Personal Information

1.Name: 2.Gender: 3.Age (in year): 4.Profession: a. Male a. 16-25 a. Student b. Female b. 26-35 c. 36-45 d. 56-65 d. Other

b. Businessman a. Yes

c. Service Holder b. No

5. Do u have any account in DBBL:

Now I would like to give some questions from several dimensions. The answer mark will be as followed:

Strong Disagree=1, Disagree=2, Undecided=3, Agree=4, Strong Agree=5. No

Question
# In terms of the service you received from the customer service representatives, how satisfied were you with the following? Friendly and courteous manner Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Recognition of you as valued customer Professional and attractive appearance # How satisfied were you with the following aspects of the branch facility? Clean & well cared facilities Efficient, no wait service No long line ups at counter Availability of information brochures Pleasant & attractive decor Automatic bank machines in convenient locations # How satisfied are you with the way Handle your account efficiently, without mistakes Explain charges clearly The customer service system is much better than another bank ATM booths are available in every where DBBL website provide proper information Bank lone service is good from another bank Offer of other services or alternative means to meet your needs The level of privacy to offer in the branch THANK YOU

SA

SD

1 2 3 4 5 6

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

7 8 9 10 11 12 13 14 15 16 17 18 19 20

5 5 5 5 5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2 2 2 2 2

1 1 1 1 1 1 1 1 1 1 1 1 1 1

Dear Participants, a warm welcome goes to you at the beginning for being cooperative with me. I am a student of Eastern University conducting a report paper and I will be very thankful to u for this cooperation. The topic of this questionnaire is: Customers Performance of DBBL. A study on branch Dhanmondi. This questionnaire is for the report purpose. Its results will not be used for analysis in report paper. Please provide information with confidence. Your information will not be disclosed.

Mahmuda Akter Eastern University