QUESTIONNAIRE

Dear Respondent,
We are the students of G. H. Patel Postgraduate Institute of Business Management, Sardar Patel
University. We are conducting the research on Customer Satisfaction towards using Banking
Services in the region of Vadodara. Your data will be limited to academic purpose only, will
be kept confidential.

1.) In which type of bank do you have your account?

Private

Public

2.) In a private bank, how many accounts you have?

0

More than 3

3.) In Public bank, how many accounts you have?

0

More than 3

4.) On what basis do you prefer your bank?

Service

Safety

Locker facility

Location

Interest Rates

Insurance

Loans

5.) Which type of banking do you prefer?

Physical

Online

Telephonic

6.) For which purpose do you use banking services ?

Loan
Insurance

Deposits

Transfer

Saving

Locker facility

Any other, then please specify__________________

7.) How often do you visit your bank?

Daily

Weekly

Once in Fotnight

Once in a Month

G.H.PATEL POSTGRADUATE INSTITUTE OF BUSINESS MANAGEMENT

8.) In terms of service, how satisfied were you for the following?

Attributes

Highly
Agree

Agree

Neutral

Disagree

Highly
Disagree

Bank has up to date equipments.

Bank provides services as they
promised.
Banks employees are well
dressed and appear neat.
When you have problems, bank
is sympathetic and reassuring.
Bank is dependable.
Bank

keeps

its

records

accurately.
Employees are willing to help
customers.
Employees of the bank are trust
worthy.
Employees are polite.
Bank does not tell customers
when

services

will

be

performed.
Customer
prompt

does

not

service

receive

from

the

employee.
Emloyees of the bank are too
busy to respond to customer
requests promptly.
Bank

does

not

give

you

individual attention.

G.H.PATEL POSTGRADUATE INSTITUTE OF BUSINESS MANAGEMENT

Employees of the bank do not

give you personal attention.
Employyes of the bank do not
know what your needs are
Bank does not have your best
interests at heart.
Bank does not have operating
hours convenient to

all their

customers.

9.) In terms of service, you received from the customer service representatives, how satisfied
were you for the following?
Locker facillity

ATM Services

Documentation required for a loan

E-Banking
Deposits

Others, please specify ________________

10.) If you are satisfied with your current bank, then would you recommend your bank to other
person?
Yes

No

Personal Information :1.) Age :18 25 years

26 30 years

31 35 years

Above 35 years

2.) Occupation :Student

Businessman

Proffessional

Others,please specify ____________

G.H.PATEL POSTGRADUATE INSTITUTE OF BUSINESS MANAGEMENT

3.) Annual Income :0 1,00,000

1,00,000 3,00,000

3,00,000 5,00,000

5,00,000 and more

G.H.PATEL POSTGRADUATE INSTITUTE OF BUSINESS MANAGEMENT