(i^uesitionnaire - shodhgangashodhganga.inflibnet.ac.in/bitstream/10603/88080/17/17_annexure.pdf ·...

^nnexure

(I^uesitionnaire

Annexure - 1

QUESTIONNAIRE

Smt. V. Vimala Assistant Professor Department of of Commerce Avinashilingam Institute for Home Science and Higher Education for Women, Coimbatore - 641 043 Tamil Nadu, India.

Dear Sir/Madam,

May I ask your kind favour that would take only a few minutes of your

precious time?

I am pursuing research on the topic THE IMPACT OF PLASTIC MONEY

ON BANK CUSTOMERS IN KARNATAKA: AN EMPIRICAL STUDY

leading to the award of Ph. D degree in Kuvempu University under the able

guidance of Dr. (Smt) K. S. SARALA, Associate Professorand Head, Department of

Commerce and Management, Sahyadri Arts and Commerce College, (Constituent

College of Kuvempu University), Shimoga - 577 203, Kamataka, India.

I solicit your co-operation and support in completing the enclosed

questionnaire. Your response will be kept confidential and the results obtained from

your responses will be used for the academic purpose only.

At your earliest convenience kindly retiim you're filled in questionnaire

(completely)

Thanking you

V.Vimala

QUESTIONNAIRE TO THE BANK CUSTOMERS Part - 1 : Personal Details of the Customers

d. 51-60

e. 60 and Above [ ]

01. Age:

a. 2 0 - 3 0

b. 3 1 - 4 0

c. 4 1 - 5 0

02. Gender:

a. Male

03. Qualification:

a. UptoSSLC

b. PUC

c. Degree

04. Occupation:

a. Agriculturist

b. Nature of own

[ [ [

[

] ] ]

]

( ]

[ ]

[ ]

Business

c. Employed in Private sector

d. Employed in Public sector

e. Homemaker

05. Monthly Income:

a. Below 10,000

b. 100,000-20,000

[ [ [

[ [

[

[

] ] ]

] ]

]

] c. 20,000-30,000

06. Marital status:

a. Single

b. Married

[ ]

[ ] [ ]

07. Type of Account held with bank:

a. Saving Bank Account

b. Current Account [ ]

b. Female [ ]

d. Professional Degree [ )

e. Post Graduation [ ]

f Others (PleaseSpecify) [ ]

f Professional [ )

g. Retired Employee

h. Student [ ]

i. Others(Please Specify) [ ]

d. 30,000-50,000

e. 50,000-100,000

f. Above 100,000

c. WidowerAVidow

[ ]

[ ]

[ )

[ ]

c. Fixed Deposit Account [

d. Other Accounts [

08. For what purpose do you prefer Plastic cards in your day to day activities?Please tick the following items. [MP/Most Preferred=l, P/Preferred=2, LP/Least Preferred=3, MLP/Most Likely to preferred=4, NAP/Not at all Preferred=5]

SI. No. 01. 02. 03. 04.

05.

Factor

Payment purpose Shopping Dirmer Travelling

Others (if any specify)

Rank 1 2 3 4 5

09. How would you describe your views about Plastic Money and its level of satisfaction? Please rank the following items (1: Not at all satisfied / 2: Slightly Satisfied/ 3: Moderately Satisfied, 4: Very Satisfied/ 5: Extremely Satisfied)

SI. No. 01. 02. 03. 04. 05.

06. 07. 08.

Description

Easy handling Flawless/correct operations Speed of conducting operations Knowledge about products and services Understanding the benefits involved in operating with any ATMs ATMs skills/positive approach towards Plastic Money General assessment about the service Others (Please specify)

Rank 1 2 3 4 5

10. State the reasons for preferring Plas accordingly rank them: [MP/Most Preferred=3, MLP/Most Likely to pre

SI. No.

01. 02. 03. 04. 05. 06. 07. 08. 09. 10. 11. 12. 13. 14. 15. 16. 17. 18.

Reasons

Less Processing Time Convenient Branch Location Security of Documents Loyalty Rewards Advisory Services Brand Image Quick Response Friendly staff Wide Range of services offered Good branch network High Speed of transactions High Security International presence Private Banking Better Pension schemes Insurance services Many Cash-Machines (ATMs) Others (if any specify)

tic Moneyby the ticking the following and Preferred=l, P/Preferred=2, LP/Least

ferred=4, NAP/Not at all Preferred=5] Rank

1 2 3 4 5

11. Do you feel and satisfy that use of Plastic money is the safest mode of transaction? Please rank the following items. (1: Not at all Satisfied / 2: Slightly Satisfied / 3: Moderately Satisfied, 4: Very Satisfied/ 5: Extremely Satisfied)

SI. No. a.

b.

c. d.

e.

f.

