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This questionnaire has been prepared for a research on “Measuring Customer loyalty of Shahjalal Islami Bank Limited”.
Mark your level of agreement with the statements below by circling an option. (1 = Strongly Agree, 2 = Agree, 3 = Neutral, 4 = Disagree 5 = Strongly Disagree)
How Reliable the Bank is to you (Reliability) 01. The staffs of Shahjalal Islami Bank Ltd. are very helpful to the customers.
1 2 3 4 5
02. The staffs of Shahjalal Islami Bank Ltd. are prompt
and capable enough in solving the problems of the customers
03. At Shahjalal Islami Bank Ltd., customers have to wait less time to get the service
How secured are you with Shahjalal Islami Bank (Responsiveness) 04. The environment of Shahjalal Islami Bank Ltd. branches are very dynamic and professional. 05. The staffs are knowledgeable about various products and banking systems of Shahjalal Islami Bank Ltd.. 06. Shahjalal Islami Bank treats consumer complains very seriously 07. The products and schemes that Shahjalal Islami Bank Ltd. 1 offer are highly attractive and potential compare to other banks in Bangladesh.
2 3 4 5 1 1 2 2 3 3 4 4 5 5
for banking? a) Convenient and helpful b) Islami Shariah c) Employee relationship d) Product and service flexibility 15. has adequate number of branches to serve its customers 10. Shahjalal Islami Bank Ltd.How appealing is the physical appearance of Shahjalal Islami Bank to you (Tangible) 08. is – High Low 1 2 3 4 5 6 7 13. where you stand. are Reasonable Not Reasonable 1 2 3 4 5 6 7 12. The interest rate of the loans charged by Shahjalal Islami Bank Ltd. where you stand. Shahjalal Islami Bank Ltd. You feel comfortable with the charges of Shahjalal Islami Bank Ltd. banking whereas there are other Sharia based banks in the market? a) Promptness b) Service charge c) Familiarity with bank employees d) Product and services 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 . The product and service charges of Shahjalal Islami Bank Ltd. Place with a circle (O) mark. Why do prefer Shahjalal Islami Bank Ltd. in the scales below: 11. – Attractive Not Attractive 1 2 3 4 5 6 7 Place with a tick (√) mark. Why do you actually prefer Shahjalal Islami Bank Ltd. in the options below: 14. staffs are well-behaved and well-mannered 09. The interest rate of savings schemes offered by Shahjalal Islami Bank Ltd.
to do banking instead of going to other bank? a) From a friend b) From market c) Through the bank employee d) On my own 20. take toward cash a cheque? a) 3 minutes b) 5 minutes c) 10 minutes d) 15 minutes 18. to a friend or relative? a) Very Likely b) Not Likely c) Neutral . compared to other Islami Shariah based bank in Bangladesh? Yes No Neutral 17. Do you have any account other than Shahjalal Islami Bank Ltd.. Mitford branch which bound you to be loyal – a) Customers service at general banking b) Cash department c) Investment department d) Foreign exchange department 19. How likely are you to recommend Shahjalal Islami Bank Ltd. Do you find any difference in banking activities of Shahjalal Islami Bank Ltd. How did you come to Shahjalal Islami Bank Ltd.16. how much time do Shahjalal Islami Bank Ltd. According to you most satisfactory department of Shahjalal Islami Bank Ltd.? a) Yes b) No 21. Through cash counter.