QUESTIONS FRAMED AS PER VARIABLE

EXPECTATIONS A. 1. 2. 3. 4. 5. Demographic Variables Gender Age Qualification Occupation Income

B. Service Quality Variables : 6. Reliability of services- The Bank should assure reliability of services delivered by it. 7. Responsiveness towards customers problems, complaints and suggestions - The bank should rapidly respond to the problems suggestions and complaints of customers. 8. Competence of bank-The bank should use all possible resources to meet the needs of requirement of the customers. 9. Access to banks and its employees - The bank should use phone calls, e-mails and personnel visits to communicate with the customers. 10.Courtesy towards customers - The Employees of the bank should be Polite, Patient and Amicable while dealing with customers. 11.Communication of information regularly -The bank should provide with enough information to allow the customer to be well informed while making choices. 12.Credibility towards customers - The Bank should provide timely services to the customers. 13.Security of funds and other resources -The bank should regularly assure the security of customers funds and other resources. 14.Understanding the requirements of customers -The bank should understand the customer service requirements and expectations.

PERCEPTION C. General 15.Name of the Bank you are presently transacting with 16.Do you have accounts with more than one bank? 17.If yes, Please mention the name of the bank you have account with D. Experience18.From how many years are you customer with your bank? E. Awareness level19.Are you aware of the different services provided by your bank? F. Influence 20.How much influence do they (Friends, Relatives, etc.) have over the decision of using different services provided by bank? G. Involvement of customers in using bank services 21.What do you prefer more (visiting bank, internet banking, ATM services, etc.) ? 22.From the following services delivered by your bank, which are you using by visiting your bank? 23.From the following technical services delivered by your bank, which are you using H. Choice of bank 24. I believe that my bank is best than any other bank in the city I. Fulfilling the promise of delivery of services 25. My bank delivers all the services as assured by it. J. Customer focused services 26.My bank delivers the services considering my convenience. 27.My bank is able to tailor its products and services to meet my needs. 28.My bank offers me with products that reflect my earnings and wealth. K. Information and communication technology 29.

Communication

Consideration My bank offers me with products that reflect my earnings and wealth Response On Compliant My bank rapidly responds to feedback provided by me and respond on the same