Marketing strategies of the Premier Bank Service Quality Survey

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

SL	SERVQUAL -Expectations	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
1	Bank will have modern looking equipment.	1	2	3	4	5
2	The physical facilities at excellent bank should be visually appealing	1	2	3	4	5
3	Personnel at excellent bank will be neat in appearance	1	2	3	4	5
4	Materials associated with the service (such as pamphlets or statements) will be visually appealing in an excellent bank	1	2	3	4	5
5	When excellent bank promise to do something by a certain time they will do so	1	2	3	4	5
6	When a client has a problem, excellent bank will show a sincere interest in solving it.	1	2	3	4	5
7	Excellent bank will provide their services at the time they promise to do so.	1	2	3	4	5
8	Excellent bank will insist on error-free records.	1	2	3	4	5
9	Personnel in excellent bank will tell clients exactly when services will be performed.	1	2	3	4	5
10	Personnel in excellent bank will give prompt service to client.	1	2	3	4	5
11	Personnel in excellent bank will always be willing to help client.	1	2	3	4	5
12	The behavior of personnel in excellent bank will install confidence in client	1	2	3	4	5
13	Personnel in excellent bank will be consistently courteous with client.	1	2	3	4	5
14	Excellent bank will give client individual attention.	1	2	3	4	5
15	Excellent bank will have operating hours convenient to their entire client.	1	2	3	4	5
16	Excellent bank will have staffs who give clients personal attention.	1	2	3	4	5
17	Excellent bank will have the clients best interests at heart.	1	2	3	4	5
18	The personnel of excellent bank will understand the specific needs of their clients.	1	2	3	4	5
19	Personnel in excellent bank will never be too busy to respond to clients’ requests.	1	2	3	4	5
20	Personnel in excellent bank will have the knowledge to answer clients’ questions.	1	2	3	4	5
21	Bank will deduct less service charge	1	2	3	4	5
22	Bank will give more interest rate to their clients	1	2	3	4	5
23	Bank will charge less penalty to their clients	1	2	3	4	5
24	Bank will provide less waiting time to their clients	1	2	3	4	5
25	Bank will extent the time of payment installment	1	2	3	4	5

SL	SERVQUAL -Perceptions	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
1	Bank should have modern looking equipment.	1	2	3	4	5
2	The physical facilities at excellent bank should be visually appealing	1	2	3	4	5
3	Personnel at excellent bank should be neat in appearance	1	2	3	4	5
4	Materials associated with the service (such as pamphlets or statements) should be visually appealing in an excellent bank	1	2	3	4	5
5	When excellent bank promise to do something by a certain time they should do so	1	2	3	4	5
6	When a client has a problem, excellent bank should show a sincere interest in solving it.	1	2	3	4	5
7	Excellent bank should provide their services at the time they promise to do so.	1	2	3	4	5
8	Excellent bank should insist on error-free records.	1	2	3	4	5
9	Personnel in excellent bank should tell clients exactly when services will be performed.	1	2	3	4	5
10	Personnel in excellent bank should give prompt service to client.	1	2	3	4	5
11	Personnel in excellent bank should always be willing to help client.	1	2	3	4	5
12	The behavior of personnel in excellent bank should install confidence in client	1	2	3	4	5
13	Personnel in excellent bank should be consistently courteous with client.	1	2	3	4	5
14	Excellent bank should give client individual attention.	1	2	3	4	5
15	Excellent bank should have operating hours convenient to their entire client.	1	2	3	4	5
16	Excellent bank should have staffs who gives clients personal attention.	1	2	3	4	5
17	Excellent bank should have the clients best interests at heart.	1	2	3	4	5
18	The personnel of excellent bank should l understand the specific needs of their clients.	1	2	3	4	5
19	Personnel in excellent bank should never be too busy to respond to clients’ requests.	1	2	3	4	5
20	Personnel in excellent bank should have the knowledge to answer clients’ questions.	1	2	3	4	5
21	Bank should deduct less service charge	1	2	3	4	5
22	Bank should give more interest rate to their clients	1	2	3	4	5
23	Bank should charge less penalty to their clients	1	2	3	4	5
24	Bank should provide less waiting time to their clients	1	2	3	4	5
25	Bank should extent the time of payment installment	1	2	3	4	5

Section 2: Overall Satisfaction

01	Bank service meets my expectation	1	2	3		4	5
02	I am satisfied to opening Premier Genius account in this bank	Yes			No

Please clarify your choice:

a
b
c
d
e

03	I will recommend this bank to my friends and or associates	1	2	3		4	5
04	I am willing to continue transaction with this bank	1	2	3		4	5
05	I experienced problems with this bank	Yes			No