Questionnaire

Dear Sir/Madam/Miss,
It would be much appreciated if you could give your kind co-operation to respond to this
questionnaire as; it is a partial requirement for me to conduct a research for the Post Graduate
Diploma in Marketing of Sri Lanka Institute of Marketing.
The confidentiality of the information that you provide is highly protected and
that information is used only for academic purposes.

01 Gender
Male

Female

80

37M 43F

02 Age
21-30

31-40 n

27

34

41-50

50 +

12

03 Income level
Below RS 50,000

Between RS 51,000 to 100,000

29

Between RS 101,000 to 150,000

33

More than RS 150,000

16

04 Are you a credit card user / ever used a one

YES

64

NO

16

05 Please state which credit cards you are using or used

American express 45

BOC

Sampath

24

Commercial 12

HSBC

19

HNB

15

Standard charted

Other

Please state which cards have you discontinued

American express 1 7

BOC

Sampath

Commercial 1

HSBC

HNB

Standard charted

Other

Please state the main reason for the cancelation

Poor after sales
service
High Interest and charges
Non Availability of offers and rewords
Acceptability of card is low

If no
05 What comes to your mind when its a credit card?
American express 7

BOC

Sampath

Commercial

HSBC

HNB

Standard charted

Other

06 How do you get know about credit card?

Word of mouth

24

Through digital media

16

Through written media

10

Through a sales person from a bank

30

Part II Survey of your expectations and perceptions towards service quality of mentioned
credit cards
Based on your experiences, please put a tick () in a box

which mostly explains your attitudes.

a) Level of EXPECTATION/PERCEPTION towards service quality the company

The score level are described as 5 = highest, 4 = high, 3 = moderate, 2 = low
and 1 = lowest
Relational marketing tactics

07 The Staff dress appropriately

08 The staff have attractive appearance [E.g. elegant, smart, etc.]
09 The staff provides you accurate information.
[E.g. Product knowledge, offers & rewords, Charges, etc.]
10 The staff are able to communicate with you in your language
11 The staff can provide you the service as promised.
Satisfaction
12 The range of products that bank provide
13 Satisfaction about sales executive and the coordination
14 Satisfaction about the service quality till card been delivered
15 Satisfaction about need fulfilment
[E.g. the reason to apply the card.]
Trust
16 Confidentiality about the personal information of customers
[E.g. Financial info, Contact details, collected Documents to process card etc.]
17Service of customer care and after sales service
18 Speed of responses to complaints
19 Consistency of service
Loyalty
20 Listen to customer feedback and helpfulness
21 Comparative charges and renewal fees
22 Offers and membership rewords
23 Are you recommend the credit card facility to others
24. If you are going to apply a card what are the main factors you consider
Place in order of importance to you the following features to apply a card
(Indicate by numbering from 1-7 in order where 1 is the most important))
1 joining Renewal and cancelation fees
2 hassle free Less Documentations
3 Door step service (ease to apply)

4 Offers and rewords

5 Acceptability local and overseas
6 Brand image
7 After sales service/problem handling