Questionnaires_Example_1

Questionnaires_Example_1 - Questionnaire (EXAMPLE 1) Topic:...

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Unformatted text preview: Questionnaire (EXAMPLE 1) Topic: Customer satisfaction of XXXX Bank’s ATM and Counter services Briefing: We are the 2nd year student of Associate Degree in Business and we are doing project about the customer satisfaction of XXXX Bank’s ATM and counter services. We would be grateful if you could spend about 10 minutes to complete the questionnaire for us. Instruction: Please complete the whole questionnaire. All the given information will be kept confidential and used for academic purpose only. Please note that your participation is very important for our research findings. Please circle the number of your answer. Screening questions: 1. Are you the current customer of XXXX Bank? 1 Yes (Go to question 2) 2 No (stop interview, thank you) 2. 1 Have you been used the ATM/ counter service of XXXX Bank within 3 months? Yes (Go to general question) 2 No (stop interview, thank you) General questions: 1. How frequent do you use the ATM services within a week in average? 1 2 times or less 2 3 or 4 times 3 5 or 6 times 4 7 times or above 2. How frequent do you use the counter services within a month in average? 1 2 times or less 2 3 or 4 times 3 5 or 6 times 4 7 times or above 3. Please indicate the following counter services you have been used within 3 months: 1 Deposit/Withdrawal service 2 Cheque service 3 Safe deposit box 4 Gift cheque 5 Money transfer (轉帳) 6 Renminbi services 7 General enquiry 8 Renewal of passbook/cheque book 9 Passbook update (打簿) 10 Currency exchange 11 Others (Please Specify): _________ Part one: ATM services of XXXX Bank 1. Do you think there are enough ATMs? 1 Yes 2 No 2. Please indicate the convenient level of location that the ATMs are located? Very inconvenient 1 2 3 4 5 6 7 Very convenient 3. Will you use the ATM services more frequently before holiday? 1 Yes 2 No 4. Are the ATMs always out of services before holiday? (E.g. insufficient banknotes, jam card, broken down, etc) 1 Always 2 Sometimes 3 Never 5. In general, please indicate your satisfaction level of overall ATM service Very unsatisfied 1 2 3 4 5 6 7 Very satisfied Part two: Counter services of XXXX Bank 1. 2. Please indicate the convenient level of location that branches are located? Very inconvenient 1 2 3 4 5 6 7 Very convenient Are you the prestige-banking customer of XXXX Bank? 1 Yes (Go to Question 3) 2 No (Go to Question 4) 3. If yes, please indicate your satisfaction level of overall prestige-banking services Very unsatisfied 1 2 3 4 5 6 7 Very satisfied 4. Do you think that the queuing time of waiting for the counter services are too long? 1 Yes (Go to Question 5) 2 No (Go to Question6) 5. If yes, please indicate the queuing time of waiting for the counter services? 1 3 6. 7. 8. 9. Less than 10 minutes 21 to 30 minutes 2 11 to 20 minutes 4 More than 31 minutes Please indicate the politeness level of tellers: Very impolite 1 2 3 4 5 6 7 Very polite Can the tellers effectively reply your enquires? Very ineffective 1 2 3 4 5 6 7 Very effective Can the tellers effectively handle your transaction? Very ineffective 1 2 3 4 5 6 7 Very effective Do you agree it is a good idea to provide the queuing system machine (輪候電 子板和出票機), like HSBC? Strongly Disagree 1 2 3 4 Strongly Agree 5 10. In general, please indicate your satisfaction level of overall counter service Very unsatisfied 1 2 3 4 5 6 7 Very satisfied Part three: Personal Information 1. Please indicate your gender 1 Male 2 Female 2 4 26-35 46-55 3. Please indicate your occupation 1 Accounts/Banking/Finance 3 Customer Service 5 Engineering 7 Full time student 9 I.T. Professional 11 Merchandising 13 Shipping/Logistic 2 4 6 8 10 12 14 Clerical/Admin/Secretary Education Full time housewife Hospitality Legal Sales/Marketing/Public Relations Others (Please Specify): _________ 4. Please indicate your education level 1 Primary school level 3 Post-Secondary school level 5 Master degree or above 2 4 6 Secondary school level Bachelor Degree Others (Please Specify): ________ 2. Please indicate your age range 1 18-25 3 36-45 5 56 or above 5. Please indicate your monthly income range 1 ≦HK$4,999 2 3 HK$10,000-$14,999 4 5 HK$20,000-$24,999 6 7 HK$30,000-$34,999 8 9 ≧HK$40,000 HK$5,000-$9,999 HK$15,000-$19,999 HK$25,000-$29,999 HK$35,000-$39,999 That’s the end of the questionnaire, thank you! ...
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