Survey Questionnaire

Dear Respondents,

Good day!
We are 4th year students of De La Salle Lipa currently taking Bachelor of Science in Business
Administration Major in Financial Management. We are currently conducting our study entitled
“Perceived Level of Importance of Bank Selection Criteria and Its effects on Overall Satisfaction
of Rural Bank Clients in Lipa City, Batangas”. The primary objective of this study is to
determine whether bank selection criteria has a significant effect on overall Rural Bank clients.
We hope that you will lend us a couple of your precious minutes for answering the survey.
Thank you!
Part One: Demographic Profile

Name(optional):
Age:_____

Please put (✓) mark to all that best describes you

Gender:
Male Female

Highest Educational Attainment:

Grade School Master’s Degree
High School Doctorate
College

Monthly Income:
Less than P10,000 20,001-P30,000
P10,001-P20,000 30,001- and above

Monthly Savings
Less than P5,000 20,001-P30,000
5,000-P10,000 30,001 and above
10,001-P20,000

Part Two: Bank Selection Criteria

Indicate in the following table the rate of importance of the criteria you consider regarding the
services that your bank provided (C.M Recto Avenue Lipa City). Please encircle the number
where the scale ranges from (1) Very Satisfied, (2) Satisfied, (3) Neutral, (4) Dissatisfied, and (5)
Very Dissatisfied.
Tangible Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
Does the bank have 1 2 3 4 5
the latest technology?
Does the bank have 1 2 3 4 5
an attractive office?
Do the employees
have a neat 1 2 3 4 5
appearance?
Does the bank have 1 2 3 4 5
attractive materials?

Reliability Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

Do the employees
have sincere interest 1 2 3 4 5
in customer?
Does the bank
perform its service 1 2 3 4 5
right?
Does the bank
provide its promised 1 2 3 4 5
service?
Are the bank records 1 2 3 4 5
accurate?
Does the bank inform
its customers about 1 2 3 4 5
service?

Responsiveness Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

Does the bank
provide prompt 1 2 3 4 5
services?
Do the employees
show willingness to 1 2 3 4 5
help customers?
Did the customers’ 1 2 3 4 5
confidence improve?
Assurance Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
Do customers feel 1 2 3 4 5
safe with the bank?
Are the employees 1 2 3 4 5
courteous?
Employees are 1 2 3 4 5
knowledgeable
Employees give 1 2 3 4 5
customer attention
Employee understand 1 2 3 4 5
customer

Enabling Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

Many ATM at 1 2 3 4 5
different locations
Many branches at 1 2 3 4 5
different locations
Different product and 1 2 3 4 5
service mix

Abdullah, et al. (2014) “Determinants of Customer Satisfaction on Retail Banks in New Zealand:
An Empirical Analysis Using Structural Equation Modeling.” Global Economy and Finance
Journal.
 Part Three: Customers Satisfaction
Indicate in the following table the rate of importance of the criteria you consider regarding the
services that your bank provided (C.M Recto Avenue Lipa City). Please encircle the number
where the scale ranges from (1) Strongly Disagree, (2) Disagree, (3) Indifferent, (4) Agree, and
(5) Strongly Agree.

Customer (1) Strongly (2) Disagree (3) Indifferent (4) Agree (5) Strongly
Satisfaction Disagree Agree
I am satisfied with
staff's response and
prompt services 1 2 3 4 5
provided by my
bank.
I am satisfied with
financial services 1 2 3 4 5
advice provided by
my bank.
I am satisfied with
products and services 1 2 3 4 5
offered by my bank.

Mohsan, et al. (2011).” Impact of Customer Satisfaction on Customer Loyalty and Intentions to
Switch: Evidence from Banking Sector of Pakistan.” International Journal of Business and Social
Science.