Dear friend, I am doing a research study to know as to what the consumers thinking about the Relationship

marketing practices in the banking sector. I shall appreciate if you can spare a few minutes to fill in the
questionnaire and return it to me. May I assure you that the information provided by you shall be kept strictly
confidential and will be used only for academic purposes. Please feel free to provide your opinion by ticking (√) the
alternative that you feel best describes your opinion. I would like to pay my gratitude for your participation in this
study.

Demographic Section

SECTION - 1

1. Sex: ( ) Male ( ) Female

2. Your age (in years).Tick (√) the relevant alternative.

( ) Under 25 ( ) 25-44 ( ) 45-65 ( ) Above 65

3. Marital status: ( ) Married ( ) Unmarried

4. Monthly Family income (Tk.):

( ) Below 20,000 ( ) 20,000-40,000 ( ) 40,001-60,000 ( ) Above 60,000

5. Educational qualification: ( ) Under- Graduate ( ) Graduate ( ) Post- Graduate ( ) Others (please

specify): _____________

6. Occupation: ( ) Student ( ) Housewife ( ) Service ( ) Business ( ) Professionals ( ) Others (please

specify):______________

1.For how long have you held a bank account?

( ) < 1 yr ( ) 1-3 yrs ( ) 3-5 yrs ( )>5 yrs

Part II

2.What type of account do you have?

( ) current account ( ) Savings account ( ) Local business account ( )Corporate account

( )Foreign account (US Dollar, Euro, Pound Sterling)

3. How did you get to know about the products and service of your bank? Through;

( ) Relatives and friends () Email from the bank ( )Word of mouth ( ) Advertisements.

( ) Others, specify…………………………

4. How do you obtain regular updates of statements of your account fromthe bank?

( ) By post mail ( ) By delivering at my office ( ) By picking it up at the bank myself

( ) By personal request for statement.

5. How regular do you receive the updates of your account?

( ) Weekly ( ) Monthly ( ) Quarterly ( ) Yearly

6. Through what means do you get your suggestions get known to the bank? Through;

( ) customer complaint line ( ) Feedback boxes ( ) Interaction with frontline staf

( )Agitation at banking halls ( ) If other’ specify…………………………..

7. Do you think your suggestions are responded in the service and the products designed for customers?

( ) Most definitely ( ) Somehow () Not certain it is considered ( ) Never regarded.

8. Are you satisfied with the overall service the bank provides you with?

( ) I am highly satisfied ( ) I am ok ( ) I am not satisfied ( ) I am highly dissatisfied

SECTION – 2

In your fair view, how satisfied are you with the following provisions at your Bank? Please read each sentence and
indicate how much you agree with the statement by putting (√) in the box that best describe you.
5= Strongly Agree; 4=Agree; 3=Neutral; 2= Disagree; 1= Strongly Disagree.

Trust

S
Statements Put (√) mark
L
You have confidence in the bank’s services
1 5 4 3 2 1
The bank provides timely and trustworthy information.
2 5 4 3 2 1
Your bank maintains the information at the right level of detail for your purposes
3 5 4 3 2 1

You never get confused with the process of conducting a bank transaction
4 5 4 3 2 1

Your personal data is protected during the transaction process

5 5 4 3 2 1

High level of customers’ trust enhances bank competitiveness

6 5 4 3 2 1

Customers’ Trust has enhanced customer retention

7 5 4 3 2 1

Commitment
Satisfaction
S
S Statements Put (√) mark
L
L
The quality of products available at bank has been improved over years.
1 The most of products of banks meet your expectations. 5 4 3 2 1
Most banks operate on the philosophy that consumer is always right.
2 You find your respective bank very reliable. 5 4 3 2 1

Most banks usually fail to fulfill their responsibility to their clients

33 The satisfied service increases your relationship with bank longer. 55 44 33 22 11

44 Your bank
You are provides
satisfied seven
with mostdays andproducts
of the 24 hoursyou
access to banking services.
get served. 55 44 33 22 11

55 The
The bank is honest
bonding to its
between youcustomers regarding products
and the employees enhances retention 55 44 33 22 11

66 Your bank itselfsatisfaction

The customer stands liable to rectify
practices any types
ofered of deviation.
by your bank satisfy you 55 44 33 22 11

You find your respective bank very secured.

