Questionnaire

Greetings of the day.....!!!

My name is Vishwajeet Gupta. I am pursuing Master of Business Administration (MBA)

from Gitarattan International Business School affiliated to Guru Gobind Singh Indraprastha
University, Delhi. Currently, I am working on a project under the title A study on factors
affecting customer delight in Axis bank in Delhi region. I would request you to take out
just 10 minutes from your busy schedule and justify this questionnaire. Your genuine
response would support me to complete my project successfully.

Section A

Please tell me something about yourself-:

Q.1 Name

Q.2 Sex (M/F)

Q.3 Please tick your Age Range (in years).

18 30

31 50

51 and above

Q.4 Please tick your Educational Level.

Higher Secondary

Graduate

Post Graduate

Doctorate

Q.5 Please tick the frequency of using the bank.

Daily

Weekly

Monthly
 Quarterly

Section B

Please read the following statements and tick in the column as appropriate-:

S. Statement Highly Dissatisfied Neutral Satisfied Highly

No Dissatisfie Satisfied
. d
Reliability Factors
1. Employees in
the bank have
the knowledge
to answer your
queries.

2. Employees in
the bank are
always willing
to help you.

3. Employees of
the bank are
always
available on
their respective
seat.

4. Employees in
the bank are
never too busy
to respond to
your request.

5. Employees in
the bank give
you prompt
service.

6. You feel safe in

your
transactions
with the bank.

7. Employees in
the bank tell
you exactly
when the
services will be
 performed.

S. Statement Highly Dissatisfied Neutral Satisfied Highly

No Dissatisfie Satisfied
. d
Technology Factors
1. The bank
provides proper
infrastructural
facilities.

2. Online banking
helps to ease
out the process.

3. Is it easy to
find all the
information
from E
Channel.

Empathy Factors
1. The employees
of the bank
understand
your specific
needs.

2. The bank has

your best
interests at
heart.

3. The behaviour
of employees in
the bank instils
confidence in
you.

4. When you have

a problem, the
bank shows a
sincere interest
in solving it.

5. Employees in
the bank are
 consistently
courteous with
you.

S. Statement Highly Dissatisfied Neutral Satisfied Highly

No Dissatisfie Satisfied
. d
Commitment Factors
1. The bank
provides its
services at the
time it
promises to do
so.

2. The bank
insists on error
free records.

3. The bank
performs the
service right
the first time.

Privacy Factors
1. The bank
maintains
privacy and
confidentiality.

2. The bank has

employees who
give you
personal
attention.

3. Employees in
the bank
properly handle
linguistic
issues.