SERVICE QUALITY OF KSFE QUESTIONNAIRE

Customer Details :
CUSTOMER NAME

OCCUPATION

ANNUAL INCOME
Below Rs 60,000/-

Rs 60,000/- To Rs 1,20,000/-

Rs 1,80,000/- To RS 2,40,000/-

Rs 1,20,000/- To RS 1,80,000/-

Rs 2,40,000 /- To & Above

Education

Illiterate
Upto 10th
Graduation
Post Graduation

1) Please write the service you use at KSFE, Tirur branch ?

Others

Read the following statements carefully and tick mark your response from the rating scale given below:
2) The physical appearance of staff in KSFE are well dressed and neat.
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
3) The materials associated with service are visually appealing.[eg: statements,passbook,receipts].
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
4) Product information brouchers are available at KSFE ,Tirur branch.
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
5) KSFE have customer redressal relating to service provided.
Strongly agree
Agree
Neutral
Disagree
6) KSFE staffs provide error free services.
Strongly agree

Agree

Neutral

Disagree

7) The KSFE staffs provide error free services to its customers.

Strongly agree
Agree
Neutral
Disagree

Strongly disagree
Strongly disagree
Strongly disagree

8) The customers can fully depend and rely on employees of KSFE.

Strongly agree

Agree

Neutral

Disagree

Strongly disagree

9) The staffs keeps accurate records of customers transactions.

Strongly agree
Agree
Neutral
Disagree

Strongly disagree

10) The staffs does their work in time.

Strongly agree
Agree
Neutral

Strongly disagree

Disagree

11) Staffs show sincere interest in solving customer Problems.

Strongly agree
Agree
Neutral
Disagree

Strongly disagree

12) staffs provide equal importance to every service user.

Strongly agree
Agree
Neutral
Disagree

Strongly disagree

13) staff provide prompt service to their customers.

Strongly agree
Agree
Neutral

Disagree

Strongly disagree

14) staffs in KSFE are always willing to help you.

Strongly agree
Agree
Neutral

Disagree

Strongly disagree

15) staffs provide exact information to customer about When service will be performed
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
16) staffs never handle personnel phone calls while handling customer services.
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
17) Behaviour of staff in KSFE instills confidence in you.
Strongly agree
Agree
Neutral
Disagree

Strongly disagree

18) Privacy of customer information is maintained by KSFE.

Strongly agree
Agree
Neutral
Disagree

Strongly disagree

19) Staffs in KSFE have knowledge to answer our queries.

Strongly agree
Agree
Neutral
Disagree

Strongly disagree

20) You feel safe in your dealings with KSFE.

Strongly agree
Agree
Neutral

Disagree

Strongly disagree

21) Staff in KSFE are consistently courteous with you.

Strongly agree
Agree
Neutral
Disagree

Strongly disagree

22) KSFE has convenient working hours .

Strongly agree
Agree
Neutral

Strongly disagree

Disagree

23) staffs provide information about service performed and Charge for service.
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
24) KSFE considers your interests best at heart.
Strongly agree
Agree
Neutral

Disagree

Strongly disagree

25) staffs of KSFE understand your specific needs.

Strongly agree
Agree
Neutral

Disagree

Strongly disagree

26) First come first serve advantage is given to customers.

Strongly agree
Agree
Neutral
Disagree

Strongly disagree