ANNEXTURE I

QUESTIONNAIRE
(CUSTOMERS)
 QUESTIONNAIRE - CUSTOMERS

Dear Sir/Madam, You are invited to participate in survey of Relationship

Marketing Strategies of selected Banks in India. Your participation in this study is
completely voluntary. There are no foreseeable risks associated with this project.
However, if you feel uncomfortable answering any questions, you can withdraw from
the survey at any point. It is very important for us to learn your opinions. Your survey
responses will be strictly confidential and used for academic purposes only. If you have
questions at any time about the survey or the procedures, you may contact Parneet
Singh Bhasin at 09814523928 or by email at bhasinparneet@gmail.com.Thank you
very much for your time and support.

PART - I : PERSONAL INFORMATION

Name

Address (Official / Residential)

Kindly provide your Contact Number(s) and your email ID:

Gender
Male Female

To which State do you belong?

Punjab Haryana Chandigarh (U.T)

Age:
Less than 20 years 20 - 30 years 30 - 40 years
40 - 50 years 50 - 60 years 60 years & above

Qualification:
Under Graduation Graduation Post Graduation
Professional Qualification Any Other__________

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Occupation:
Business Service Agriculture
Housewife Student Any Other________

Family Income (in Rs.per month):

Under Rs 20,000 Rs 20,000 - Rs 40,000 Rs 40,000 - Rs 60,000
Rs 60,000 - Rs 80,000 Rs 80,000 & above

PART - II

Do you have a Bank Account?

Yes No

Which type of bank account do you have? (You can select more than one option, if applicable)
Savings Account Current Account Fixed Deposit Account
Recurring Deposit Account Cash Credit/ Overdraft

In which of the following banks, do you own a bank account? (You can select more than one
option, if applicable)
State Bank of India & its Associates Punjab National Bank
ICICI Bank HDFC Bank

In case you have an account in more than one bank, then kindly select ONE BANK out of the
following banks, with which you are most associated with and / or transact quite frequently,
and answer the questions that follow on the basis of this choice of bank.
State Bank of India & its Associates Punjab National Bank
ICICI Bank HDFC Bank

Please state the purpose of your dealing with the bank: (You can select more than one option,
if applicable)
Small Savings Fixed Deposit Business Purpose
Loans Salary Lockers Facility
Any Other______________________________

For how long have you been a customer of the bank?

Less than 3 years 3 years to 6 years 6 years to 9 years
9 years to 12 years More than 12 years

Are you always satisfied with the services provided by your bank?
Always Often Sometimes Rarely Never

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 Who influenced you the most to deal with this bank?
Own Decision Friend Family Member Business Partner
Advertisement Employer Banks Marketing Executive
Any other________________________________

Which of the following services offered by the bank, are you using? (You can select more than
one option, if applicable)
Internet Banking ATM Service Phone Banking
Mobile Banking Demat Services Third Party Transfer
Locker Facility All the Above
Any other, Pls specify___________________________________________

Check Relationship Dimensions on different Factors/ Variables of different banks:

Strongly Agree Sometimes Disagree Strongly

Agree Disagree
ATM of the bank provides Bill payment,
money transfer facility with ease.
Bank does not includes me in its priority list
of the customers
Bank manager is always available to help in a
crisis.
Bank Provides adequate parking facility.

Bank provides proper sitting arrangement to

its customers.
Bank staff is always well dressed.

Bank uses advanced computers /information

technology to serve its clients.
Bank/Branch holds monthly meeting with its
customers.
Dcor/Layout of the bank is up to mark.

Doing banking with internet banking is more

difficult.
Front desk employees have adequate
knowledge about banking services.
Further discounts on services by my bank
help me to deal with the same bank.

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I always share new services with my
friends and relatives offered by the bank.
I am really closer to some of the employees
than to bank itself.
I am treated with respect by the bank staff.

I can rely on my bank for changing future

requirements.
I feel good when bank wishes me on special
occasions.
I feel my money is safe with the bank.

I feel that the bank does not cares about me.

I get the feeling that bank really cares about

me.
I refer banks service to my friends and
relatives.
I want my bank should offer more innovative
products in future.
I would like to buy more financial products
from the same bank in future.
I would not like to avail all new services
stated by my bank in future.
Location of ATM is always at accessible
place.
Location of the branch is approachable.

Manager does not pays attention to my

complaints, if any.
Moving my account to another bank is not
worth.
My bank does not offer me a concessional
rate of interest on term loan.
My bank does not offer me a free Demat
Account.
My bank does not offer me flexible
timing/convenient banking hours.

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My bank does not provide facility of a locker
on concessional rate.
My bank does not provide facility of a locker
on concessional rate.
My bank does not provide me overdraft
facility with savings/current account.
My bank does not update itself with the
changing environment.
My bank helps me to sort out any problem in
doing Phone Banking.
My bank helps me to sort out any problem in
doing with Internet Banking.
My bank keeps on providing information
about its new schemes regularly.
My bank offers greater deposit rate than
normal.
My bank offers zero (0) balance facility to
my family members accounts.
My bank provides all information regarding
terms & conditions about the product before
delivering.
My bank provides cash deposit or withdrawal
facility from home/work place.
My bank provides cheque collection facility
from home/work place.
My bank provides free credit card with
savings bank accounts.
My bank provides free demand draft on
savings bank Account.
My bank wishes me on various occasions.

Phone banking is more convenient.

Service counters are well labeled by bank

Today, it is more difficult and complicated to

do banking.