7 5 4 3 2 1

Conflict Management

S
Statements Put (√) mark
L
The service of your bank establishes customer complaint handling process
1 5 4 3 2 1
If you face any discrepancy regarding services, you reach to the bank for solution.
2 5 4 3 2 1
Your bank easily elicit the satisfactory solution against the complaint.
3 5 4 3 2 1

The conflict handling process of your bank satisfy you.

4 5 4 3 2 1

The employees of your bank are properly trained to manage the conflict.
5 5 4 3 2 1

The proper solution from conflict management encourages you to continue

6 relationship with bank for long. 5 4 3 2 1
Communication

S
Statements Put (√) mark
L
your banking service establishes customer complaint handling process
1 5 4 3 2 1
Banking services are displayed in a clear form.
2 5 4 3 2 1
Relationship marketing enhances the competitive edge of an organization
3 bonding with customers 5 4 3 2 1

The employees of your bank accept you positively.

4 5 4 3 2 1

The employees of the bank communicate with you through word of mouth
5 5 4 3 2 1

The employees of the bank communicate with you through internet .

6 5 4 3 2 1

Smooth communication of the bank motivates you to continue the relationship

7 for long. 5 4 3 2 1

The personnel of this bank use an easy-to-understand language while giving

8 service. 5 4 3 2 1

Service Quality

S
Statements Put (√) mark
L
This bank informs you about new campaigns and products.
1 5 4 3 2 1
The bank provides information about the new banking services.
2 5 4 3 2 1
The bank is consistent in providing quality service.
3 5 4 3 2 1

The bank is very concerned with secrecy for your transactions.

4 5 4 3 2 1

The bank ofers personalized services to meet customer need.

5 5 4 3 2 1

The service system motivates you to be retained with bank.

6 5 4 3 2 1

Expertise of staf
S
Statements Put (√) mark
L
The personnel of your bank are sincere.
1 5 4 3 2 1
The personnel of your bank understand your demands quickly.
2 5 4 3 2 1
The personnel of this bank use flexibility in language while giving service.
3 5 4 3 2 1

The personnel of your bank are knowledgeable enough.

4 5 4 3 2 1

The stafs are knowledgeable about the solution of customer problem.

5 5 4 3 2 1

You think training and development make the employees skilled to provide better
6 service 5 4 3 2 1

You think that skilled employees empowered you to be loyal to your bank.
7 5 4 3 2 1

Cooperation

S
Statements Put (√) mark
L
1 The bank has a high frequency of referrals from its customers 5 4 3 2 1
You think that your views and opinions are considered in the service delivery?
2 5 4 3 2 1
The bank’s prompt support enhances your willingness to stay with the bank.
3 5 4 3 2 1
The bank provide your personal data after a specific period.
4 5 4 3 2 1

The service provided by your bank is flawless enough to stay with the bank.
5 5 4 3 2 1

Loyalty

S
Statements Put (√) mark
L
You recommend this bank to your friends and acquaintances.
1 5 4 3 2 1
You consider yourself as the loyal customer of this bank.
2 5 4 3 2 1
You do not think of changing or leaving this bank easily.
3 5 4 3 2 1
You consider your bank as the first choice among other banks in this area
4 5 4 3 2 1

When making purchase decision on banking services the bank first comes to your
5 mind. 5 4 3 2 1

The bank has a high frequency of referrals from its customers

6 5 4 3 2 1
CRM

S
Statements Put (√) mark
L
Most of banks provide adequate online services.
1 5 4 3 2 1
Is your account(s) information is always as correct as at bank branch records.
2 5 4 3 2 1
Using Internet banking enables you to conduct banking transactions more quickly
3 5 4 3 2 1

Using Internet banking enables you to manage your bank account (s) more
4 efectively. 5 4 3 2 1

You will continue using internet banking for performing some of your banking
5 transactions 5 4 3 2 1

Between the Branch banking and Internet Banking You refer Internet Banking as
6 mostly popular way for transaction. 5 4 3 2 1

You are satisfied with internet banking because you do not have to go to bank.
7 5 4 3 2 1

You are afraid of receiving online services for the lack of skill.
8 5 4 3 2 1

Price

S
Statements Put (√) mark
L
Most banking products are priced fairly.
1 5 4 3 2 1
Competition among banks keeps charges reasonable
2 5 4 3 2 1
Consumers are willing to pay higher prices for their desired services.
3 5 4 3 2 1
CR

S
Statements Put (√) mark
L
Customer retention is more profitable than customer attraction
1 5 4 3 2 1

The bank aims at retaining its existing customers

2 5 4 3 2 1

3 5 4 3 2 1

4 5 4 3 2 1