To whom it may concern

Dear valued participant

This research is undertaken in partial fulfillment of the requirement for

the Master in Business Administration from the Nottingham Trent
University, UK. This is purely an academic study on the topic “A STUDY
TO UNDERSTAND FACTORS INFLUENCING CUSTOMER'S SATISFACTION AT
BANK ISLAM, PENANG”.

I need your kind assistant to complete this questionnaire honestly and

frankly. All information provided by you will be kept strictly confidential
and only be used for the purpose of research.

Your assistant and participation in this study is highly appreciated.

Thank you!

Yours Sincerely

Rijal A. Shukor

Rijal Abd Shukor

PP 402 (770402-02-5691)
MBA – Nottingham Trent University, United Kingdom
Graduate School

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 SURVEY QUESTIONAIRE

Introduction

The purpose of this questionnaire is to examine the factors influencing the customers’ satisfaction in Bank
Islam (M) Bhd. Penang. Bank Islam is one of the pioneers in Islamic Banking in Malaysia. In term of the
products and services, it is identical to other banking service providers. However, in banking industry, what
makes the products sell are merely based on the customers’ level of satisfaction. This set of questionnaires
will guide us in the process of generating the data required to understand what factors that influencing the
level of customers’ satisfaction.

Important guideline for Answering the Survey

1. Please select only one most suitable answer.

Double-click on the box and click “check” to pick your answer.

Section A: Demographic and Profile

1. Gender: 5. Job Level
Male Executive/Manager
Female Senior Manager/Business Owner
Government Servant
2. Age: Students
20 years and below Others: ……………….
21 to 30 years old
31 to 39 years old 6. Yearly Income:
40 years and above <RM20,000
RM20,000 – RM60,000
3. Race: RM60,001- RM100,000
Malay RM100,001 –RM150,000
Chinese >RM150,000
Indian
Others: ………………

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4. Education Level 7. Do you have account/s in Bank Islam?
Primary School Yes
Secondary School No
Certificate / Diploma 8. How often do you use the Internet?
Bachelor’s Degree / Professional Qualification Once or more a day
Master’s Degree Few times a week
PhD / Post-Doctorate/ Higher Few times a month
Never

Section B (Dependence Variables)

The key objective is to examine the Factors influencing the level of customers’ satisfaction in Bank Islam Penang.
The dependent Variable is the Customers’ Satisfaction. Where it measure attributes such as courtesy, communications
with the customers, ease or convenient of doing transactions, and company reputations or competence.
1 2 3 4 5
CUSTOMERS’ SATISFACTION STRONGLY DISAGREE NEUTRAL AGREE STRONGLY
DISAGREE AGREE
1. Bank Islam staff provides good customers’ services
every time I visited here.
2. It was very convenient to do transaction with Bank
Islam
3. The staff are well versed with all the products and
services offered.
4. Banking with Bank Islam reflects the image and
concept of Sha’riah law.
5. Bank Islam’s staff are very pleasant

Section C (Independence Variables)

The independent variables are Products, Responsiveness, E-banking, facility (environment) that will be the key areas that
customers’ looking at in term of satisfactions. However, there are many other factors that relate to customers’
satisfaction, but due to the limitation of time as well as resources, these four factors are considered as reflecting the major
influencing factors of satisfaction areas.
1 2 3 4 5
PRODUCTS STRONGLY DISAGREE NEUTRAL AGREE STRONGLY
DISAGREE AGREE
1. Bank Islam products’ rates are very competitive and
value for money.
2. The products’ features are up to my expectations.
3. There are many choices for products that I can choose
that suite my lifestyle.
4. The products offered can benefits everyone.

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5. The after sales services of Bank Islam’s products are
very good.

1 2 3 4 5
RESPONSIVENESS STRONGLY DISAGREE NEUTRAL AGREE STRONGLY
DISAGREE AGREE
1. Bank Islam is more focused on the customer than the
competitors.
2. When Bank Islam find that customers give
suggestions to modify a product or service, the
departments involved make concerted efforts to do so.
3. Bank Islam continuously tries to discover additional
needs of the customers, of which they are unaware.
4. Bank Islam periodically reviews the product/service
development efforts to ensure that they are focused on
both future and current customer wants.
5. Bank Islam reacts and respond immediately to any
complaints made (within the window period)

1 2 3 4 5
E-BANKING STRONGLY DISAGREE NEUTRAL AGREE STRONGLY
DISAGREE AGREE
1. The existence of ATM, CDM, Check Deposit Machine
and Balance Inquiry Machine are help speed up the
transaction process.
2. Internet Banking by Bank Islam is very trustworthy
and convenient and user friendly.
3. Mobile Banking helps me a lot to manage my daily
transaction.
4. I can do transaction any time at any place I like with
the existence of E-Banking in Bank Islam.
5. I am satisfied with E-Banking facilities of Bank Islam.

1 2 3 4 5
FACILITY (ENVIRONMENT) STRONGLY DISAGREE NEUTRAL AGREE STRONGLY
DISAGREE AGREE
1. The banking hall is very comfortable while waiting for
turn to do transaction at the counter.

2. The existence of a greeters and customers’ services

officer help to solve any of my uncertainty.

3. I do not have to wait too long for my turn to do the

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 transaction at the counter.

4. Everybody including the physically disable people can

easily do transaction with Bank Islam.

5. I feel respected treated well while doing transaction

with Bank Islam.

COMMENTS : PLEASE WRITE YOUR THOUGHT IF ANY

Thank you very much for completing this questionnaire!

Your time and contribution to this research is greatly appreciated.