QUESTIONNAIRE

Service Quality

A Case Study of J&K Bank

I Pradhuman Mahotra of B.B.A Semester Vth is undertaking my project report of B.B.A degree
from Govt. S.P.M.R College of Commerce affiliated with University of Jammu.
In view of this, I am conducting a survey towards Service Quality a Case Study of J&K Bank.
The contents of this questionnaire are only for the academic purposes and information provided
by you will be kept confidential.

The Questionnaire is prepared on the basis of following Service Quality

Dimensions

1. Staff
2. Working
3. Services
4. Support

DEMOGRAPHIC INFORMATION

1. Name: ________________
2. Gender
Male
Female
3. Age Group
a) Below 25 years b) 25-35 years c) 35-45 years d) 45 years & above
4. Occupation:-
a) Business Man b) Govt. Job c) Private Job d) Student e) Retired
5. Qualification:-
a) School.
b) Graduate.
c) Post Graduate.
d) Proffesional Degree.

GENERAL INFORMATION

6. From how long are you associated with the Bank?

a) Less than a year
b) 1-3 year
c) 3-5 year
d) 5 year & above
7. Do you visit branches of the bank at different locations?
a) Yes
b) No
8. What makes you come to this branch most of the time?
a) Near to home/Work Are
b) Supportive staff
c) Time Management
d) Others (please specify) ____________________
9. Annual Income.
a) Below 1 Lakh
b) 1-5 Lakhs
c) 5-10 Lakhs
d) 10 Lakhs and above
10. Which services are you taking from the bank?
a) Fixed Deposit
b) Current Account
c) Saving Account
d) All of the above
e) Others (Please Specify) _________________

Staff

11. The bank staff have the required skills and knowledge about the bank’s product and
services.
a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
12. The bank staff is friendly and behave in a courteous manner when deal with you.
a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
13. The bank staff is professional & have a pleasing and presentable appearance.
a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
14.The bank staff is willing to listen & respond to your needs on time.
a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
15. Overall are you satisfied with the branch staff.
a) Strongly dissatisfied.
b) Dissatisfied.
c) Neutral.
d) Satisfied.
e) Highly satisfied
Working
16. The branch has sufficient staff, customer representatives & tellers for your needs.
a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
17. The branch has convenient working hours.
a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
18. The staff give special treatment to its old customers.
a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

Services
19. Do you use the ATMs setup by the bank?
a) Yes
b) No
20. The ATMs are located at all convenient locations.
a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
21. From the period you are using bank’s services have you ever taken any loan form
the bank?
a) Yes
b) No
22. State the satisfaction level of ease of access with the formalities bank demands for its
operations?
a) Strongly dissatisfied.
b) Dissatisfied.
c) Neutral.
d) Satisfied.
e) Highly satisfied.
23. Rate the services offered on bank’s online platform.
a) Strongly dissatisfied.
b) Dissatisfied.
c) Neutral.
d) Satisfied.
e) Highly satisfied.
24. Rate the ease of access & the usefulness of bank’s online banking channels.
a) Strongly dissatisfied.
b) Dissatisfied.
c) Neutral.
d) Satisfied.
e) Highly satisfied.

Support
25. Do you use the call center service for your queries?
a) Yes
b) No
26. Are the Calls answered promptly by the agent?
a) Yes
b) No
27. Call center staff is knowledgeable & have a friendly and professional attitude.
a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
28. Rate the waiting period prior to agent attending you.
a) Strongly dissatisfied.
b) Dissatisfied.
c) Neutral.
d) Satisfied.
e) Highly satisfied.
29. The agent is genuinely interested in assisting you & resolving your problem.
a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
30. Would you recommend the bank as a preferred banking choice to your colleagues, friends,
family members?
a) Yes
b) No