Scribd
Upload
18 views3 pages

Customer Satisfaction Survey for Banks

The document appears to be a questionnaire for customers of a bank. It contains 13 multiple choice questions regarding customers' occupations, factors considered when choosing a bank, satisfaction with branch location and service times, opinions on account opening and loan formalities, interest rates for various accounts, deposit slip organization, annual fees, employee behavior, likelihood of recommending the bank to others, and suggestions to improve banking services. The document also includes a bibliography section listing 7 references relevant to banking services and customer satisfaction.

Uploaded by

ferdous
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
18 views3 pages

Customer Satisfaction Survey for Banks

The document appears to be a questionnaire for customers of a bank. It contains 13 multiple choice questions regarding customers' occupations, factors considered when choosing a bank, satisfaction with branch location and service times, opinions on account opening and loan formalities, interest rates for various accounts, deposit slip organization, annual fees, employee behavior, likelihood of recommending the bank to others, and suggestions to improve banking services. The document also includes a bibliography section listing 7 references relevant to banking services and customer satisfaction.

Uploaded by

ferdous
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd

Appendix

Questionnaire for the Customers


i.) Occupation

Clerical Services

Professional Services
Student

Managerial Services

Trade

Industrialist

Technical Services

Housewife

ii.) When you choose Bank, which of the following aspects did you consider
most?

Size of the Bank Reputation of the Bank Location of the Bank


Network of the branch Personal Relationship

iii.) Are you happy with the branch location?

Yes

No

iv.) What is your opinion about the formalities that the Bank asks for opening
account?

Excellent
Very good
Good
Satisfactory
Dissatisfactory

v.) What is your opinion about the formalities that the bank asks for providing
loans & advances?

Excellent
Very good
Good
Satisfactory
Dissatisfactory

vi.) How much time it takes to give payment against cheque or for depositing
money?
(In the case of withdrawl)
(In the case of depositing)
Within 3 mins

Within 5 mins
Within 5 mins

Within 10 mins
Within 10 mins

Within 15 mins
Within 15 mins

Within 20 mins
Depends on the amount

vii.) How much time, it takes to deliver a chequebook after submission the
requisition slip?

Within 5 mins
Within 10 mins
Within 30 mins
The next day

viii.) Are you satisfied in the case of Interest rate you are being provided for STD
or savings deposit or fixed deposit or lending?

Excellent
Satisfactory

Very good
Dissatisfactory

Good

ix.) Is the deposit slip or any other forms well organized from your view?

Excellent
Satisfactory

Very good
Dissatisfactory

Good

x.) What is your view about the yearly charge you have to pay to the bank?

Excellent
Satisfactory

Very good
Dissatisfactory

Good

xi.) What is your view about the behavior of the employees to you?

Very friendly
Friendly
Satisfactory
No comment

xii.) Do you suggest any other person to have an account with this Bank?

Definitely
May be
No comments

xiii.) What is your overall suggestion to improve Banking services?

..

..

Bibliography
1. Annual report of PBL 2003.
2. Journal of management published by- the chairman, Department of
management, University of Dhaka.
3. Choice of Banks, customer service or credit policy-Santi Narayan Ghosh,
Jagadish Chandra Shukla Dash, Mahbub Ahmed, Bureau of Business
Research, University of Dhaka.
4. [Link].
5. [Link]
6. [Link]
7. Financial express, Newspaper, April 15, 2002.
8. Marketing Research, 3rd edition by Naresh K. Malhotra.

You might also like