INTERVIEW SCHEDULE OF EMPLOYEES

SERVICE QUALITY OF BANKS IN PUNJAB (MALWA REGION)

Declaration:- I, Aditi Baghla, as a research scholar in the department of

commerce and Management studies, Guru Kashi University. I request your
whole hearted co-operation for filling this questionnaire. I here by declare that
the data given by you will be kept highly confidential and will be used for the
research purpose only.
INTERNAL SERVICE QUALITY IN BANKS:
1. Sex :
2. Age :
3. Name of the Bank : Place :
4. Designation :
5. Educational Qualification :
6. Years of Service :
7. Monthly salary :
8. Banking orientation - Rate the following statements at a 5 point scale
according to the order of importance.
Strongly Agree Moderate Disagree Strongly
Agree Disagree
8.1 I am keenly interested
in banking activities.

8.2 I have sound knowledge

about banking
environment.

8.3 I possess deep

knowledge about bank
products.

8.4 I know about the

importance of service
quality.
8. 5 I have rich knowledge and
experience in banking.

9. Staff’s opinion on management commitment to providing internal

service quality. Rate the following statements at a 5 point scale
according to the order of importance.
Strongly Agree Moderate Disagree Strongly
Agree Disagree
9.1 Management provides
continuous training to
staff offer good
customer service.
9.2 Training is also offered
to attend to customers
complaints.
9.3 Staff knows how to
solve customer
problems.
9.4 Staff are rewarded for
the excellent service
provided.
9.5 Management has control
over how to solve the
problem.
9.6 My values are the same
the bank’s values.
9.7 Financial rewards are
offered for the staff.
9.8 Management is keen on
providing extensive
customer services
training.
9.9 Staff are given training to
deal with the problems
of the customers.
9.10 Management motivates
staff to handle
 customer’s problems on
their own.
9.11 Management offers
rewards on the basis of
staff’s service to
customers.
9.12 Customers feed back is
necessary to get reward.
9.13 Management makes
staff feel proud of
working in this bank.
9.14 Provision of satisfactory
working conditions by
management.
9.15 Fair payments
9.16 Management is
concerned with bank’s
future.
9.17 Management puts in
efforts to increase the
profit of the bank.
9.18 Satisfactory pay
structure.
9.19 Management gives total
freedom to the staff to
solve customer’s
problems.
9.20 Suitable rewards are
given for attending to
customer’s complaints
promptly.
9.21 Management approval
is not necessary for
dealing with customer’s
problems.
 10. Staff’s satisfaction on internal service quality variables:
Highly Satisfied Moderate Dissatisfied Highly
Satisfied Dissatisfied
10.1 Work load
10.2 Reward structure
10.3 Relationship with
coworkers
10.4 Support of the
Management
10.5 communication
system in bank.
10.6 Training to staff.
10.7 Bank’s policies
and procedures.
10.8 Relationship with
the higher
officials.
10.9 Staff welfare
scheme.
10.10 Due
appreciation of
the work well
done.
10.11 Facilities at
bank.
10.12 Leave facilities.
10.13 Participative
decision making.
10.14 Feedback
system.

THANKS FOR YOUR COOPERATION.

 SERVICE QUALITY OF BANKS IN PUNJAB (MALWA REGION)

Declaration:- I, Aditi Baghla, as a research scholar in the department of

commerce and Management studies, Guru Kashi University. I request your
whole hearted co-operation for filling this questionnaire. I here by declare that
the data given by you will be kept highly confidential and will be used for the
research purpose only.

CUSTOMER Questionnaire

The following set of statements relate to your experience and expectation about

the Service Quality in Bank.

Respondent Profile:-

1.1 Name

1.2 Place-(Urban/Rural)-

1.3 Gender: Male Female

1.4 Income (Rs). Less than 1,00,000 1,00,001 to 2,00,000

2,00,001 and above

1.5 Age (Years):- 21-30 31-40

41-50 51 and above

1.6 Qualification:- Under Graduation Graduation

Post Graduation

1.7 Profession: Businessman Serviceman

Agriculture Others
1.8 In which sector do you have bank account (i.e. maximum transactions done

by you). Public Sector Private Sector

1.9 In which Bank you have maximum transaction (Prime Bank)

ICICI HDFC AXIX YES

KOTAK MAHINDRA SBI BANKK OF ARODA

PNB BANK OF INDIA CANARA BANK

1.10 Type of Account- SAVING A/C. CURRENT A/C

FD RECURRING DEP.