§• h. i.

j-k. 1.

m. n.

0.

P-q-

Description

Easy withdrawal of money Avoids the Queuing system in Banks Time saving Easy to carry Anywhere, Anytime Transaction is possible Smooth Shopping, travelling and purchasing No Chance of Duplication Easy Balance Enquiry Unstable income Lack of knowledge Malpractice by shop owners Mai practice by Bankers Lack of Trust/ Misuse by others Technical problems Cards are not accepted everywhere

Restriction of withdrawal Others (if any, specify)

Rank 1 2 3 4 5

12. Rate the following in terms of risk associated with Plastic Money:

Instrument

Forgetting Password (PIN) Frequent Changing of PIN Difficulties of ATM options in different Banks Difficulty to identity theft/Damage Expiry/Invalid date Incorrect Card Number Incorrect Visa or MasterCard logo Lack of Fraud Risk Identification Services (FRIS) Others,(if any Specify)

Level of Risk associated with them

Very High Risky

High Risky

Moderately Risky

Less Risky

Very Less Risky

13. How often do you use the following Plastic Money for purchases?

SI. No.

a.

b. c. d.

Description

Rarely (Few times a Year)

Occasionally (Once in a Month) Frequently (Once in a Week) Very frequently (Almost daily)

y /Tick

ATM-cum-Debit Cards

Credit Cards

14. Since how long you have been using followingcards?

SI. No.

a.

b.

Description

Debit Card

Credit Card

Period Less

thanl year

1 year -3 years

More than 3 years

15. What is your perception towards the Plastic Money or ATM? (Use the Following Rating Scale)[HS - Highly Satisfied, S - Satisfied, NSNDS Neither Satisfied nor Dissatisfied, DS - Dissatisfied, HDS - Highly Dissatisfied]

SI. a-b.

c.

d.

Banks State Bank of India (SBI) Bank of India (BOl) Industrial Credit and Investment Corporation of India (ICICI) Housing Development Finance Corporation (HDFC)

HS S NSNDS DS HDS

16. How does the Plastic Money affect or influence the socio-culture in the state Rank the following (1 = Not at all Influential, 2 = Slightly Influential, 3 Somewhat Influential, 4 = Very Influential, 5 = Extremelylnfluential)

SI. No. 01. 02. 03. 04. 05. 06. 07. 08. 09. 10. 11. 12.

Description

Pride and vanity Change in behaviour and attitudes Increases the credit purchases Affect family relationship Forcing to disclose the password Undue influence by the family members to use cards Forcing to handover the cards to the third person It affect the spouse relationship Change in the perceptions Reduces the saving habits Increases the spending habits Privacy as the control of personal information

1 2 Rank

3 4 5

13. 14.

15. 16.

17. 18. 19. 20.

21. 22. 23.

24. 25.

26.

User- Centered perspectives on security Privacy, personalisation and responsiveness in the bank Increases Socio - Cultural Affinity Improve the Relations For Mutiml Gains in the family and / or at work places Understand the Contemporary Improves the Economic Partnership Increases the Religious Freedom Effects of Globalization on Macro-economic Balances, foreign sector, Effects of Globalization on Macro-Economic Balances Social Diversity, Assets, and Livelihoods Power,Institutions, and Governance Joint Cooperation in personnel management in family and at work Service Quality and its measurement Strengthening civil society to enhance accountability of service providers and government institutions Others (If any Specify)

17. Is the Plastic Money (PM)affecting the customer'spsychology? Rank the following (1 = Not at all Influential, 2 = Slightly Influential, 3 = Somewhat Influential,. 4 = Very Influential, 5 = Extremely Influential)

SI. No.

Description Rank 1 2 3 4 5

PM Affecting the Customers Psychology

01. 02. 03. 04. 05. 06. 07. 08. 09. 10. 11. 12. 13. 14.

Fear of crime Poverty Line Rigid thinking style Damp conditions Low levels of assertion Financial problems Unrealistic beliefs Unrealistic expectations Bereavement Inconsiderate people Discipline and Focus Alertness and Concentration Many social activities/interests Others (if any specify)

18. Is plastic moneyhaving impact on the economic factors? Rank the following (1 = Not at all Influential, 2 = Slightly Influential, 3 - Somewhat Influential, 4 = Very Influential, 5 = Extremely Influential)

SI. No. 01. 02. 03. 04. 05. 06. 07.

