SL. A.

No Statement H.D. D. A.D A H.D

1. Mid Land bank has modern looking 1 2 3 4 5

Equipment.
2. Mid Land Bank‘s physical facilities are 1 2 3 4 5

Visually appealing.
3. Mid Land Bank‘s reception desk 1 2 3 4 5
employees
are neat appearing.
4. Materials associated with the service 1 2 3 4 5

(such as pamphlets or statements) are

visually appealing at Mid Land bank.
5. When Mid Land bank promises to do 1 2 3 4 5

something by a certain time, it does

so.
6. When you have a problem, Mid Land 1 2 3 4 5

bank shows a sincere interest in

solving it.
7. Mid Land bank performs the service 1 2 3 4 5

right the first time.

8. Mid Land bank provides its service at 1 2 3 4 5

the time it promises to do so.

9. Mid Land bank insists on error free 1 2 3 4 5

records
10. Employees in Mid Land bank tell 1 2 3 4 5

you exactly when services will be performed.

 Employees in Mid Land bank give 1 2 3 4 5

11. you prompt service.

Employees in Mid Land bank are 1 2 3 4 5

12. always willing to help you.

Employees in Mid Land bank are 1 2 3 4 5

13. never too busy to respond to your

request.

The behavior of employees 1 2 3 4 5

14 in Mid Land bank instills confidence in

You .

You feel safe in your 1 2 3 4 5

15. transactions with Mid Land

bank.

Employees in Mid Land bank are 1 2 3 4 5

16. Consistently courteous with you.

Employees in Mid Land bank have 1 2 3 4 5

17. the knowledge to answer your

question s.

Mid Land bank gives you 1 2 3 4 5

18. individual attention.

Mid Land bank has operating hours 1 2 3 4 5

19. Convenient to all its customers.

The employees of Mid Land bank 1 2 3 4 5

20. understand your specific needs.