Questionnaire:

Labor Efficacy and Customer Satisfaction; A cross

Sectional Study of Commercial Banks in Pakistan

This Questionnaire is being exclusively used for research purpose; all information
provided by the respondents would be kept confidential. Your co-operation will be
highly appreciated.
PERSONAL INFORMATION:
Name of employee: ______________________
Gender:

Male ______ Female _______

Age: _____________
Bank name /Branch Location: ________________________
Current position in the organization: ____________________________
Education: ________________________
Total Work Experience (no of years) ______________________
Salary Range: ___________________________________________
1

Fully Aware

Somewhat
Aware

Neither Aware
Nor Unaware

No too
Aware

Not at
all Aware

Job Knowledge:
5
How much are you aware about
your:
No of services
Customers
Understanding of Policies within and
across Department

Technological Advancements in your

job
1
Very
friendly

2
Somewhat
friendly

Not too
friendly

unfriendly

Very unfriendly

Employee Behavior
5

What kind of relationship do you

have with your:
Supervisors
Peers
Customers
1
Excellent

2
Very Good

3
Good

Bad

Very bad

Employee Skills:
1
How skilled you consider yourself in
terms of
Technical Skills
Interpersonal skills
Problem solving skills
Creative Skills
Verbal skills

Customer Satisfaction:

1
Strongly
Disagree

2
Disagree

3
Neutral

Agree

1
1.Bank has modern looking equipment
2.Banks maintain error free records
3.Employees in the bank give you prompt service
4.Employees in the bank are always willing to help
you
5.The behavior of employees in the bank instills
confidence in you
6.Employees in the bank are never too busy to
respond to your request
7.The bank gives you individual attention
8.When the bank promises to do something by a
certain time, it does so
9.overall you are satisfied with the bank services
Thank you so much for giving your precious time.

Strongly
Agree