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QUESTIONS

This document contains a survey assessing customers' perceptions of service quality across five dimensions - tangibility, reliability, responsiveness, assurance, and empathy - at HDFC Bank. The survey includes 20 questions addressing physical features, equipment, employee appearance and competence, ability to fulfill promises, handling problems and requests, trustworthiness, caring attitude, and understanding of customer needs. Respondents are asked to indicate their level of agreement on scales ranging from strongly disagree to strongly agree. The survey aims to evaluate customers' experience of service quality at HDFC Bank across the five key dimensions.

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Pranshi Tyagi
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30 views

QUESTIONS

This document contains a survey assessing customers' perceptions of service quality across five dimensions - tangibility, reliability, responsiveness, assurance, and empathy - at HDFC Bank. The survey includes 20 questions addressing physical features, equipment, employee appearance and competence, ability to fulfill promises, handling problems and requests, trustworthiness, caring attitude, and understanding of customer needs. Respondents are asked to indicate their level of agreement on scales ranging from strongly disagree to strongly agree. The survey aims to evaluate customers' experience of service quality at HDFC Bank across the five key dimensions.

Uploaded by

Pranshi Tyagi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Ques.

Age

 18-23 Years
 24-29 Years
 30-35 Years
 35 Years and above

Ques. Educational qualifications

 UNDER GRADUATE
 GRADUATE
 POST GRADUATE

TANGIBILITY DIMENSION OF SERVICE QUALITY

(Questions1 to 4):

Physical facilities, equipments and appearance of personnel

Ques.1 HDFC bank has modern looking equipment.

 STRONGLY DISAGREE 5
 DISAGREE
 UNCERTAIN
 AGREE

Ques.2 The bank's physical features are visually appealing.

 DISAGREE
 UNCERTAIN
 AGREE
Ques.3 The bank's reception desk employees are neat appearing.

 STRONGLY DISAGREE 5
 DISAGREE
 UNCERTAIN
 AGREE

Ques.4 Materials associated with the service (such as pamphlets or statements)


are visually appealing at the bank.

 DISAGREE
 UNCERTAIN
 AGREE
 STRONGLY AGREE

RELIABILITY DIMENSION OF SERVICE QUALITY

(Questions 5 to 8):

Ability to perform the promised service dependably and accurately

Ques.5 When the bank promises to do something by a certain time, it does so.

 STRONGLY DISAGREE
 DISAGREE
 UNCERTAIN
 AGREE
 STRONGLY AGREE

Ques. 6 When you have a problem, the bank shows a sincere interest in solving it
 DISAGREE
 UNCERTAIN
 AGREE
 STRONGLY AGREE

Ques.7 The bank performs the service right the first time

o STRONGLY DISAGREE
o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.8 The bank insists on error free records.

 DISAGREE
 UNCERTAIN
 AGREE
 STRONGLY AGREE

RESPONSIVENESS DIMENSION OF SERVICE QUALITY

(Question 9 to 12): Willingness to help customers and provide prompt services

Ques. 9 Employees in the bank tell you exactly when the services will be
performed.

o STRONGLY DISAGREE
o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques. 10 Employees in the bank give you prompt service.


o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.11 Employees in the bank are always willing to help you.

o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.12 Employees in the bank are never too busy to respond to your request

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

ASSURANCE DIMENSION OF SERVICE QUALITY


(Question13 to 16):

Knowledge and courtesy of employees and their ability to inspire trust and
confidence

Ques.13 The employees of the bank are trustworthy.

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.14 The behavior of employees in the bank instills confidence in you.

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.15 You feel safe in your transactions with the bank.

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.16 Employees in the bank have the knowledge to answer your questions.

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

EMPATHY DIMENSION OF SERVICE QUALITY


(Question17 to 20):

Caring and individualized attention that firm provides to its customers

Ques.17 The bank gives you individual attention

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.18 The bank has operating hours convenient to all its customers

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.19 The bank has your interests best at heart.

o STRONGLY DISAGREE
o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

Ques.20 The employees of the bank understand your specific needs.

o DISAGREE
o UNCERTAIN
o AGREE
o STRONGLY AGREE

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