A STUDY ON CUSTOMER SATISFACTION TOWARDS BANKING

SERVICES OF SBI
Questionnaire

Dear respondent , please lend me few minutes for filling this questionnaire.It is strictly for academic
purpose and threfore all information provided shall be treated with maximum caution and confidentiality.
All personal data provided shall be trated collectively and not on personal levels.

Personal Profile:-

Name of the Responden:

1.Age:

2.Gender: Male/Female

3.Marital Status:

4.Education: No Formal Education/Primary School/High School/PUC/Graduation/Post

Graduation/Beyond

5.Occupation:

6. What was the single most important reason that you choose SBI bank ? [ ]

a.The brand name of the bank

b.ATM Service
c.Net banking facility
d.Location advantage
e.Any Other

7. Which type of services you are taking from the SBI bank ? [ ]
a. Saving account
b. Current account
c. NRI account
d. Fixed account

8. Since how many years you are dealing with SBI bank ? [ ]
a. 0<1 Years
b. 1<2 Years
c. 3<4 Years
d. 4<5 Years

9.Does your bank have care banking facility for the customer? [ ]
a. Yes
b. No
c. Not Aware
10. Which Service satisfies you most ? [ ]
a. ATM
b. Loan
c. Early Cheque Clearance
d. Mobile Banking

11. What is the main reason that you typically visit your Branch ? [ ]
a. To get advice for investment option
b. To enquiry about balance
c. To Withdraw cash
d. Any other please Specify

12. Are you satisfied with your financial transactions with the bank ? [ ]
a. Very Satisfied
b. Satisfied
c. Some what Satisfied
d. Dissatisfied

13. Do you use the service of alternative bank ? [ ]

a. Yes
b. No

14.What do you feel about overall service quality of your bank? [ ]

a. Good
b. Excellent
c. Very good

15.When do you think of your bank what comes first in your mind? [ ]

a. Personalized service
b. Wide branch network
c. Customer Service
d. Care Banking

Q16.Do you always get prompt service whenever you visit the branch? [ ]

a. Always
b. Often
c. Sometimes
d. Rarely

(Signature of the Respondent)

Thank you for Responding