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A STUDY ON SERVICE QUALITY OF BANKING SECTOR WITH

SPECIAL REFERENCE TO CALICUT CITY

PART A – PROFILE OF THE CUSTOMER


Please tick your responses to the following questions.

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1. Name:

2. Gender: Male Female

3. Age:

4. Area of residence: Rural Urban

5. Religion: Hindu Muslim Christian Others(specify)

6. Marital status: Single Married Others

7. Educational Qualification: Below SSLC SSLC Degree Post-Graduate

Others (specify)

8. Occupation: Agriculture Business Government employee

Private sector employee Others (specify)

9. Monthly income:

10. Years of association with bank:

PART B – CUSTOMER QUSTIONNAIRE


Please indicate the degree to which you agree / disagree with each one of the statements below,
referring to the service delivered by the bank. Circle only one number for each statement.

KEY : 1 – Strongly disagree, 2 – Disagree, 3 – Neither agree nor disagree, 4 – Agree, 5 –


strongly agree

TANGIBLES 1. Up-to-date equipments are there in the bank 1 2 3 4 5


2. Physical facilities of the bank are visually 1 2 3 4 5
appealing.

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3. Employees of the bank are well dressed and 1 2 3 4 5
appear neat.
RELIABILITY 4. The firm meets their promised time-frames 1 2 3 4 5
for responses.
5. Employees of the firm are dependable in 1 2 3 4 5
nature
6. The bank provides their services at the right 1 2 3 4 5
time.
7. They keep accurate records 1 2 3 4 5
8. The firm is sympathetic to solve the problems 1 2 3 4 5
of customers
RESPONSIVENESS 9. Employees are not able to tell customers 1 2 3 4 5
exactly when the service will be performed.
10. Its reasonable to expect prompt service from 1 2 3 4 5
the employees
11. Employees are always willing to help the 1 2 3 4 5
customers
ASSURANCE 12. Employees of the bank are trustworthy 1 2 3 4 5
13. I feel safe while transacting with the bank 1 2 3 4 5
14. Employees are polite 1 2 3 4 5
15. I get assurance from the employees regarding 1 2 3 4 5
the safety of my deposits with the bank
EMPATHY 16. I get individualized attention from employees 1 2 3 4 5
17. Employees of the bank fully understand the 1 2 3 4 5
needs of the customer
18. Employees have the best interest to solve the 1 2 3 4 5
problems of customers.

19. What is your overall satisfaction level towards the services offered by the bank?
Highly dissatisfactory Dissatisfactory neutral
satisfactory Highly satisfactory

20. Do you have the intention to continue being a customer of the bank in future?
Yes No
21. Will you positively recommend the bank to your friends and relatives?
Yes No

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