08.

09.

10.

11.

12.

13.

14.

Description

Perception of usage Income Level of the customers Scarcity of funds Economic Recession Unemployment Savings Consumption Antecedent of Organizational Commitment in Baking Sector will affect Autonomy in work feeling of skillfulness in performing tasks and perception of impacting work outcomes in employees lead to high level of commitment of employees with organization Generalizing theconcept of innateand inhibited risk in consumers' behavior Predicting therate of theacceptance of E - Servicespresenting services throughbank cards) Perceived riskas an obstacle for the application ofcards in electronictrade Others (if any specify)

Ratings 1 2 3 4 5

19. How the Plastic money Support the financial sectors in the Indian Banks. Rate the following.(l = Strongly Support, 2 = Somewhat Support, 3 = Neutral, 4 = Somewhat Favor, 5 = Strongly Favor)

SI. No.

01.

02.

03.

04.

Description

Increases the performance of the e-banking turnover

Personal financial Literacy

Benefits the new users of Banking technology

It helps to improve the better banking services and products upgraded products

Ratings 1 2 3 4 5

05.

06.

07.

08.

09.

It helps banks to use technology to improve their business processes, reduce costs and increase efificiency It helps predict and thus monitor the behavior of thecredit card account over time It increases Relationship Banking and Credit Card Utilization

Intuitive w^orkflow management and time-saving Others (if any specify)

20. What are the changes that the plastic money brings? (Tick the appropriate one in the following by ranking or using the scale, (1 = Not at all Influential/Impact, 2 = Slightly Influential, 3 - Somewhat Influential, 4 = Very Influential, 5 = Extremely Influential)

SI. No.

01.

02. 03. 04. 05. 06.

07.

08.

09.

10. 11. 12.

Description

Superior qualities like durability, resistance to deterioration Lesser degree a fashion consciousness Change inthe life style Improve the economic status Financial performance will increase Affect the legal system in the society Brings sociological challenges and opportunities Affect the banking sector Help the individuals to update themselves in adopting new technology Change in attitude, behavior Affect family relationship Others (if, any specify)

1 2 3 4 5

21. Which of the following other factors affect the customers in using the Plastic Money /Bank Card?

01. Internal Factor [ ] 02. External Factor [ ]

If your answer is 01 what factors influence you for such decisions or affect in using the cards?(l = Not at all Influential, 2 ^ Slightly Influential, 3 = Somewhat Influential, 4 = Very Influential, 5 = Extremely Influential)

SI. No. 01.

02.

03.

04.

05.

06.

Factors

Standardized contracts Actual performance (Delivered/Cash settled) Provides Liquidity Transparent (information could be retrieved on their performance) Helps in price discovery Supplements the underlying asset performance in cash market

Ratings 1 2 3 4 5

If your answer is 02 what factors influence you for such decision? (1 = Not at all Influential, 2 = Slighfly Influential, 3 = Somewhat Influential, 4 = Very Influential, 5 = Extremely Influential) 07. 08. 09.

10. 11. 12.

Customization Convenience Less stringent as they are not directly regulated Less formal No Margin required Other please specify

22. Please provide your valuable suggestions as to what steps have to be initiated to develop Plastic Money to help the bankers and Customers and others in Kamataka?

Thank you very much for sparing your precious time and contribution to my research

work.

Smt. V. Vimala, Assistant Professor, Department of Commerce, Avinashilingam Institute for Home Science and Higher Education for Women, Coimbatore - 641 043, Tamil Nadu, India, [email protected], (094819 69904/ 094429 44904).

mailto:[email protected]

Annexure - II

SI. No. 01. 02. 03. 04. 05. 06. 07. 08. 09. 10. 11. 12. 13. 14.

Scheduled Banks in Banks

State Bank of India State Bank of Bikaner and State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Patiaia State Bank of Saurashtra State Bank of Travancore Andhra Bank Allahabad Bank Bank of Baroda Bank of India Bank of Maharashtra Canara Bank

India (Public Sector Banks) SI. No

15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28.

Banks Central Bank of India Corporation Bank Dena Bank Indian Overseas Bank Indian Bank Oriental Bank of Commerce Punjab National Bank Punjab and Sind Bank Syndicate Bank Union Bank of India United Bank of India UCOBank Vijaya Bank State Bank of India

Scheduled Private Banks in India Annexure - III

SI. No. 01. 02. 03. 04. 05. 06. 07. 08. 09. 10. 11. 12. 13. 14.

