G.H.PATEL POSTGRADUATE INSTITUTE OF BUSINESS MANAGEMENT 1

Q U E S T I O N N A I R E

Dear Respondent,

We are the students of G. H. Patel Postgraduate Institute of Business Management, Sardar Patel

University. We are conducting the research on “Customer Satisfaction towards using Banking

Services in the region of Vadodara”. Your data will be limited to academic purpose only, will

be kept confidential.

1.) In which type of bank do you have your account?

Private Public

2.) In a private bank, how many accounts you have?

0 1 2 3 More than 3

3.) In Public bank, how many accounts you have?

0 1 2 3 More than 3

4.) On what basis do you prefer your bank?

Service Safety Location Interest Rates Insurance

Locker facility Loans

5.) Which type of banking do you prefer?

Physical Online Telephonic

6.) For which purpose do you use banking services ?

Loan Deposits Transfer Saving Locker facility

Insurance Any other, then please specify__________________

7.) How often do you visit your bank?

Daily Weekly Once in Fotnight Once in a Month

G.H.PATEL POSTGRADUATE INSTITUTE OF BUSINESS MANAGEMENT 2

8.) In terms of service, how satisfied were you for the following?

Attributes Highly

Agree

Agree Neutral Disagree Highly

Disagree

Bank has up to date equipments.

Bank provides services as they

promised.

Bank’s employees are well

dressed and appear neat.

When you have problems, bank

is sympathetic and reassuring.

Bank is dependable.

Bank keeps its records

accurately.

Employees are willing to help

customers.

Employees of the bank are trust

worthy.

Employees are polite.

Bank does not tell customers

when services will be

performed.

Customer does not receive

prompt service from the

employee.

Emloyees of the bank are too

busy to respond to customer

requests promptly.

Bank does not give you

individual attention.

G.H.PATEL POSTGRADUATE INSTITUTE OF BUSINESS MANAGEMENT 3

Employees of the bank do not

give you personal attention.

Employyes of the bank do not

know what your needs are

Bank does not have your best

interests at heart.

Bank does not have operating

hours convenient to all their

customers.

9.) In terms of service, you received from the customer service representatives, how satisfied

were you for the following?

Locker facillity ATM Services E-Banking

Documentation required for a loan Deposits

Others, please specify ________________

10.) If you are satisfied with your current bank, then would you recommend your bank to other

person?

Yes No

Personal Information :-

1.) Age :-

18 – 25 years 26 – 30 years

31 – 35 years Above 35 years

2.) Occupation :-

Student Businessman

Proffessional Others,please specify ____________

G.H.PATEL POSTGRADUATE INSTITUTE OF BUSINESS MANAGEMENT 4

3.) Annual Income :-

0 – 1,00,000 1,00,000 – 3,00,000

3,00,000 – 5,00,000 5,00,000 and more