QUESTIONNAIRE

Service Quality Dimensions of New Private sector Banks in Erode District

SECTION – 1

Service quality Expectations Questionnaire:

This section of the survey deals with your opinions of banks. Please show the extent to
which you think banks should posses the following features. What we are interested in here is a
number that best shows your expectations about institutions offering banking services.

Please tick ( √)against appropriate box where 1=Strongly Disagree 2= Disagree

3=Neither / Nor-agree 4=Agree 5=Strongly Agree the Statements.

S.No S.D D N A
Service Quality dimensions S.A(5)
(1) (2) (3) (4)
I Tangibles:
1. Excellent banks will have modern looking equipment.
2. The physical facilities at excellent banks will be
visually appealing.
3. Employees at excellent banks will be neat in their
appearance.
4. Materials associated with the service (pamphlets or
statements) will be visually appealing at an excellent
bank
II Reliability:
5. When excellent banks promise to do something by a
certain time, they do.
6. When a customer has a problem, excellent banks will
show a sincere interest in solving it.
7. Excellent banks will perform the service right the first
time.
8. Excellent banks will provide the service at the time
they promise to do so.
9. Excellent banks will insist on error free records.
III Responsiveness:
10. Employees of excellent banks will tell customers
exactly when services will be performed.
11. Employees of excellent banks will give prompt
service to customers.
12. Employees of excellent banks will always be willing
to help customers.
13. Employees of excellent banks will never be too busy
to respond to customers' requests.
IV Assurance:
14. The behaviour of employees in excellent banks will
instill confidence in customers.
15. Customers of excellent banks will feel safe in
transactions.
16. Employees of excellent banks will be consistently
courteous with customers.
17. Employees of excellent banks will have the
knowledge to answer customers' questions.
V Empathy:
18. Excellent banks will give customers individual
attention.
19. Excellent banks will have operating hours
convenient to all their customers.
20. Excellent banks will have employees who give
customers personal service.
21. Excellent banks will have their customers' best
interest at heart.
22. The employees of excellent banks will understand
the specific needs of their customers.
 Access:
VI 23.Excellent bank provide convenient working hours
24. Excellent bank would be setup in convenient
location.
25.Easy to operate accounts have less formalities
26. Excellent bank has mobile and net banking facility.
27. ATM and Parking facility.
28. The excellent bank has good complaint handling
system to resolve our problem.
VII Security:
29. Customers of excellent banks will feel safe in
transactions.
30. Excellent bank provide financial security and
Confidentiality of account information.
31. The bank’s site is secured for your credit card
information.
VIII Price & Product variety
32. The Excellent banks will give competitive interest
rate.
33. The Excellent bank will charge reasonable service
charge.
34.The bank offers products and services according to
the needs of individual
35. The bank offers a wide range of products and
services.

DEMOGRAPHIC PROFILE
Customer Name: ---------------------------------------
82. Bank Name and Account Number------------------------
83. Gender: Male Female
84. Age: Less than 25 years 26 to 35 36 to 45 46 and above
85. Educational Qualification:
 Below higher secondary Under graduate Post graduate
Technical graduate
Professional others----------
86. Occupation:
Government employed Private employed Self-employed
Professional House wife Student Retired
87. Monthly Income: Less than Rs 10,000 Rs 10,001 -25,000
Rs 25,001 -40,000 More than 40, 0000
88. Type of Account: Current a/c Saving A/c Salary A/c
89. Since how long you are banking with this bank --------------------
90. How frequently do you visit the branch?
Every day 1-2 times per week 1-2 times per fortnight
1-2 times per month
92. While opening account in a bank, which factor you are considered most? Rank according
to your preference: (1 to 8)
Location Interest rate convenient business hours
Employee behavior Facilities and amenities Security norms
Good service Advance technology

Thank you Very much for your Kind Co-operation