OTHERS (SPECIFY)

1.11 No. of Visits to the Bank in a month:-

2 Times 4 Times 6 Times 8 Times

For each statement, please show the extent to which you believe Service Quality

has the feature described by the statement. Placing ‘Seven’ in line means you

Strongly Agree that Service Quality has that feature, and ‘One’ means you

Strongly Disagree, You may use any of the number from seven to one.

7- Strongly Agree, 6- Highly Agree, 5- Agree, 4- Undecided, 3-

Disagree, 2-Highly Disagree, 1-Strongly Disagree.

Q. 2. How would you rate the quality of services provided by your bank ?

Questions Performance of Prime Customer Expectation

Bank (P) (E) from Bank
S.A. S.D S.A. S.D
1. Reliability 7 6 5 4 3 2 1 7 6 5 4 3 2 1

2. Responsiveness 7 6 5 4 3 2 1 7 6 5 4 3 2 1

3. Assurance 7 6 5 4 3 2 1 7 6 5 4 3 2 1

4. Empathy 7 6 5 4 3 2 1 7 6 5 4 3 2 1

5. Tangibility 7 6 5 4 3 2 1 7 6 5 4 3 2 1

Q. 3. In general, how would you rate the behavior of bank employees ?

Questions Performance of Prime Customer Expectation

Bank (P) (E) from Bank
S.A. S.D S.A. S.D
Top officers 7 6 5 4 3 2 1 7 6 5 4 3 2 1

Other Staff 7 6 5 4 3 2 1 7 6 5 4 3 2 1

Peon/Security 7 6 5 4 3 2 1 7 6 5 4 3 2 1

Q. 4 Your opinion about the bank employees on the following:

Questions Performance of Prime Customer Expectation

Bank (P) (E) from Bank
S.A. S.D S.A. S.D
1. Speed and efficiency 7 6 5 4 3 2 1 7 6 5 4 3 2 1

2.Professional 7 6 5 4 3 2 1 7 6 5 4 3 2 1
Commitment
3. Job knowledge and 7 6 5 4 3 2 1 7 6 5 4 3 2 1
skill
4. Attitude and 7 6 5 4 3 2 1 7 6 5 4 3 2 1
responsiveness
5. Punctuality and 7 6 5 4 3 2 1 7 6 5 4 3 2 1
Presence
6. Courtesy 7 6 5 4 3 2 1 7 6 5 4 3 2 1

7. Individual attention 7 6 5 4 3 2 1 7 6 5 4 3 2 1

Q.5. Empathy: The caring, individualized attention provided to the customer.

Performance of Prime Customer Expectation
Questions Bank (P) (E) from Bank
S.A. S.D S.A. S.D
5.1 The staff pay 7 6 5 4 3 2 1 7 6 5 4 3 2 1
individual attention to
customer problem.
5.2 The bank has 7 6 5 4 3 2 1 7 6 5 4 3 2 1
operating hours
convenient to all its
customers.
5.3 The Bank give you 7 6 5 4 3 2 1 7 6 5 4 3 2 1
individual attention.
5.4 The Bank 7 6 5 4 3 2 1 7 6 5 4 3 2 1
understands the specific
need of the customer.
5.5 The staff have clear 7 6 5 4 3 2 1 7 6 5 4 3 2 1
and precise answer for
my queries.
Q.6. Responsiveness: Willingness to help customers to provide prompt service:
Performance of Prime Customer Expectation
Questions Bank (P) (E) from Bank
S.A. S.D S.A. S.D
6.1 The Bank provides 7 6 5 4 3 2 1 7 6 5 4 3 2 1
Prompt service.
6.2 The Staff are 7 6 5 4 3 2 1 7 6 5 4 3 2 1
available for service.
6.3 The staff are willing 7 6 5 4 3 2 1 7 6 5 4 3 2 1
to help the customer.
6.4 The Bank staff try to 7 6 5 4 3 2 1 7 6 5 4 3 2 1
respond in an
encouraging manner
whenever a request is
made by me.
6.5 There is always 7 6 5 4 3 2 1 7 6 5 4 3 2 1
employee at the
information desk.

