Questionnaire

Dear Respondent,
I am pursuing my Ph.D. from Saurastra University, Gujarat. Topic of my Ph.D. research is
Brand Loyalty and Relationship Marketing in State Bank of India’s banking system. I
request you to allocate your valuable time to furnish details for this questionnaire.
The aim of this academic survey is to collect information from customers of the state
bank of India in Gujarat. I assure you that the information /data given by you will be
used exclusively for the academic research only

Who should fill up this questionnaire?

The aim of this academic survey is to collect information from any type of account
holder in the State Bank of India in Gujarat can fill up this questionnaire.

Privacy Policy:
Your responses will be held in strict confidence. Your personal and corporate details
will remain confidential.
Section A

Do you have bank account in State Bank of India? Yes NO

Do you hold account in more than one Bank? Yes NO

Which type of account do you have? Current Savings Salary

Since how long you are Using SBI services?

Less than 6 months 1 year 2 year 3 year or more

How often do you Every day

perform transactions
with the bank? Weekly

Monthly

Six months

Yearly

Is your bank at a convenient location? Yes No

300
How many facilities do you use of SBI ? Which other Credit Card
ATM Products of
SBI do you Mutual Fund
Net Banking use? Insurance
Mobile banking
Trading Account
Green Channel
Other investment
product ( PPF, FD’s

When do you think of SBI bank what comes first in your mind? ( Tick any One)
c
Personalised service Wide branch network Customer service

c
computerised banking Core banking Any other please specify

Section B

1. Please provide your level of agreement with statements given in table below.
Please Tick Mark (√) at appropriate place

Sr.
Disagree

Disagree
Strongly

Strongly

No Please provide your level of agreement for the

Neutral

Agree

Agree

following statements:

1 I trust my bank’s service Providers and their

Employees
2 I feel that doing business with my bank is
financial safe and their promises are Reliable
3 I feel my bank has high Integrity and has
security to protect my transactions
4 My bank have never break my trust and fulfils
its obligations
5 Overall, I trust my bank
6 Promised services had been provided
consistently on committed time
7 Employees are more reliable, taking care of
needs and committed on all transactions

301
8 The bank makes adjustments to suit my needs
9 The bank is flexible when its services are
changed and in serving my needs
10 I am proud to belong to the customer group of
my bank
11 The bank provides timely, trustworthy and
accurate information
12 The bank makes and fulfils promises
13 The Bank provides information when there is
new banking services
14 I feel ease to communicate with my bank and
employees and have personal relationship
with them
15 whenever I approach bank with questions, I
get reliable answers
16 Overall, I feel communication with bank
employees have positive impact on me. We
communicate and express our opinions to
each other frequently.
17 I feel my bank is reliable and consistence in
their services
18 I feel my bank will perform the service right in
first attempt.
19 Employees of my bank are approachable
20 My Bank make efforts to understand needs
and expectations
21 Service provided by my bank are competitive
enough.
22 The service providers seem concerned about
my problems/conflicts that arise
23 If problems/conflicts arise , the service
providers take responsibility for them
24 The service provider respond quickly to
problems/ conflicts
25 I have faith in my service provider to solve the
conflict handling
26 I would like to switch banks but I don’t know
which one to switch to
27 I sense that my bank provides me best offer
and better service in compare to other banks
because of nationalize Bank
28 Overall ATM availability of this bank is more in
compare to other banks.
29 This bank premises and is available near my
home and workplace

302
30 It takes too much time and effort to form a
relationship with a new bank and it may be
costly and risky.

Section C

1. Please provide your level of agreement with statements given in table below.
Please Tick Mark (√) at appropriate place.
Sr.

Disagree

Disagree
Strongly

Strongly
No Please provide your level of agreement for the

Neutral

Agree

Agree
following statements:

1 I feel long term orientation and bonding with

my bank) Or (bank experience of mine make
me more loyal to bank)

2 I found price worthiness factor and

involvement from my service provider

3 Even though I am aware of offers from other

banks, I instead to stay with my bank

4 I would recommend my bank to others

5 I want to be a customer of my bank because I

genuinely enjoy my relationship with this
bank. I have never seriously considered
changing bank

6 If I have chance to select the bank I will select

the same bank.

7 I am not using other bank’s product because

of my loyalty towards my bank.

Section D

2. Please provide your level of agreement with statements given in table below.
Please Tick Mark (√) at appropriate place.

Sr. Please provide your level of

Disagree

Disagree

agreement for the following

Strongly

Strongly

No
Neutral

Agree

Agree

statements:

303
1 I am satisfied with the overall
service quality offered by this
operator.

2 I am satisfied with the

professional competence of this
operator.

3 I am satisfied with the

performance of the frontline
employees of this operator.

4 I am comfortable about the

relationship with this operator

Name:

Gender ( Mark the Marital Status :

Male
appropriate answer):
Unmarried
Female
Married

Age : 18-35 Under Graduate

35-50 Graduate

50-65 Post- Graduate

Above 65 Doctorate

Qualification:

Entrepreneur Tick Up to 15,000 Tick

304
 Occupation: Salaried Family 15,000 – 25,000
Income:
Housewife 25,001 – 40000

Student 40001 – 70,000

Unemployed 70,001 & above

Thank you for your time.

305