Business research proposal

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Questionnaire

The aim of this questionnaire is to measure the service quality and its impact on,

customer satisfaction and Loyalty in banking sector ------------. The recommendations

emerging from this survey could enhance the services provided to the customers.

This questionnaire consists of 4 parts A, B, C, and D.

Part A: General Information about Customer

Part B: Service Quality Measures

Part C: Customer Satisfaction Measures

Part D: Loyalty Measures

Note:

---------------------, is a student in HU W

This survey is for research purpose.

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Part A: General Information

Please respond to all questions set in three sections below. Your responses will be kept in

strict confidence. Thank your kind cooperation.

1. What is your gender?

2. What is your age?

Age 18-25 25-35 35-45 45 and

above

3. What do you work?_________________________________

4. What is your education level

Education level

Baclerore Degreee or less

Postgraduate Certificate or higher

5. Bank’s emirates in UAE?

Male Female

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Part B: Service Quality Measures

Please use the following table to rank your responses to below questions

1= Strongly disagree 2= Disagree 3=Neutral 4= Agree 5= Strongly Agree

Responsiveness (RES) 1 2 3 4 5

1) Bank staff have willingness to help customers

2) Bank prompts service to customers

3) Bank Keeps customer informed about when services will be performed

5) Bank have Readiness to respond to customers’ request

Assurance (ASS)

6) Bank staff instill confidence in customers

6. Bank employees are trustworthy

7. Bank employees are knowledgeable in answering customer questions

8. Bank makes customers feel safe in their transactions

Empathy (EMP)

9. Bank staff give personal assistance

10. Bank staff give customers individual care and attention

11. Bank employees understand the customer specific needs

12. Bank staff have customer’s best interest at heart

Tangibles (TAN)

13. Bank has staff who have a neat, professional appearance

14. Bank has visually appealing facilities

15. Bank has Modern equipments

Reliability (REL)

16. Bank is Providing services at the promised time

17. Bank is dependable in handling customers’ service problems

18. Bank provides services as promised

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19. Bank maintains error-free records

20. Bank avoids unreasonable ATM machines out of service

21. Bank ensures there is network during working hours

22. Bank has convenient working hours

Part C: Customer Satisfaction Measures

Customer satisfaction assessment KEY

Strongly Disagree Somehow Agree Neutral Somehow Agree Strongly Agree

1 2 3 4 5

Variables 1 2 3 4 5

What is your overall satisfaction regarding services delivery by the bank?

To what extent has the service delivery by the bank meet your

expectations?

Do you think that you made the right choice by choosing your bank?

Part D: Loyalty Measures

Customer loyalty assessment KEY

Strongly Disagree Somehow Agree Neutral Somehow Agree Strongly Agree

1 2 3 4 5

Variables 1 2 3 4 5

Do you tell positive things about your bank to other people?

Basing on your perception on customer satisfaction will you continue

with the same bank?

Are you willing to recommend the bank to your family and relatives?

Are you willing to recommend the bank for product/service

improvements?

Thank you for your kind co-operation.