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Appendix A

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17 views

Appendix A

Uploaded by

rezarezai596
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Questionnaire for Customers

Herat University Faculty of Economics


Department of Management: Post Graduate Program

This questionnaire is designed specifically to carryout research on the effect of e-banking services
on customer satisfaction in case of Azizi Commercial Bank of Afghanistan Herat city for partial
fulfillment of the requirement for the Master of Business Administration. I will be very happy if you
will please answer the following questions as candidly as you can. It takes only 10-15 minutes.
Please be assured that the responses you give are for academic purposes only.

I thank you in advance Reza Rezai


Tell: 0728655190

Part I
Background of the information
Please put right mark (√) in front of your choice box that express yourself
1. Gender: Male □ Female □
2. Age: 18-24 □ 25-35 □ 36-50 □ 51-60 □ above 60 □
3. Marital status: Single□ Married□ Separated□ Divorced□ Widowed□
4. Educational status: Primary □ High school □ TVET □ Bachelor degree □
Master’s Degree□ Doctorate Degree□ above Doctorate Degree □
5. Occupation: Unemployed □ Student□ Employed□ Business man/woman□ Pensioner□
Other _____
Part II
Customer Feelings about Electronic Banking
Comment on scale from 1(Strongly dis agree) to 5 (strongly agree)
No Service quality Dimensions Strongl Disagre Undecide Agre Strongl
y e d e y Agree
disagre
e

1 2 3 4 5
Reliability

E-banking completes a task


accurately

E-banking deliver the service exactly


as promise

E-banking perform the service right


at the right time

Transactions efficiency

E-banking provide complete help


function

Transaction process is fast

Customer support

E-banking contains enough services

Case of problem happen, can contact


staff immediately

E-banking contains responsible


section to guide for common
problem
E-banking provide knowledgeable
staff to solve problem

Staff can describe step to use and


condition to use clearly

Service security

E-banking provide complete


help function
E-Banking provide security for
transaction

No problem during using e-banking

E-banking is secure

Feel safe when using e-


banking
Can check validity and detail of past
transaction every time

Ease use

Easy find information in the e-


banking system

E- banking easy to use

The language in e-banking displays is


easy to understand

Information and text are clear and


easy to understand

E- banking system provides clear


instruction

performance

E-banking is provided services in


multi-language

E-banking provide 24hrs -7days


services
Staff can describe step to use and
condition to use clearly

Service content

E-banking provide information that


exactly fits needs

E-banking provides accurate


information

E-banking provides information that


trust

Customer satisfaction

you are satisfied with the e-banking


services provided by your bank

Overall service of e-banking is better


than your expectation

You are completely satisfied with E-


banking services

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