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 Would you like to avail the following value added features in future? (You can select more
than on option, if applicable)
Internet Banking Mobile Banking Phone Banking
Demat Services Third Party Transfer Credit Card Facility
Cheque/Cash collection from home/work All the Above
Any Other, Please specify

Public Sector Banks Vs Private Sector Banks (Please select the appropriate option)

Strongly Agree Sometimes Disagree Strongly

Agree Disagree
Private sector banks provide more rate of
interest on deposits than public sector banks.
Internet banking of private sector banks is
better than public sector banks.
Private sector banks provide solution to your
problems than more quickly public sector
banks.
Employees of public sector banks are more
knowledgeable than private sector banks.
Public sector banks are safer than private sector
banks.
Public sector banks charge less fees for their
services rather than private sector banks.
Employees of private sector banks are more co-
operative in dealing with customers as
compared to than public sector banks.

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ANNEXTURE II
QUESTIONNAIRE
(MANAGERS)
 QUESTIONNAIRE - MANAGERS
Dear Sir/Madam, You are invited to participate in survey of Relationship Marketing Strategies
of selected Banks in India. Your participation in this study is completely voluntary. There are
no foreseeable risks associated with this project. However, if you feel uncomfortable answering
any questions, you can withdraw from the survey at any point. It is very important for us to
learn your opinions. Your survey responses will be strictly confidential and used for academic
purposes only. If you have questions at any time about the survey or the procedures, you may
contact Parneet Singh Bhasin at 09814523928 or by email at bhasinparneet@gmail.com.
Thank you very much for your time and support.

Name & Address:

Gender:
Male Female

Age: ______________

Presently Employed With:

Is it a public or private sector bank?

Public sector bank Private sector Bank

Designation:

Work Experience:
Less Than 5 Yeas 5-10 Years 10 15 Years
More than 15 Years

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Qualification:

Is there any complaint management procedure implemented in your bank

Yes No Cant Say

How do your subordinates react when a new services is introduced by your bank?
Very interested in the new service.
Somewhat interested in the new service.
Neither interested nor disinterested in the service.
Disinterested in the service.
Highly disinterested in the service.

To what extent your organisation is proactive or reactive?

Almost totally reactive
Highly reactive
More proactive than reactive
Highly proactive
Almost totally proactive everything is well planned in advance.

Which of the following initiatives have been taken your bank?

Loyalty programs
Special Recognition programs
Community building Programs
Knowledge building programs
All the above.

The following set of statements relate to your feelings:

Always Often Sometimes Rarely Never

Bank provides the parking facility of its customers.

Front desk employees do not have adequate
knowledge about the banking services.
Front desk employees are always courteous with the
customers.

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Decor/layout of the bank is up to the mark.
Does your bank organize any seminar/customer
meet?
Bank does not cares for its existing customers.
Bank provides higher rates of interest than its
competitors.
Bank offers free credit card with Savings/Current
Accounts.
Bank provides free Demat account with various
other accounts.
Bank provides locker facility on discounted rates to
its existing customers.
Bank wishes his customers on different occasions?
Does your bank offers Zero (0) balance facility on
Customers family accounts?
Does your bank offer flexible timing/convenient
banking hours to the customers.
Bank does not provide overdraft facility to its
existing customers?
Is your bank providing cheque collection facility
from customers place of residence/work?
Is your bank providing the facility of cash deposit or
withdrawal from customers place of
residence/work?
Bank provides proper sitting arrangement to its
customers.
It is easy to retain customers for longer period of
time by providing more discounts on services.
Are some of the employees maintaining personal
relations with customers to deliver their
products/services?
Do you listen to the complaints of your customers?
Is your bank maintaining any priority list of its
customers?
Do your customers feel that their bank really cares
about them?

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Does your bank bother about customer satisfaction?
Service counters are well labelled by bank.
Are your employees treating their customers with
empathy?
Does your bank help the customers to work with
Technology driven Banking?

Does your bank help the customers to work with

Phone Banking?
Does your bank make you & the customers aware
about its new schemes?
Do the bank employees explain terms and conditions
to the customers about a product before delivering?

Impact of Relationship Strategies on Loyalty:

Strongly Agree Sometimes Disagree Strongly

Agree Disagree
It is very difficult to do banking through
internet?
Will internet banking be more useful in
future?
It is very difficult to do banking through
phone banking?
Will phone banking be more useful in
future?
Customers feel that their money is safe with
the bank.
Your bank updates itself with the changing
environment.
The competitors provide better services than
your bank.
Bank manager/staff is readily help their
customers in any difficulty.
The customers rely on their bank for
changing future requirements.
Bank uses advanced computer/information
technology to serve the clients.
Customer feedback procedure helps to
maintain long-term relations with the
customers.
Bank/Branch holds Monthly meeting with

x
its customers.
Relationship Managers make an effort to
build long-term relations with the
customers.
Complaint management procedure helps to
build long-term relations with the
customers.
My bank planning to establish customer
redressal cell.

Public sector banks Vs Private sector banks:

Strongly Agree Sometimes Disagree Strongly

Agree Disagree
Private sector banks provide more rate of
interest on deposits than public sector
banks.
Internet Banking service of private sector
banks is better than public sector banks.
Private sector banks are more efficient in
providing solution to your problems than
public sector bank.
Employees of public sector banks are more
knowledgeable than private sector banks.
Public sector banks are considered safer by
the customers.
Public sector bank charge less fees for their
services as compared to private sector
banks.
Employees of private sector banks are
more courteous in dealings with the
customers than those in public sector
banks.

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