QUESTIONNAIRE

A STUDY OF THE PERCEPTIONS OF CUSTOMERS TOWARDS

THE SERVICES OFFERED BY COMMERCIAL BANKS
Please tick the appropriate in below mentioned questions.
Name: _______________________________________________________________________
Gender: a) Male ______________

b) Female ______________

Age:

b) 22 to 24 years ______

a) 18 to 21 years ______

c) 25 to 30 years ______

Qualification: a) Undergraduate ________ b) Graduate ________ c) Post-graduate ________

1. Are you satisfied with the services provided by Commercial Banks?
a) Yes ______________

b) No _______________

2. Are the services offered satisfactory according to your needs?

a) Yes ______________

b) No _______________

3. How easy is it to open a/c in the bank?

a) Very Easy _____

b) Easy _____

c) Difficult _____

d) Very Difficult _____

4. Do the counter services at the commercial banks meet the needs of the customers?
a) Yes ______________

b) No _______________

5. How easy it is to obtain resources you need from the Commercial Banks?
a) Very Easy _____

b) Easy _____

c) Difficult _____

d) Very Difficult _____

6. Do you find the staff and counter members Co-operative?

a) Yes ______________

b) No _______________

7. Is the services providing members of bank are enthusiastic?

a) Yes ______________

b) No _______________

8. Based on your experience, Please indicate your level of satisfaction with helpfulness of
the staff?
a) Highly Satisfied ____ b) Satisfied ____ c) Neither ____ d) Not Satisfied ____
9. Are you satisfied with the services provided by the banks in all fields?
a) Highly Satisfied ____ b) Satisfied ____ c) Neither ____ d) Not Satisfied ____
10. Is the new Internet Banking System introduced helpful to you?
a) Yes ______________

b) No _______________

11. Are you satisfied with the new E-Payment System?

a) Highly Satisfied ____ b) Satisfied ____ c) Neither ____ d) Not Satisfied ____
12. Do you think that it creates opportunities for the customers?
a) Yes ______________

b) No _______________

13. Does the pattern of services provided by banks inspire you to continue with the banking
system?
a) Yes ______________

b) No _______________

c) Cannot Say_____________

14. Overall are you satisfied with your experience at Commercial Banks?
a) Highly Satisfied ____ b) Satisfied ____ c) Neither ____ d) Not Satisfied ____