i) Not aware of ii) Somewhat aware of

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1 Dear Respondent, Thank you for your participation in this survey which is aimed at studying Financial Inclusion in Urban Areas of Assam as a part of my academic research at Tezpur University, Assam. With regards, Ajanta, Research Scholar, Dept of Business Administration, Tezpur University, Assam Please tick in the against your answer 1) What are the banking services you are aware of? a) Personal Saving Bank a/c b) Current a/c for business transactions c) Cheque Facility d) Pass Book e) Fixed Deposits f) Recurring Deposits (saving in small amounts in equal installments) g) ATM cards h) Debit cards i) Credit cards i) Not aware of ii) Somewhat aware of iii) Adequately aware of j) Home loan k) Auto loan l) Personal loan m) Education loan n) Loan for business purpose o) Internet banking p) Telebanking

2 q) Mobile banking r) Any other (pls specify) 2) Distance (in km) to the nearest a) Bank Branch b) ATM i) From Workplace ii) From Residence 3) Most convenient mode of transport for you and the time required to reach the nearest a) Bank Branch b) ATM Mode of transport i) From Workplace ii) From Residence Time reqd. in Mode of minutes transport Time reqd. in minutes 4) Your dwelling type a) Owned & Permanent b) Rented c) Illegal dwelling d) Common Facility e) Official Accommodation f) Other.. 5) Your dwelling is a a) Owned & Permanent b) Shack or Room c) Common facility 6) Since when you are using this dwelling a) Less than 6 months b) 6 months 1 year c) More than a year 7) How frequently you change the dwelling a) Frequently (more than once in 6 months) b) Once in 6 month-1 year c) Infrequent staying in the same dwelling for more than a year 8) You possess or have easy access to which of the following a) Mobile Phone b) TV c) Radio d) Computer You possess Have easy access

3 9) Do you feel, you need a bank a/c? a)yes 9.1) If yes, why? a) It guarantees safety of your deposits b) It helps you to save c) It would help you in getting a loan d) It is convenient & fast to operate e) Money transactions will be easy and safe f) It gives a separate status among your peers g) Other (pls specify ) Strongly Agree Agree Cannot say Disagree Strongly Disagree 9.2 If no, why? 10) What are the services you would like to avail from bank? a) Personal Saving Bank a/c b) Current a/c for business transactions c) Cheque facility d) Pass Book e) Fixed Deposits f) Recurring Deposits ( saving in small amounts in equal installments) g) Daily collection from home or workplace h) ATM/ Debit/ Credit/ Cash cards i) Loans j) Internet/ Tele/ Mobile banking k) Any other (pls specify) 11) Your Earning per month a) Less than Rs.1000/- d) Rs.6000/- to less than Rs.10000/- b) Rs.1000/- to less than Rs.3000/- e) Rs.10000/- and above c) Rs.3000/- to less than Rs.6000/- 12) How & where do you save? Pls against the options according to your practice a) At home in cash b) ROSCAs c) Religious institutions Mostly In between Not at all

4 d) SHGs/JLGs e) Savings in kind (e.g., Jewellary/land/ gold/ livestock/ food grain etc.) f) Post offices g) NBFCs (eg., Sahara etc.) h) Insurance Instruments i) Mutual Funds j) Savings in bank in other s a/c k) You do not generate surplus to save l) Other (Pls specify..) 13) Why you are saving in the above modes? a) These are the only options available to you Strongly Agree Agree Cannot say Disagree Strongly Disagree b) Your peers have opted for the same c) Agents are known to you d)safety e) Convenience of transaction f) Good returns g) Other (Pls specify ) 14) Have you heard of/ come across incidences of losing money/ interest by any depositor who also saves in the same place where you save? a)yes 15) How safe is your saving? Very Safe Safe Have not considered the safety aspect Somewhat safe Not safe 16) For your deposits, pls against the options in a scale of 1-4 as per IMPORTANCE to you (most important is marked 1 and the least important is marked 4) a) Safety b) Returns c) Convenience of transaction d) Transaction cost 17) How do you transact money? a) Go personally and deliver/ collect the cash b) Take help of others to deliver/ receive cash

5 c) Through commission agents d) Through Money orders/ Demand Drafts e) Deposit cash in the beneficiaries bank a/c f) Ask to deposit the amount in other s bank a/c g) Others (pls specify..) 18) Why you are not having any bank a/c? Please tick in the relevant boxs a) You do not feel the necessity of having one Strongly Agree Agree Don t know Disagree Strongly Disagree b) You are not aware of the facilities it would provide c) Transactions are too complicated and time consuming d) The bank is not conveniently located e) The a/c opening process is cumbersome f) You lack the documents required to open a a/c g) Minimum balance requirement is difficult to be met h) Banks does not offer services suitable for your needs i) Anything else, pls specify ) Whether you have been approached by any bank to open an account? a)yes 20) Whether at any point of time, you had a bank a/c a)yes 20.1) If yes, why you have stopped transacting? a) Not necessary now b) It was opened for a specific purpose (like deposit of scholarship, encashment of instrument, loan etc.) c) Your a/c was closed by bank d) Transactions were complicated & time consuming e) Minimum balance requirement was high for you f) Transaction charges were high

