Questionnaire

Gap-01 Knowledge Gap

Questions Variables Closing

1. Does your Bank frequently Communication 1. Keeping constant
Contact with you on various communication channels to
issues? keep everyone informed.
2. Arranging regular meeting

2. Does your Bank offer direct Upward communication The managers in company
interaction between frequently have to perform
Management and Customer? face-to-face interactions with
customer-contact personnel.

3. Does your Bank have the Provision of service Listen to customers in

provision to place any kind of multiple ways
queries?  Customer
satisfaction survey
 Customer feedback
form
 Suggestion box

4. Are you given equal Listen to customers Giving priorities to new

importance as the new customer and understanding
customer? customer needs

Gap-03 Delivery Gap

Questions Variables Closing

1.Is your bank’s Rewarding 1.Improve reward system through providing-
reward system i. Lucrative discounts to
(Low-interest loan, Credit cardholders;
Discount on using a ii. Free buffet facility to
Credit card, Referral highest referrer;
points, Bonus on iii. Bonus on exceed funds;
deposit, etc.) iv. Charge-free Credit cards for
satisfactory? 1 year;
v. Coupon cards for loyal
customers.

2. Does your bank Employee Job-fit 2. Recruit qualified service personnel and provide
provide service training to satisfy customer needs.
through qualified
service personnel?

3. Does your bank Role conflict 3. Include diversifying services to cope with
deliver all the customer’s needs.
services that you
desire?

4. Does your bank Technology Job-fit 4.Ensure the incorporation of modern technology
use modern in delivering services to the customer
technology (Digital
account opening,
upgraded ATMs,
Mobile and Digital
banking, online
banking service,
etc.) to deliver
service?

5. Does your bank Service efficiency 5.Reduce the requirement of paperwork through
require minimum the inclusive Block chain and Online Banking
paperwork to deliver system
services?

6. Does your bank Service differential 6. Introduce differential services to ensure better
provide differential and faster service delivery.
service to ensure
better and faster
service?

7. Does your bank Additional benefit 7. Provide extra effort in designing special
give extra effort to services to handle the special request.
handle special
requests?

Questions
1. Does your bank fulfill the
promise made in the
advertising campaign?
2. Are your Bank’s policies on
serving customers consistent
in different branches?
3. Does your bank
communicate with you on
special occasions to deliver
special service offers?
4. Does your Bank
communicate information
through your suitable
communication channel
(phone, email, website, social
media, and partner sites)?
5. Do you get accurate
information about service
delivery from bank service
personnel?
Gap-04 Communication Gap
Variables Closing
Over promising 1. Scrutinize all visible
communication not to deliver
the wrong message, which
leads to overpromise.
2.Develop integrated services
marketing to ensure that
everything and everyone
sending messages or signals
about the service in a manner
that is connected with what
customers expect and what he
gets.
Horizontal Communication Develop strong service
standards and communicate
them among all the branches
and strictly maintain them
Horizontal Communication Communicate with customers
on special events through
offering a special offer or wish
them on their special
occasions.
Communication channel Study about customers
effectiveness favored External
communication channel to use
that channel in delivering the
service
Horizontal Communication 1. Develop powerful internal
communication channels and
integrated service model to
empower staff with service
information.
2. Develop a well-defined
system for monitoring service
 performance and customer
complaints.

Gap-05: Customer Gap

Questions Variables Closing

1. How often do you typically
use your Bank services?
2. Based on your recent Bank
visit, please rate your
satisfaction with your Bank
service?
3. How would you rate your
overall satisfaction with the
service you received? (A Likert
scale question between 1-5,
with 5 being ‘highly satisfied’
and 1 being ‘highly
unsatisfied’).
4. How does the service of your
Bank help you achieve your
goal?

5. Does your Bank fulfill all of

your facilities requirement?
6. Does the behavior of your
Bank staff is satisfactory?
7. Overall, how much satisfied
were you with your Bank?