Customer Bank: ………………… Serial No…………

Questionnaire: Customers’ Approach for Bank Selection

Chief Investigator: Mohammad Jamal Uddin, Assistant Professor, MU

Dear Respondents,
We are currently conducting a research to investigate the “Customers’ approach for bank selection: A
comparative analysis”. This questionnaire is designed to gather information about the major factors that
determine customers’ bank selection in Sylhet city. It is for research purpose only. Each questionnaire will
remain anonymous and confidential. Please do not write any identifying information (e.g., name, address,
phone number) on questionnaire.

Part-A: Demographic Information of Respondent

1. Gender ‫۝‬ Male ‫۝‬ Female
2. Age ‫۝‬ 18-25 ‫۝‬ 26-32 ‫ ۝‬33-40 ‫۝‬ 40 Years +
3. Marital Status ‫۝‬ Married ‫۝‬ Unmarried ‫۝‬ Widowed ‫۝‬ Others
4. Level of Education ‫۝‬ Self Education ‫۝‬ High School ‫ ۝‬College ‫۝‬ University
5. Employment status ‫۝‬ Job Holder ‫۝‬ Business ‫ ۝‬Student ‫۝‬ Others

6. If employed, Sector ‫۝‬ Government ‫۝‬ Private ‫۝‬ NGO ‫۝‬ Others
7. Rough Monthly Expenditure ‫۝‬ 10,000-20,000 ‫۝‬ 21,000-30,000 ‫۝‬ 31,000-40,000 ‫۝‬ 41,000-50,000+

8. Rough Monthly Income ‫۝‬ 10,000-20,000 ‫۝‬ 21,000-30,000 ‫۝‬ 31,000-40,000 ‫۝‬ 41,000-50,000+

9. Relation with bank ‫۝‬ 0-2 Years ‫۝‬ 3-4 Years ‫۝‬ 4-5 Years ‫۝‬ 6 Years +
10. Nature of Bank o Private o Government o Islamic o Specialized o Foreign
Commercial Commercial Bank Bank Bank Bank
Bank

Part-B: Respondent’s Perception Survey. ( Please √ on one Option)

Respondent’s Perception on Bank Services and Bank Disagree

Disagree
Strongly

Strongly
Neutral
Agree

Agree

Choice
1a. The bank is closeness/nearness to my home 5 4 3 2 1
1b.The bank is closeness/nearness to my work 5 4 3 2 1
2. The suitable location of the bank 5 4 3 2 1
3. It has several branches 5 4 3 2 1
4. The cordial reception at the bank 5 4 3 2 1
5. It offers a range of services to you 5 4 3 2 1
6. Extended operation hours (Say, evening banking ) 5 4 3 2 1
7. The security arrangement at the bank 5 4 3 2 1
8. The facility of ATM services 5 4 3 2 1
9. It provides internet/online banking facilities 5 4 3 2 1
10. It gives parking facilities 5 4 3 2 1
11. It advertises it’s services in mass medias 5 4 3 2 1
12. It offers phone banking facility 5 4 3 2 1
13. Choose bank as recommendation from my family 5 4 3 2 1
14. Choose bank as recommendation from my friends 5 4 3 2 1
15. Service charge is low in contrast to others 5 4 3 2 1
 Disagree

Disagree
Strongly

Strongly
Neutral
Agree

Agree
16. Its profit/interest rate on loans is low than other banks 5 4 3 2 1
17. Its profit / interest rate on DPS is high than other banks 5 4 3 2 1
18. Its profit / interest rate on FDR is high than other banks 5 4 3 2 1
19. It renders/gives immediate service to customers 5 4 3 2 1
20. Choose bank for its reputation/brand name 5 4 3 2 1

21. Its service is fast. 5 4 3 2 1

22. It has minimum queue (Waiting Serial) 5 4 3 2 1
23. It established earlier ( it is old bank) 5 4 3 2 1
24. It gives profit/interest earning in relatively short time 5 4 3 2 1
25. My employer instructed to use the bank 5 4 3 2 1

26. Being a government bank 5 4 3 2 1

27.Being a private bank 5 4 3 2 1
28. The outlook / appearance of bank 5 4 3 2 1
29.It provides one-stop service 5 4 3 2 1
30. Overall satisfaction toward bank provided services 5 4 3 2 1
31. Overall satisfaction toward banking reputation 5 4 3 2 1
32. Overall satisfaction toward bank employee behavior 5 4 3 2 1

Does this bank solve all of your necessary problems? Yes No

Do you have an intention to change your current customer bank? Yes No

Thank you for your cordial assistance to our survey.

Dr. Mohammad Jamal Uddin Md. ---------------

Chief Investigator Co-researcher