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QUESTIONNAIRE A CRITICAL STUDY OF RETAIL BANKING GROWTH IN NAGPUR CITY IDENTIFICATION DATA Name: - ________________________________________________ Address: -_______________________________________________ Contact

No.: - ___________________________________________ Age: - 18-25 25-35 35-45 Graduate 45-55 Post Graduate 55 & above Other

Qualification: - X XII (Specify)_______________ Gender: - Male Female

Occupation: - Salaried Profession (Specify) __________________

Self-Employed

Other

Annual Income:- less than 50,000 50,000-1,00,000 3,00,000-6,00,000 more than 6,00,000 No. of Dependents: -0-2 2-5 5-10

1,00,000-3,00,000

more than 10

SAVING Saving Account 1. Why have you preferred this bank? a) Trust b) Advertisement c)Near to your residence/office Account e) Recommendation by others f) Other (Specify)____________________ 2. Average quarterly balance is a) High b) Medium c) Low 3. Are you aware of net banking facility? a) Yes b) No 4. Do you use net banking facility? a) Yes b) No 5. Do you feel safe while doing transaction through net banking? a) Yes b) No 6. Net banking is time-saving and user-friendly process? a) Yes b) No

d) Salary

7. Are you aware of mobile banking facility? a) Yes b) No 8. Do you use mobile banking facility? a) Yes b) No 9. Do you feel safe while using mobile banking facility? a) Yes b) No 10. Do you get instant information by using mobile banking facility? a) Yes b) No 11. Mobile banking is a time-saving and user-friendly process? a) Yes b) No 12. Are of satisfied with number of ATMs? a) Yes b) No 13. Have you faced any problem while using ATM? a) Long queue b) No cash c) Connectivity error d) Unable to transaction slip e) Machine not working f)Other (Specify) ____________________________ 14. Are you aware of interest rate? a) Yes b) No 15. Do you receive account statement on time? a) Yes b) No

Current Account 16. Why have you preferred this bank? a) Trust b) Advertisement c)Near to your residence/office Account e) Recommendation by others f) Other (Specify)____________________ 17. Average quarterly balance is a) High b) Medium c) Low 18. Are you aware of net banking facility? a) Yes b) No 19. Do you use net banking facility? a) Yes b) No 20. Do you feel safe while doing transaction through net banking? a) Yes b) No 21. Net banking is time-saving and user-friendly process? a) Yes b) No 22. Are you aware of mobile banking facility? a) Yes b) No

d) Salary

23. Do you use mobile banking facility? a) Yes b) No 24. Do you feel safe while using mobile banking facility? a) Yes b) No 25. Do you get instant information by using mobile banking facility? a) Yes b) No 26. Mobile banking is a time-saving and user-friendly process? a) Yes b) No 27. Are of satisfied with number of ATMs? a) Yes b) No 28. Have you faced any problem while using ATM? a) Long queue b) No cash c) Connectivity error d) Unable to transaction slip e) Machine not working f)Other (Specify) ____________________________ 29. Have you availed overdraft or cash credit facility? a) Yes b) No 30. Do you receive account statement on time? a) Yes b) No

Recurring Account 31. Why have you preferred this bank? a) Trust b) Advertisement c)Near to your residence/office Account e) Recommendation by others f) Other (Specify)____________________ 32. Are you aware of interest rate? a) Yes b) No

d) Salary

33. Duration of recurring deposit account a) 0-6 months b) 6-12 months e) 24 months & above

c) 12-18 months

d) 18-24 month

Fixed Account 34. Why have you preferred this bank? a) Trust b) Advertisement c)Near to your residence/office Account e) Recommendation by others f) Other (Specify)____________________

d) Salary

35. Are you aware of interest rate? a) Yes b) No 36. Have you faced any problem at the time of maturity? a) Yes b) No 37. Pre-mature withdrawal facility available? a) Yes b) No 38. Any penalty for pre-mature withdrawal? a) Yes b) No 39. Are you aware about amount or percentage of penalty on pre-mature withdrawal? a) Yes b) No

