SURVEY LETTER

Dear Sir / Madam,

I am a student at London Metropolitan University and following a degree of Bachelor

Business Administration (BBA) Topup. I am carrying out a Research on the topic “Factors
affecting on customer’s decision for requesting for bank loans in Sri Lanka; with special
reference to Colombo district” and this study will be helpful to identify the factors affecting
on customer’s decision for requesting a loan from the Bank. Thereby your response on this
survey will be preferable to the take the better decision when requesting a loan from
particular Bank.

In this study, your personal details will not be collected by ensuring confidentiality of the
information and it will not be shared within any third party. Your participation during this
Research is voluntary and at any time you would withdraw your participation or decide to not
response.

Your participation will be highly appreciated.

Thank you.

PRIMARY DATA COLLECTION

TOPIC Factors Affecting Sustainable Supply Chain Practices in Small Tea
Holders in Sri Lanka

I hereby give my full agreement that I am participating in this survey with my own accord.

Please (x) the selected answer

Part A: Personal Information

1. What is your gender?

 Male
 Female

2. What is your age group?

 18 – 24 years
 25 – 30 years
 31 – 40 years
 41 – 50 years
 Over 50 years

3. What is your highest level of education?

 Primary education
Secondary education
 Graduate
 Post Graduate

4. What is your employment status?

 Employee
 Unemployed
 Not working due to personal reasons

5. What is your occupation type?

 Government Employee
 Private Employee
 Self Employed
6. What is your monthly income range?
 Rs. 10,000 – 30,000
 Rs. 30,000 – 60,000
 Rs. 60,000 – 100,000
 More than above

Below are the features of the bank that determine the service quality, customer
satisfaction & customer decision. Use a Likert scale; please indicate your level of
agreement with each statement.

Likert SD – Strongly Disagree, D – Disagree, N – Neutral, A – Agree, SA –

Scale Strongly Agree

Likert Scale
Questionnaire 1 2 3 4 5
01 Demographic Factors

1 The basic and net pay influence my decision to

take a bank loan

2 My salary reflect the ability to pay for the loan

3 Bank collateral requirement influence the decision

to request for a loan
4 The net property I own influence my decision to
request for a bank loan
02 Service Quality

1 Prompt services provided in the bank loan request

process affect the decision to request a bank loan
2 Banks interest in solving customer problem in the
bank loan process affect the decision to request a
bank loan
3 A wide spread of branch networks throughout the
country affect the decision to request a bank loan

4 Banks’ customer interest in providing the loans

affect the decision to request a bank loan
03 Environmental strategy
 1 I am Satisfied with service quality, in terms of
staff conduct, reliability and responsiveness of the
bank when requesting a bank loan
2 It is likely that I will be a customer of the same
bank in the future to request a bank loan
3 I am satisfied with the cooperation of the bank
with taking care of immediate and effective
solutions for the problems encountered when
requesting for a bank loan
4 I am satisfied with product attributes including
interest rate, loan amount, and commissions to
request for a bank loan
5 I am satisfied with the variety of products/services
provided by the bank that I cooperate with when
requesting for a bank loan
04 Please express your opinion whether you will
agree to take a loan from bank if under the
following conditions.

1 Your satisfaction towards the bank is increased

2 Service quality of the bank is increased

3 Loan covenants are made favorable to customer
4 Installment is determined by the consent of both
bank and customer

Thank You for your participation.