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QUESTIONNAIRE

A STUDY OF CUSTOMER'S SATISFACTION TOWARDS SERVICE QUALITY OF PUBLIC & PRIVATE SECTOR BANKS
PROVIDE RATING ON FIVE POINT SCALE WHERE 1= VERY BAD 2= BAD 3=AVG

SERVICES QUALITY DIMENSION
TANGIBILITY
Q:-1 Bank uses modern equipment
Q:-2 Bank provides good physical facilities

5= VERY GOOD

RESPONDENT OF HDFC BANK
1
5
5

Q;-3 Printed material provided by bank is of 5
good quality
Q:-4 Employees are well dressed

4= GOOD

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9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
3 2 5 5 5 5 5 5 5 5 4 5 3 4 3 5
2 5 4 4 4 4 5 4 5 3 5 5 5 4 3 3
4 4 4 4 4 4 5 5 4 3 5 4 5 2 3 3

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RELIABILITY
Q:-5 Employees take interest in solving the
Q:-6 Provides timely services
Q:-7 Provides error free services
Q:-8 Gives importance to the customers
RESPONSIVENESS
Q:-9 Gives prompt services
Q:-10 Employees are willing to help the
Q:-11 Employees are punctual
Q:-12 Approachability to the superiors
ASSURANCE
Q:-13 Feel safe with the transactions
Q:=14 Employee have knowledge to answer
Q:-15 Employees are consistently courteous
Q:-16 Provides accurate information
EMPATHY
Q:-17 Individual attention is given
Q:-18 Convenient operting hours
Q:-19 Provides fruitful suggestion
Q:-20 Understands specific need of

RESPONDENT OF ICICI BANK 25 4 3 4 RESPONDENT OF S 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 5 5 4 4 5 5 5 4 5 3 3 4 4 5 4 5 4 4 4 3 4 4 5 4 5 5 5 5 4 4 4 4 3 4 3 3 4 5 4 3 3 5 4 4 3 5 4 4 3 3 4 4 3 4 3 4 4 4 3 3 4 3 4 3 5 5 5 2 3 49 50 5 4 2 5 3 4 51 52 53 54 55 56 57 58 2 4 5 4 4 1 1 4 2 2 4 4 1 2 2 5 1 4 5 4 5 3 3 3 4 5 5 5 5 5 3 5 4 4 3 3 3 3 4 5 4 4 3 5 5 4 5 5 4 5 2 2 4 4 3 4 4 3 4 4 3 4 4 5 4 5 4 5 5 5 4 4 4 5 4 4 4 5 5 4 4 5 3 3 3 4 4 4 5 4 4 4 4 4 5 4 4 4 3 2 2 2 3 3 3 3 4 3 3 3 4 3 4 3 3 4 3 4 5 5 4 4 5 4 3 3 4 4 3 4 2 4 2 4 5 4 5 4 5 4 5 4 4 4 3 3 1 2 3 5 5 5 4 5 2 5 4 3 5 4 3 5 2 2 4 2 2 2 4 3 4 4 5 2 4 4 4 4 3 4 4 2 5 1 5 3 3 2 3 3 3 3 5 4 4 3 5 5 5 5 4 3 5 4 3 3 3 4 5 5 5 3 3 5 5 4 5 3 4 4 2 3 4 4 3 3 2 3 3 4 4 5 4 5 5 4 4 4 4 5 4 4 5 5 4 5 5 5 4 4 4 5 5 5 4 5 4 5 3 4 4 3 3 3 3 3 3 4 3 3 3 4 4 4 4 5 4 3 3 4 3 4 4 3 4 4 5 5 5 4 4 3 3 4 4 2 1 5 5 5 3 2 5 3 2 5 3 2 3 4 2 3 2 5 4 3 3 4 4 3 4 5 4 3 3 3 2 3 3 4 4 5 5 4 4 3 4 5 3 3 3 3 4 4 3 5 5 4 3 5 5 3 2 4 2 3 4 5 3 4 5 4 3 3 4 5 5 5 5 4 4 5 5 3 3 3 3 3 3 4 5 4 3 3 3 4 3 5 5 3 4 2 2 4 5 4 4 3 5 4 4 3 5 4 4 4 4 4 5 5 5 4 4 3 5 5 4 4 3 3 3 3 3 4 3 2 4 3 4 4 5 4 3 4 4 4 4 4 4 4 3 4 4 5 4 5 4 3 3 3 2 2 3 2 4 5 4 4 4 4 5 4 2 3 3 3 3 4 4 5 5 5 5 3 3 5 5 5 5 5 4 5 5 4 4 5 4 5 4 5 5 5 5 4 4 4 4 3 3 3 4 4 4 4 5 3 3 2 4 3 5 4 4 4 5 4 3 4 3 3 4 3 3 4 5 4 4 4 3 4 3 3 5 4 3 5 3 5 2 3 4 4 4 3 2 2 4 3 3 2 3 4 3 3 4 4 3 4 4 5 3 5 4 3 3 3 3 3 4 4 5 5 4 4 5 4 5 4 3 3 5 4 3 5 4 3 4 5 4 3 2 5 5 3 4 3 4 4 3 4 4 3 .

