Ques.

Age

 18-23 Years
 24-29 Years
 30-35 Years
 35 Years and above

Ques. Educational qualifications

 UNDER GRADUATE
 GRADUATE
 POST GRADUATE

TANGIBILITY DIMENSION OF SERVICE QUALITY

(Questions1 to 4):

Physical facilities, equipments and appearance of personnel

Ques.1 HDFC bank has modern looking equipment.

 STRONGLY DISAGREE 5
 DISAGREE
 UNCERTAIN
 AGREE

Ques.2 The bank's physical features are visually appealing.

 DISAGREE
 UNCERTAIN
 AGREE
Ques.3 The bank's reception desk employees are neat appearing.

 STRONGLY DISAGREE 5
 DISAGREE
 UNCERTAIN
 AGREE

Ques.4 Materials associated with the service (such as pamphlets or statements)

are visually appealing at the bank.

 DISAGREE
 UNCERTAIN
 AGREE
 STRONGLY AGREE

RELIABILITY DIMENSION OF SERVICE QUALITY

(Questions 5 to 8):

Ability to perform the promised service dependably and accurately

Ques.5 When the bank promises to do something by a certain time, it does so.

 STRONGLY DISAGREE
 DISAGREE
 UNCERTAIN
 AGREE
 STRONGLY AGREE

Ques. 6 When you have a problem, the bank shows a sincere interest in solving it
  DISAGREE
 UNCERTAIN
 AGREE
 STRONGLY AGREE

Ques.7 The bank performs the service right the first time

o STRONGLY DISAGREE
o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.8 The bank insists on error free records.

 DISAGREE
 UNCERTAIN
 AGREE
 STRONGLY AGREE

RESPONSIVENESS DIMENSION OF SERVICE QUALITY

(Question 9 to 12): Willingness to help customers and provide prompt services

Ques. 9 Employees in the bank tell you exactly when the services will be
performed.

o STRONGLY DISAGREE
o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques. 10 Employees in the bank give you prompt service.

 o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

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

o UNCERTAIN
o AGREE
o STRONGLY AGREE

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

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

ASSURANCE DIMENSION OF SERVICE QUALITY

(Question13 to 16):

Knowledge and courtesy of employees and their ability to inspire trust and
confidence

Ques.13 The employees of the bank are trustworthy.

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.14 The behavior of employees in the bank instills confidence in you.

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.15 You feel safe in your transactions with the bank.

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.16 Employees in the bank have the knowledge to answer your questions.

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

EMPATHY DIMENSION OF SERVICE QUALITY

(Question17 to 20):

Caring and individualized attention that firm provides to its customers

Ques.17 The bank gives you individual attention

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.18 The bank has operating hours convenient to all its customers

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.19 The bank has your interests best at heart.

o STRONGLY DISAGREE
o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.20 The employees of the bank understand your specific needs.

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE