The Impact of Mobile Banking on Customer Relationships: A Canara Bank Survey

With the rapid advancement of technology, mobile banking has become an essential part of our lives. As one of the leading banks in India, Canara Bank aims to provide top-notch mobile banking services to its customers. To assess the quality of their services and understand customer relationships, a comprehensive survey has been conducted.

The survey titled 'A Study on the Quality of Mobile Banking Services and Customer Relationships with Special Reference to Canara Bank' aims to gather valuable insights into the experiences and perceptions of Canara Bank's mobile banking users. A total of 20 different questions were included in the survey questionnaire, covering various aspects such as customer satisfaction, usage frequency, feature preferences, security, customer support, and overall experience.

This survey falls under the 'Customer Feedback' category as it focuses on gathering feedback from Canara Bank's mobile banking customers. The insights gathered from this survey will be crucial in identifying areas for improvement and enhancing the overall customer experience.

The questionnaire consists of different question types including single choice, multiple choice, and open-ended questions. The use of single choice questions enables respondents to select one option from a given set of answers. Multiple choice questions allow respondents to select multiple options that apply to them. Open-ended questions encourage respondents to provide detailed feedback or suggestions in their own words.

The survey questionnaire in the JSON format can be found below:

[{"id":1,"type":"single","question":"How satisfied are you with the mobile banking services provided by Canara Bank?", "answer":["Very satisfied","Satisfied","Neutral","Dissatisfied","Very dissatisfied"]},
{"id":2,"type":"single","question":"How frequently do you use Canara Bank's mobile banking services?", "answer":["Daily","Weekly","Monthly","Occasionally","Never"]},
{"id":3,"type":"multiple","question":"Which features of Canara Bank's mobile banking services do you find most useful? (Select all that apply)", "answer":["Fund transfers","Bill payments","Account balance inquiry","Mobile recharges","Cheque book request","Other"]},
{"id":4,"type":"single","question":"How would you rate the security measures implemented in Canara Bank's mobile banking application?", "answer":["Excellent","Good","Average","Poor","Very poor"]},
{"id":5,"type":"multiple","question":"What factors influence your decision to choose Canara Bank's mobile banking services? (Select all that apply)", "answer":["Ease of use","Availability of features","Security measures","Customer support","Trust in the bank","Recommendations from others","Promotional offers"]},
{"id":6,"type":"single","question":"How satisfied are you with Canara Bank's customer support for mobile banking services?", "answer":["Very satisfied","Satisfied","Neutral","Dissatisfied","Very dissatisfied"]},
{"id":7,"type":"multiple","question":"If you have faced any issues with Canara Bank's mobile banking services, please select the ones you have experienced. (Select all that apply)", "answer":["Slow response times","Technical glitches","Login issues","Transaction failures","Poor user interface","Other"]},
{"id":8,"type":"single","question":"How would you rate Canara Bank's mobile banking app in terms of user-friendliness?", "answer":["Excellent","Good","Average","Poor","Very poor"]},
{"id":9,"type":"single","question":"How likely are you to recommend Canara Bank's mobile banking services to others?", "answer":["Very likely","Likely","Neutral","Unlikely","Very unlikely"]},
{"id":10,"type":"multiple","question":"Which other banks' mobile banking apps do you frequently use apart from Canara Bank? (Select all that apply)", "answer":["State Bank of India (SBI)","ICICI Bank","HDFC Bank","Axis Bank","Punjab National Bank (PNB)","Other"]},
{"id":11,"type":"single","question":"How satisfied are you with the overall experience of using Canara Bank's mobile banking services?", "answer":["Very satisfied","Satisfied","Neutral","Dissatisfied","Very dissatisfied"]},
{"id":12,"type":"single","question":"How long have you been using Canara Bank's mobile banking services?", "answer":["Less than 6 months","6-12 months","1-2 years","More than 2 years"]},
{"id":13,"type":"open","question":"What improvements or additional features would you like to see in Canara Bank's mobile banking app?", "answer":[]},
{"id":14,"type":"single","question":"How satisfied are you with the level of transparency in Canara Bank's mobile banking services?", "answer":["Very satisfied","Satisfied","Neutral","Dissatisfied","Very dissatisfied"]},
{"id":15,"type":"single","question":"Please rate Canara Bank's mobile banking services in terms of speed and performance.", "answer":["Excellent","Good","Average","Poor","Very poor"]},
{"id":16,"type":"multiple","question":"Which mobile platform do you primarily use for accessing Canara Bank's mobile banking services? (Select all that apply)", "answer":["Android","iOS","Windows","N/A"]},
{"id":17,"type":"single","question":"How likely are you to switch to another bank's mobile banking services in the future?", "answer":["Very likely","Likely","Neutral","Unlikely","Very unlikely"]},
{"id":18,"type":"single","question":"How satisfied are you with the rewards or benefits offered by Canara Bank's mobile banking services?", "answer":["Very satisfied","Satisfied","Neutral","Dissatisfied","Very dissatisfied"]},
{"id":19,"type":"open","question":"If you encountered any issues while using Canara Bank's mobile banking services, please provide details here.", "answer":[]},
{"id":20,"type":"single","question":"How likely are you to continue using Canara Bank's mobile banking services in the future?", "answer":["Very likely","Likely","Neutral","Unlikely","Very unlikely"]}]