Marketing strategies of the Premier Bank Service Quality Survey
Subject: Marketing | Topics:

Questioner

Service Quality Survey

The purpose of this survey is to improve the level of customer satisfaction of Premier Bank Limited. Al information received will be kept confidential and will be used for academic purpose only. Your kind cooperation will be highly appreciated

Section 1:

Please indicate the extent to which you agree or disagree with the following statement s about the service   you received from the Bank staff during your transaction.

Please put  the tick mark on the  scale number (1-Strongly Disagree,2-Disagree,3-Neutral,4-Agree,  5-Strongly Agree ) as your opinions

 

SLSERVQUAL -ExpectationsStrongly DisagreeDisagreeNeutralAgreeStrongly Agree
1Bank will have modern looking equipment.12345
2The physical facilities at excellent bank  should be visually appealing12345
3Personnel at excellent bank will be neat in appearance12345
4Materials associated with the service (such as pamphlets or statements) will be visually appealing in an excellent bank12345
5When excellent bank promise to do something by a certain time they will do so12345
6When a client has a problem, excellent bank will show

a sincere interest in solving it.

12345
7Excellent bank will provide their services at the time they promise to do so.12345
8Excellent bank will insist on error-free records.12345
9Personnel in excellent bank will tell clients exactly when services will be performed.12345
10Personnel in excellent bank will give prompt service to client.12345
11Personnel in excellent bank will always be willing to help client.12345
12The behavior of personnel in excellent bank will install  confidence in client12345
13Personnel in excellent bank will be consistently courteous with client.12345
14Excellent bank will give client individual attention.12345
15Excellent bank will have operating hours convenient to their entire client.12345
16Excellent bank will have staffs who give clients personal attention.12345
17Excellent bank will have

the clients  best interests at heart.

12345
18The personnel of excellent bank will understand the specific needs of their clients.12345
19Personnel in excellent bank will never be too busy to respond to clients’ requests.12345
20Personnel in excellent bank will have the knowledge to answer clients’ questions.12345
21Bank will deduct less service charge12345
22Bank will give more interest rate to their clients12345
23Bank will charge less penalty to their clients12345
24Bank will provide less waiting time to their clients12345
25Bank will extent the time of payment installment12345

 

SLSERVQUAL -PerceptionsStrongly DisagreeDisagreeNeutralAgreeStrongly Agree
1Bank should have modern looking equipment.12345
2The physical facilities at excellent bank  should be visually appealing12345
3Personnel at excellent bank should be neat in appearance12345
4Materials associated with the service (such as pamphlets or statements) should be visually appealing in an excellent bank12345
5When excellent bank promise to do something by a certain time they should  do so12345
6When a client has a problem, excellent bank should show

a sincere interest in solving it.

12345
7Excellent bank should provide their services at the time they promise to do so.12345
8Excellent bank should insist on error-free records.12345
9Personnel in excellent bank should tell clients exactly when services will be performed.12345
10Personnel in excellent bank should give prompt service to client.12345
11Personnel in excellent bank should always be willing to help client.12345
12The behavior of personnel in excellent bank should install  confidence in client12345
13Personnel in excellent bank should be consistently courteous with client.12345
14Excellent bank should give client individual attention.12345
15Excellent bank should have operating hours convenient to their entire client.12345
16Excellent bank should have staffs who gives clients personal attention.12345
17Excellent bank should have the clients  best interests at heart.12345
18The personnel of excellent bank should l understand the specific needs of their clients.12345
19Personnel in excellent bank should never be too busy to respond to clients’ requests.12345
20Personnel in excellent bank should have the knowledge to answer clients’ questions.12345
21Bank should deduct less service charge12345
22Bank should give more interest rate to their clients12345
23Bank should charge less penalty to their clients12345
24Bank should provide less waiting time to their clients12345
25Bank should extent the time of payment installment12345

 

Section 2: Overall Satisfaction

01Bank service meets my expectation12345
02I am satisfied to opening Premier Genius account in this bankYesNo

 

Please clarify your choice:

a 
b 
c 
d 
e 

 

03I will recommend this bank to my friends and or associates12345
04I am willing to continue transaction with this bank12345
05I experienced problems with this bankYesNo

 

Please clarify your choice:

a 
b 
c 
d 
e 

 

06My problem resolved satisfactoryYesNo

 

Section3: Respondent Identity

Name of the respondent

Details Designation of the Respondent

Gender:        Female                 Male

Age:             16-20             21-25              26-30            31-35

Education:        HSC                          Undergraduate 

                        Graduate                    Post Graduate

 

Thanks For your Cooperation’s

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