Data were collected by field survey of existing customers of seven branches
of Punjab National Bank (the second-largest PSB by deposits) in the
National Capital Region of Delhi (NCR), the capital of India, in December
2009. Collection of the data was through the personal interview method by
getting a self-administered questionnaire filled up by customers at various
times of the day in branches of the banks. Out of 244 questionnaires filled
up, 188 were found usable. Subjects were recruited based on having had at
least one year’s prior experience with the branch of the bank. The demographic
characteristics and distribution of the respondents was as follows:
73 per cent males and 27 per cent females; 81 per cent below 25 yr, 14
per cent 26–45 yr, 4 per cent > 45 yr; 66 per cent married and 34 per cent
unmarried. The demographics are slightly skewed, but representative of
the banking population of India.