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    Customer Satisfaction of Dutch-Bangla Bank LTD.: Background

    Uploaded by

    mehedee
    The document is a customer satisfaction survey for Dutch-Bangla Bank Ltd. It contains questions about customers' background, reasons for choosing the bank, usage of different banking services, satisfaction with technology-based services, problems experienced, and satisfaction with service quality dimensions. Customers are asked to rate their level of satisfaction on various attributes on scales. The purpose is to collect data on customer satisfaction to help the bank improve its services.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Customer Satisfaction of Dutch-Bangla Bank LTD.: Background

    Uploaded by

    mehedee
    39 views6 pages
    The document is a customer satisfaction survey for Dutch-Bangla Bank Ltd. It contains questions about customers' background, reasons for choosing the bank, usage of different banking services, satisfaction with technology-based services, problems experienced, and satisfaction with service quality dimensions. Customers are asked to rate their level of satisfaction on various attributes on scales. The purpose is to collect data on customer satisfaction to help the bank improve its services.

    Original Description:

    Questionnaire

    Original Title

    Rm Questionnaire

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    The document is a customer satisfaction survey for Dutch-Bangla Bank Ltd. It contains questions about customers' background, reasons for choosing the bank, usage of different banking services, satisfaction with technology-based services, problems experienced, and satisfaction with service quality dimensions. Customers are asked to rate their level of satisfaction on various attributes on scales. The purpose is to collect data on customer satisfaction to help the bank improve its services.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    39 views6 pages

    Customer Satisfaction of Dutch-Bangla Bank LTD.: Background

    Uploaded by

    mehedee
    The document is a customer satisfaction survey for Dutch-Bangla Bank Ltd. It contains questions about customers' background, reasons for choosing the bank, usage of different banking services, satisfaction with technology-based services, problems experienced, and satisfaction with service quality dimensions. Customers are asked to rate their level of satisfaction on various attributes on scales. The purpose is to collect data on customer satisfaction to help the bank improve its services.

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    © All Rights Reserved
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    You are on page 1of 6

    CUSTOMER SATISFACTION OF

    DUTCH-BANGLA BANK LTD.


    (Only use for research purpose)

    Date:

    Name: Ac. No.

    Address:

    City, Zip: Telephone No. (Optional):

    E-mail (Optional): Date of birth:

    Sex (Check only one): Male Female

    Background
    (Check only one)

    1. Are you currently:


    A
    Married B
    Single C
    Separated D
    Divorced E
    Widowed
    1. Education:

    Illiterate High school Intermediate Degree Master Degree


    A B C D
    E Others (please specify)_______________

    2. Profession:

    A Govt Employee B Private Employee C Business D Self Employee

    E Student F House Wife G Others (please specify) ___

    3. Monthly Income:

    A Up to 10000 B 10001 20000 C 20001 30000 D 30001 40000

    E 40001- Above

    6
    4. Why are you select Dutch-bangla bank?

    A Near to the house B More ATM C Without any reason

    D Others (please specify)

    5. Status of usage:

    A Less than 1 year B 1 5 years C 5 10 years


    D 10 15 yeas E Above 15 years

    6. Which attribute of the bank do you value the most?


    A Quality of Service B Technology used C Trust D Location
    E Type of the bank

    7. Customer level of usage of technology (Can select more than one):


    Connected to the Internet at home or work to do their financial transactions------------

    Uses E-mail
    A

    B ATM / Debit card service

    C
    Credit card service
    D Online banking services
    E E-payments
    F Electronic Fund Transfer (EFTs)/NEFT/RTGS

    8. How frequently per month do you use the following banking services?

    Banking Services Nil Times 1 to 3 Times 3 to 8 Times 8 to 12 Times Over 12


    Times
    A. Branch Banking
    B. ATM
    C. Internet Banking
    D. Mobile banking

    9. Satisfaction on Technology usage:


    ATM Services Extremely Satisfied Neutral Dissatisfied Extremely
    satisfied Dissatisfied

    6
    A. Promptness of card
    delivery
    B. Number of Transactions
    C. The quality of notes
    D. Conveniently located

    Internet banking Services Extremely Satisfied Neutral Dissatisfied Extremely


    satisfied Dissatisfied
    A. Account information and
    balance enquiry
    B. E-payments
    C. Account to Account
    transfer
    D. Statement request

    Mobile Banking services Extremely Satisfied Neutral Dissatisfied Extremely


    satisfied Dissatisfied
    A. Reward point status
    B. Prepaid Mobile Recharge
    C. SMS alerts
    D. Transactions status
    E. expensive

    10. Problems of technology Usage:

    ATM Problems Often Rarely Never


    A. Cards get blocked
    B. Machine out of cash
    C. Machine out of order
    D. long waiting time in queues
    E. Reduction in balance without cash payment

    Internet Banking Problems Often Rarely Never


    A. Not providing information
    B. Not being able to maintain security
    C. Not giving fast response
    D. Leaving the operation unfinished
    E. Waiting for long time for conducting of transactions

    6
    F. Too many steps in processing transaction

    Mobile Banking Problems Often Rarely Never


    A. Login / Sign off are not easy
    B. Lack of security in transactions
    C. Lack of appropriate software

    Satisfaction levels regarding the various


    Services Quality Dimensions

    11. At what level your satisfied with the following service quality dimensions?

    Tangibility Extremely Satisfied Neutral Dissatisfied Extremely


    satisfied Dissatisfied
    A. Bank has up-to-date
    equipment & technology
    B. Location of the Bank
    C. Sufficient number of ATM
    machines
    D. Cash counting machines
    E. The employees approach
    F. Guideline to services

    Responsiveness Extremely Satisfied Neutral Dissatisfied Extremely


    satisfied Dissatisfied
    A. Bank performed services
    B. Quick confirmation
    C. Our requests are handled

    Accuracy Extremely Satisfied Neutral Dissatisfied Extremely


    satisfied Dissatisfied
    A. Problem solving through
    instant information
    B. Bank insists on error-free

    6
    transaction records
    C. Electronic Bills payments

    Security Extremely Satisfied Neutral Dissatisfied Extremely


    satisfied Dissatisfied
    A. Security for ATMs
    B. Protection of banking
    transactions
    C. Privacy

    Customer Service Extremely Satisfied Neutral Dissatisfied Extremely


    satisfied Dissatisfied
    A. Customer friendly
    environment at Bank
    B. Customer feedback
    services
    C. Special services for the
    elders and disabled

    12. Are you satisfied with the overall technological services of your bank?
    A Yes B No C Cannot say

    13. The contribution of new technology to the success of banks in your opinion is (Please fill up
    the circle):
    Very high

    Average
    High

    Low

    Nil

    14. What suggestions are you give for more customer satisfaction?

    ----------------------------------------------------------------------------------------------------------------

    6
    ----------------------------------------------------------------------------------------------------------------

    -------------------------------------------------------------------------------------------------------------------------------------

    Signature of the customer

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