Bibliography

1. BIBLIOGRAPHY
JOURNALS:

 Zillur Rahuman(2005) “Service Quality: Gaps in the Indian Banking Industry”,
The ICFAI Journal of marketing management,.
 Dhananjayan, G. (2005), “Services Marketing: Integrating People, Technology
and Strategy”, Marketing Mastermind, February, pp.17-23.
 Balakrishnan and Chandramohan.R (2011) “Public and Private Sector Banks:
Kozhikode”, S.E.Golden Jubilee year,.
 Dr.Purohit and Avinash Pathardikar.D (2007) “Service Quality Measurement
And Consumer Perception About The Banking Institution” Indian Journal of
AMarketing.
 Emin and Boller, Gregory (1992)“ An Empirical Assessment of SERVQUAL
Scale” journal of business research. PP.253-268.
 Parasuraman.et.al (1985) “A Conceptual Model of Service Quality and Its
Implications For Future Research” journal of marketing vol.49, fall.PP 41-50.
 Singh J.D “Bank Marketing in India” international journal of Bank Marketing
Vol.2/3.
 Bhat.M.A(2003) “Service Quality in Public Sector Banks-An Empirical
Investigation”, The Business Review Vol.9, No.2.
 Cardozo R.N (1965) “An Experientially Study of Co nsumer Effort, Expectation
and satisfaction” Journal of marketing research, Vol.5.No.2, pp.244-249.
 Rai and Devi (1995) “Banking Sector Reforms: Need to Improve Customer
Service”, The Indian journal of commerce Vol.XLVIII, No.112 March-June,
pp.64-70
 Heskett, J.L., et al., (1994). „Putting the service-profit chain to work‟, Harvard
Business revivew 3(4):164-74
 Prerna Dawar (2013) “A Study on Factor Affecting Customer Satisfaction in
Banking System” Journal of business management Vol.4

2. BOOKS:

 Gordon and Natarajan-Banking Theory and Law and Practice, Himalaya
Publishing House, Mumbai 20
th
revised edition 2006.
 Maheswari, S.N and R.R.Paul-Banking Theory and Practice, Kalyani
Publishers, New Delhi.
 Varshney.P.N. “Banking Law And Practice”, Sultan Chand & Sons Educational
Publishers New Delhi 19
th
revised edition 2001.
 Kothari.C.R, “Research Methodology Methods & Techniques”. New age
International (P) ltd Publishers.
 Dr.S.Nakkiran and Dr.Selvaraju “Research Methods in Social Sciences”,
Himalaya publishing House, 1st edition 2001.
 Gupta.S.P., “Statistical Method” New Delhi, Sultan Chand & Sons, 2008
 Gupta.S.P. “Statistical Methods” Sultan Chand & Sons, New Delhi, 1998.


WEBSITES:
1. www.bankerscollege.com
2. www.mariec.org
3. www.skirec.com
4. www.google.com
5. www.icici.in
6. www.rbi.org.in

3. BANKING SERVICES AND CUSTOMER SATSIFACTION –A STUDY ON
NEW PRIVATE BANKING SECTOR
(WITH SPECIAL REFERENCE TO ICICI BANK IN COIMBATORE CITY)
QUESTIONNAIRE
I.PERSONNAL DETAIL:
1. Name of the Customer______________
2. Gender
Male Female
3. Age
Below 25 years Between 26-35 years
Between 36-45 years Between 46- 55years
Above 55 years
4. Marital Status
Married Unmarried
5. Educational Status
Illiterate SSLC
HSC Graduate
Post Graduate
6. Occupation
Student Business People
Employee Professional
Agriculture

4. 7. Monthly Income
Below Rs 20,000 Between Rs 20,001-30,000
Between Rs 30,001-40,000 Between Rs 40,001-50,000
Above Rs 50,000
8. Monthly Savings
Below Rs 5,000 Between Rs 5,001-10,000
Between Rs 10,001-15,000 Between Rs 15,001-20,000
Above Rs 20,000
9. Type of Family
Nuclear family Joint family
10. Number of person earnings in your family
1-2 members 2-3 members
3-4 members 4-5 members
Above 5 members
II.SERVICE QUALITY AND CUSTOMER SATISFACTION
11. Type of Account
Savings A/C Current A/C
Fixed Deposit A/C Recurring Deposit A/C
12. Years of transaction
Below 1year Between 1-2 years
Between 3-4 years Between 5-6 years
Above 6 years
13. Through which sources did you came to know about the new private bank?
Advertisement Bank Representative
Family Friends Others

5. 14. How often do you visit the bank?
Regularly Once in a week
Once in a quarterly Once in a half yearly
Yearly
15. Please mentions the reason for choose this bank?
S.NO REASON RANK
1. Simple procedure &
formalities

2. Location
3. Good customer service
4. Quick process
5. Others

16. What is your opinion about service provided in your bank?
S.NO SERVICES STRONGLY
AGREE
AGREE DIS
AGREE
1. Credit card
2. Debit card
3. Internet
banking

4. Demat account
5. Mobile bank
6. ATM
7. Loan facility
8. Locar facility
9. Money transfer
10. Branch banking

6. 17. Service quality assessment (please tick () 5, 4,3,2,1 against appropriate box where)

S.NO

SERVICES
RANK
5 4 3 2 1
1. Tangibility
2. Reliability
3. Responsiveness
4. Assurance
5. Empathy

18. What is your opinion about the service charges of your banking transaction?
Very high High
Reasonable Moderate
Low
19. Whether mortgage facilities availed in your bank is good?
Yes No
20. Have you face any Problem at the time of utilizing the bank service?
Yes No
If yes, mention the problem
Delaying in service lack of procedure
Inadequate guidance Unprofessional handling
To much of formalities
21. Do you think that your bank employees and bank authorities are sincere in problem solving?
Yes No
22. Do you want to change your bank in future?
Yes No

7. 23. What is your opinion about service provided by your bank?
Excellent Very Good
Good Moderate
Poor
24. Are you satisfied with the service provided by the bank as promised?
Highly satisfied Satisfied
Neutral Dissatisfied
Highly Dissatisfied
25. Are you satisfied by the overall service quality of your bank?
Highly satisfied Satisfied
Neutral Dissatisfied
Highly dissatisfied

*****Thank you*****