QUESTIONNAIRE

FOR BANK CUSTOMERS

PERSONEL PROFILE

Name: ___________________________________________

Age: ____________________________________

Gender: ____________________________________

What is your Annual Income? Please tick the appropriate box below:

Less than Rs 1 Lakh [ ] Rs1-3 Lakhs [ ] Rs3-5 Lakhs [ ] Above Rs 5 Lakhs [ ]

Please indicate the highest level of Education completed.

Matric [ ] Under graduate [ ] Graduate [ ] Post graduate [ ] Other [ ]

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Please indicate your occupation

Service Class [ ] Business Class [ ] Professional [ ] Agriculturist [ ] Other [ ]

Please mention the name(s) of banks in which you hold an account…………………….

Since when do you have an account in this bank?

For the last year [ ] 2-3 years [ ] More than 3 years [ ]

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1) Which of the following technological channels do you prefer? Please give your
preference in numbers, for example 1 for highly preferred then 2, 3 and so on.

Technological Channels Ranking

ATM

Online Banking

Credit Cards

Smart Cards

Debit Cards

Tele Banking

Mobile Banking

2) Which of the following problems do you usually face while using technological channels
of a bank? Please rank as pr your experience, for example,1 for major problem then 2,3
and so on.

Problems Ranking

Lack of knowledge and know-how on your part

Credit/Debit/Smart Card not working

Bank’s web site not working

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 Unsuitable location of ATMs

Bank’s computers not working

No problem at all

Less number of ATMs

Time delays

ATM not working

Connectivity problem

System failure

3) How much that IT channels have improved the quality of customer services in banks?

□ Strongly Agree □ Agree □ Neutral

□ Disagree □ Strongly Disagree

4.) How much the technology has reduced the risk of thefts and frauds in banks?

□ Strongly Agree □ Agree □ Neutral

□ Disagree □ Strongly Disagree

5.) How much the customer services by automated banks is faster as compared to non IT
banks?

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□ Strongly Agree □ Agree □ Neutral

□ Disagree □ Strongly Disagree

6.) Are the staff members of automated banks skilled and trained?

□ Strongly Agree □ Agree □ Neutral

□ Disagree □ Strongly Disagree

7.) Has the technology made working with banks easy and comfortable?

□ Strongly Agree □ Agree □ Neutral

□ Disagree □ Strongly Disagree

8.) Is the transparency in banks is more as compared to non IT banks?

□ Strongly Agree □ Agree □ Neutral

□ Disagree □ Strongly Disagree

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9.) How you foresee the future of technology in Indian banks?

□ Very Bright □ Average □ Undecided □ Poor □ Very Poor

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