LOANS Home loan 40. Why have you preferred this bank? a) Trust b) Advertisement c)Near to your residence/office d) Salary Account e) Recommendation by others f) Other (Specify)____________________ 41. Is application form and documentation procedure user-friendly? a) Yes b) No 42. Disbursement of loan is a) Easy b) Complicated 43. Does bank employee ask for bribe at the time of processing or disbursement of loan? a) Yes b) No 44. Are you aware of interest rate? a) Yes b) No 45. Interest rate is a) Fixed b) Floating 46. How much is the EMI? a) 0-5,000 b) 5,000-10,000 c) 10,000-15,000 d)15,000-20,000 e) Above 20,000 47. Time duration of loan a) 0-5 yrs b) 5-10 yrs c) 10-20 yrs d) 20 and above 48. Are you aware how much is the interest part on your loan EMI? a) Yes b) No 49. How much was the percentage of down payment? a) 0-10% b) 10-20% c) 20-30% d) 30% and above 50. Are you aware of documentation fees? a) Yes b) No

51. Awareness about charges for pre-payment of loan? a) Yes b) No 52. Does bank employee make false commitment? a) Yes b) No 53. Commitment made by bank employees is fulfilled? a) Yes b) No 54. Are bank employees willing to manipulate documents for sanctioning loan? a) Yes b) No 55. Have you made a default in paying EMI? a) Yes b) No 56. Penalty in case of default

57. Formalities required for loan: a) ID proof b) Address proof c) Income proof d) Bank statement e) Photo f) Other (Please specify) ____________________________________ 58. How much is the time required for sanctioning the loan? a) 0-15 days b) 16-20 days c) 21-45 days d) more than 45 days 59. Loan disbursement is made in a) Lump sum b) Instalment 60. Problem faced after sanctioning of loan.

61. Do bank demand security for sanctioning the loan? a) Yes b) No

Auto loan 62. Why have you preferred this bank? a) Trust b) Advertisement c)Near to your residence/office d) Salary Account e) Recommendation by others f) Other (Specify)____________________ 63. Is application form and documentation procedure user-friendly? a) Yes b) No 64. Disbursement of loan is a) Easy b)Complicated 65. Does bank employee ask for bribe at the time of processing or disbursement of loan? a) Yes b) No

66. Are you aware of interest rate? a) Yes b) No 67. Interest rate is a) Fixed b) Floating 68. How much is the EMI? a) 0-5,000 b) 5,000-10,000 c) 10,000-15,000 d)15,000-20,000 e) Above 20,000 69. Time duration of loan a) 0-1 yrs b) 1-2 yrs c) 2-5 yrs d) 5 yrs and above 70. Are you aware how much is the interest part on your loan EMI? a) Yes b) No 71. How much was the percentage of down payment? a) 0-10% b) 10-20% c) 20-30% d) 30% and above 72. Are you aware of documentation fees? a) Yes b) No 73. Awareness about charges for pre-payment of loan? a) Yes b) No 74. Does bank employee make false commitment? a) Yes b) No 75. Commitment made by bank employees is fulfilled? a) Yes b) No 76. Are bank employees willing to manipulate documents for sanctioning loan? a) Yes b) No 77. Have you made a default in paying EMI? a) Yes b) No 78. Penalty in case of default

79. Formalities required for loan: a) ID proof b) Address proof c) Income proof d) Bank statement e) Photo f) Other (Please specify) ____________________________________ 80. How much is the time required for sanctioning the loan? a) 0-15 days b) 16-20 days c) 21-45 days d) more than 45 days 81. Loan disbursement is made in a) Lump sum b) Instalment 82. Problem faced after sanctioning of loan.

83. Do bank demand security for sanctioning the loan? a) Yes b) No

Consumer durable loan 84. Why have you preferred this bank? a) Trust b) Advertisement c)Near to your residence/office d) Salary Account e) Recommendation by others f) Other (Specify)____________________ 85. Is application form and documentation procedure user-friendly? a) Yes b) No 86. Disbursement of loan is a) Easy b)Complicated 87. Does bank employee ask for bribe at the time of processing or disbursement of loan? a) Yes b) No 88. Are you aware of interest rate? a) Yes b) No 89. Interest rate is a) Fixed b) Floating 90. How much is the EMI? a) 0-5,000 b) 5,000-10,000 c) 10,000-15,000 d)15,000-20,000 e) Above 20,000 91. Time duration of loan a) 0-6 months b) 6-12 months c) 12-18 months d) 18 months and above 92. Are you aware how much is the interest part on your loan EMI? a) Yes b) No 93. How much was the percentage of down payment? a) 0-10% b) 10-20% c) 20-30% d) 30% and above 94. Are you aware of documentation fees? a) Yes b) No 95. Awareness about charges for pre-payment of loan? a) Yes b) No 96. Does bank employee make false commitment? a) Yes b) No 97. Commitment made by bank employees is fulfilled? a) Yes b) No 98. Are bank employees willing to manipulate documents for sanctioning loan? a) Yes b) No 99. Have you made a default in paying EMI? a) Yes b) No 100. Penalty in case of default

101.

