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Questionnaire (Based On Servqual Model)

The document appears to be a customer questionnaire assessing expectations and perceptions of bank service quality. It collects demographic information and asks the customer questions about the importance of various service quality features when selecting a bank. It also asks the customer to rate their bank on those same service quality features in terms of expectations and perceptions. It concludes by asking for any suggestions to improve the bank.

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Jayati Bhasin
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© Attribution Non-Commercial (BY-NC)
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104 views4 pages

Questionnaire (Based On Servqual Model)

The document appears to be a customer questionnaire assessing expectations and perceptions of bank service quality. It collects demographic information and asks the customer questions about the importance of various service quality features when selecting a bank. It also asks the customer to rate their bank on those same service quality features in terms of expectations and perceptions. It concludes by asking for any suggestions to improve the bank.

Uploaded by

Jayati Bhasin
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

QUESTIONNAIRE (Based on SERVQUAL Model)

To know about Customers Expectation and their Perception regarding the services of their Bank. Demographic Questions Name- _HARVEEN_______ Sex- __F__________ Age ____22___

Marital Status - _____UM__________ Qualification ____MBA________ Occupation Pvt. Employee Govt. employee Business Student Other (Specify)___________

Monthly Income Less than Rs. 20,000 Rs. 20,000 - Rs. 40,000 Rs. 40,000 - Rs.60,000 Rs. 60,000 - Rs. 1,00,000 Above Rs. 1 Lac

Ques.1) Do you have an account? 1) Yes. 2.) No. i) If Yes, In which Bank (Sector) & Why? a) Public Sector Bank____YES pub sec bank coz more secure b) Private Sector Bank______________________ c) Foreign Bank ___________________________ Why ? (Give Reason)_________________________________ ii) If NO, Then Why dont you have any account? Give Reason?

How Important do you feel the following Service Quality features are in selecting a bank? Following Scale is to be used ( 1 = not at all important 7 = very much important) Questionnaire 1 For response regarding Customers Expectation regarding the services of their Bank. 1. Your Bank has all the necessary modern equipments. (Electronic Cashing , Online Banking, ATM service, credit card etc.) 2. Banks physical facilities are visually appealing. 3. Banks employees have neat and Professional appearance. 4. Materials associated with the service (such as pamphlets & statements) are visually appealing. 5. When the bank promises to do something by a certain time, it does so. 6. Bank performs the service right the first time. 7. You feel that you can depend upon the bank for handling your services. 8. Bank provides the service at the time the was promised. 9. Bank maintains error free records. 10. Employees of the bank tell you exactly when services will be performed. 11. Employees in the bank give you prompt service. 12. Employees in the bank are always willing to help you. 13. Employees in the bank are always ready to respond to your requests. 14. The Behavior of employees in the bank instills confidence in you. 15. You feel safe and secure in your transactions with the bank. 16. Employees in the bank have knowledge to answer your questions. 17. Employees in the bank are consistently courteous to you. 18. Employees in the bank deal with you in a caring fashion. 19. Bank has personnel who give you individual attention. 20. Bank has your best interest at heart. 21. Employees at the bank understand your specific needs. 22. Bank has business hours convenient to you.

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6

7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7

Tangibles

Reliability

Responsiveness

Assurance

Empathy

Questionnaire 2 For response regarding Customers Perception regarding the services of their Bank. 1. Your Bank has all the necessary modern equipments. (Electronic Cashing , Online Banking, ATM service, credit card etc.) 2. Banks physical facilities are visually appealing. 3. Banks employees have neat and Professional appearance. 4. Materials associated with the service (such as pamphlets & statements) are visually appealing. 5. When the bank promises to do something by a certain time, it does so. 6. Bank performs the service right the first time. 7. You feel that you can depend upon the bank for handling your services. 8. Bank provides the service at the time the was promised. 9. Bank maintains error free records. 10. Employees of the bank tell you exactly when services will be performed. 11. Employees in the bank give you prompt service. 12. Employees in the bank are always willing to help you. 13. Employees in the bank are always ready to respond to your requests. 14. The Behavior of employees in the bank instills confidence in you. 15. You feel safe and secure in your transactions with the bank. 16. Employees in the bank have knowledge to answer your questions. 17. Employees in the bank are consistently courteous to you. 18. Employees in the bank deal with you in a caring fashion. 19. Bank has personnel who give you individual attention. 20. Bank has your best interest at heart. 21. Employees at the bank understand your specific needs. 22. Bank has business hours convenient to you.

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6

7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7

Tangibles

Reliability

Responsiveness

Assurance

Empathy

Any Suggestions, You want to give for the improvement for your bank.

______________the work could be more managed by dividing the work properly among the employees__________________________________________________________ __________________________________________________________________ _______________

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