QUESTIONNAIRE

Dear Respondents,

I am doing a study on “Performance of public sector banks regarding

customer satisfaction”. In this connection I request you to read the following questions
carefully and answer them. The answer you give will be held confidential and used purely for
academic purpose. Please put a tick mark corresponding on your choice. I thank you for your
valuable time.

1. NAME (optional):- ……………………………

2. BANK NAME:- ………………………………...

Please fill personal information:-

Age Below 30 30-40 40-50 Above 50
Gender Male Female
Occupation Professional Business Salaried Retired
Qualification School Graduate Post graduate Professional
Degree
Annual Income Below 2,50,000 2,50,000 - 5,00,000 – Above 10,00,000
5,00,000 10,00,000

How would you describe your view about your banks? Please tick in the appropriate column.
1. How often do you utilize banking
services provided by your bank? Daily Weekly Monthly Occasionally

2. How satisfied are you with the

overall services provided by your Very Satisfied Satisfied Neutral Dissatisfied
bank?
3. How would you rate the efficiency of
your bank’s branch operations in Excellent Good Average Poor
term of wait times and service speed?

4. How would you rate the convenience

of your online banking platform Very Convenient Neutral Inconvenient
(website or mobile app)? convenient
5. How would you rate the
responsiveness of your bank’s Very Responsiveness Neutral Unresponsiveness
customer support to queries or responsiveness
complaints?
6. How would you rate the reliability of
your bank’s services, such as online Very reliable Reliable Neutral Unreliable
transaction and fund transfers?
7. How would you rate the availability
of loan and credit services offered by Excellent Good Average Poor
your bank?
8. How likely are you to recommend
your bank’s services to others based Very likely Likely Neutral Unlikely
on your experience?
9. How would you rate the cleanliness
& ambiance of your bank branches? Excellent Good Average Poor

10. How satisfied are you with the

availability of ATMs in convenient Very satisfied Satisfied Neutral Dissatisfied
locations ?
11. How would you rate the
effectiveness of bank’s Very Effectiveness Neutral Ineffectiveness
communication regarding changes in effectiveness
policies or services?
12. How would you rate the speed and
efficiency of your bank’s loan Excellent Good Average Poor
approval process?
13. How would you rate the overall
value for money provided by your Excellent Good Average Poor
bank’s services?
14. How likely you recommend your
bank’s services to your friends or Very likely Likely Neutral Unlikely
family?
15. How satisfied are you with the ease
of conducting transaction through Very satisfied Satisfied Neutral Dissatisfied
your bank’s mobile banking app?