CUSTOMER SATISFACTION TOWARDS THE SERVICES OF DISTRICT CENTRAL
CO-OPERATIVE BANKS
QUESTIONNAIRE FOR INDIVIDUAL CUSTOMERS
Dear respondent, I Dr. Bharati R. Hiremath an Assistant Professor of BLDEA’s [Link]
College of Commerce (Autonomous), Vijayapur conducting a survey for the Minor Research
Project funded by ICSSR, New Delhi. This research is based on the satisfaction of customers in
the District Central Co-operative Banks of Vijayapur, Gulbarga, Bagalkot, Gadag, Dharwad and
Hubli. Your sincere response would be valuable to me and would definitely help me to arrive at a
conclusion as per research objective. These information would be confidential and only be used
for research purpose.
Name : ______________________________________
Address : ______________________________________
______________________________________
Name of the Bank : ______________________________________
Account Number (if) : ______________________________________
Part I: Socio-demographic Information
1. Gender
a. Male b. Female
2. Marital Status
a. Married b. Unmarried
3. Age
a. Below 25 years
b. 26-35 years
c. 36-45 years
d. Above 45 years
4. Highest level of education
a. Undergraduate
b. Graduate
c. Post Graduate
d. Others
5. Occupation
a. Farmer
b. Business
c. Government Service
d. Private Service
e. Student
f. Others
6. Annual Income
a. Less than Rs 5,00,000
b. Rs 5,00,000 - 10,00,000
c. Rs 10,00,000 - 20,00,000
d. More than Rs 20,00,000
7. Type of Accounts
a. SB
b. CA
c. FD
d. Others
8. Frequency
a. Daily
b. Weekly
c. Monthly
d. Rarely
Part II: Customers Satisfaction about the service
Strongly Strongly
[Link]. Service Quality Dimensions Agree Neutral Disagree
Agree Disagree
Physical facilities associated with the
1
services are attractive.
Employees of the bank are decent in
2
appearance
3 Bank has modern equipment & tools
Bank is speedy in resolving banking
4
transactions.
5 Bank has convenient of working hours
Employees give prompt services to the
6
customers
Bank charges reasonable interest rates
7
on loans.
Employees are always willing to clear
8
the doubts of customers
Employees have knowledge to render
9
professional services to customers
They do not disclose full information
10
about the transactions
11 Error free record maintenance
The behavior of employees instills
12
confidence in the mind of customers.
The employees give proper guidance to
13
the customers
14 Bank has situated in a convenient place
Bank welcomes complaints, criticism
15
and respond positively
16 E- payment and Online services
17 The bank provides security for my
money and transactions.
Bank always maintained
18
punctuality regarding timing
19 Overall, bank provides excellent service
quality.
Overall experience from the bank: ________________________________________________
Thank you for your valuable time