Page 1 of 2

Bank Servqual Questionnaire

Continues for 1 more pages »
Read full document

Bank Servqual Questionnaire

Page 1 of 2
Client Satisfaction Survey

At Kotak Mahindra Bank, we constantly strive to exceed our customer expectations through continuous development and improvement of our products and services. Please help us in monitor our improvement effort by answering these questions. We thank you for your participation and look forward to your patronage.

Basic Information
Name of the Account holder: ………………………………………………………………………. Account/CRN No.…………………………………………………………………………………………. Contact No: …………………………………………………………………………………………………. E-mail: ………………………………………………………………………………………………………….

Please rate your satisfaction in the following area on a scale of 1 to 5 (1 being least satisfied and 5 being most satisfied. Please tick (√) against appropriate answer.

1. Tangibility
Particulars| 1| 2| 3| 4| 5| N/A|
Bank had maintain all necessary equipments( Such as ATMs, Phone Banking, etc)| | | | | | | Employees are neat-appearing.| | | | | | |
The pamphlets and statements are clear, attractive and understandable.| | | | | | | The branch has convenient sitting and waiting arrangement.| | | | | | |

2. Reliability
Particulars| 1| 2| 3| 4| 5| N/A|
Bank delivered all the services within the promised deadline. | | | | | | | You feel safe with your all transactions with Kotak Mahindra Bank.| | | | | | | The advertising and promotional message of Kotak Mahindra Bank reflects reality.| | | | | | | The bank maintains error free records.| | | | | | |

3. Responsiveness
Particulars| 1| 2| 3| 4| 5| N/A|
The employees prevent long waiting lines.| | | | | | | Whenever you face any banking problems. Employees were there to help you out.| | | | | | | The bank operates a regular and effective complaint handling process.| | | | | | |

4. Assurance
Particulars| 1| 2| 3| 4| 5| N/A|
The employees are quick and efficient in service delivery.| | | | | | |...