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questioner for management project

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8 views

Questions

questioner for management project

Uploaded by

VISHNU RAJ P
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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QUESTIONNAIRE

Dear respondents,

I am Vishnu Raj P, student of BBA.LLB 8th semester at Nehru Academy of Law, Palakkad have undertaken
a project titled “A STUDY ON CUSTOMER SATISFACTION AND PERCEPTION WITH SPECIAIL REFERENCE TO
KERALA BANK, OTTAPALAM.” Hence, I request your kind co-operation by sparing your precious time in
answering the following questions and providing information.

This questionnaire is totally regarding collection of data to analyse the customers’ problems regarding
Kerala Bank, to find out which product or service offered by Kerala Bank the customers prefer the most
and the satisfaction level of customer towards Kerala Bank.

1. Gender of the respondent?

a) Male ( ) b) Female ( )

c) Transgender ( )

2. Age group of the respondent?

a) Below 20( ) b) 20 to 29 ( )

c) 30 to 50 ( ) d) 40 to 49 ( )

e) 50 & above

3. Educational Qualification

a) 12th b) Under Graduate

c)Post Graduate

4. Occupation of the respondent?

a) Student ( ) b) Self - Employed( )

c) Employee ( ) d) Retired

e) None of the above ( )


5. Gross monthly Income of the respondent?

a) 0 to 25,000 ( ) b) 25,000 to 50,000 ( )

c) 50,000 to 75,000 ( ) d) 75,000 to 1,00,000 ( )

d) 1,00,000 & above

6. Which sector of banks do you prefer?

a) Public sector banks ( ) b) Private sector bank ( )

c) Co -operative banks ( )

7. The following are the most popular products and services provided by Kerala Bank. Which
one do you prefer the most?

a) Business Loan ( ) b) Personal Loan ( )

c) Debit Card ( ) d) Educational Loan ( )

e) Fixed Deposit ( ) f) Savings Account ( )

g) Gold Loan ( ) h) Home Loan ( )

i) Car Loan ( )

8. What would you rate the branch staff of Kerala Bank - Ottapalam based on the required
skills and knowledge regarding the products and services?

a) Very Poor ( ) b) Poor ( )

c) Average ( ) d) Good ( )

e) Very Good ( )

9. What would you rate the branch staff of Kerala Bank – Ottapalam when it comes to being
friendly and behaving in a courteous manner while dealing with you?

a) Very Poor ( ) b) Poor ( )


c) Average ( ) d) Good ( )

e) Very Good ( )

10. What would you rate the branch staff of Kerala Bank – Ottapalam when it comes to
behaving professional and having a pleasing and presentable appearance?

a) Poor ( ) b) Average ( )

c) Good ( ) d) Excellent ( )

11. What would you rate the branch staff of Kerala Bank – Ottapalam when it comes to
willingness to listen and respond to your needs on time?

a) Poor ( ) b) Average ( )

c) Good ( ) d) Excellent ( )

12. When it comes to overall appearance is the branch of Kerala Bank – Ottapalam neat and
orderly?

a) Yes ( ) b) No ( )

13. Does the branch of Kerala Bank – Ottapalam have sufficient and comfortable seating
arrangements?

a) Yes ( ) b) No ( )

14. Does the branch of Kerala Bank – Ottapalam have sufficient staff – Customer
Representatives & Tellers for your needs?

a) Yes ( ) b) No ( )
15. Does the branch of Kerala Bank, Ottapalam have convenient working hours and is
located at a convenient location to serve you?

a) Yes ( ) b) No ( )

16. How would you rate ease of access and the usefulness of Kerala Bank’s online banking
channels?

a) Very Poor ( ) b) Poor ( )

c) Average ( ) d) Good ( )

e) Very Good ( )

17. How satisfied are you with the number of services that are offered by HDFC Bank’s
online banking platforms?

a) Very Dissatisfied ( ) b) Somewhat Dissatisfied ( )

c) Neither Satisfied nor Dissatisfied ( ) d) Very Satisfied ( )

e) Somewhat Satisfied ( )

18. How satisfied are you with the services offered by HDFC Bank?

a) Very Dissatisfied ( ) b) Somewhat Dissatisfied ( )

c) Neither Satisfied nor Dissatisfied ( ) d) Very Satisfied ( )

e) Somewhat Satisfied ( )

19. How satisfied are you with the dealing of the HDFC Bank officials?

a) Very Dissatisfied ( ) b) Somewhat Dissatisfied ( )

c) Neither Satisfied nor Dissatisfied ( ) d) Very Satisfied ( )

e) Somewhat Satisfied ( )
20. From the following which problem are you facing regarding Kerala Bank?

a) Timeliness ( ) b) Customer Relationship ( )

c) Infrastructure ( ) d) Other ( )

e) None ( )

21. Would you recommend HDFC Bank as a preferred banking choice to your colleagues /
Friends / Family Members?

a) Yes ( ) b) No ( )

22. How satisfied are you with Kerala Bank when it comes to maintaining good customer
relationship?

a) Very Dissatisfied ( ) b) Somewhat Dissatisfied ( )

c) Neither Satisfied nor Dissatisfied ( ) d) Very Satisfied ( )

e) Somewhat Satisfied ( )

23. What is your overall satisfaction level rating when it comes to HDFC Bank?

a) Very Dissatisfied ( ) b) Somewhat Dissatisfied ( )

c) Neither Satisfied nor Dissatisfied ( ) d) Very Satisfied ( )

e) Somewhat Satisfied ( )

24. Which of the following services have you used at the bank? (Select all that apply)
a) Savings account b) Checking account

c) Credit card ( ) d) Mortgage ( )

e) Personal loan ( ) f) Investment services ( )

g) Others ( )

25. How likely are you to recommend this bank to others?


a) Likely ( ) b) Very likely ( )

c) Nuteral ( ) d) Unlikely ( )

e) Very unlikely ( )

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