A STUDY ON CHANGING TECHNOLOGY AND CUSTOMER NEED IN BANKING

INDUSTRY
QUESTIONNAIRES
1. Name
2.. Age
a) Below 25 years
b) 25-35 years
c) 35-45 years
d) 45-55 years
e) Above 55 years

1. Gender
a) Male
b) Female
2. Marital status
a) Married
b) Unmarried
c) Other
3. Monthly Family income
a) Less than Rs10000
b) Rs10000-20000
c) Rs20000-30000
d) Rs30000-40000
e) More than 40000

5. Education
a) Secondary
b) Higher secondary
c) Undergraduate
d) Graduate
e) Post Graduate
6. Occupation
a) Home maker
 b) Service
c) Self employed
d) Retired
e) Students

7. Which category of the banks do you consider as most technologically advanced?

a) Public sector bank
b) Private sector bank
8. Which attribute of the bank do you value the most?
a) Quality of Service
b) Technology used
c) Trust
d) Location
e) Type of the bank
9. Which factor promotes you to use the new techniques in banking?
a) Reduced time of transactions
b) Cost effectiveness
c) Ease of use
d) Technology savvy
10. How familiar are you with computer usage level of your bank?
a) No knowledge of computer
b) Beginner
c) Average knowledge
d) Advanced computer knowledge
e) Expert
11. Customer level of usage of technology
a) Connected to the Internet at home or work to do their financial transactions
b) Uses E – mail
c) ATM / Debit card service
d) Credit card service
e) Online banking services
f) E – payments
g) Electronic Fund Transfer (EFTs)/NEFT/RTGS
 ARE YOU SATISFIED THE FOLLOWING TECHNOLOGY USED BY THE
BANKING SECTOR

SL. Highly Satisfied Neutral Dissatisfied Highly

NO satisfied dissatisfied
ATM services
12 promptness of card delivery
13 number of transactions
14 the quality of notes (currency)
15 conveniently located
Internet banking Services
16 Account information and balance enquiry
17 E- payments
18 Account to Account transfer
19 Due installment enquiry
20 Statement request( by email, fax, mail)
Telephone Banking Services
21 Pleasant musical background
22 Reasonable number of voice prompts
23 Clear instructions
24 voice directions / on line directions for
new users
25 Provide additional options
Mobile Banking services
26 Reward point status
27 Prepaid Mobile Recharge
28 SMS alerts about specific information to
the bank services / new products
29 Transactions status

30 Expensive