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QUESTIONNAIRE (Based on SERVQUAL Model)
To know about Customers Expectation and their Perception
regarding the
services of their Bank.
Demographic Questions
Name- ______________________ Sex- ____________ Age_______
Marital Status - _______________
Qualification___________________
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_______________________
b)Private Sector Bank______________________c) Foreign Bank
___________________________
Why ? (Give Reason)_________________________________
ii) If NO, Then Why dont you have any account? Give Reason?
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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.
Tangibles
1. Your Bank has all the necessary modernequipments. (Electronic
Cashing , Online
Banking, ATM service, credit card etc.)
1 2 3 4 5 6 7
2. Banks physical facilities are visually appealing. 1 2 3 4 5 6
73. Banks employees have neat and Professional
appearance.
1 2 3 4 5 6 7
4. Materials associated with the service (such aspamphlets &
statements) are visually appealing.
1 2 3 4 5 6 7
Reliability
5. When the bank promises to do something by acertain time, it
does so.
1 2 3 4 5 6 7
6. Bank performs the service right the first time. 1 2 3 4 5 6
77. You feel that you can depend upon the bank for
handling your services.
1 2 3 4 5 6 7
8. Bank provides the service at the time the waspromised.
1 2 3 4 5 6 7
9. Bank maintains error free records. 1 2 3 4 5 6 7
Responsiveness
10.Employees of the bank tell you exactly whenservices will be
performed.
1 2 3 4 5 6 7
11.Employees in the bank give you prompt service. 1 2 3 4 5 6
712.Employees in the bank are always willing to
help you.
1 2 3 4 5 6 7
13.Employees in the bank are always ready torespond to your
requests.
1 2 3 4 5 6 7
Assurance
14.The Behavior of employees in the bank instillsconfidence in
you.
1 2 3 4 5 6 7
15.You feel safe and secure in your transactionswith the
bank.
1 2 3 4 5 6 7
16.Employees in the bank have knowledge toanswer your
questions.
1 2 3 4 5 6 7
17.Employees in the bank are consistentlycourteous to you.
1 2 3 4 5 6 7
Empathy
18.Employees in the bank deal with you in a caringfashion.
1 2 3 4 5 6 7
19.Bank has personnel who give you individualattention.
1 2 3 4 5 6 7
20.Bank has your best interest at heart. 1 2 3 4 5 6
721.Employees at the bank understand your specific
needs.
1 2 3 4 5 6 7
22.Bank has business hours convenient to you. 1 2 3 4 5 6 7
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Questionnaire 2 For response regarding Customers Perception
regarding the services of their
Bank.
Tangibles
1. Your Bank has all the necessary modernequipments. (Electronic
Cashing , Online
Banking, ATM service, credit card etc.)
1 2 3 4 5 6 7
2. Banks physical facilities are visually appealing. 1 2 3 4 5 6
73. Banks employees have neat and Professional
appearance.
1 2 3 4 5 6 7
4. Materials associated with the service (such aspamphlets &
statements) are visually appealing.
1 2 3 4 5 6 7
Reliability
5. When the bank promises to do something by acertain time, it
does so.
1 2 3 4 5 6 7
6. Bank performs the service right the first time. 1 2 3 4 5 6
77. You feel that you can depend upon the bank for
handling your services.1 2 3 4 5 6 7
8. Bank provides the service at the time the waspromised.
1 2 3 4 5 6 7
9. Bank maintains error free records. 1 2 3 4 5 6 7
Responsiveness
10.Employees of the bank tell you exactly whenservices will be
performed.
1 2 3 4 5 6 7
11.Employees in the bank give you prompt service. 1 2 3 4 5 6
712.Employees in the bank are always willing to
help you.1 2 3 4 5 6 7
13.Employees in the bank are always ready torespond to your
requests.
1 2 3 4 5 6 7
Assurance
14.The Behavior of employees in the bank instillsconfidence in
you. 1 2 3 4 5 6 7
15.You feel safe and secure in your transactionswith the
bank.
1 2 3 4 5 6 7
16.Employees in the bank have knowledge toanswer your
questions.
1 2 3 4 5 6 7
17.Employees in the bank are consistentlycourteous to you.
1 2 3 4 5 6 7
Empathy
18.Employees in the bank deal with you in a caringfashion.
1 2 3 4 5 6 7
19.Bank has personnel who give you individualattention.
1 2 3 4 5 6 7
20.Bank has your best interest at heart. 1 2 3 4 5 6
721.Employees at the bank understand your specific
needs.1 2 3 4 5 6 7
22.Bank has business hours convenient to you. 1 2 3 4 5 6 7
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Any Suggestions, You want to give for the improvement for your
bank.
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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