Banks Vysya Bank Ltd Axis Bank Ltd Indusind Bank Ltd ICICI Banking Corporation Global Trust Bank Ltd HDFC Bank Ltd Centurion Bank Ltd Bank of Punjab Ltd IDBI Bank Ltd Allahabad Bank Andhra Bank Bank of Baroda Bank of India Bank of Maharashtra

SI. No. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28.

Banks Canara Bank Central Bank of India Corporation Bank Dena Bank Vijaya Bank Indian Bank Indian Overseas Bank Oriental Bank of Commerce (OBC) Punjab and Sind Bank Punjab National Bank (PNB) Syndicate Bank UCOBank Union Bank of India United Bank of India (UBI)

Annexure - IV

SI. 01. 02.

03.

04. 05. 06.

Scheduled Foreign Banks in India Banks

American Express Bank ANZ Gridlays Bank Pic. Bank of America NT and SA Bank of Tokyo Ltd. BanqucNationale de Paris Barclays Bank Pic

SI. No. 07. 08.

09.

10. 11. 12.

Banks Citi Bank N.C. Deutsche Bank A.G. Hongkong and Shanghai Banking Corporation

Standard Chartered Bank. The Chase Manhattan Bank Ltd. Dresdner Bank AG

Annexure - V

SI. No. 01. 02. 03. 04. 05. 06. 07. 08. 09. 10.

Foreign Branches: SBI has branches in thesecountries Banks

Australia Bahrain Bangladesh Belgium Canada France Germany Hong Kong Israel U.K

SI. No. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20.

Banks Japan People's Republic of China Republic of Maldives Singapore South Africa Sri Lanka Sultanate of Oman The Bahamas United Arab Emirates U.S.A

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Annexure - XII

Graphs of Items under Socio - Cultural, Economic and Psychological Dimensions

AI3

AI2

All

0

Graph - (a): Percentage of respondents agreei influential to Extremely influential) under AI C

1 25.3

^BSSM 7.7

1 1 7 . 2

1 1 .17 iiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiilirm.x

^ ^ ^ ^ ^ ^ ^ ^ ^ ^ I I 8 £

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^ ^ ^ 30.7

^^m 29.0

^ ^ m 29.3

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^ ^ H 30.0

30.0

ng (from Not at all ultural Dimension

D Extremely Influential

n Very Influential

• Somewhat Influential

a Slightly Influential

HNotat all Influential

1

40.0

Graph - (b): Percentage of respondents agreeing (from Not at all influential to Extremely influential) under SDSB Cultural Dimension

^ ^ ^ ^ SDSB ^

j ^ ^ H ^ ^ ^ ^ ^ m i ^ ^ ^ ^ ^ ^ ^ B B l l 42.f> ^ Extremely Influential

• Very Influential

H Somewhat Influential

H Slightly Influential

Not at all Influential

i 4 6 . 3

50 0

Graph - (c): Percentage of Respondents Agreeing (From Not At All Influential to Extremely Influential) Under CS Cultural Dimension

CF4

CS3

CS2

CSl

H Extremely Influential

B Very Influential

• Somewhat Influential

^'•^ • Slightly Influential

B Not at all Influential

60.0

Graph - (d): Percentage of Respondents Agreeing (From Not At All Influential To Extremely Influential) Under CA Cultural Dimension

CA3

CA2

CAl

37.2

36.8

• Rvtremeh Influential

••Verj Influential

n Somewhat Influential

DSIightl} Influential

! Not at all Influential

0.0 lO.O 20.0 30.0 40.0

Graph - (e) : Percentage of Respondents Agreeing (From Strongly Support to Strongly Favour) Under lOE Economic Dimension

lOEl

I0E2

I0E3

22.0 M * * 13.» -too

4U »J

20J 9S

i

M « 20 Percent 0 a <0

Strongly Support ^ B Somewtiat Support Neutral ^ | Somewtiat Favour Strongly Favour

Graph - (f) : Percentage of Respondents Agreeing (From Strongly Agree to Disagree) Under SOE, P2R AND CH of Economic Dimension

Graph - (g) : Percentage of respondents agreeing (from Strongly Agree to Disagree) under PCP, SVI & APM of Psychological dimension

Percent

| [ StroiglyAgrte Agret ^eitnl j | Disagree • StroighDisjgree