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Centric Analysis unpublished Doctoral Dissertation submitted to

Annamalai Uuniversity.

[2] Palanisamy, C (2012), Customer Relationship Management Practices of

the New Generation Private Banks in Cuddalore District unpublished

Doctoral Dissertation submitted to Annamalai University.

[3] Ravichandran, S (2012), Customers Perception towards E-banking

Services of the Commercial Banks in Cuddalore District unpublished

Doctoral Dissertation submitted to Annamalai University

WEBSITES

https://www.canarabank.in

https://www.indianbank.in

https://www.sbi.co.in

https://www.iob.in

https://www.icicibank.com

https://www.kvb.co.in

https://www.lvbank.com

https://www.allbanks.org

http://www.bankingindiaupdate.com/rtgs.html

294

APPENDIX I

QUESTIONNAIRE

Dear Sir/Madam

I am currently engaged in a study on SERVICE QUALITY IN RETAIL BANKING A

COMPRATIVE STUDY OF PUBLIC AND PRIVATE SECTOR BANKS IN CUDDALORE DISTRICT.

In this connection I request you to read the following items carefully and answer

them .The answers you give will be held confidential and used purely for academic

purposes. Indicate your response by tick mark.

I. Personal Information:

1. Name : ..........

2 Gender : Male [ ]

Female [ ]

3 Age : Below 20 [ ]

20 to 30 years [ ]

30 to 40 years [ ]

40 to 50 years [ ]

50 and above [ ]

4. Educational status : Up to SSLC [ ]

HSC [ ]

Graduation [ ]

Post graduation [ ]

Diploma and others [ ]

5. Monthly income (Rs.) : Below Rs. 10000 [ ]

Rs. 10000 to 20000 [ ]

Rs. 20000 to 30000 [ ]

Rs. 30000 to 40000 [ ]

Rs. 40000 and above [ ]

6. Marital Status : Single [ ]

Married [ ]

Widow and others [ ]

7. Occupation : Self employed [ ]

Salaried [ ]

Business [ ]

Housewife and Student [ ]

Retired [ ]

Agriculture and allied [ ]

295

8. Area of Residing : Rural [ ]

Semi -urban [ ]

Urban

II Information relating to bank

9. Your bank

Public Sector Bank [ ]

Private Sector Bank [ ]

10. State your source of information Friends and relatives [ ]

Bank employees [ ]

Journals and magazines [ ]

Brochure [ ]

Newspaper , TV advertising and Internet

[ ]

Employer and colleagues [ ]

11. How long have you collected information for selection of bank?

Less than 2 weeks

2 weeks-1 month

More than one month

12. What type of accounts do you hold in this bank?

(Those who are having more than one account, kindly choose that account having frequent transactions)

Fixed Deposit A/c [ ]

Saving Bank A/c [ ]

Current A/c [ ]

Recurring Deposit A/c

Demat A/c

13. How long have you held account in this bank?

Below 3 years [ ]

3 to 5 years [ ]

5 years and above [ ]

14. Have you availed any loan from your bank?

Yes [ ]

No [ ]

15. If yes, state the type of loan availed

Housing Loan [ ]

Personal Loan [ ]

Business Loan [ ]

Jewel Loan [ ]

Vehicle Loan [ ]

Agricultural Loan [ ]

296

III. State your level of importance for the following factors when you selecting a bank (Please put tick mark)

Sl.

No Factors

Highly

Important Important

Somewhat

important

Not very

important

Not at all

important

1. The interior designs are attractive and the bank is clean

2. Bank employees provide quality and variability of services at the promised time

3. Availability of locker facility

4. Competitive prices for products and services

5. Bank employees are consistently courteous

6. Availability of large number of branches with phone and internet banking

7. Bank employees are trustworthy

16. State your frequency of visit the bank:

Daily [ ]

Once in a week [ ]

2-3 times in a week

Once in a month

2-3 times in a month

Occasionally

17. What is your prime purpose for the visit of the bank?

Make Deposit [ ]

Cash withdraw [ ]

Avail loan [ ]

Repayment of loan [ ]

Fund transfer [ ]

Other [ ]

297

8. The employees are aware of special product rates (Interest, CD, savings)

9. Granting loans at the lowest rate of interest

10. Comfortable lobby area and adequate parking space

11. The employees have knowledgeable about usage of new and contemporary technologies

12. The employees adapt well to handle peak customer traffic

13. Customers feel safe in their transactions

14. Bank provides error-free records

15. Availability of ATM in several convenient locations

16. Bank employees always will to help customers

17. Efficiency in its day-to-day operations

18. The bank performs a service exactly as promised.

19. Beforehand knowledge of customers needs and wants

20. Banks advertisements are effective

21. Not delay to respond to queries and wait times are satisfactory

22. Bank employees deal with customers in a caring fashion

23. Customers requests are handled promptly

298

24. The banks considers customers wishes and needs

25. Appropriate communications to all customers

26. Convenient location and pleasant atmosphere of bank and its main branches

27. Ease of opening account and obtaining loans

28. Employees show sincere interest in solving customers complaints

29. Low service charges

30. Recommendations of friends and relatives

31. Bank working hours convenient to all customers

32. Employees give prompt service to customers

33. Paying highest interest rates on saving accounts

34. Bank employees have the customers best interest at heart

35. Bank employees give personal and individual attention

36. Banks reputation

299

IV. State your level of satisfaction regarding the following service quality of your banker (Please put tick mark)

Sl.No Variables Highly

Satisfied Satisfied Dissatisfied

Highly

Dissatisfied

I Tangibility

1. The interior designs are attractive and the bank is clean

2. Availability large number of branches with phone and internet banking

3. Comfortable lobby area and adequate parking space

4. Availability of locker facility

5. Convenient location and Pleasant atmosphere of bank and its main branches

6. Availability of ATM in several convenient locations

7. Overall satisfaction on tangibility

II Reliability

8. Bank provides error-free records

9. Efficiency in its day-to-day operations

10. Bank employees provide quality and variability of services at the promised time

11. Ease of opening account and obtaining loans

12. Paying highest interest rates on saving accounts

13. Granting loans at the lowest rate of interest

14. The bank performs a service exactly as promised

300

15. Overall satisfaction on reliability

III Empathy

16. Bank employees give personal and individual attention

17. Bank working hours convenient to all customers

18. Recommendations of friends and relatives

19. The bank considers customers wishes and needs

20. Low service charges

21. Banks reputation

22. Bank employees have the customers best interest at heart

23. Appropriate communication to all customers

24. Bank employees deal with customers in a carrying fashion

25. Overall satisfaction on empathy

IV Assurance

26. Bank employees are trustworthy

27. Beforehand knowledge of customers needs and wants

28. Banks advertisements are effective

29. Customers feel safe in their transactions

30. The employees have knowledge about usage of new and contemporary technologies

301

31. The employees are aware of special product rates (interest, CD, savings)

32. Competitive prices for products and services

33. Bank employees are consistently courteous

34. Overall satisfaction on assurance

V Responsiveness

35. The employees give prompt service to customers

36. Customers requests are handled promptly

37. Bank employees always willing to help customers

38. Not delay to respond to queries and wait times are satisfactory

39. The employees adapt well to handle peak customer traffic

40. Employees show sincere interest in solving customers complaints

41. Overall satisfaction on responsiveness

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