2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK
A STUDY ON CUSTOMER SATISFACTION
AND SERVICE QUALITY TOWARDS
ANDHRA BANK
1. 1. Name:
2. 2. Gender
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Male
Female
3. 3. Profession
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Employee
Bussiness
Student
Farmer
Housewife
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2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK
4. 4. Annual income
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Upto 2,50,000
2,50,001 - 5,00,000
5,00,001 and Above
5. 5. Do you have bank account in Andhrabank?
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Yes
No
6. 6. Name of the Bank account type: (if Yes)
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Savings account
Current account
Fixed deposit account
Recurring deposit account
7. 7. Which factors promotes you to use banking?
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Reduced time of Transactions
Cost effectiveness
Ease of use
Technology savvy
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2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK
8. 8. Are you familiar with computer usage level of your bank?
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Yes
No
9. 9. Which mode of Banking services you regularly use?
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Branch Banking
ATM
Internet banking
Mobile Banking
10. 10. How frequently do you use the following banking services per month?
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1 to 3 times 4 to 6 times 7 to 10 times Nil Regularly
Branch banking
ATM
Internet banking
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2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK
11. 11. Satisfaction level on the following services
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Highly Highly
Satisfied Neutral Dissatisfied
satisfied dissatisfied
Branch Banking
ATM
Internet
Banking
Mobile Banking
12. 12. What are the Problems you regularly faced?
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ATM problems
Internet banking Problems
Service delay
Security problems
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2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK
13. 13. What is the satisfaction level with regards to Service Quality?
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Highly Highly
Satisfied Neutral Dissatisfied
satisfied Dissatified
Bank location
Employees
Responsiveness
Problem solving
Updates
Policies and Procedure
Time bound
ATM Multiples
Green channel banking
14. 14. What are the Transaction Services charges levied?
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High Medium Low
ATM
Internet banking
E-wallet
Branch banking
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2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK
15. 15. Which of the following payment methods of transaction you choose (during
Shopping)?
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Debit/Credit card
Cash
E-banking
E-wallets
16. 16. What is the frequency of payment transactions per month?
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0 to 25 26 to 50 Greater than 50
Debit/Credit card
E-banking
E-wallets
17. 17. Which of the following payment methods are Secure?
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Highly Secure Secure Neutral Insecure Highly insecure
Debit/Credit card
E-banking
E-wallets
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2/6/2020 A STUDY ON CUSTOMER SATISFACTION AND SERVICE QUALITY TOWARDS ANDHRA BANK
18. 18. Overall rating of service delivery performance towards customers
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1 2 3 4 5
Branch banking
ATM
Internet Banking
Mobile Banking
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