Questionnaire

“Analysis of Customer Satisfaction Perspectives: A Study on

Shahjalal Islami Bank Limited, Muradpur Branch”

Dear respondent,
I am a student of BBA, International Islamic University of Chittagong conducting an internship
report survey about “Analysis of Customer Satisfaction perspectives: A study on
Shahjalal Islami Bank Limited, Muradpur Branch” and would like to know your views and
opinions. Would you mind spending a few minutes to help me by completing this questionnaire?

I pledge to you, that the above information will not be disclosed by any means and also that the
respondents will be kept unidentified.

 Please put the tick (√) marks in the appropriate box:

* Gender :
Male Female

* Age :
18-24y 25-34y 35-44y more than 50y

1
* Occupation:
Teacher Service Business person
Student Homemaker Others………...

 Now I would like to give you some statements from several dimensions. The
answers mark will be marked as follows:
1 = Satisfied
2 = Dissatisfied
3 = Neutral
4 = Strongly Satisfied
5 = Strongly Dissatisfied

Sl. Statements 1—2—3—4—5

SJIBL Bank Employees has willingness to

1. listen and respond to your need 1 —— 2 —— 3 —— 4 —— 5

Quality of response to customer queries or

2. product of SJIBL Bank. 1 —— 2 —— 3 —— 4 —— 5

The Bank fees and service charge are

3. flexible with other institutions. 1 —— 2 —— 3 —— 4 —— 5

How would rate the knowledg the employees

4. possessed about all the services. 1 —— 2 —— 3 —— 4 —— 5

Employees speak to you with a smile and

5. are friendly?

6 SIBL Bank ensures Good online service

7 Procedure of getting loan

8 Environment of the bank

2
 Overall rating of Shahjalal Islami Bank
9. Limited Limited

3
4