QUESTIONNAIRE

Sir/madam,
As a part of my M.B.A., I am doing my project on the topic CUSTOMERS PERCEPTION TOWARDS MOBILE MESSAGING TECHNOLOGY AND NET BANKING IN PROMOTING CUSTOMER RELATIONSHIP MANAGEMENT WITH SPECIAL REFERENCE TO SOUTH INDAIAN BANK . For the successful completion of my project I would like to get your opinions & suggestions & request to co-operate for filling my questionnaire. By Varghese pius

Name: .......................................................................... Gender: Age: Male Female 41- 60 above 60 Graduate Others

Less than 20 21-30 31-40

Educational qualification: SSLC

Pre-degree/plus two Professional dgree

Post Graduate Occupation: Entrepreneur

Employment

Retired housewife

Finance & investment Professional Other professional Annual income: Less than 2 lakh 2-5 Net Wealth: 1-10 Lakh 10-30 5-10 10-25 30-70 70-1cr

25 & above above 1 cr

1) Which commercial bank do you think provide better services?

a)Private Banks b)Public Banks c)Foreign Bnks

2) Purpose of visiting the bank? a)Mega size deposits b)Mega size withdrawls c) Making Withdrawls d) Getting loans and advances e) To access lockers 3) Preference of Ebanking ? a) ATM b) Credit cards c) Debit cards d) Mobile Banking e) Net banking 4) Please rate your preference for the Banking services on a scale of 1 to 10

Banking Services

Your preference for the banking services on a scale of 1 to 10

Check Balances Online Online Bill Payment Seeking Product & Rate information Calculate Loan payment information Fund transfer Online shopping

Others specify.

5) What were your reasons for choosing our online banking services?

Convenience

To save time 24 hours acces to accounts other

6) How often do you use our online services ? Daily Weekly Monthly Occasionaly 7)Please rate the following features ? Excellent Bill Payment E-alerts Balance inquiry Ordering cash Retreving Good Neutral Poor Very Poor

8) What was the single most important reason that you chose this particular bank as your internet bank? a) I have a traditional bank a/c with the same bank b) The brand name of the bank

c) The excellent service offered by this bank d) More interest rate

e) Others specify .

9)Frequency of using e-banking services(ATM,Credit Cards, Debit Cards, Mobile Banking, Online Banking, Smart card,Tele banking)? a) Less than 5 times b)10 to 15 times c) Regularly d) Not at all

10)How would you describe your views about variety of transactions in your banks internet banking websites? a) Very satisfied b) Satisfied c) Neutral d)not satisfied e) Dissatisfied

11) How would describe your views about Visual design in your banks internet banking websites? a) Very satisfied b) Satisfied c) Neutral d)not satisfied e) Dissatisfied

12)Speed of page loading in your banks internet banking websites? a) Very satisfied b) Satisfied c) Neutral d)not satisfied e) Dissatisfied

13) How would you describe your views about ease of navigation in your banks internet banking websites ? a) Very satisfied b) Satisfied c) Neutral d)Not satisfied e) Dissatisfied

14)How would you rate online shopping and benefits as a reason for opening an internet banking accounts? a) Very satisfied b) Satisfied c) Neutral 15) Problems in using e-banking ? a) Inadequate knowledge b) Lack of Knowledge c) Not enough ATM centres d)unsuitable location of ATM e) N problem 16) Do you use your mobile phones to do your banking? a) Yes b) No d)not satisfied e) Dissatisfied

17) Which of the following mobile banking features would you use? a) Balance inquiry

b)Email & Text alerts c) Internal Account Transfer d) Bill payment

18) Do you still visit our branches since you started using our online banking ? a) Yes b) No

19) Overall how satisfied are you with our online banking services? a) Very satisfied b) Satisfied c) Neutral 20) Comments and suggestions .. .. d)not satisfied e) Dissatisfied