I am a student of the Open University of Sri Lanka.

I am carrying a research project on the

determinants of customer satisfaction in rural banking sector . As such, the study will be of use
to the management of commercial
banks and financial institutions in general. Therefore, your maximum co-operation and objective
response will go a long way in ensuring that the afore-mentioned research aim is met. I promise
that your identity would remain confidential; the findings will be treated with uttermost propriety
and that this study would be used solely for academic purposes.

Instructions: (Please read the instructions given and answer the questions as appropriately as
possible).It is advisable you answer or fill in each section as provided. Make an attempt to
answer every question fully and correctly.

SECTION A: GENERAL INFORMATION

1. What is your gender:

Male [ ] Female [ ]

2. What is your age group:

18 25 years [ ] 26-35 years [] 36-45 years [ ] 46-55 years [ ]
Over 55 Years [ ]

What is your Education Background

3. Approximately how many times have you visited your branch in last 3 months?
Less than 10 [ ] 10 [ ] 20 [ ] 30 [ ] More than 30 [ ]

4. In terms of your expectations regarding bank account, bank statements and all the
other bank transactions, please indicate your satisfaction with the following: ( place
mark on the line)

a. The bank's ability to perform the promised service without fail and perfectly
Very satisfied [ ] Satisfied [ ] Neutral [ ] Dissatisfied [ ]
Very dissatisfied [ ]

b. Banks perform the service correctly the first time

Very satisfy [ ] Satisfy [ ] neutral [ ] dissatisfy [ ]
very dissatisfy [ ]

c. Banks provides the service at the time they promise to do so. (ex: doing transactions with in 5
min)
Very satisfy [ ] Satisfy [ ] neutral [ ] dissatisfy [ ]
very dissatisfy [ ]
 d. Banks maintain on error free records.(bank account transactions, banking statements)
Very satisfy [ ] Satisfy [ ] neutral [ ] dissatisfy [ ]
very dissatisfy [ ]

3. If you have complained, how quickly your enquiry was understood and responded to?
Within a week [ ] 1 to 2 Week [ ] 3 to 4 Week [ ]
5 to 6 Week [ ] Not at all [ ]

5. In terms of the service you received from the customer service representatives/tellers,
how satisfied were you with the following?

Employees tell customers exactly when services will be performed

Employees always are willing to help customers.
Employees never are too busy to listen & respond to customers' requests.

5. How satisfy are you with, Bank efforts to reduce queuing time
Very satisfy [ ] satisfy [ ] neutral [ ] dissatisfy [ ] very dissatisfy [ ]

6. How satisfied are you with the bank staffs who are: (place mark on the column)

Friendly and polite manner

Knowledge of bank's products & Services

7. How satisfied are you with bank: (place mark on the column
The level of confidence with bank
Making customer feel safe & secure in their transaction

8. In terms of the service you received from the Supervisors and Management of the
branch, how satisfied were you with the following: (place mark on the column)

Friendly and courteous manner

Knowledge of bank's products & Services
Willingness to listen and respond to your need
Recognition of you as valued customer
Available to customers when needed

9. To what extent you are agree with following statements (place a mark on the line)

a. Convenient business hours

b. Staff in bank understand my specific needs
c. Staff who deal with customers in caring& kind fashion
 d. Staff giving best attention to the customers
e. Able to give you 100% of their individual attention

Are you satisfied with bank ;( place a mark on the column)

Very satisfy satisfy neutral dissatisfay very dissatisfy

Modern looking equipment (Ex: ATMs,)

The physical facilities at banks visually appealing is adequate (parking facility, Pleasant & attractive
dcor)
Professional and attractive appearance of the staff (dress code)
Visually appealing Materials associated with the service ( brochures pamphlets or statements)

11. What kind of image come to mind when entering the bank (place mark on the table)
Relaxed

Secured
Happy
Uneasy
Calm &quite
Peace of mind

The gap between expected and ideal satisfaction with regards to the service (place mark on the
line)
Very Low Low moderate High very High

Are you likely to buy another product or service from this bank?
Very Likely Likely nuetral Unlikely Very Unlikely

Have you recommended the NDB Bank to a friend or relative? place mark on the line)
Yes: highly yes: neutral not not recommend

If an option is given to you, would you like to shift from the present Bank?

Very Unlikely Unlikely nuetral Likely Very likely

What kind of mind-set do you have with regards to the post experience with bank?

Highly Positive positive neutral negative highly negative

How important is this banks service in your life? (Place mark on the line)

Extremely important neither important unimportant extremely

Important nor unimportant unimportant
How much Satisfied you are with your banks overall performance?

Very satisfy satisfy neutral dissatisfy very dissatisfy

When the bank promises a certain service by a certain time, it does so

When customers have a problem, the bank shows sincere interest in solving it
My bank delivers its services promptly at the time it promises to do so
My bank always performs the service right the first time
The bank employees tell me exactly when services will be performed
The bank employees give me a prompt service
The bank employees are always willing to help me
The bank employees are never too busy to respond to my requests
The employees in stil confidence in customers
Customers feel safe in transactions with the bank
The employees are consistently courteous with customers
The employees have knowledge to answer customers questions
The bank employees give customers individual attention
The bank has customers best interest at heart
The employees understand customers specific needs
My bank provider has operating hours and location convenient to all its customers
The employees give off their personal attention
The staff members can clearly explain the various options available to a particular query
The staff avoids using technical jargonwhen speaking to clients
The Banks staff do not over-promise delivery or service quality
Advertisements and promotions are not at variance with the actual service experience
The bank keenly listens to customers and take appropriate action making me feel valued
My bank always delivers excellent overall service
The services offered by my bank are of high quality
My bank delivers superior service in every way
Interest rates on short, medium and long term loans are reasonable compared to other banks
Foreign currency pricing and trading by my bank is reasonable compared to other banks
Costs of maintaining account with the bank is low compared to other banks
Interest earned on fixed term deposits are high compared to other banks
 Bank charges on domestic banking are low compared to others
I will continue to patronize this bank even if the service charges are increased moderately
I will keep patronizing this bank regardless of everything being changed somewhat
I am likely to pay a little bit more for using the services of this bank
To me, this bank would rank first among the other banks Repeatedly, the performance of this
bank is superior to that of competitors one
I am completely satisfied with the services delivered by my bank
I feel very pleased with services offered by my bank
I feel absolutely delighted with my banks services
I would like to remain as a customer of my present bank
I would like to recommend my bank to friends and people I know
I will say positive things about my bank to other people
I would like to keep close relationship with my bank
I consider myself to be loyal to my bank

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