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Ashishs Atrey

Ashishs Atrey

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Published by: Ashish Atrey on Apr 08, 2011
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10/02/2012

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I am Ashish Atrey, a student of MBA studying in Lovely Professional University Jalandhar (Punjab) and carrying out asurvey for our academic project to “Impact of service Quality onCustomer Satisfaction, Loyalty, and Commitment in The IndianBanking Sector”. So please fill this questionnaire. Your identity would not be revealed and information will only be used foacademic purpose.
TOPIC- Impact of service Quality onCustomer Satisfaction, Loyalty, anCommitment in The Indian Banking Sector.
OBJECTIVE OF THE STUDY 
The major objective of this study is to examine the strength of associationbetween service quality, customer satisfaction, customer loyalty, and commitment, and also to explore the differences in perception of these variablesbetween public and private sector banks.
The following research questions were proposed to be examine1. What is the strength of association between service quality ancustomer satisfaction, loyalty, and commitment?2. What are the differences in perception of customers regardingservice quality, customers satisfaction, loyalty, and commitment between public and private sector banks.
 
 
Questionnaire
Name : -..........................................................................................................Age :-...............................Years.Gender :-..............................(M/F)Income :-......................................................( Monthly/Annu
 
al)Occupation:-..........................................................................................................
 
(Self-employed, Employed, Professional, Unemployed,)Q1. Have you any Bank account?Yes NoQ2. Which Bank of services most you are using?SBI, PNB, Central bank, Bank of India. ICICI, AXIS, HDFC...etcQ3. The bank always abides by its promises to service quality and delivery.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ4. Bank provides the services at the time it promises to do so
.
1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ4.The bank has an easy to excess communication network & means, for all itscustomers, irrespective of their location.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ5. Bank employees provide prompt service to their customers.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ6. The behaviour of the employees of the bank instils confidence in customer 
.
 
1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ7. Employees of the bank are consistently courteous with you.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. Stronglagree
Q8 
.
Bank employees give customers individual attention.
1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ9. When you have a problem, the bank shows a sincere interest in solving it.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ10. Employees of the bank are always willing to help you.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ11. Employees of the bank are never too busy to respond to your requests.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ12. The bank has guidance signs indicating as to which counters are offeringwhich services.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ13. Employees of the bank understand your specific needs.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ14. The bank has places to sit and wait.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ15. The bank is neat and clean.1. Strongly Disagree2. Disagree 3. Uncertain 4. Agree 5. StronglagreeQ16. Employees of the bank are neat in appearance.1. Strongly 2. Disagree 3. Uncertain 4. Agree 5. Strongl

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