QUESTIONNAIRE (Based on SERVQUAL Model)

To know about Customers Expectation and their Perception regarding the services of their Bank. Demographic Questions Name- ______________________ Marital Status - _______________ Occupation Pvt. Employee Govt. employee Business Student Other (Specify)___________ Sex- ____________ Age _______

Qualification ___________________

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?

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. 1. Your Bank has all the necessary modern equipments. (Electronic Cashing , Online Banking, ATM service, credit card etc.) 2. Banks physical facilities are visually appealing. 3. Banks employees have neat and Professional appearance. 4. Materials associated with the service (such as pamphlets & statements) are visually appealing. 5. When the bank promises to do something by a certain time, it does so. 6. Bank performs the service right the first time. 7. You feel that you can depend upon the bank for handling your services. 8. Bank provides the service at the time the was promised. 9. Bank maintains error free records. 10. Employees of the bank tell you exactly when services will be performed. 11. Employees in the bank give you prompt service. 12. Employees in the bank are always willing to help you. 13. Employees in the bank are always ready to respond to your requests. 14. The Behavior of employees in the bank instills confidence in you. 15. You feel safe and secure in your transactions with the bank. 16. Employees in the bank have knowledge to answer your questions. 17. Employees in the bank are consistently courteous to you. 18. Employees in the bank deal with you in a caring fashion. 19. Bank has personnel who give you individual attention. 20. Bank has your best interest at heart. 21. Employees at the bank understand your specific needs. 22. Bank has business hours convenient to you.

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6

7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7

Tangibles

Reliability

Responsiveness

Assurance

Empathy

Questionnaire 2 For response regarding Customers Perception regarding the services of their Bank. 1. Your Bank has all the necessary modern equipments. (Electronic Cashing , Online Banking, ATM service, credit card etc.) 2. Banks physical facilities are visually appealing. 3. Banks employees have neat and Professional appearance. 4. Materials associated with the service (such as pamphlets & statements) are visually appealing. 5. When the bank promises to do something by a certain time, it does so. 6. Bank performs the service right the first time. 7. You feel that you can depend upon the bank for handling your services. 8. Bank provides the service at the time the was promised. 9. Bank maintains error free records. 10. Employees of the bank tell you exactly when services will be performed. 11. Employees in the bank give you prompt service. 12. Employees in the bank are always willing to help you. 13. Employees in the bank are always ready to respond to your requests. 14. The Behavior of employees in the bank instills confidence in you. 15. You feel safe and secure in your transactions with the bank. 16. Employees in the bank have knowledge to answer your questions. 17. Employees in the bank are consistently courteous to you. 18. Employees in the bank deal with you in a caring fashion. 19. Bank has personnel who give you individual attention. 20. Bank has your best interest at heart. 21. Employees at the bank understand your specific needs. 22. Bank has business hours convenient to you.

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6

7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7

Tangibles

Reliability

Responsiveness

Assurance

Empathy

Any Suggestions, You want to give for the improvement for your bank.

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