SERVICE QUALITY QUESTIONNAIRE The questionnaire will take no longer than 10 minutes to complete
NAME OF BANK _______________________________
Part A Q1. Please indicate indicate your degree of SATISFACTION with the overall overall services services provided provided by your Bank, by placing a check mark X in the relevant box below. Completely dissatisfied
Part B
Very Mildly dissatisfied dissatisfied
Neither dissatisfied nor satisfied
Mildly satisfied
Very satisfied
Completely satisfied
ASSESSMENT OF SERVICE QUALITY DELIVERY
This section of the questionnaire contains statements relating to the quality of service delivery of your Bank. Considering an excellent bank would be scored as “Absolutely Agree”, please indicate your degree of agreement with the following statements, on your bank’s performance on the service feature described by circling the agreed field. 1. Thee ter Th terms ms and and con condi diti tion onss of of y you ourr rig right ht to serv servic ices es are are neg negot otia iate ted. d. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree nor Agree 1 2 3 4 5 6
Absolutely Agree
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2.
The servic service, e, physic physical al facil faciliti ities es,, equi equipme pment, nt, staff staff,, and commun communica icatio tion n mate materia rials ls are accessible to you. Absolutely Strongly Slightly Neither Slightly Strongly Absolutely Disagree Disagree Disagree Disagree Agree Agree Agree nor Agree 1 2 3 4 5 6 7
3.
Info Inform rmat atio ion, n, adv advic icee and and supp suppor ortt on on pot poten enti tial al fund fundin ing g sou sourc rces es are are mad madee available to you. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree nor Agree 1 2 3 4 5 6
4. Staf Stafff prov provid idee prom prompt pt and and time timely ly serv servic icee to you. you. Absolu Absolutel tely y Strong Str ongly ly Slight Slightly ly Neithe Neitherr © Liz
Slight Slightly ly
Strong Str ongly ly
Absolutely Agree
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Absolu Absolute tely ly
Vaughan, Room MS206 ,Glasgow Caledonian Caledonian University, Cowcaddens Road, Glasgow Glasgow G4 0BA
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Disagree
Disagree
Disagree
1
2
3
Disagree nor Agree 4
5. Your complaints are constructively handled. Absolutely Strongly Slightly Neither Disagree Disagree Disagree Disagree nor Agree 1 2 3 4
Agree
Agree
Agree
5
6
7
Slightly Agree
Strongly Agree
Absolutely Agree
5
6
7
Strongly Agree
Absolutely Agree
6
7
Slightly Agree
Strongly Agree
Absolutely Agree
5
6
7
Strongly Agree
Absolutely Agree
6
7
Strongly Agree
Absolutely Agree
6
7
6. A flexible service is provided to meet your individual needs. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5 7. Staff are polite and courteous with you. Absolutely Strongly Slightly Neither Disagree Disagree Disagree Disagree nor Agree 1 2 3 4
8. Staff are willing to listen to your individual point of view. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5 9. Staff communicate in a language that you understand. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5
10. Complete and accurate information is provided to you in good time. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree nor Agree 1 2 3 4 5 6
Absolutely Agree
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11. Staff reassure you in terms of your personal anxieties, concerns and problems. Absolutely Strongly Slightly Neither Slightly Strongly Absolutely Disagree Disagree Disagree Disagree Agree Agree Agree nor Agree 1 2 3 4 5 6 7
12. Staff are sympathetic to your individual needs, while respecting your privacy Absolutely Strongly Slightly Neither Slightly Strongly Absolutely Disagree Disagree Disagree Disagree Agree Agree Agree © Liz
Vaughan, Room MS206 ,Glasgow Caledonian University, Cowcaddens Road, Glasgow G4 0BA
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1
2
3
nor Agree 4
13. Staff respect your confidences and feelings. Absolutely Strongly Slightly Neither Disagree Disagree Disagree Disagree nor Agree 1 2 3 4 You feel safe under the care of the staff. Absolutely Strongly Slightly Neither Disagree Disagree Disagree Disagree nor Agree 1 2 3 4
5
6
7
Slightly Agree
Strongly Agree
Absolutely Agree
5
6
7
Slightly Agree
Strongly Agree
Absolutely Agree
5
6
7
Strongly Agree
Absolutely Agree
6
7
14.
