QUESTIONNAIRE

A STUDY OF CUSTOMER'S SATISFACTION TOWARDS SERVICE QUALITY OF PUBLIC & PRIVATE SECTOR BANKS
PROVIDE RATING ON FIVE POINT SCALE WHERE 1= VERY BAD 2= BAD 3=AVG

SERVICES QUALITY DIMENSION

TANGIBILITY
Q:-1 Bank uses modern equipment
Q:-2 Bank provides good physical facilities

5= VERY GOOD

RESPONDENT OF HDFC BANK

1
5
5

Q;-3 Printed material provided by bank is of 5

good quality
Q:-4 Employees are well dressed

4= GOOD

2
4
2
3

3
5
4
3

4
4
4

5
4
4
3

6
5
4
3

7
3
3
3

8
3
3
2

9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
3 2 5 5 5 5 5 5 5 5 4 5 3 4 3 5
2 5 4 4 4 4 5 4 5 3 5 5 5 4 3 3
4 4 4 4 4 4 5 5 4 3 5 4 5 2 3 3

5
4
5
5

4
3
3
4

4
5
5
5

5
5
3
4

5
5
5
5

5
5
5
5

3
2
3
4

4
4
3
4

4
3
3
3

4
4
5
4

5
5
5
5

5
4
5
5

5
5
5
5

5
5
5
5

3
5
3
5

5
4
5
4

3
4
4
4

5
4
3
3

5
4
5
4

3
4
3
4

2
4
3
4

4
4
2
3

4
4
4
4

4
3
4
4

5
5
5

3
2
2

5
4
4

1
3
3

5
4
5

5
5
5

2
3
3

4
4
4

2
3
4

4
5
3

5
4
4

4
5
5

5
5
5

5
5
5

5
4
3

5
5
4

5
5
4

2
4
3

5
4
5

5
2
2

1
4
5

2
4
3

4
4
5

3
3
2

5
4

4
4

3
4

4
4

5
5

5
5

2
3

4
4

4
4

4
5

5
4

5
4

4
5

4
5

4
4

5
4

4
3

4
4

5
3

4
5

3
2

4
4

3
1

4
5

5
5
3

4
3
3

4
5
3

4
3
3

5
5
5

5
5
4

2
3
4

4
4
4

2
3
4

5
5
3

4
4
4

4
5
5

5
5
5

5
5
5

5
4
4

5
5
5

3
3
3

4
4
2

4
4
5

4
5
3

1
5
4

4
4
3

4
4
1

4
3
3

RELIABILITY
Q:-5 Employees take interest in solving the
Q:-6 Provides timely services
Q:-7 Provides error free services
Q:-8 Gives importance to the customers
RESPONSIVENESS
Q:-9 Gives prompt services
Q:-10 Employees are willing to help the
Q:-11 Employees are punctual
Q:-12 Approachability to the superiors
ASSURANCE
Q:-13 Feel safe with the transactions
Q:=14 Employee have knowledge to answer
Q:-15 Employees are consistently courteous
Q:-16 Provides accurate information
EMPATHY
Q:-17 Individual attention is given
Q:-18 Convenient operting hours
Q:-19 Provides fruitful suggestion
Q:-20 Understands specific need of

RESPONDENT OF ICICI BANK

25
4
3
4

RESPONDENT OF S

26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48
5 5 4 4 5 5 5 4 5 3 3 4 4 5 4 5 4 4 4 3 4 4 5
4 5 5 5 5 4 4 4 4 3 4 3 3 4 5 4 3 3 5 4 4 3 5
4 4 3 3 4 4 3 4 3 4 4 4 3 3 4 3 4 3 5 5 5 2 3

