8/21/2017 CUSTOMER SATISFACTION OF BANKS IN NEPAL

CUSTOMER SATISFACTION OF BANKS IN NEPAL

* Required

1. NAME

2. EMAIL

3. AGE *
Mark only one oval.

Below 25
26-40
41-55
56 Above

4. GENDER *
Mark only one oval.

Female
Male

5. Primary Occupation *
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Student
Service
Business
Housewife
Freelancer

6. Income(monthly)
Mark only one oval.

Below 10000
10001-25000
25001-40000
Above 40001

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8/21/2017 CUSTOMER SATISFACTION OF BANKS IN NEPAL

7. Qualification *
Mark only one oval.

SLC
+2
Bachelor Degree
Masters Degree
Doctoral Degree

8. Marital Status
Mark only one oval.

Single
Married

9. Name of your Bank

10. Do you think your caters all your banking need? *

Mark only one oval.

Yes
No

11. For the past how many years are you using the
bank services?

12. What kind of account do you maintain in this bank?(primary)

Mark only one oval.

Saving
Current
Loan
DEMAT

13. Do you think your bank offers competitive interest rate?

Mark only one oval.

Yes
No

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8/21/2017 CUSTOMER SATISFACTION OF BANKS IN NEPAL

14. Which environmental forces influence you the most to select your bank?
Check all that apply.

Reputation
Wide Branch Network
Customer service
Computerized Banking
Friends/Family

15. Rank the environmental forces influences *

Mark only one oval per row.

1 2 3 4 5
Reputation
Wide Branch Network
Customer Service
Computerized Banking
Friends/Family

16. Level of product knowledge of bank staff

Mark only one oval.

1 2 3 4 5

Highly Satisfied Not satisfied at all

17. Presentation communication of staff

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1 2 3 4 5

Highly Satisfied Not satisfied at all

18. Timeliness of service delivery

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1 2 3 4 5

Fast Slow

19. Timeliness of complaint resolution

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1 2 3 4 5

Highly Satisfied Not Satisfied at all

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8/21/2017 CUSTOMER SATISFACTION OF BANKS IN NEPAL

20. Availability and quality of brochures and sales material

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1 2 3 4 5

Highly Satisfied Not Satisfied at all

21. Overall satisfaction

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1 2 3 4 5

Highly Satisfied Not Satisfied at all

22. Based on the awareness of this bank, what was your experience?
Mark only one oval.

Much Better
Better
About the same
Worst
Much Worst

23. Based on your experience with this bank, would you like to continue to use services?
Mark only one oval.

Definitely will
Might or Might not
Never

24. Based on your experience with this bank, would you recommend this bank to others?
Mark only one oval.

Certainly
May be
Never

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