questionnaire part – i - shodhganga : a reservoir of...
TRANSCRIPT
334
QUESTIONNAIRE
Part – I
Please make a ( ) mark in the appropriate space provides
1. Age : Below 20
21 to 30
31 to 40
41 to 50
Above 50
2. Gender : Male
Female
3. Qualification : School level
Graduate
Post Graduate
Professional
Others
4. Employment status : Salaried
Business
Professional
Retired
Housewife
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5. Marital status : Single
Married
Others
6. No. of Dependents :
7. Status of spouse : Employed
Unemployed
8. Income level (annual) : Less than Rs.1,00,000/-
Between Rs. 1,00,000 – 3,00,000/-
Above 3,00,000/-
Part II – Customer Usage of Products & Services
Please make a ( ) mark in the appropriate space provides
9. Your usage of services in SBI : Very Frequently
Frequently
Rarely
10. Mode of Products / Services use : Net Banking
Visiting branches
Both
11. Tick the type of A/c holding / Products in the appropriate space :
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Traditional Products Yes No
SB A/c
Current A/c
FD A/c
RD A/c
OD A/c
Loan A/c:
PPF A/c
IT based Products
Term Deposits
Special Term Deposits
Savings Account
Tax saving scheme
SBI MODS (Multiple option deposit scheme)
Trading A/c
Re-investment plan
Recurring Deposit
Annuity Deposit scheme
SBI Flexi Deposit scheme
Current Account
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Premium Savings Account
Savings plus Account
Rent plus scheme
Medi-plus scheme
Basic Banking –No frills account (only in SBI)
Yuva savings bank Account
Life – plus Senior citizen scheme
Young stars savings account
ESCROW account
Salary account (Corporate and Govt employees)
Money multiplier facility
Demat A/c
Trading A/c
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Part III – Services Offered
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Kinds of Card services Yes No
Credit card
ATM cum Debit card
Cash + international
Travel card
International ATM cum Debit Card
Gold International Debit card
Smart Card
Gift Card
SBI Yova Card
EZ –pay card
SBI Vishwa Yatra foreign Travel Card
Corporate cards
Prepaid cards (Pay direct, Meal card, Gift card)
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Other Services
Internet banking services
Online trading services
Mobile banking
Demat service
Trading services
ATM services
Investment services
Cash management services
Broking services
Core banking servicer
RTGS and NEFT services (Real time gross settlement / National Electronic fund transfer)
E – Invest (IPO)
Magnetic Ink Character Recognition (MICR)
Multi City cheques (MCC)
RBIEFT (Interbank electronic funds transfer facility)
ERAIL (Electronic Rail booking)
EPAY
ECS (Electronic clearance system)
Tele banking / Mobile
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SMS services
Foreign Inward remittance
Safe deposit locker remittance
Gift cheques
NRI services
Remittance
Other services
Part IV – Customer satisfaction on I.T. based products and services
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12.1.Computerized services at branch Level.