49 50
5 4
2 5
3 4

51 52 53 54 55 56 57 58
2 4 5 4 4 1 1 4
2 2 4 4 1 2 2 5
1 4 5 4 5 3 3 3

3 5

4
4
3
4

4
5
4
5

4
5
5
5

4
4
4
5

4
4
4
5

5
4
4
5

3
3
3
4

4
4
5
4

4
4
4
4

5
4
4
4

3
2
2
2

3
3
3
3

4
3
3
3

4
3
4
3

3
4
3
4

5
5
4
4

5
4
3
3

4
4
3
4

2
4
2
4

5
4
5
4

5
4
5
4

4
4
3
3

1
2
3
5

5
5
4
5

2
5
4
3

5
4
3
5

2
2
4
2

2
2
4
3

4
4
5
2

4
4
4
4

3
4
4
2

5
1
5
3

3
2
3
3

3
3
5
4

4 3

3
4
4

5
4
5

5
4
4

4
4
5

4
4
5

5
4
5

5 5
4 4
4 5

5
5
4

5
4
5

3
4
4

3
3
3

3
3
3

4
3
3

3
4
4

4
4
5

4
3
3

4
3
4

4
3
4

4
5
5

5
4
4

3
3
4

4
2
1

5
5
5

3
2
5

3
2
5

3
2
3

4
2
3

2
5
4

3
3
4

4
3
4

5
4
3

3
3
2

3
3
4

4 5

4 5

5
4

4
3

5
4

4
4

4
4

5
5

5 4
4 3

5
5

4
4

3
3

3
3

3
4

3
2

4
3

4
4

5
4

3
4

4
4

4
4

4
4

3
4

4
5

4
5

4
3

3
3

2
2

3
2

4
5

4
4

4
4

5
4

2
3

3
3

3
4
4

5
5
5

5
3
3

5
5
5

5
5
4

5
5
4

4 5
4 5
4 5

5
5
5

4
4
4

4
3
3

3
4
4

4
4
5

3
3
2

4
3
5

4
4
4

5
4
3

4
3
3

4
3
3

4
5
4

4
4
3

4
3
3

5
4
3

5
3
5

2
3
4

4
4
3

2
2
4

3
3
2

3
4
3

3
4
4

3
4
4

5
3
5

4
3
3

3
3
3

5 4

RESPONDENT OF SBI BANK

59 60
4 5
4 2
4 4

61
4
4
4

RESPONDENT OF PNB BANK

62 63 64 65 66 67 68 69 70 71
4 5 2 1 1 1 2 3 4 3
4 2 4 2 2 2 1 4 4 4
4 4 2 3 3 3 3 3 4 3

72
5
1
4

73 74 75
2 3 3
3 2 3
4 4 4

76 77 78 79
2 3 3 3
2 3 3 3
2 3 3 3

80 81 82 83 84 85 86 87 88 89 90
3 3 2 1 3 5 3 5 3 3 3
2 2 2 2 3 4 3 4 3 3 3
3 3 1 3 3 3 3 3 3 3 3

2
3
4
2

2
3
5
1

4
4
4
4

4
4
4
3

2
4
4
4

5
3
5
4

5
1
5
5

3
2
3
3

5
1
5
3

2
3
4
2

3
3
4
3

4
4
4
4

3
3
4
3

4
1
5
3

2
2
4
1

2
4
2
4

2
1
5
3

2
2
2
2

2
2
3
3

2
4
3
3

3
3
3
3

3
3
3
2

3
4
3
4

1
2
2
1

2
3
2
3

3
3
2
3

3
4
3
3

2
3
2
3

4
3
3
4

3
3
3
3

3
3
3
3

3
3
3
3

4
4
5

5
3
4

3
4
5

3
4
5

2
3
2

2
3
4

5
4
2

3
3
2

5
4
3

4
3
3

3
4
3

3
3
4

3
4
3

5
4
3

4
1
4

2
2
4

2
3
3

3
3
2

2
2
2

2
2
2

2
2
1

3
2
3

3
2
1

3
3
3

3
2
3

2
2
3

3
2
3

4
3
2

2
4
5

3
3
3

2
2
2

3
3
3

4
4

4
2

3
4

3
4

3
4

4
3

4
5

2
3

2
3

2
3

3
3

4
4

2
3

5
4

2
3

4
2

3
4

3
3

2
2

2
2

3
3

3
3

1
2

3
3

3
4

2
3

2
3

3
2

3
3

4
4

2
3

2
2

3
4
4

3
4
5

5
5
3

4
5
4

5
4
2

4
4
3

2
5
3

4
3
3

4
5
3

5
2
3

2
4
4

3
4
3

1
4
4

5
3
5

5
5
4

4
2
4

4
4
3

3
3
3

2
2
2

3
3
3

2
3
2

3
3
3

3
3
3

3
3
3

3
2
3

2
3
2

3
3
3

3
2
3

4
4
3

3
3
3

3
3
3

2
2
2

91 92
2 2
2 3
2 3

93
3
2
2

94 95
3 3
2 2
3 3

96 97
3 2
2 3
1 2

98
3
3
3

99 100
3
3
3
2
2
3

3
3
2
2

3
3
3
3

3
3
2
3

3
3
3
3

3
3
3
3

3
3
3
3

3
2
3
2

2
1
3
4

3
2
3
2

3
3
2
3

2
3
3

2
2
2

3
2
3

3
2
2

2
3
3

2
3
3

3
3
3

3
3
4

3
2
3

2
1
2

3
2

3
3

3
3

3
3

3
3

4
4

3
3

4
1

3
2

3
2

2
2
2

2
2
3

2
2
3

4
3
3

2
3
2

2
3
3

2
3
3

5
4
2

2
2
2

3
2
2