A STUDY ON ONLINE BANKING SERVICE OF SBI CUSTOMERS IN COIMBATORE CITYQUESTIONNAIRE

1. Name of the respondent :

2. Age of the respondent:

3. Gender: Male Female

4. Marital status:

(a) Single (b) Married

5. Occupation :

(a) self employed (b) salaried (c) student

6. Educational status: (a) school (b) ug(c) pg(d) Professional

7. Family annual income

(a) below 150000(b) 150000-250000(c) 250000-350000 (d) above 350000

8. Do you have bank account?

(a) Yes(b) No

9. What type of SBI account do you have?

(a) Saving(b) Current(c) recurring (d) fixed

10. Do you have a SBI account?

(a) Yes(b) No

11. How do you know about online banking in SBI?

(a) Family & friends(b) advertisement (c) banker (d) other 12. What purpose do you use online banking in SBI?

(a) For payment(b) For transactions

13. How are you benefited by using SBIs online banking service? Please select all that apply.

(a) Convenience(b) To save time(c) e24 hour access to accounts(d) easy transactions

14. What would encourage you to use more the online banking services?(Several answers possible)

(a) Rewards (discounted fees for certain services)(b) Simpler/clearer service(c) Higher security(d) Phone aid when setting up (e) Free transactions(f) Nothing else, I already often use online banking services

15. How often do you use SBI online services?

(a) Daily(b) Weekly(c) Monthly(d) yearly(e) Never

16. If never, Why have you never used online banking services? (Several answers possible)

(a) Do not have Internet at home(b) Dont trust internet services when it comes to managing my money(c) Online services dont enable me to do what I want to do(d) I prefer to have personal human relation Find the process to difficult(e) Other, please specify:

17. What online banking operations do you use the most?(a) Telephone banking Online banking(b) Other (mail, ATM, etc.)(c) Pay bills(d) Consult balance/bank statements(e) Open an account(f) Bank transfer(g) Investments(h) Savings(i) Insurance(j) Loans and Mortgages(k) To Contact your bank advisor.(l) Visiting a branch

18. Do you trust banks that only operate online?

(a) Completely(b) Somewhat(c) Dubious(d) Not at all.

19. Do you trust the security of online banking services?

(a) Completely(b) Somewhat(c) Dubious(d) Not at all.

20. Do you think that human contact is important for banking relation?

(a) Yes(b) No

21. What is the main difficulty do you face while using SBI online banking?

(a) Overall difficulty of using online banking system(b) Lack of assistance(c) Security concerns(d) Limited service (doesnt enable all banking operations)(e) Impersonality of the service Dependence on internet service (f) Unreliable(g) No difficulties(h) i cant access the correct website

22. What are the problems faced by a person while visiting a bank branch?

(a) Distance (proximity problem)(b) Opening times (c) waiting(d) Quality of services (e) No Disadvantages

23. Please rate the following online features Excellent Good NeutralPoor N/AA. Bill paymentB. E-alertsC. Wire TransferD. Stop PaymentE. Balance InquiryF. Check Image Retrieval G. Ordering CashH. Retrieving Bank Statement

24. What type of device do you use for online banking?(a) Pc(b) Mobile (c) Tablet(d) Laptop25. Do you still visit branches since you started using your online banking?

(a) Yes(b) No

26. Overall, how satisfied are you with your online banking service?

(a) Very Satisfied(b) Satisfied(c) Neutral(d) Unsatisfied(e) Very Unsatisfied

27. What do you feel about overall service quality of your bank?

(a) Excellent (b) very good (c) good (d) average(e) poor