1. Do you have a bank account?

2. Yes

3. No

4. In Which bank you have account?

SBI

AXIS BANK

DENA BANKS

CORPORATION BANK

PNB

OTHER

5. Which of the following services are you using?

ATM

NET BANKING

TELEPHONE BANKING

CREDIT CARD

DEBIT CARD

GOLD INVESTMENT

6.Which attribute of the bank do you value the most?

Quality of service

Technology used

Trust

Location

Othe
 7. Which factor promotes you to use the new services in banking?

Reduction time of transaction

Cost effectiveness

Ease of use

Technology savvy

8. Other Which are the services you using the most?

De-mat account

ATM services

Debit card services

Credit card

services

Net banking

5. Loan How frequently do you use the following banking services per
month?
Branch banking

ATM

Internet banking

Tele

phone banking

Mobile bankiSatisfaction on services usageng

1.Promptness of card delivery

2.Number of transaction

3. Conveniently located

4. E-payments
 5. Account to account Enquiry

Clear instructions

Provide additional options

Transaction status

6. Are you satisfied with internet services provided by your bank?

Yes

7. No Which of the following facilities is given more important in your bank?

Which of the following facilities is given more important in your bank?

Which of the following facilities is given more important in your bank?

8. Do use your bank have core banking facility for the customer?

Which of the following facilities is given more important in your bank?

Yes

No
 RESEARCH METHODOLOGY

TITLE OF PROJECT

“A STUDY CUSTOMERBEHAVIOUR TOWARD SERVIES WITH

SPICIALREFERENS TO AXRIS BANK MATHURA

Objectve of study
1. To study a customer behavior of services with special reference to Axis Bank in
Mathura”

To study role of service quality in providing the excellent customer behavior in

banking industry.

To identity the most important factor in customer service in private sector banks

research design

The research design is descriptive in nature. The research design is a blueprint

for fulfilling the ty of large variety of method, techniques, procedures,
protocols and sampling plans. It guides the se lection of sources a nd types of
information. As far as our project is concern, we have Sampling Element:
Male or female head of household those who are using the banking services.
Sampling technique:

We have used non-probability sampling technique, in that convenience sampling is used

in project study.

Convenience Sampling:

In the convenience sampling the selection of the sample is left to the who is select the
sample. The researcher normally interviews persons in group at some retail out let,
households, super market and interview the persons who happen to be there, the research
contact face to face to the respondents. The data collection and sample cost is minimum in
this case. This type of sampling also helps to get the new Ideas.

Research Instrument :

Research instrument means how the researchers get the information from the market. The
Research made a questionnaire to get the information from the market by fill up the
questionnaire

done resea rch study by evaluating the various aspects of “A study on customer
 We used close ended ques tions for making the quesitionnaire.There are various of
questions which included in it as follows:

DICHOTOMOUS:

In the dichotomous the que stions is com mon types like yes or no. These questi ons are
easy to ask an answer. These ty pes of ques tion are used only for to quality the
respondents for the research and it is give more information.

RANKING QUESTIONS:

The respondents rank coparatively the listed in this way several alternative can be
compared against each other at same time.

SCALEQUESTIONS:
T
he
researcher asks this types of questions to the respondents to express their opinion for
different categories.

Sampling frame:
 A STUDY ON CUS TOMER BEH AVIOR TOWARDS BANKING SERVICES
WITH SPE CIAL REFERENCE TO P RIVATE SECTOR BANKS IN Mathura
DIST.
 The Study of Customer Perception towards Banking Services of Banks in Mathura
Region

Samplesize:
As the cus tomer of Mathura city are only inte rviewed, we have kept our sample size
limited to 150.

Analysis tools:
 Sufficiency table
 Statistical analysis
 Percentage
 Hypothesis testing
Data sources:

Primary data:
Primary data consists of collecting the information directly from respondents. primary
data is most reliable source in any research.