1.

Name:
2. Phone No.:
3. Status:
Individual Firm Company Other (specify)
4. Occupation:
(if business please specify the nature of business)
5. Which type of account do you have
Savings
Current
6. Kindly mention your average annual income
 Less than 5 lacs
 More than 5 lacs, less than 10 lacs
 More than 10 lacs, less than 20 lacs
 More than 20 lacs
7. Did you felt any difficulty in opening your account
 Yes
 No
8. Do you use Internet Banking/ Mobile Banking
 Yes
 No

9. How much time does your bank takes for Funds Transfer (NEFT/RTGS)
 Less than 3 hours
 More than 3 hours less than 5 hours
 Within a day
 Within 2 or 3 working days

( Do you know you can do all Kinds of transfer from HDFC NET BANKING within a few minutes only)

10. How much time do you spend in bank for DDs

 Less than 1 hour
 More than 1 hour less than 3 hours
 More than 3 hours
 Within a day

( Do you know you can get you DDs delivered at any address with HDFC net banking without even stepping out of
you home)

11. LEVEL OF USAGE OF TECHNOLOGY

NET BANKING

 Frequently used
 Moderately Used
 Rarely used
 12. ATM Services( Debit/Credit Card)
 Frequently used
 Moderately Used
 Rarely used

13. E payments
 Frequently used
 Moderately Used
 Rarely used

14. NEFT/RTGS
 Frequently used
 Moderately Used
 Rarely used

15. Mobile Banking

o Frequently used
o Moderately Used
o Rarely used

16. SATISFACTION OF TECHNOLOGY USAGE

17. Net Banking

Account info and balance enquiry

 Highly satisfied
 Workable
 Not satisfied

E payments

o Highly satisfied
o Workable
o Not satisfied

Third Part Transfers

o Highly satisfied
o Workable
o Not satisfied
 18. Statement Requests
o Highly satisfied
o Workable
 Not satisfied
19. ATM Services
o Highly satisfied
 Workable
o Not satisfied
20. Promptness of card delivery
o Highly satisfied
o Workable
o Not satisfied
21. No. of transactions
 Highly satisfied
 Workable
 Not satisfied
22. Quality of notes
 Highly satisfied
 Workable
 Not satisfied
23. Conventiently located
 Highly satisfied
 Workable
 Not satisfied

24. PROBLEMS WITH TECHNOLOGY USAGE

ATM Problems

 Cards get blocked

 Machine out of cash
 Non printing of statement
 Machine out of order

Net Banking

 Not providing information

 Slow responsiveness
 Leaving the operation unfinished
 Too many steps in processing of transactions
25. SATISFACTION LEVEL OF VARIOUS SERVICES
TANGIBILTY
 Highly satisfied
 Workable
 Not satisfied
26. RELIABILITY
 Highly satisfied
 Workable
 Not satisfied
27. RESPONSIVENESS
 Highly satisfied
 Workable
 Not satisfied
28. ASSURANCE
 Highly satisfied
 Workable
 Not satisfied
29. EMPATHY
 Highly satisfied
 Workable
 Not satisfied
30. EFFICIENCY
 Highly satisfied
 Workable
 Not satisfied
31. ACCURACY
 Highly satisfied
 Workable
 Not satisfied
32. SECURITY
 Highly satisfied
 Workable
 Not satisfied
33. EASY AND CONVINIENT BANKING
 Highly satisfied
 Workable
 Not satisfied
34. CUSTOMER SERVICES
o Highly satisfied
o Workable
o Not satisfied

35. What are your suggestions for higly efficient and consumer friendly Banking services