CUSTOMER SATISFACTION WITH BANKS SERVICES: A COMPARATIVE STUDY BETWEEN ISLAMIC AND

CONVENTIONAL BANKS

Dear Respondent,
Any information you provide will be kept strictly confidential. This survey is completely voluntary. Your full
participation would greatly help the cause of the study. Thank you

Customer Bank…………………………………………..

Respondent characteristics

Gende Male Female

r

Ag below 19 20-29 30-39 40-49 50-59 60 above

e

Occupation Self- Private sector employee Govt. sector Retired.

employed employee

Academic qualification Less than high High school Bachelor degree Maste Phd
school r

Income (₦) below 19000 20000-29000 30000-39000 40000-49000 50000-59000 60000 above

Instruction: Please indicate the extent to which you believe your Bank has the features and benefits described by
the statements
SCORE 1-5 ON A SCALE OF: 5- very satisfied, 4- slightly satisfied, 3-Neutral, 2- slightly dissatisfied, 1- very
dissatisfied
Parameter Variables 1 2 3 4 5

1. Compliance & Strictness 1. Rigidity of rules and regulations

(8) 2. Flexibility of repayment (amount loaned
or asset purchased)
3. Level of credit worthiness requirements
4. Strictness of default provisions
5. Maintenance of Confidentiality by the
bank
6. Confidence in the Bank's management
7. Minimum amount (loaned or asset
purchased)
8. Maximum amount (loaned or asset
purchased)

2. Management & Efficiency 9. Efficiency of Counter services

(7) 10. Efficiency of transactions
11. Efficiency of Document processing
12. Knowledge of customer's business
13. Service by the management team
14. Service by the customer service team
15. Behavior of employees

1
3. Product Offering (2) 16. Provision of products and services
17. Provision of profit-sharing investment

4. Product Range & Quality 18. Range of available financial Products

Services (6) 19. Quality of financial Products
20. Availability of financial advice
21. Quality of Financial Advice
22. Availability of foreign correspondence
23. Provision of global network

5. Accessibility & 24. Convenience of branch locations

Convenience (8) 25. Number of branches
26. Uniformity of services in all branches
27. Access to current banking related
information
28. Access to past banking related information
29. Ease of opening an account
30. Minimum balance to open a new account
31. Convenience of working hours

6. Environment, Facilities &
Comfort (5)
32. Facilities of the bank, e.g., ATM, number
of counters, etc.*
33. Cleanliness of the banking environment*
34. Seating/Waiting provision of the bank
35. Overall interior comfort of Branches
36. Use of Technology

7. Risk & Return (2) 37. Risk of Depositing money in the bank
38. Overall Service charge