firm providing services. For service firm in this
case the banks, building strong relationship is important for
improving customer satisfaction through service quality.

Banks should continually assess and reassess how customers

perceive bank services so as to know whether the bank meets or
exceeds or is below the expectations of their customers. Such an
appraisal, however, is a tedious task because customer service is
complex in nature and dynamic in action. Moreover, it can vary
greatly from one branch to another. Also, what is 'good service'
today may become 'indifferent service' tomorrow and 'bad service'
the next day. Frequent customer surveys, therefore, throw light on
ratification and refinement which will go a long way to improve the
service quality in banks.

Only for State Bank of India Responses

Income Group
Percen Valid Cumulative
Frequency t Percent Percent
Valid <20000 5 25.0 25.0 25.0
20000 – 30000 6 30.0 30.0 55.0
30000 – 40000 4 20.0 20.0 75.0
40000 – 50000 3 15.0 15.0 90.0
Above 50000 2 10.0 10.0 100.0
Total 20 100.0 100.0

Age Group
Valid Cumulative
Frequency Percent Percent Percent
Valid Below 20 1 5.0 5.0 5.0
20 – 30 15 75.0 75.0 80.0
30 – 40 3 15.0 15.0 95.0
40 – 50 1 5.0 5.0 100.0
Above 50 0 0 0 100.0
Total 20 100.0 100.0
 Occupation
Valid Cumulative
Frequency Percent Percent Percent
Valid Govt. 8 40.0 40.0 40.0
Ltd. Co 4 20.0 20.0 60.0
Private 5 25.0 25.0 85.0
Own Business 3 15.0 15.0 100.0
Total
20 100.0 100.0

For State Bank of India

Sr No. Choice Criteria Yes %age No %age Total
1. Trusted Bank 18 90.0 2 10.0 20 / 100%
2. Low Rate of Interest 14 70.0 6 30.0 20 / 100%
3. Word of Mouth 13 65.0 7 35.0 20 / 100%
4. Time Taken to serve 6 30.0 14 70.0 20 / 100%
customer
5. Employee Attitude 12 60.0 8 40.0 20 / 100%
6. Transparent Transaction 16 80.0 4 20.0 20 / 100%

For Other Banks

Sr No. Choice Criteria Yes %age No %age Total
1. Trusted Bank 2 40.0 3 60.0 5 / 100%
2. Low Rate of Interest 1 20.0 4 80.0 5 / 100%
3. Word of Mouth 4 80.0 1 20.0 5 / 100%
 4. Time Taken to avail loan 5 100.0 0 0 5 / 100%
5. Employee Attitude 4 80.0 1 20.0 5 / 100%
6. Transparent Transaction 1 20.0 4 80.0 5 / 100%

Customer’s Feedback

S No. SERVQUAL Dimension Mean

Proper lighting, ambience and seating arrangements
1 available 4.6
Proper arrangements for heat, ventilation and air
2 conditioning made 4.6
The bank along with loan provides additional facilities of
3 having a saving account, ATM-cum-debit card facility 4.5
Tangibility (1+2+3) 13.7
Maximum 15

Customer’s Feedback:
The common customer’s feedback was that the ambience and
other facilities of SBI have changed a lot, with the due passage of
time. No problem with these facilities and one have to keep all
these update to be in competition too.

S No. SERVQUAL Dimension Mean

1 The name of the bank is reliable 4.6
2 The services are worth availing 4.4
3 The product (Bank Services) is tested by users 4.4
The bank is updating the web sites about the latest
4 services for the knowledge of the customers 3.9
5 Proper ethic advertisements 4
 6 Briefed about all the various types of services 4.2
How satisfied are you with how your telephone enquiries
7 were dealt with 4.1
8 The rate of interest which is charged is suitable 3.7
9 How easy was it to find information on the latest services 3.7
How satisfied are you with the availability of the
10 Complaint Register 3.7
Reliability (1+2+3+4+5+6+7+8+9+10) 40.7
Maximum 45

Customer’s Feedback:

About the reliability quotient almost all the customer’s gave a

feedback that as SBI is a government body, and has been
functioning for such a long time there is no question on its being
reliable.

Updating of websites (3.9) many of the customers were not

accessing internet for the purpose of banking and all so many gave
a Neutral feedback.

When it is about the interest rate (3.7) no body wishes to pay a high
rate of interest on loan and also many were having a problem that
when RBI reduces rates there is no automatic reduction in interest
rates.

Finding information on scheme is easy but when some body

personally assists and explains everything it becomes very easy to
understand.

About complaint register (3.7) many responses were that it is not

visible as it should be in and around customer area only. Some told
that there was an open feedback box so if one writes any thing bad
the officials will tear it and no actions will be taken.
Table 3
S No. SERVQUAL Dimension Mean
1 The feed back of the customer is taken care of 4.1
The bank has taken a proper survey about the
2 product/service 4.2
3 Followed the policy of “Customer is King” 4.2
How satisfied are you with the ease of contacting the
4 person you needed 4.1
How satisfied are you with the time taken to respond to
5 telephone enquiries 4.1
How satisfied are you with the time taken to respond to
6 written /postal enquiries 3.7
Responsiveness (1+2+3+4+5+6) 24.4
Maximum 30

Customer’s Feedback:

About postal enquires many customers had never tried it so

awarded it a neutral mark.

