CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES OF THE COMMERCIAL BANKS IN PERAMBALUR DISTRICT

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1 CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES OF THE COMMERCIAL BANKS IN PERAMBALUR DISTRICT Questionnaire I. Personal Information: 1. Name of the customer : 2. Gender : Male [ ] Female [ ] 3. Age (in years) : Up to 30 [ ] [ ] [ ] Above 50 [ ] 4. Educational status : Up to H.Sc [ ] ITI/Diploma [ ] Degree [ ] Post Graduation & above 5. Occupation : Employed [ ] [ ] Business [ ] Profession [ ] Others [ ] 6. Monthly income (Rs.) : 5000 and below [ ] [ ] [ ] Above [ ]

2 satisfied Neither satisfied nor 7. Bank which you belong : Indian Overseas Bank [ ] Union Bank of India [ ] Bank of India [ ] Canara Bank [ ] State Bank of India [ ] Indian Bank [ ] ICICI Bank [ ] Lakshmi Vilas Bank [ ] Catholic Syrian Bank [ ] II. Information Pertaining to Study: 1. State the nature of your account with the bank Current Account [ ] Savings Bank Account [ ] 2. State your overall satisfaction with the customer relationship management practices of your bank. satisfied [ ] [ ] Neither satisfied nor [ ] [ ] [ ] 3. Based on experience, state your level of satisfaction on the following factors contributing service quality of your bank. Assurance 3.1 Employees trustworthy 3.2 Feeling safe in transacting with the bank 263

3 3.3 Employees courteous 3.4 Employees knowledge to answer customers questions Empathy 3.5 Bank s individual attention to customers 3.6 Operating hours 3.7 Employee s understanding on the specific needs of the customer 3.8 Importance given to customers Reliability 3.9 Keeping of correct records 3.10 Sincerity in solving problems 3.11 Performing the service right the first time 3.12 Promises are kept Responsiveness 3.13 Provision of prompt services to customers 3.14 Willingness of employees to help customers 3.15 Immediate solution to customers problems 3.16 Keeping customers well informed Tangibility 3.17 Physical facilities 3.18 Up to date equipment 3.19 Up date communication material 3.20 Dress code and appearance 264

4 Competence 3.21 Creativity and innovativeness 3.22 Problem solving skills of the staff members 3.23 Technical skills of the staff members 3.24 Speedy actions of the staff members Communication 3.25 Listening to customers 3.26 Respect and friendliness 3.27 Providing update information to customer 3.28 Motivating the customers Understanding of the customers 3.29 Customization of products and services 3.30 Concern for customers personal problems 3.31 Bank keeps best interest of the customers at heart 3.32 Maintenance of database of customers Access 3.33 Approachability 3.34 Information network 3.35 Technology 3.36 Receptiveness Security 3.37 Minimizing the fear, uncertainty and doubt 3.38 Building confidence of customers 265

5 satisfied Neither satisfied nor 3.39 Absence of frauds and errors 3.40 Maintenance of secrecy 4. Have you ever been disappointed by any of the factors contributing service quality of your bank? 5. Based on experience, state your level of satisfaction on the following customer interaction management practices of your bank. 5.1 Skill to recognize individual 5.2 Skill to educate 5.3 Ability to acquire interpersonal traits 5.4 Skill to develop awareness 5.5 Skill to motivate 5.6 Ability to be flexible 5.7 Skill to fulfill the needs 5.8 Skill to provide positive experience 266

6 satisfied Neither satisfied nor 5.9 Ability to respect sentiments and values 5.10 Ability to operate under high technical environment 5.11 Skill to speed up response 5.12 User friendly service skills 6. Have you ever been disappointed by any of the customer interaction management practices of your bank? 7. Based on experience, state your level of satisfaction on the following customer retention management practices of your bank. 7.1 Market leader strategies and practices 7.2 Innovative services 7.3 Individual customer care programmes 7.4 Complaint management system 7.5 Customer centric approach 7.6 Total employee involvement 267

7 satisfied Neither satisfied nor 7.7 Special events 7.8 Customer segment specific strategies 7.9 Value added services 7.10 Empowered employees 7.11 Advanced technology 7.12 Learning organization 7.13 Charges 7.14 Safety 7.15 Customer feedback 8. Have you ever been disappointed by any of the customer retention management practices of your bank? 9. Based on experience, state your level of satisfaction on the following customer service strategies of your bank. 9.1 Cross selling of products 9.2 Up selling of products 9.3 Single window services X7 hours service 268

8 satisfied Neither satisfied nor 9.5 Anywhere banking 9.6 Charge free banking 9.7 Global banking 9.8 Financial planning and investment advice 9.9 Phone banking 9.10 Internet banking 9.11 Preferential pricing 9.12 Door step services 10. Have you ever been disappointed by any of the customer service strategies of your bank. 11. Based on experience, state your level of satisfaction on the following customer contact programmes of your bank Customer awareness programme about new products and services 11.2 Customer service meet to discuss their problems 269

9 11.3 Periodical customer meet 11.4 Customer contest 11.5 Customer suggestions 11.6 Customer reward and recognition programmes 11.7 Customer special events 11.8 Thank you cards/birthday greetings/personal letter, etc 11.9 Telephone recalls Customer reward schemes 12. Have you ever been disappointed by any of the customer contact programmes of your bank? 13. Give your suggestions to improve the customer relationship management of your bank. 270