Customer Satisfaction Survey on Banks

QN. ……..

Dear sir/madam

I am a student of School of Management Tribhuvan University. I am conducting a research on

Customer Satisfaction Survey on Banks, for the partial fulfillment of the MBA degree. Please
help me by taking a few minutes of your time to answer the questionnaire about your
personal experience of satisfaction on bank services. Thanks for your anticipated cooperation.

Please answer the following questions by marking the relevant number

Qn.1. Gender Qn.2. Age Qn.3. Education Level Qn.4. Permanent Address

1. Male 1. 15- 25 1. Up to +2 1. Out of Kathmandu

Valley

2. Female 2. 25-35 2. Up to Bachelor 2. Inside Kathmandu

valley

3. 35-45 3. Up to Master
degree
4. Above 45 4. Masters and
Above

Qn.5. Do you have bank account?

1. Yes 2. No

Qn.6. If yes, how long have you using this account?

1. Less than 6 months

2. 6 months – 1 year
3. 1-3 years
4. 3 years and above

Qn.7. What is the main purpose of having bank account?

1. Safety
2. Cash Mobility through ATM
3. Loans and Credit facility
4. Business purpose
5. Interest Earning
Qn.8. On average, how often do you visit your bank in a bank?

1. Once
2. 2–5
3. 5 – 10
4. 10 and above

Qn.10. Do you recommend anyone to open in your bank?

1. Yes 2. No

Qn.11. Please rank the following services provided by bank according to your preferences? (1 for
least preferred and 6 for most preferred)

1. ATM services 2. Mobile Banking

3. Internet Banking 4. ABBS services

5. Customer Services 6. Processing Time

Qn.12 What make you choose the bank you are transacting with? (You can choose more than
one option)

1. Higher interest rate

2. Quick Services
3. Trusted Management
4. Easy accessibility
5. Family and Friend recommendation

Qn. 13 Please indicate the satisfaction level in relation to various services provided by the bank.

Statements Strongly Unsatisfied Neutral Satisfied Strongly

Unsatisfied Satisfied
Satisfied with the interest rate

Satisfied with its prompt services

Satisfied with its location

Satisfied with employee

coopreration
Satisfied with Credit terms and
policy