6 g) You or the bank has shifted from the original location h) Your loan application was rejected h) Any other reason, pls specify 21) Have you ever applied for a bank a/c and were refused? a)yes 21.1) If yes, what was the refusal reason? 22) Out of the following, please tick the documents you possess at present and it is within the validity period? a) Telephone bill b) Electricity bill c) Ration Card d) Life insurance policy e) Driving license f) Voter s ID Card g) PAN card h) Identity card issued by a Govt. Dept/ PSU i) Trade License j) VAT Registration Certificate k) Passport 23) Please tick whichever is relevant for you a) Applied and received a loan from a bank (Business loan/ Personal loan) b) Applied and but did not receive a loan from a bank c) Did not apply for loans from bank 23.1) If your loan was refused by a bank, what was the reason? a) You did not have a steady income d) You did not have a job b) You did not have any guarantor e) Returns were less than expenses c) You did not have enough earnings f) Any other reason, pls specify.. 24) Your credit/loan requirement is met by a) ROSCAs b) NGO/SHGs c) Family/ Friends d) Employer e) Money lenders Mostly In between Not at all

7 f) Private Institution g) Public institution h) Others, pls specify 25) Your household Size a) Less than 3 members c) 6-10 members b) 3-5 members d) Above 10 members 26) Your position in the household a) Only earning member of the household b) One of the earning member of the household c) Dependent member of the household 27) What are the insurance products you are aware of? a) Life Insurance b) Health Insurance c) Personal Accident Insurance d) Insurance of home contents e) vehicle Insurance f) Other (pls specify.) 28) Do you have any insurance coverage? a) Yes 28.1) If yes, which cover? i) Life (Pls mention the insurance company s name) ii) Non Life (Pls mention the insurance company s name) ) How did you buy the policy? a) You walked to the insurance company s office b) Agents approached you c) It was arranged by your office 28.3) If no, why? a) Not aware of

8 t sufficient money to invest/ pay the premium c) Do not feel the necessity of any cover d) Nobody had approached yet 29) No Frill a/cs are offered by every bank for people from underprivileged groups which ensures opening of a/c with minimum documents and a very less or nil a/c balance requirement. Are you aware about it? a)not aware of b) Somewhat aware of c) Adequately aware of 30) Banks maintain the same service standard for all customers, be it rich or the poor. 31) Change in the attitude of the bank staff is very important to include more and more people from the marginal sections of society into the banking fold. Thank you for your valuable response. Your name (Optional) : Locality you live in : Your Religion: Gender Age a) Male b)female a) years b) years c) years d) Above 60 years

9 Education a) Illiterate b) Up to 4 th standard c) Secondary Level d) Undergraduate e) Graduate f) Post Graduate g) Vocational/ technically Educated Occupation a) Student b) Unemployed c) Service in Govt. organization d) Service in Pvt. organisation e) Business f) Self employed professional g) Labourer / Domestic Help h) Others (Please specify ) =======================

10 Dear Respondent, Thank you for your participation in this survey which is aimed at studying Financial Inclusion in Urban Areas of Assam as a part of my academic research at Tezpur University, Assam. Information collected would be used with anonymity and purely for academic purpose. With regards, Ajanta, Research Scholar, Dept of Business Administration, Tezpur University, Assam 1. Your town is not having adequate banking infrastructure to cater to all class of customers. 2. According to you, the underprivileged sections of the society in Urban Areas are unbanked mostly due to (Pls rank the reasons in a scale of 1-5, 1 for the most important and so on) i) Lack of KYC documents ii) Poor economic condition iii) Ignorance about banking services iv) Unwillingness v) Unsuitability of banks products and services 3. Financial Inclusion drive by regulators/ govts/ banks is not getting proper importance in urban areas in comparison to rural areas.

11 4. Whether you have been given a target to open no-frills accounts? a)yes 5. Banks welcome no-frills accounts but it is difficult for banks to incur more expenses for its marketing as it is a cost proposition. 6. Your branch staffs are adequately aware about no-frills account a)yes c) I do not know 7. It is difficult for you to motivate your staff for opening of no-frill accounts as there is barely any recognition or reward for this activity. 8. Products and services of banks do not suitably cater to the needs of the underprivileged. 9. The underprivileged avoid coming to the banks due to their perception that bank staff are not welcoming them.

12 10) No Frills Accounts/ Basic Banking Accounts/ Sabka Accounts are intended for the underprivileged groups which ensure opening of a/c with minimum KYC requirements and a very less or nil a/c balance requirement. However, there is lack of awareness among people from the underprivileged groups about these services of banks. 11) Banks offer the same standard of service to all customers, be it rich or the poor. 12) Change in the attitude of the bank staff is very important to include more and more people from the underprivileged sections of the society into the banking fold. 13) In urban areas despite of having adequate banking infrastructure, a sizable bankable people goes to informal providers of credit & deposit services. Why? Pls share your view on the same. Sincerely appreciate your co-operation and valuable opinion. Thanks a lot.