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Reports:
• Annual Reports of the RBI (various issues) Mumbai.
• State Level Banker’s Committee Report, Kerala, (various issues) Canara Bank,
Trivandrum.
• Annual Reports of the Federal Bank Ltd. (various issues) Aluva.
• Annual Reports of the Catholic Syrian Bank. (various issues) Trichur.
• Annual Reports of the SBT (various issues) Trivandrum.
• Annual Reports of the Indian Overseas Bank (various issues) Chennai.
• Annual Reports of the Union Bank of India (various issues) Mumbai.
• Annual Reports of the State Co-operative Bank (various issues) Trivandrum.
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Trivandrum, Ernakulam and Kozhikode.
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• Report on Trend and Progress of Banking in India (various issues) RBI, Mumbai.
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Web Sites.
• www.rbi.org.in
• www.iob.in
• www.sbtr.com
• www.unionbankofindia.com
• www.federalbank.com
• www.southindianbank.com
• www.canarabank.com
Appendix – II. Interview Schedule.
(Please tick the appropriate box)
Socio Economic Status
1. a) Name ………………………………………………………
b) Address ………………………………………………………
c) Age …………………………………………………….
d) Occupation …………………………………………………….
e) Educational Qualifications…………………………………………………….
2. Do you have an account with a Commercial Bank / Co-Operative Bank?
Yes □ No □
3. How long you have been associated with this bank?
1. Less than 1 year □
2. 1-5 years □
3. 5 -10 years □
4. More than 10 years □
4. Reason for continued patronage given to this particular bank by you?
Nearness to office/residence □ Courteous service at the counter □
Efficiency □ Got accustomed to it □
5. Are the present working time of the bank suitable to you?
Yes □ No □
6. Is the space available at the bank for customers sufficient for transactions with
reasonable comfort?
Superior □ Good □ Average□ Poor □
1. Rate the following facilities available in the bank?
a) Elegant furniture for seating and writing
Superior □ Good □ Average □ Poor □
b) Fan and drinking water
Superior □ Good □ Average □ Poor □
c) Well designed counter
Superior □ Good □ Average □ Poor □
d) Parking space
Superior □ Good □ Average □ Poor □
1. Give your opinion about the attitude of the staff towards?
a) Cleanliness and upkeep of branch premises
Superior □ Good □ Average □ Poor □
Staff behaviors with customer
Superior □ Good □ Average □ Poor □
b) Prompt service by staff at counters
Superior □ Good □ Average □ Poor □
2. Give your opinion about customer guidance available in the bank?
a) Display boards at counters including type of transactions
Superior □ Good □ Average □ Poor □
b) Personal guidance of staff if needed
Superior □ Good □ Average □ Poor □
c) Manager available easily and accessible to redress grievances if any and to solve
Problems
Superior □ Good □ Average □ Poor □
d) Availability of leaflets/pamphlets on schemes/services to customers
Superior □ Good □ Average □ Poor □
e) Communication to customers relating to change in interest rates/ services charges
/Interest on loans etc.
Superior □ Good □ Average □ Poor □
12. Do you get prompt attention and efficient service across the counter?
Yes □ No □
15. Is there any transparency in banker-customer relationship? Yes □ No □
18. Is the bank computerized? Yes □ No □
19. If yes, are you getting quick and better service? Yes □ No □
23. How long does it usually take?
a) To deposit cash in your account and obtain receipt ……… ….. mts
b) To withdraw cash from your account ……………… mts
c) To get a new cheque book ……………… mts
d) For collection of local cheques ……………… days
e) For collection of outstation cheques ……………… days
24. Have you given any standing instruction to the bank like payment of LIC premium,
telephone bills etc?
Yes □ No □
26.Do you take your passbook to the bank whenever you?
a) Deposit cash Yes □ No □
b) Withdraw cash Yes □ No □
26. If yes, are entries completed and the passbook returned to you immediately?
Yes □ No □
27. If no, how often do you give your passbook for completing the entries?
Monthly □ Quarterly □ Half- Yearly □ Yearly □
28. Do you always get it completed on due dates?
Yes □ No □
29. Are you able to clearly understand the entries made in your passbook?
Yes □ No □
35. Did you borrow any loan through this bank? Yes □ No □
36. Do you feel any difficulty to get loan? Yes □ No □
37. Do you consider the charges levied by the bank reasonable for providing the
following services?
a) Remittances Yes □ No □
b) Collection of outstation cheques Yes □ No □
c) Safe deposit lockers Yes □ No □
38. During last one year did you have to complaint to the bank officials on any
matter? Yes □ No □
39. If yes, what is the nature of the complaint?
a) Misbehavior Yes □ No □
b) Error in entries Yes □ No □
c) Delay Yes □ No □
d) Any other Yes □ No □
41. How was the complaint dealt with?
a) Promptly attended to the problem and solved Yes □ No □
b) Sympathetically considered Yes □ No □
c) Not attended Yes □ No □
42. How will you rank the bank on overall performance of the customer services of
the bank?
Superior □ Good □ Average □ Poor □
44. How will you compare Co-Operative Bank with Commercial Bank?
a) Customer-Employee relation ship
Superior □ Good □ Average □ Poor □
b) Services provided
Superior □ Good □ Average □ Poor □
c) Transparency
Superior □ Good □ Average □ Poor □
Signature:
Name:
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