Customer Satisfaction Questionnaire (Mba Program)

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  • Published : February 15, 2011
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BANK CUSTOMER SATISFACTION SURVEY
(Domestic Bank Customer Satisfaction) PLEASE DO NOT WRITE YOUR NAME ON THIS QUESTIONNAIRE Bank Negara Malaysia recently announced the introduction of a Customer Satisfaction Index (CSI) as a possible standard of excellence to benchmark organisations within the financial sector. With the merger and consolidation of financial institutions in Malaysia, their future success will depend upon customer satisfaction and loyalty. We invite you to participate in our survey to assist us develop an index that may be used to benchmark customer service level within the banking industry. This survey is designed to help us understand your experience with YOUR BANK. There are no “RIGHT” or “WRONG” answers. Kindly complete this questionnaire by placing a tick () on the appropriate scale,  to , as shown in the example below. EXAMPLE: How loyal are you to your Bank?

Disloyal        Very Loyal

PART 1: GENERAL CUSTOMER INFORMATION
1. Which of the following is your CURRENT Bank?

PLEASE TICK ONLY ONE BOX – THE BANK YOU FREQUENTLY USE

AmBank Bumiputra-Commerce Bank EON Bank Hong Leong Bank Malayan Bank (Maybank)

Alliance Bank AFFIN Bank Public Bank RHB Bank Southern Bank

2. How long have you been a customer of your CURRENT Bank?  Less than 1 year  1 – 2 years  3 – 5 years  More than 5 years

3. In the past 5 years, other than for geographical relocation, how many times have you

switched to a different bank?
 Never switched  1 to 2 times  3 to 5 times  Over 5 times 4. What was the MAIN reason for switching Bank? (TICK ONLY ONE BOX)

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BANK CUSTOMER SATISFACTION SURVEY
(Domestic Bank Customer Satisfaction)
      NEVER SWITCHED BANK – Please proceed to NEXT question (5) below. Poor service quality (long queues, slow service, frequent computer breakdown etc.) Interest Rates were not attractive. (Unattractive Fixed Deposit rate, expensive financial charges) Location of branch is inconvenient (difficult to park, traffic jam, too far etc.) Geographical relocation (transferred to another state, moved to another place) OTHER reason (Please specify: ___________________________________________________)

5. Which State do you live in? (Please name) ____________________________________ 6. Gender: 7. Your Age?

 Male Less than 18 18 to 25

 Female 26 to 35 36 to 45 46 to 55 56 or more

8. What is the highest level of formal education you have completed? (Please tick one)  Primary School  Secondary School  College/ Polytechnic  Bachelors Degree  Postgraduate  Professional Body OTHERS:__________________________________ 9. Annual Income: Total Income per year in Ringgit Malaysia (RM) (K = 1,000): Less than 10K 101K – 125K 10K – 25K 126K – 150K 26K – 50K 151K – 200K 51K – 75K 200K – 500K 76K – 100K More than 500K

10. Please tick () the financial products and services you are currently using as a customer

of your MAIN Bank as well as all the other Banks . CONVENTIONAL BANKING BASIC Current Account Savings Account Fixed Deposits Safe Deposit Box Insurance OTHERS: LOANS Housing Loan Hire Purchase Term Loan Personal Loan Education Loan INVESTMENTS E-BANKING Unit Trust Forex Share Margin Finance Wealth Management ATM Credit Card Internet Banking Direct Debit Autopay Phone Banking

ISLAMIC BANKING
Al-Wadiah Al-Mudharabah Al-Ijarah Thumma Al-Bai (Aitab) Al-Ijarah Al-Musyarakah Bai-Al-Innah Al-Hiwalah Takaful

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BANK CUSTOMER SATISFACTION SURVEY
(Domestic Bank Customer Satisfaction)

PART 2: CUSTOMER SATISFACTION QUESTIONNAIRE
A
01 02 03 04

Based on your experience with YOUR BANK, how would you rate the quality of staff? (P1) Courtesy and friendliness. Efficient and knowledgeable in handling your transactions. Staff attire and appearance. Sympathetic and willingness to help when you have a problem. Very unsatisfactory Very unsatisfactory Very unsatisfactory Very unsatisfactory                             Very...
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