RESPONDENT OF SBI BANK 59 60 4 5 4 2 4 4 61 4 4 4 RESPONDENT OF PNB BANK 62 63 64 65 66 67 68 69 70 71 4 5 2 1 1 1 2 3 4 3 4 2 4 2 2 2 1 4 4 4 4 4 2 3 3 3 3 3 4 3 72 5 1 4 73 74 75 2 3 3 3 2 3 4 4 4 76 77 78 79 2 3 3 3 2 3 3 3 2 3 3 3 80 81 82 83 84 85 86 87 88 89 90 3 3 2 1 3 5 3 5 3 3 3 2 2 2 2 3 4 3 4 3 3 3 3 3 1 3 3 3 3 3 3 3 3 4 3 4 4 3 4 4 4 4 3 4 4 4 2 2 2 3 2 3 3 2 3 3 1 3 2 3 2 3 4 3 3 2 3 4 2 2 3 5 1 4 4 4 4 4 4 4 3 2 4 4 4 5 3 5 4 5 1 5 5 3 2 3 3 5 1 5 3 2 3 4 2 3 3 4 3 4 4 4 4 3 3 4 3 4 1 5 3 2 2 4 1 2 4 2 4 2 1 5 3 2 2 2 2 2 2 3 3 2 4 3 3 3 3 3 3 3 3 3 2 3 4 3 4 1 2 2 1 2 3 2 3 3 3 2 3 3 4 3 3 2 3 2 3 4 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 4 4 5 5 3 2 3 2 3 5 5 4 5 3 5 4 4 3 2 2 2 2 2 2 2 3 2 3 3 3 2 3 4 4 5 5 3 4 3 4 5 3 4 5 2 3 2 2 3 4 5 4 2 3 3 2 5 4 3 4 3 3 3 4 3 3 3 4 3 4 3 5 4 3 4 1 4 2 2 4 2 3 3 3 3 2 2 2 2 2 2 2 2 2 1 3 2 3 3 2 1 3 3 3 3 2 3 2 2 3 3 2 3 4 3 2 2 4 5 3 3 3 2 2 2 3 3 3 5 4 5 5 3 4 4 3 5 5 3 4 3 4 5 5 5 3 4 4 2 2 1 2 2 4 3 3 1 4 2 3 5 3 5 5 4 3 4 4 4 4 5 4 5 4 5 5 5 3 2 2 2 3 2 3 3 4 3 3 4 4 3 2 4 4 4 2 3 4 3 4 3 4 4 3 4 5 2 3 2 3 2 3 3 3 4 4 2 3 5 4 2 3 4 2 3 4 3 3 2 2 2 2 3 3 3 3 1 2 3 3 3 4 2 3 2 3 3 2 3 3 4 4 2 3 2 2 3 4 4 3 4 5 5 5 3 4 5 4 5 4 2 4 4 3 2 5 3 4 3 3 4 5 3 5 2 3 2 4 4 3 4 3 1 4 4 5 3 5 5 5 4 4 2 4 4 4 3 3 3 3 2 2 2 3 3 3 2 3 2 3 3 3 3 3 3 3 3 3 3 2 3 2 3 2 3 3 3 3 2 3 4 4 3 3 3 3 3 3 3 2 2 2 5 3 4 4 3 4 5 4 2 4 4 4 4 4 2 3 4 3 2 3 3 2 3 3 3 3 2 3 2 3 3 1 .

91 92 2 2 2 3 2 3 93 3 2 2 94 95 3 3 2 2 3 3 96 97 3 2 2 3 1 2 98 3 3 3 99 100 3 3 3 2 2 3 2 3 3 3 3 3 3 3 3 3 3 3 2 2 3 3 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 3 2 2 1 3 4 3 2 3 2 3 3 2 3 2 2 3 3 2 3 3 2 2 3 2 3 3 2 2 2 3 2 3 3 2 2 2 3 3 2 3 3 3 3 3 3 3 4 3 2 3 2 1 2 3 3 3 4 3 4 2 3 3 4 3 3 3 3 3 4 3 3 3 2 3 2 3 3 3 3 3 3 3 3 4 4 3 3 4 1 3 2 3 2 2 2 2 2 2 3 2 2 3 4 3 3 2 3 2 2 3 3 2 3 3 5 4 2 2 2 2 3 2 2 2 3 3 3 3 3 3 1 2 2 .