Q.7. Assurance:- The knowledge and courtesy of employees and their ability to
convey trust and confidence.
Performance of Prime Customer Expectation
Questions Bank (P) (E) from Bank
S.A. S.D S.A. S.D
7.1 The Bank staff are 7 6 5 4 3 2 1 7 6 5 4 3 2 1
polite and courteous.
7.2 The Bank staff 7 6 5 4 3 2 1 7 6 5 4 3 2 1
always have the
necessary information on
the required service.
7.3 The staff have right 7 6 5 4 3 2 1 7 6 5 4 3 2 1
and positive attitude
towards customers.
7.4 The staff is honest. 7 6 5 4 3 2 1 7 6 5 4 3 2 1

7.5 The staff is always 7 6 5 4 3 2 1 7 6 5 4 3 2 1

consistent in their
performance.
7.6 The staff have full 7 6 5 4 3 2 1 7 6 5 4 3 2 1
faith in the customer.
7.7 The staff are well 7 6 5 4 3 2 1 7 6 5 4 3 2 1
trained in computer
operation.
7.8 The staff maintains 7 6 5 4 3 2 1 7 6 5 4 3 2 1
confidentiality of
customer transactions.
Q.8. Tangibles: Appearance of physical facilities, equipment, personnel,
printed and visual materials.
Performance of Prime Customer Expectation
Questions Bank (P) (E) from Bank
S.A. S.D S.A. S.D
8.1 My Bank looks 7 6 5 4 3 2 1 7 6 5 4 3 2 1
attractive from outside.
8.2 The interior of the 7 6 5 4 3 2 1 7 6 5 4 3 2 1
bank is neat and
convenient.
8.3 The bank staff are 7 6 5 4 3 2 1 7 6 5 4 3 2 1
well dressed and look
professional.
8.4 All written material 7 6 5 4 3 2 1 7 6 5 4 3 2 1
in the bank is easy to
understand.
8.5 All Technology look 7 6 5 4 3 2 1 7 6 5 4 3 2 1
modern.
8.6 The quality of 7 6 5 4 3 2 1 7 6 5 4 3 2 1
stationery is quite good.

8.7 The promotional 7 6 5 4 3 2 1 7 6 5 4 3 2 1

brochure are highly
appealing.
8.8 There is sufficient 7 6 5 4 3 2 1 7 6 5 4 3 2 1
parking space outside the
bank.

Q.9. Reliability:- Ability to perform promised service dependably and

accurately.
Performance of Prime Customer Expectation
Questions Bank (P) (E) from Bank
S.A. S.D S.A. S.D
9.1 If a response is 7 6 5 4 3 2 1 7 6 5 4 3 2 1
promised in a certain
time, does it happen.
9.2 The exact 7 6 5 4 3 2 1 7 6 5 4 3 2 1
specifications of client
are followed.
9.3 The Bank records 7 6 5 4 3 2 1 7 6 5 4 3 2 1
and statement are free of
error.
9.4 The services 7 6 5 4 3 2 1 7 6 5 4 3 2 1
performed by employee
is always right.
9.5 The level of service 7 6 5 4 3 2 1 7 6 5 4 3 2 1
is same at all the times of
the day.
Q.10. Suggest, which of the following aspects, in your opinions, need
improvement.
Require Require a No Need
more little improvement is comprehensi
improve improvement required ve charges
ment
1. Promptness
2. Timeliness
3. Speed and
efficiency
4. Arrangement of
bank premises
5. Quality of forms
and papers.
6. Service Charge
7. Advertisement /
customer
awareness
program
8. Technology
9. Procedures
10. Complaint re-
dressel system
11. Variety of services
12. Distribution
system used for
 providing
services
13. Others (Specify)…

Thanks for your cooperation