Highly
Satisfied Satisfied
Moderately
satisfied Dissatisfied Highly
Dissatisfied
I. The Payment System
Utility Bills Payments
Passbook entries
Electronic Cheque Clearances
FD receipts issue
ATM statement
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availability
Withdrawal of Cash
MICR clearing system
II. The Settlement System
Electronic Debit Clearing
Electronic Credit Clearing
Electronic Documents Management
RTGS (Real Time Gross Settlement)
Credit card Payments
Debit Card payments
Smart cards
Draft Issue(Purchase of Drafts)
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III. Centralized
funds management system
24 hrs banking service
Ac to AC transfer of funds
Branch to Branch transfer of Funds
Bank to Bank transfer of Funds
Preparation of vouchers
Electronic Funds Transfer
IV. Structured financial messaging solutions
Interactive voice response
Telephone banking system
Securing message for funds transfer
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V. Internet system
To view accounts
Remote banking services
EDI (Electronic Data Information) Developments
email management
VI. Debit card management solution (manages the lifecycle of ATMs and Debit cards)
To Get account statements
Biometric ATMs for Rural Banks
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Network based fraud deduction system
12.2. Core Banking (Services offered)
Access to transactions from any branch
Satisfaction towards Depositing and Lending of money Deposit of Funds
Satisfaction towards the reduction of costs
Satisfaction towards the reduction of risks
Satisfaction towards the reduction of time
Satisfaction towards parallel working on different issues
Satisfaction towards increase in efficiency
Satisfaction towards the overall SOA (Service Orientated Architecture)
12.3.ATMs (All services through ATMs)
ATM credit card and
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Debit card acceptance
ATM card issue duration
Cash Withdrawal Duration
Balance Enquiry
Receipt Of Mini Statement
Maximum limit per withdrawal
ATM locations
Guidelines for card usage
Charges for card usage
Lost card request to make Hot card
Replacement of Lost / damaged ATM card
Validity of ATM card
Maintenance of secrecy of PIN
Providing Tips for taking precautions about safe keeping of card
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Change of PIN as and
when required
Credit card payments through ATM
LIC
Shopping bills
Offering of freedom points
Regarding redumption of points
12.4.Internet Banking
New account opening
Cost incurred towards checking
Information provided about account
Security.
Specification of the types of transactions offered
Operational and
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transactional cost
Incurred
About ability to make transactions
Involving large amounts of assets instantaneously.
Regarding remote account access
Availability of inquiry and transactions
Services around the clock
World wide connectivity
Regarding easy access to account data both recent and historical
Regarding self account funds transfer
Regarding third party transfers in the same branch
Regarding direct customer control of international movement of funds with out intermediator
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Paying bills
Viewing and checking savings account balances
Paying mortgages
Purchasing financial instruments and certificate of deposits
Providing information about the investments in different financial products
Booking tickets (E- Ticketing)
E- Tax payments
EZ Trade
RTGS (Real time gross settlement)
E – Payment
E – Invest (IPO)
RBI EFT (Inter banking electronic fund transfer of the RBI)
Demand draft request
Standing instructions provided
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New cheque book request and much more
Credit card dues payments
Remittance to PPF account
Utility bills payments
Insurance premium payments
Payment of Donations to religious and Organisation
Setting SMS alerts for transaction details
Mutual funds investments
De –mat account services
Trading Account services
Submission of on – line request for the following.
1.Stop payment of cheque
2.Cheque book replenishment
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3.Demand draft / Pay order.
Round the clock service availability.
12.5.Mobile/SMS (service)
Checking of account balances
Payables details
Transfer of funds
View balances towards saving account
View balances of credit card
View balances of Mortgage
View balances of any loan
Transfer of money between two accounts
Service related to Automatic voice respond system
351
Part V – Overall satisfaction
Please make a ( ) mark in the appropriate space provides
13.Overall customer
satisfaction variables Highly
Satisfied Satisfied Neutral Dissatisfied Highly
Dissatisfied
1.Adoption of technology in a bank
2. Accebility / real time response
3. Service quality
4. Transparent information
5. Variety of product design and
services
6. Variety of product and services
Delivery
7. Employee attitude towards
Customer complaints
8. Employee willingness to help
Customers
9. Employee attitude towards attention
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Of customers needs
10.Curtosy of bank staff towards
Customer
11.Regulatory norms
12. Security and safety
13.Customer convenience
14. Service charges
15.status of bank
16. Quickness of service
17.Authentication
18. Trust
19.Privacy
20.Availability of information
21. Reliability
22.Answering e mail
23.Well understood relationship
24.Overall performance quality
25. Economy banking with out visiting bank.
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14. State your Grievances if any towards the services of SBI ?
15. State your opinion regarding the response of addressing ombudsman
(complaint cell) for the complaints / grievances over E –mail ?
16. Give your suggestion to improve the service of SBI?