S No. SERVQUAL Dimension Mean

1 The financial institutions (Bank) is legal 4.4
2 Proper assistance in filling the form and other formalities 4.6
The marketing executive is properly trained for the
3 purpose to help the customers 4.3
4 Properly welcomed by the employee 4.5
5 Assistants have proper product knowledge 4.2
6 You will recommend other people about the bank 4.4
How satisfied are you with the clarity of information or
7 advice provided 4
How easy was it to understand and complete the
8 application form 4.4
How satisfied are you with the relevant knowledge of the
9 staff you dealt directly with 3.9
How satisfied are you with the way problems were
10 resolved 3.9
How satisfied are you with the speed in which the
11 service/product was delivered 3.9
Assurance (1+2+3+4+5+6+7+8+9+10+11) 46.5
Maximum 55
Customer’s Feedback:

About the knowledge of the staff a few customers were complaining

that the bank officials on one go are not explaining all the
requirements which causes wastage of time and money.

S No. SERVQUAL Dimension Mean

1 You will be a loyal customer of this bank life time 4.5
You feel that you are cheated and would like to shift to
2 other bank 4.5
3 How satisfied are you with the courtesy of the staff 4.3
4 How satisfied are you with the help fullness of the staff 4.2
How satisfied are you that the staff showed interest in you
5 as an individual / treated you as a valued customer 4
How satisfied are you with the way problems were
6 resolved 4.2
How satisfied are you with the general behavior of the
7 staff members 4.2
Empathy (1+2+3+4+5+6+7) 29.9
Maximum 35

Customer Feedback:

When it is regarding the loyalty, being a word of mouth, and good

traits of personality of the staff almost all of the customers awarded
good marks to the survey of SBI.

QUESTIONNAIRE
This questionnaire is designed only for an academic project survey;
information being provided by you will be kept confidential and will
be used only for the project purpose.
Gender  Male  Female
Age  Below 20  20 – 30  30 – 40  40 – 50  Above 50
Marital Status Single  Married Spouse working  Yes  No
Family Structure  Nuclear  Joint
Monthly Income  <20000  20000 – 30000  30000 – 40000 (Household)
 40000 – 50000  Above 50000
Service/Business  Govt.  Ltd Co  Private  Own Business

1. Please indicate your agreement with the following statements.

1=Totally disagree ---------3=Neutral --------- 5=Totally agree 1 2 3 4 5
The name of the bank is reliable 1 2 3 4 5
The financial institutions (Bank) is legal 1 2 3 4 5
The product (Bank Services) is tested by users 1 2 3 4 5
The bank is updating the web sites about the latest services 1 2 3 4 5
for the knowledge of the customers
The feed back of the customer is taken care of 1 2 3 4 5
Proper assistance in filling the form and other formalities 1 2 3 4 5
The marketing executive is properly trained for the purpose 1 2 3 4 5
to help the customers
Proper ethic advertisements 1 2 3 4 5
The bank has taken a proper survey about the product 1 2 3 4 5
Properly welcomed by the employee 1 2 3 4 5
Followed the policy of “Customer is King” 1 2 3 4 5
Briefed about all the various schemes of the bank 1 2 3 4 5
Proper lighting, ambience and seating arrangements 1 2 3 4 5
available
Proper arrangements for heat, ventilation and air 1 2 3 4 5
conditioning made
Assistants have proper product knowledge 1 2 3 4 5
The rate of interest which is charged is suitable 1 2 3 4 5
You will recommend other people about this loan scheme 1 2 3 4 5
You will be a loyal customer of this bank life time 1 2 3 4 5
The bank provides facilities of having a saving account, 1 2 3 4 5
ATM-cum-debit card facility
You feel that you are cheated and would like to shift to other 1 2 3 4 5
bank

2. Indicate the level of satisfaction based on your expectations from the bank
1=Totally Dissatisfied-------3=Neutral-------5=Totally Satisfied 1 2 3 4 5
How satisfied are you with the ease of contacting the person 1 2 3 4 5
you needed
 How satisfied are you with the clarity of information or 1 2 3 4 5
advice provided
How satisfied are you with the time taken to respond to 1 2 3 4 5
telephone enquiries
How satisfied are you with how your telephone enquiries 1 2 3 4 5
were dealt with
How satisfied are you with the time taken to respond to 1 2 3 4 5
written /postal enquiries
How easy was it to find information on various Schemes 1 2 3 4 5
How easy was it to understand and complete the application 1 2 3 4 5
form
How satisfied are you with the relevant knowledge of the 1 2 3 4 5
staff you dealt directly with
How satisfied are you with the courtesy of the staff 1 2 3 4 5
How satisfied are you with the help fullness of the staff 1 2 3 4 5
How satisfied are you that the staff showed interest in you 1 2 3 4 5
as an individual / treated you as a valued customer
How satisfied are you with the way problems were resolved 1 2 3 4 5
How satisfied are you overall with the service you received 1 2 3 4 5
How satisfied are you with the speed in which the 1 2 3 4 5
service/product was delivered
How satisfied are you with the availability of the Complaint 1 2 3 4 5
Register
How satisfied are you with the general behavior of the staff 1 2 3 4 5
members

4. Do you visited any other bank for opening an account before opening it in your
current bank?
 Yes  No

Mention your Bank _____________________________________________

If Yes Which bank/s

 ICICI Bank  Syndicate Bank  United Bank of India
 HDFC bank  Bank of Baroda  Union Bank of India
 IDBI Bank  Punjab National Bank  Central Bank of India
 State Bank of India
 Others (Please Specify) ________________________________________

5. Why you chose your particular Bank?

 Trusted Bank  Word of mouth
 Employee attitude  Transparent transactions

6. Rank the following products an the scale 1 – 10

1 – Best Facility 10 – Worst Facility
Personal banking
ATM facility
Credit Card facility
Car Loan
Personal Loan
Education Loan
Housing Loan
Mortgaged Loan
Small Medium Enterprises Credit
Insurance Products

Thank You for your co-operation