102. 103. 104.

Formalities required for loan: a) ID proof b) Address proof c) Income proof d) Bank statement e) Photo f) Other (Please specify) ____________________________________ How much is the time required for sanctioning the loan? a) 0-15 days b) 16-20 days c) 21-45 days d) more than 45 days Loan disbursement is made in a) Lump sum b) Instalment Problem faced after sanctioning of loan.

105.

Do bank demand security for sanctioning the loan? a) Yes b) No

Personal loan 106. Why have you preferred this bank? a) Trust b) Advertisement c)Near to your residence/office d) Salary Account e) Recommendation by others f) Other (Specify)____________________ Is application form and documentation procedure user-friendly? a) Yes b) No Disbursement of loan is a) Easy b)Complicated Does bank employee ask for bribe at the time of processing or disbursement of loan? a) Yes b) No Are you aware of interest rate? a) Yes b) No Interest rate is a) Fixed b) Floating How much is the EMI? a) 0-5,000 b) 5,000-10,000 c) 10,000-15,000 d)15,000-20,000 e) Above 20,000 Time duration of loan a) 0-6 months b) 6-12 months c) 12-18 months d) 18 months and above Are you aware how much is the interest part on your loan EMI? a) Yes b) No

107. 108. 109.

110. 111. 112.

113.

114.

115. 116. 117. 118. 119. 120. 121. 122.

How much was the percentage of down payment? a) 0-10% b) 10-20% c) 20-30% d) 30% and above Are you aware of documentation fees? a) Yes b) No Awareness about charges for pre-payment of loan? a) Yes b) No Does bank employee make false commitment? a) Yes b) No Commitment made by bank employees is fulfilled? a) Yes b) No Are bank employees willing to manipulate documents for sanctioning loan? a) Yes b) No Have you made a default in paying EMI? a) Yes b) No Penalty in case of default

123.

124. 125. 126.

Formalities required for loan: a) ID proof b) Address proof c) Income proof d) Bank statement e) Photo f) Other (Please specify) ____________________________________ How much is the time required for sanctioning the loan? a) 0-15 days b) 16-20 days c) 21-45 days d) more than 45 days Loan disbursement is made in a) Lump sum b) Instalment Problem faced after sanctioning of loan.

127.

Do bank demand security for sanctioning the loan? a) Yes b) No

Credit Cards 128. Why have you preferred this bank? a) Trust b) Advertisement c)Near to your residence/office Salary Account e) Recommendation by others f) Other (Specify)____________________ Are you aware of billing cycle/period? a) Yes b) No

d)

129.

130. 131. 132. 133. 134. 135. 136. 137. 138. 139. 140. 141. 142. 143. 144. 145.

Are you aware of late payment fees and interest charges? a) Yes b) No Do you feel that late payment fees and interest charged are high? a) Yes b) No Do sales executive make false commitment while selling credit cards? a) Yes b) No Do you receive credit card statement regularly and on time? a) Yes b) No Are you aware of credit limit of your credit card? a) Yes b) No Are you aware of benefits of credit cards? a) Yes b) No How frequently you use your credit card in a month? a) 0-4 times b) 4-8 times c) 8-12 times d) more than 12 times Awareness of cash withdrawal facility? a) Yes b) No Awareness of interest rate on credit cards? a) Yes b) No Awareness of customer care number in case of loss? a) Yes b) No Do you read terms and conditions before signing the application form? a) Yes b) No Do you feel that products and services of retail banking have grown? a) Yes b) No Has technology played an important role in development of retail banking? a) Yes b) No Has competition played an important role in development of retail banking? a) Yes b) No Are customers benefitted due to growth and competition among banks? a) Yes b) No Are you aware of charges for Loss of card Non-maintenance of Average Quarterly Balance Duplicate statement Maintenance charges Clearing of out-station cheques etc a) Yes b) No

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