SERVICE QUALITY QUESTIONNAIRE

The questionnaire will take no longer than 10 minutes to complete

NAME OF BANK _______________________________

Part A
Q1. Please indicate your degree of SATISFACTION with the overall services provided by your Bank, by placing a check mark X in the relevant box below. Completely Very Mildly dissatisfied dissatisfied dissatisfied Neither dissatisfied nor satisfied Mildly satisfied Very satisfied Completely satisfied

Part B

ASSESSMENT OF SERVICE QUALITY DELIVERY

This section of the questionnaire contains statements relating to the quality of service delivery of your Bank. Considering an excellent bank would be scored as Absolutely Agree, please indicate your degree of agreement with the following statements, on your banks performance on the service feature described by circling the agreed field. 1. The terms and conditions of your right to services are negotiated. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree nor Agree 1 2 3 4 5 6 2. Absolutely Agree 7

The service, physical facilities, equipment, staff, and communication materials are accessible to you. Absolutely Strongly Slightly Neither Slightly Strongly Absolutely Disagree Disagree Disagree Disagree Agree Agree Agree nor Agree 1 2 3 4 5 6 7 Information, advice and support on potential funding sources are made available to you. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree nor Agree 1 2 3 4 5 6 Slightly Strongly

3.

Absolutely Agree 7 Absolutely

1

4. Staff provide prompt and timely service to you. Absolutely Strongly Slightly Neither

Liz Vaughan, Room MS206 ,Glasgow Caledonian University, Cowcaddens Road, Glasgow G4 0BA

Disagree 1

Disagree 2

Disagree 3

Disagree nor Agree 4

Agree 5 Slightly Agree 5

Agree 6 Strongly Agree 6 Strongly Agree 6 Strongly Agree 6 Strongly Agree 6 Strongly Agree 6

Agree 7 Absolutely Agree 7 Absolutely Agree 7 Absolutely Agree 7 Absolutely Agree 7 Absolutely Agree 7 Absolutely Agree 7

5. Your complaints are constructively handled. Absolutely Strongly Slightly Neither Disagree Disagree Disagree Disagree nor Agree 1 2 3 4

6. A flexible service is provided to meet your individual needs. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5 7. Staff are polite and courteous with you. Absolutely Strongly Slightly Neither Disagree Disagree Disagree Disagree nor Agree 1 2 3 4 Slightly Agree 5

8. Staff are willing to listen to your individual point of view. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5 9. Staff communicate in a language that you understand. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5

10. Complete and accurate information is provided to you in good time. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree nor Agree 1 2 3 4 5 6

11. Staff reassure you in terms of your personal anxieties, concerns and problems. Absolutely Strongly Slightly Neither Slightly Strongly Absolutely Disagree Disagree Disagree Disagree Agree Agree Agree nor Agree 1 2 3 4 5 6 7

12. Staff are sympathetic to your individual needs, while respecting your privacy Absolutely Strongly Slightly Neither Slightly Strongly Absolutely Disagree Disagree Disagree Disagree Agree Agree Agree
Liz Vaughan, Room MS206 ,Glasgow Caledonian University, Cowcaddens Road, Glasgow G4 0BA 2

nor Agree 4

5 Slightly Agree 5 Slightly Agree 5

6 Strongly Agree 6 Strongly Agree 6 Strongly Agree 6

7 Absolutely Agree 7 Absolutely Agree 7 Absolutely Agree 7

13. Staff respect your confidences and feelings. Absolutely Strongly Slightly Neither Disagree Disagree Disagree Disagree nor Agree 1 2 3 4
14.

You feel safe under the care of the staff. Absolutely Strongly Slightly Neither Disagree Disagree Disagree Disagree nor Agree 1 2 3 4

15.

Accurate and secure account records are maintained. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5

19.

The required level of service is delivered, with clearly stated terms and conditions. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree nor Agree 1 2 3 4 5 6 Strongly Agree 6

Absolutely Agree 7 Absolutely Agree 7 Absolutely Agree 7 Absolutely Agree 7

20. The required number of staff have the ability to do the job. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5

21. The full range of services is delivered to meet your changing needs. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree nor Agree 1 2 3 4 5 6 22. Staff deliver the appropriate service as promised. Absolutely Strongly Slightly Neither Disagree Disagree Disagree Disagree nor Agree 1 2 3 4 Slightly Agree 5 Strongly Agree 6

23. A dependable service which does not vary over time is provided. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree

Absolutely Agree
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Liz Vaughan, Room MS206 ,Glasgow Caledonian University, Cowcaddens Road, Glasgow G4 0BA

1 24.

nor Agree 4

The behaviour of staff makes you feel that you can trust them and have confidence in them. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5

Strongly Agree 6

Absolutely Agree 7

Part C

FINAL SECTION

Q1. Please indicate your overall evaluation of the QUALITY of the services provided by your University, by placing a check mark X in the relevant box below Extremely poor Very poor Fairly poor Neither poor nor good Fairly good Very good Extremely good

Q2. Please enter the number of years experience that you have of the services of your concerned Bank Number of years ____________

Q3. Please rate the importance of the following ten service quality dimensions, by ticking a box. 1. Access to overall services Extremely Very Fairly poor poor poor 2. Responsiveness to your needs Extremely Very Fairly poor poor poor Neither poor nor good Fairly good Very good Extremely good

Neither poor nor good

Fairly good

Very good

Extremely good

3. Communication style and information provision Extremely Very Fairly Neither poor poor poor poor nor good

Fairly good

Very good

Extremely good

4. Humaneness in dealing with you Extremely Very Fairly poor poor poor

Neither poor nor good

Fairly good

Very good

Extremely good
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Liz Vaughan, Room MS206 ,Glasgow Caledonian University, Cowcaddens Road, Glasgow G4 0BA

5. Security of your care Extremely Very poor poor

Fairly poor

Neither poor nor good

Fairly good

Very good

Extremely good

6. Enabling/Empowerment of your development Extremely Very Fairly Neither poor poor poor poor nor good 7. Competence in overall service delivery Extremely Very Fairly Neither poor poor poor poor nor good 8. Reliability of overall service delivery Extremely Very Fairly poor poor poor 9. Equity of overall service delivery Extremely Very Fairly poor poor poor

Fairly good

Very good

Extremely good

Fairly good

Very good

Extremely good

Neither poor nor good

Fairly good

Very good

Extremely good

Neither poor nor good

Fairly good

Very good

Extremely good

10. Tangibles: up-to-date range of physical facilities Extremely Very Fairly Neither poor poor poor poor nor good

Fairly good

Very good

Extremely good

Q4.

ADDITIONAL COMMENT ON HOW YOUR UNIVERSITY COULD IMPROVE ITS SERVICE DELIVERY?
_________________________________________________________________________________________ _________________________________________________________________________________________ _________________________________________________________________________________________ _________________________________________________________________________________________

END OF QUESTIONNAIRE, THANK YOU

Liz Vaughan, Room MS206 ,Glasgow Caledonian University, Cowcaddens Road, Glasgow G4 0BA