Accurate and secure account records are maintained. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5
15.
19.
The required level of service is delivered, with clearly stated terms and conditions. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree nor Agree 1 2 3 4 5 6
20. The required number of staff have the ability to do the job. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5
Absolutely Agree
6
7
Absolutely Agree
7
Slightly Agree
Strongly Agree
Absolutely Agree
5
6
7
23. A dependable service which does not vary over time is provided. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree © Liz
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Strongly Agree
21. The full range of services is delivered to meet your changing needs. Absolutely Strongly Slightly Neither Slightly Strongly Disagree Disagree Disagree Disagree Agree Agree nor Agree 1 2 3 4 5 6 22. Staff deliver the appropriate service as promised. Absolutely Strongly Slightly Neither Disagree Disagree Disagree Disagree nor Agree 1 2 3 4
Absolutely Agree
Absolutely Agree
Vaughan, Room MS206 ,Glasgow Caledonian University, Cowcaddens Road, Glasgow G4 0BA
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1
2
3
nor Agree 4
5
The behaviour of staff makes you feel that you can trust them and have confidence in them. Absolutely Strongly Slightly Neither Slightly Disagree Disagree Disagree Disagree Agree nor Agree 1 2 3 4 5
6
7
Strongly Agree
Absolutely Agree
6
7
24.
Part C
FINAL SECTION
Q1. Please indicate your overall evaluation of the QUALITY of the services provided by your University, by placing a check mark X in the relevant box below Extremely poor
Very poor
Fairly poor
Neither poor nor good
Fairly good
Very good
Extremely good
Q2. Please enter the number of year’s experience that you have of the services of your concerned Bank Number of years
____________
Q3. Please rate the importance of the following ten service quality dimensions, by ticking a box.
1. Access to overall services Extremely Very Fairly poor poor poor
Neither poor nor good
Fairly good
Very good
Extremely good
2. Responsiveness to your needs Extremely Very Fairly poor poor poor
Neither poor nor good
Fairly good
Very good
Extremely good
3. Communication style and information provision Extremely Very Fairly Neither poor poor poor poor nor good
Fairly good
Very good
Extremely good
4. Humaneness in dealing with you Extremely Very Fairly poor poor poor
Fairly good
Very good
Extremely good
© Liz
Neither poor nor good
Vaughan, Room MS206 ,Glasgow Caledonian University, Cowcaddens Road, Glasgow G4 0BA
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5. Security of your care Extremely Very poor poor
Neither poor nor good
Fairly good
Very good
Extremely good
6. Enabling/Empowerment of your development Extremely Very Fairly Neither poor poor poor poor nor good
Fairly good
Very good
Extremely good
7. Competence in overall service delivery Extremely Very Fairly Neither poor poor poor poor nor good
Fairly good
Very good
Extremely good
8. Reliability of overall service delivery Extremely Very Fairly poor poor poor
Neither poor nor good
Fairly good
Very good
Extremely good
9. Equity of overall service delivery Extremely Very Fairly poor poor poor
Neither poor nor good
Fairly good
Very good
Extremely good
10. Tangibles: up-to-date range of physical facilities Extremely Very Fairly Neither poor poor poor poor nor good
Fairly good
Very good
Extremely good
Q4.
Fairly poor
ADDITIONAL COMMENT ON HOW YOUR UNIVERSITY COULD IMPROVE ITS SERVICE DELIVERY? _________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
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END OF QUESTIONNAIRE, THANK YOU
© Liz
Vaughan, Room MS206 ,Glasgow Caledonian University, Cowcaddens Road, Glasgow G4 0BA
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