Questionnaire

We are undergraduates of Department of Management&Finance of General Sir John

Kotelawela Defense University and we are carrying out group research project for our BSc.in
MTS degree programme. Thank you for taking interest in completing the survey. All
responses will be tabulated anonymously.

1 Age
1 18-24 5 48-54
2 25-31 6 55-61
3 32-39 7 62-69
4 40-47 8 70 0r above
2 Gender
1 Female 2 Male
3 Occupation
1 Administration 6 Health care
2 Engineering 7 Military
3 Business and Financial 8 Transportation
4 Legal 9 Agriculture
5 Education 10 Other
4 Level of education
1 O/L 4 Diploma
2 A/L 5 Masters/ PHD
3 Degree
5 Monthly income
1 20000-30000 6 71000-80000
2 31000-40000 7 81000-90000
3 41000-50000 8 110000 or above
4 51000-60000
5 61000-70000
6 Most frequently using Bank (Select One Bank)
1 Bank of Ceylon 9 Nations Trust Bank
2 Peoples' Bank 10 Pan Asia Bank
3 Commercial Bank 11 Union Bank
4 Hatton National Bank 12 Amana Bank
5 Sampath Bank 13 National Savings
Bank
6 Seylan Bank 14 Rural Development
Bank
7 National Development 15 Sanasa Develop-
Bank ment Bank
8 DFCC Bank 16 Cargills Bank
7 Type of Bank account (Select one account type)
1 Savings Account 4 NRFC
2 Current Account 5 RFC
3 Joint Account
 Part 2: Research Information.

(Put a tick for your preference)

Scaling guide: 1= Strongly Disagree, 2= Disagree, 3= Neutral, 4= Agree, 5= Strongly agree

Tangibility 1 2 3 4 5
8 Bank has unto-date technology
9 Bank environment is comfortable
10 Bank employee dress is pleasant
11 Bank issue Visually clear Bank statement
Reliability
12 Bank service as promised
13 Bank has flexible operating hours
14 Bank delivery up to-date record
Responsiveness
15 Bank employees willing to help customers
16 Bank provide promptness service
Assurance
17 bank provide security for my assets
18 Bank employees have enough knowledge about banking activi-
ties
Empathy
19 Bank employees have good communication skills
20 Bank employs understand the customer
Customer satisfaction
21 I recommend my bank for others
22 My bank intend to support to my business
23 My bank help me at every financial problem
24 After finish my banking activities I feel comfortable

Thank you