q final

7/29/2019 Q Final

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Questionnaire

“COMPRATIVE STUDY OF CUSTOMERS PERCEPTION ON BANKING

SERVICES OF SBI AND BOB”

PERSONAL INFORMATION

Name:- _____________________________________________________

Gender:- Male Female

Age:- 18 to 30 30 to 40

40 to 50 More than 50

Occupation: - Student Employed

Business Man House wife

Income:- Below 10k 10k to 25k

25k to 40k Above 40k

SERVQUAL QUESTIONS

The following questionnaire relate to your feelings about the services provided by SBI

OR BOB. Please show the extent to which you believe this bank has the feature

described in the statement. Here, we are interested in a number from 1 to 5 that shows

your Expectations and Perceptions about the bank.

You should rank each statement as follows:

Strongly Disagree N Strongly Agree

1 2 3 4 5

Reliability

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(1) The Bank provides timely service in relation to ATM, RTGS, NEFT, ECS

etc

Strongly Disagree Disagree Natural Agree Strongly Agree

(2) The Bank provides required and accurate information when needed about theusage and operation of various banking technology


(3) The Bank shows sincere interest in solving a customer ’s problem pertaining to

any delay in transaction or mistake by user


Tangibility

(4) The Bank has accessible materials like forms, broachers, stationary associated

with system services.


(5) The employees are properly trained and able to guide about the use of

technology


(6) The Bank has different properly identified counters.


(7) The Bank has good ATM’s services


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(8) The Bank maintains sufficient and easy to use Online

Banking facility


(9) The B a n k is well equipped with the time saving technology

facility like phone banking and mobile banking.


Responsiveness

(10) Employees are good in explaining the various technological

products and services the Bank provides.


(11) Employees in the bank are always willing to help you.


(12) Employees in the bank are never too busy to respond to your request.


Assurance

(13) Customers feel safe about their transactions done byInternet banking, RTGS, NEFT, Mobile Banking etc


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(14) Employees are competent and knowledgeable.


(15) The Bank maintains good systems for its efficient functioningStrongly Disagree Disagree Natural Agree Strongly Agree

Empathy

(16) The Customers get individual attention


(17) The bank has operating hours convenient to all its customers


(18) The Bank has reliable Home delivery services.


(19) The bank has your best interests at in providing quick and effective banking

services


(20) The Bank maintains long term customer relationships.


Weight age given by respondents to different dimension

1. The appearance of the banks physical facilities, equipment, technological

support, personnel and communication materials.

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2. The knowledge and politeness of the bank's employees and their ability to

convey trust and confidence


3. The banks readiness to help customers and provide prompt service


4. The bank's ability to perform the promised service consistently and accurately


5. The caring individual attention the bank provides its customers.


THANK YOU

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q final

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