11/25/2019 A STUDY OF CONSUMER'S SATISFACTION TOWARDS DIGITAL BANKING

SERVICES.

A STUDY OF CONSUMER'S SATISFACTION TOWARDS

DIGITAL BANKING SERVICES.
* Required

1. NAME

2. GENDER

Female
Male

3. AGE

18-25 years
26-40 years
41-55 years
more than 55 years

4. EMPLOYMENT

Student
Business
Professional
Service
Other

5. ANNUAL INCOME

Upto 100000
100000 - 300000
300000 - 500000
Above 500000

6. Do you use digital banking services provided by HDFC BANK? *

Yes
No

https://docs.google.com/forms/d/1RsDLlfHtv9sMAl3YCs4VxFbG2U2DQgM0b3uBaxr0Ibw/edit 1/
 7. According to you what is more convenient way of banking

Branch banking
Digital banking
Both

8. From how many years you are using digital banking services?

less than 1 year

1-5 years
5-10 years
10-15 years
above 15 years

9. What are your reasons for using digital banking services?

convenience
mandatory cause
low service charge
easy maintenance
24 hours access
security reasons

10. Which digital banking service do you use the most?

Net banking
Mobile banking
ATM
Instant alerts / sms query

Other:
11. For what purpose you use digital banking services of HDFC bank the most?

Money transfer
Bill pay
Balance details
Recharge
Loan related query
Payzapp
online purchasing

Other:

12. Do you use HDFC BANK's app?

Yes
No

13. Are you aware about HDFC bank digital initiatives i.e. Go Digital?

Yes
No

14. Do you use HDFC Bank Go Digital services?

Yes
No

15. Do you think HDFC bank's banking services has improved through digitization?

Yes
No

16. Please rate how much Digitization has improved the banking services?

5 star
4 star
3 star
2 star
1 star
11/25/2019 A STUDY OF CONSUMER'S SATISFACTION TOWARDS DIGITAL BANKING
SERVICES.

17. What is the level of satisfaction with HDFC Bank's digital banking services? *
Mark only one oval.
Highly satisfied
Satisfied

Neutral

Dissatisfied
Highly dissatisfied

18. Why are you not using the digital banking services provided by the HDFC BANK?

not aware
Aware but don't have sufficient knowledge to
use due to fear of loss
proper service is not provided by bank

19. Will you use digital banking services provided by HDFC BANK in the near future? *

Yes
No
may be

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