Customer Satisfaction Questionnaire (Mba Program)

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)

1

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