Questionnaire
An Analysis of Customers’ Satisfaction – A case Study on IFIC Bank Ltd.”
I am the student of BBA under Faculty of Business & Economics of Daffodil Int. University conducting an Internship report survey about An analysis of Customers’ Satisfaction -A case Study on IFIC Bank Ltd.” and would like to know your views and opinions. Would you mind spending a few minutes to help me by completing this questionnaire? The data collected through the survey will be used for only developing the internship report and will not be disclosed elsewhere.
Please put the tick (√) marks in the appropriate box.
1. Gender
Male Female
2. Age
15-30 yrs 31-45 yrs 46-60 yrs more than 60
3. Occupation:
Service holder Business person others…………….
Strongly Agree Neutral Disagree Strongly
Agree Disagree
4. When IFIC Bank ltd promises to do something
by a certain time, it does so………………… 5 4 3 2 1
5. When you have a problem, IFIC Bank ltd shows
a sincere interest in solving your problems…. 5 4 3 2 1
6. IFIC Bank ltd performs the right service at
first time…………………………………….. 5 4 3 2 1
7. IFIC Bank ltd. provides its services at the time
it promises to do so…………………………… 5 4 3 2 1
8. IFIC Bank ltd. keeps you informed about when
services will be performed………………….. 5 4 3 2 1
9. The employees in IFIC Bank give you prompt
Service………………………………………. 5 4 3 2 1
10. The employees in IFIC Bank always willing
to help you…………………………………… 5 4 3 2 1
11. The employees in IFIC Bank are never
too busy to respond to your request…………. 5 4 3 2 1
12. The behavior of the employees of the
IFIC Bank inspires confidence in you……… 5 4 3 2 1
13. You feel safe in your transactions
with IFIC Bank ltd ………………………… 5 4 3 2 1
14. The employees in IFIC Bank consistently
courteous with you………………………….. 5 4 3 2 1
15. The employees in IFIC Bank have the
knowledge to answer your questions………. 5 4 3 2 1
16. IFIC Bank ltd gives you individual attention… 5 4 3 2 1
17. IFIC Bank has employees who give you
individual attention………………………… 5 4 3 2 1
18. IFIC Bank has your best interests at heart…. 5 4 3 2 1
19. The employees in IFIC Bank understand
your specific needs………………………… 5 4 3 2 1
20. IFIC Bank has modern-looking and hi-tech
equipments…………………………………. 5 4 3 2 1
21. IFIC Bank’s physical facilities are visually
appealing…………………………………… 5 4 3 2 1
22. The employees of the IFIC Bank appear neat…5 4 3 2 1
23. Materials associated with the service
are visually appealing at the IFIC Bank ltd 5 4 3 2 1
24. IFIC Bank has convenient business hours… 5 4 3 2 1
25. How satisfied are you with the behavior
of IFIC Bank’s staff ………………………… 5 4 3 2 1
26. How satisfied are you with the product
knowledge of IFIC Bank’s staffs…………… 5 4 3 2 1
27. How satisfied are you with the fees/service
charges of the IFIC Bank……………………… 5 4 3 2 1
28. How satisfied are you with the way you
receive your statements………………………… 5 4 3 2 1
29. How satisfied are you with the cheque
book/ delivery……………………………… 5 4 3 2 1
30. How satisfied are you with the way IFIC
bank’s issue/cash fixed deposits …………… 5 4 3 2 1
31. How satisfied are you with the time you have
to wait for a service at IFIC Bank’s branches….. 5 4 3 2 1
32. How do you feel when you go to a IFIC Bank’s branch…………………………………..
1. Warm welcome 2. Neutral 3. Ignored
33. Would you recommended IFIC Bank to your relatives/ friends/colleagues…………………
1. Yes 2. No
