You are on page 1of 6

32 | P a g e

END MATTERS
REFERENCES & QUESTIONNAIRES












33 | P a g e

REFERENCES
Alabar, T. Timothy (2012), Electronic Banking Services and Customer Satisfaction in
the Nigerian Banking Industry, International Journal of Business And
Management Tomorrow Vol. 2 No. 3
All the 897 branches of Janata Banks are computerized.(2014,January 7). The Daily Star,
p.1.
B. K. Tiwary (2011). Consumer Perception and Satisfaction of Banking Products
and Services A
Berry, L, (1981). The Employee as customers. Journal of Retail Banking, 3 (March) pp.
33-44
Besterfield, Dale H. Customer Satisfaction. Total Quality Management (pp.55-60)
Chennappa, D; Eliat, M.J (2009). Satisfaction of the Credit Card Holders of the Public,
Private and Foreign
Cheung, C. K., and Scherling, S. A. (1999) Job Satisfaction, Work Values, and Sex
Differences in Taiwans Organizations. The Journal of Psychology, 133 (5), 563-
575.
Colin Beasty (2005). Private Banks Rate High in Customer Satisfaction. CRM Magazine
(Article# 43360).
Comparative Study of Select Indian Public and Private Sector Banks. Indian Streams
Research Journal Vol - I.
Ganguli, H. C. (1994) Job Satisfaction Scales for Effective Management: Manual for
Managers and Social Scientists, Concept Publishing Company, New Delhi.
Gronoos, C. (2000). Total Relationship Marketing. Chichester, UK: Wiley, 2000.
IOSR Journal of Business and Management (IOSRJBM)ISSN: 2278-487X Volume 1,
Issue 5 (July-Aug. 2012), PP 01-05 www.iosrjournals.org
34 | P a g e

Karl, K. A., and Sutton, C. L., (1998) Job Values in Todays Workplace: A Comparison
of Public and Private Sector Employees. Public Personnel Management, Winter,
27(4), 515-528.
Keerthe P And Vijyalakshmi R (2009), A Comparative Study On The Perception Level
Of The Service Offered By Banks, Indian Journal Of Marketing, Vol.39, No.8,
P.40-41
Locke, E., (1976), The Nature and Causes of Job Satisfaction, in Handbook of
Industrial/ Organizational Psychology Edited by M.D. Dunnette (Chicago: Rand
McNally, 1976): 901-969.
Memarzade (2012).The Comparison of Private State Banks and Other Banks in
Iran.European Journal of Social Sciences ISSN 1450-2267 Vol.27 No.4.
Mohammad Khodaei Valahzaghard, Parinaz Koozehgar, Hassan Khodaei
Valehzagharad & Mostafa
Muhammad Naveed (2009). Customer Satisfaction in Banking Sector. National
University of Modern Languages.
N. Senthikumar, A.Ananth and A. Arulraj (2011). Impact of Corporate Social
Responsibility on Customer Satisfaction in Banking Service. African Journal
ofBusiness ManagementVol.5 (7), pp. 3028-3039.
Pugliesi, K., (1995) Work and Well-Being, Gender Differences in the Psychological
Consequences of Employment. Journal of Health and Social Behavior, 36, 57-
71.
Sector Banks. European Journal of Management Volume: 9, ISSN: 1555-4015.
Smith, P. C., Kendal, L. M., and Hulin, C. L., (1969) The Measurement of Satisfaction
in Work and Retirement in: Huang, H. J., (1999) Job Rotation from the
Employees Point of View, Research & Practice in Human Resource
Management, 7(1), 76.


35 | P a g e

QUESTIONNAIRES

Sir/Madam,
Greetings, I am from the Faculty of Business Studies, Jagannath University. I am conducting a
survey on Efficacy of Customer Service in Janata Bank limited with
Suggestions/Recommendations for Further Improvement. The purpose of the study is purely
academic. Your name has been randomly selected as a respondent. Your opinion and information
will be extremely useful conducting this survey.
Your information will be held with high confidentiality. Therefore I earnestly request your
cooperation.
Here are some questions. Please indicate your degree of agreement or disagreement to each of the
following statements by putting your opinion in the appropriate position or by entering the word
asked for.

Please Complete the Following Form


Name:_____________________________________________________________________________________

Gender: Male Female

Age: 15-20 20-25 25-30
Deignation: _________________________________________________________________________________
Organizations/Institutions Name: _______________________________________________________________
Address: ____________________________________________________________________________________
Phone: _________________________________ Mobile No.: __________________________________
E-Mail: ________________________________________________________

This Part is to be Completed By the
Interviewer


Date of Interview: _________________


Code No#

Starting time : _________________
Questionnaire No#

Ending Time: _________________



Total Time: _________________


36 | P a g e

INSTRUCTIONS FOR COMPLETING THIS SECTION
To complete this section, place a heavy cross ("X") in the box which best expresses your opinion, as
shownbelow. Remember, do not use ticks. If you cannot decide about a statement, or it does not apply to
you, choosethe "Neither Agree Nor Disagree' response.
EXAMPLE
Issues
Strongly
Disagree
Disagree Uncertain Agree
Strongly
Agree
The purpose of this survey is to find out the
customers' views

Questionnaire



Issues
Strongly
Disagree
Disagree Uncertain Agree
Strongly
Agree
JBL have Courtesy & Friendliness with the
customer

JBL provide Prompt Service

JBL is reliable in terms of Safety & Security of
Account

JBL is good in Accuracy & Completeness

Knowledge of Server in JBL is excellent

Individual Attention in JBL are given with
importance

JBL Anticipate Customer Needs

Charges taken by JBL is reasonable

JBLs Remittance Facilities are good

Environment, Modern Equipment & Appealing
Physical Features looks bad

JBL does not Utilize ICT Means


Thank you for your kind cooperation. For any kind of query please contact with me.
Kind Regards

1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
37 | P a g e


/ ?
) )
?
) )
?
) )

?
) )
?
) )
) /
?
) )
/ ?
) )
?
) )
) ?
) )
) ?
) )