QUESTIONNAIRE

Respected Sir/Madam

I am an MBA student of Shri Mata Vaishno Devi University surveying Service

Quality of Banks. I request you to spare a little time for this questionnaire. I assure you
that the information provided by you will be for research purpose only. I shall be
extremely grateful for your kind support.

I. Name of the Respondent:

II. Gender:
a) Male
b) Female
III. Age:
a) Below 25 years
b) 26-35 years
c) 36-45 years
d) Above 45 years
IV. Education:
a) 10th pass
b) 12th pass
c) Under Graduate
d) Post Graduate
e) Others
V. Occupation:
a) Employed
b) Self-Employed
c) Student
d) Other
VI. Which bank’s services are you using:
a) HDFC Bank
b) State Bank of India
c) J&K Bank
d) Union Bank of India
e) Others
VII. You have been a customer of this bank since:
a) Less than a year
b) 1-3 years
c) 3-5 years
d) More than ten years
VIII. The frequency of Transaction:
a) Daily
b) Once a Week
c) Once a Month
The following statements show the expectations and perception regarding the Banks. On
a scale 1 to 5, how do you rate the Service Quality on the following statements

Please tick the appropriate column

1. Strongly Disagree
2. Disagree
3. Neither Agree nor Disagree
4. Agree
5. Strongly Agree

S Statements of Service Quality Expectation Perception

No.
1 2 3 4 5 1 2 3 4 5

TANGIBILITY

1. The bank has up-to-date

equipment (ATM, Cash Deposit
Machines, E – banking etc.).

2. Physical facilities (sitting

facilities etc.) at the bank are
visually appealing.

3. Employees at the bank are well

dressed and neat in appearance.

4. The bank has clear guidance

and information sign.

RELIABILITY

5. When the bank promises to do

something by a certain time, it
does so.

6. When the customer has a

problem, the bank shows
sincere interest in solving it.

7. The bank maintains error free

records.

8. The bank provides services

efficiently at the first time.
 RESPONSIVENESS

9. The bank is always willing to

solve the problem of customers.

10. Employees of the bank are

never too busy to respond to
requests of customers.

11. Employees of the bank inform

the customers exactly when the
services will be performed.

12. Employees of the bank perform

their duties in remarkable way.

ASSURANCE

13. Employees of the bank have the

necessary knowledge and skills
to answer customer’s questions

14. Employees of the bank listen to

the complaints of the
customers and act timely.

15. Employees of the bank are

consistently courteous to
customers.

16. Employees of the bank can be

trusted while making
transactions.

EMPATHY

17. Employees of the bank make

customers feel comfortable.

18. The bank gives individual

attention to the customers.

19. Employees of the bank

understand the specific needs
of their customers.

20. The bank has operating hours

convenient to all the customers.