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QUALITY OF MODERN BANKING SERVICES

DEMOGRAPHIC/ SOCIO ECONOMIC PROFILE OF THE RESPONDENTS

1. Age
1.18-30 years 2. 31- 40 years 3. 41 – 50 years
4.51 – 60 years 5.Above 60 Years
2. Gender
1.Male 2.Female
3. Marital Status
1.Single 2.Married 3.Divorced
4. Educational Qualification
1.Schooling 2.Diploma 3.Graduation
4.Post Graduation 5.Professional Degree
5. Employment
1.Agriculture 2.Self Employed/Business 3.Professionals
4.Private Organization employee 5.Government employee 6. Retired
6. Area of Residence: ________________
7. Number of dependent family members
1. One 2. Two 3. Three 4. Four and Above 5.none
8. Monthly Income of the family(Rs.)
1.Below 10000 2.10001-25000 3.25001-50000
4.50001-75000 5.above 75000
9. Average Monthly Expense of the family (Rs)
1. Upto Rs.1000 3. Rs.1001-2000 4.2001-3000 5.Above Rs.5000
10. Which banking service you are prefer the most?
1.Trditional 2.Modern
11. Which of the following Modern Banking Services you are relay for transactions?
1. Credit Card 2. Debit Card 3.Mobile Banking
4. Internet Banking

State your opinion on Quality of Modern Banking Services


Strongly Disagree = SD, Disagree = D, Neither agree nor disagree = N, Agree = A
and Strongly Agree = SA.

SD D N A SA
Efficiency
12. The web site of banks makes easy to find what the user
need
13. Modern banking services makes easy to get anywhere
14. Modern banking services enables to complete a
transaction quickly.
15. It is simple to use
System Availability
16. The modern banking services are always available
17. The bank’s web site launches and runs right away.
18. The bank’s web site does not crash
19. It is access in anywhere
Fulfillment
20. It has to delivers services when promised
21. Records at modern banking are always accurate
22. Bank’s web site makes accurate promises about
delivery of service
23. It promptly informs about important situations
(payments, balance and etc.)
Privacy
24. The bank protects information about the web-shopping
behaviour.
25. The bank does not share the personal information with
other sites.
26. The bank’s web site protects information about the
credit cards
Responsiveness
27. The bankers promptly responds to the requests and
questions which made by e-mail or other channels with
regards to modern banking services
28. The modern banking services tells what to do if the
transaction is not processed.
29. It takes care of problems promptly
Compensation
30. It compensates for problems it Creates
31. It compensates when the transactions are not completed on
time
Contact
32. It provides a telephone numbers for assistance
33. It has customer service representatives available online
as a helpdesk
34. It facilitates to speak and clarify problem with an official

Give any Suggestions/Opinion relevance to the study


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