QUESTIONNAIRE

QUESTIONNAIRE

Age

::

Educational Qualification::

Sex

::

Marital Status

::

Occupation

::

Annual Income (in Rs) ::

Size of the Family

::

No of dependents

::

I..Do you have any deposit

account with Karur Vysya Bank?

Yes/No

If Yes type of the deposit account

1. Savings

2. Current

3. Rainbow Savings

4. Freedom Savings Account

5. Any other

II. Did you obtain any loan from

Karur Vysya Bank ?

Yes/No

If Yes particulars of the loan account.

1. Type of Loan

2. Purpose of the Loan

3. Loan Amount in Rs.

4. Rate of interest

5. Repayment Period

III. How do you feel about the services

rendered by the Karur Vysya Bank?

1. Satisfactory

2. Unsatisfactory

3. Excellent

4. Inferior quality

5. Moderate

IV. How do you feel about the Behaviour

of the staff in the Karur Vysya Bank?

1. Polite

2. Polite and courteous

3. Rude

4. Indifferent

5. Any Other

V. Are you aware of the Customer meet

organised by Karur Vysa Bank?

Yes/No

If yes, how many times you have

participated in the customers meet?

VI. Do you find the customers meet helps

improving the customer relationship?

Yes/No

If yes what are the reasons ?

1. It is a time to interact about each other.

2. Bankers problems also can be known clearly.

3. Customers suggestions also considered

4. Introduction of any new products/services

5. Any other (please specify)

If No what are the causes ?

1. It is a time wasting process.

2. Is conducted just as a matter

Of routine

3. They invite only big customers

4. It may not reflect all the customers

opinions.

5. Any other (please specify)

VII. How do you consider the documentation

procedures in the Karur Vysya Bank ?

1. Simple

2. Very easy to understand

3. Cumbersome

4. Lengthy procedure

5. Any other (please specify)

VIII. Did you experience any difficulty in

operating your account ?

Yes/No

If Yes the nature of the difficulty

1. Staff ( indifferent attitude of the staff)

2. Lack of basic amenities in the bank.

3. Inordinate delays

4. Procedural rigidities

5. Any other (please specify)

IX .If you experience any of the above

Difficulty, what did you do?

1. Lodged complaint with Branch Manager

2. Lodged complaint with the Branch Top

Management

3. Filing suit in the Consumer Courts

4. Amicably settled with the co-operation

the bank staff

5. Any other(please specify)

X. If you lodged complaint with the top management

what was the outcome?

1. Issue was sorted

2. Issue was not settled

3. Prompt action taken

4. Change in the attitude of the management

5. Any Other (please specify)

XI Are you availing of the latest services rendered by

the bank

1. RTGS

2. EFT

3. Internet Banking

4. Mobile Banking

5. Any Other (please specify)

XII Are you availing ATM services of the Bank?

Yes/No

If yes have you faced any problem with the ATM

Yes/No

If yes have you lodged complaint with whom?

1 Lodged complaint with Branch Manager

2. Lodged complaint with the Branch Top

Management

3. Filing suit in the Consumer Courts

4. Amicably settled with the co-operation

the bank staff

5. Any other(please specify)

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