A SURVEY OF CUSTOMERS CRITERIA FOR SELECTING A BANK IN PAKISTANI BANKING INDUSTRY QUESTIONNAIRE This questionnaire contains three sections.

Please respond to all of the statements. Listed below are a series of statements that relate to your overall banking experience.
Please tick () in the box for the appropriate answer.

(SECTION 1) 1. Gender o Male o Female

2. Age (in years) ____________________________

3. Education (years of schooling, in years) 4. Occupation o Professional o Self-employed o Student o Civil Servant o Laborer o Farmer o Unemployed o Retired o Sale/Service o Others (indicate) 5. Marital status o Married o Unmarried 6. Affiliation with the bank (in years) 2years

_____________________

7. Type of affiliation. o Current account o Savings account o Others services like loans, credit card e.t.c.

(SECTION 2) 8: In relation to the bank you select for your use, please indicate on a five-point scale the extent to which you find the following statements important and you agree or do not agree with that statement. 1 5 Strongly Disagree Disagree Neither Agree nor Disagree Agree Strongly Agree 3 4 5 2 3 4

Service quality While selecting a bank, 1. You consider that banks employees behave as Professionals. 2. You consider error free banks services. 3. You consider the provision of up-to-date services. 4. You consider that bank offers wide range of products. Service efficiency While selecting a bank, 5. You consider ease and convenience in getting The banks services. 6. You consider that you will wait less for your turn in a bank. 7. You consider the fast speed of the banks transactions. Bank Reputation While selecting a bank, You consider the bank has a good status in the Market. You consider the bank has a good repute in the market. Recommendations While selecting a bank, 8. You give importance to your familys recommendations. 9. You give importance to your friends recommendations. Technological Innovation While selecting a bank, 12. You consider that bank provides ATM machine

facilities at different locations. 13. You consider that bank provides online banking facilities. Advertisement While selecting a bank, 14. You consider that bank is mostly live in electronic and print media. 15. You consider that banks promotional activities appear in advertisement media. Attractiveness While selecting a bank, 16. You consider the physical facilities and dcor of the bank. 17. You consider that the banks branches and offices are more attractive than the other banks. Financial benefit While selecting a bank, 18. You consider that bank charges low interest rates on loans. 19. You consider that bank offers high interest rates on savings. Proximity While selecting a bank, 20. You consider that bank is located near to your office or home. 21. You consider that the bank has a vast network of branches at convenient locations. 22. You consider the availability of adequate parking facilities near to the bank. Security While selecting a bank, 23. You consider that bank provides good security of transactions. 24. You consider that bank provides good security of funds. 25. You consider that you will be secured when you are at bank. Other services While selecting a bank, 26. You prefer that bank which provides the services based on Islamic principles. 27.You prefer that bank which gives more importance to

the countrys cultural values. 28. You prefer that bank which provides facilities for clearance of utility bills and handling of salary accounts. Criteria for selecting bank 1:You consider Service quality while you select the bank. 2: You consider Service efficiency while you select the bank. 3: You consider Bank Reputation while you select the bank. 4: You consider Family-members/friends recommendations while you select the bank. 5: You consider Technological innovations while you select the bank. 6: You consider Banks advertisement and publicity While you select the bank. 7: You consider Financial benefits while you select the bank. 8: You consider Distance and proximity of bank from your place/office while you select the bank. 9: You consider Physical Attractiveness of the bank while you select the bank. 10:You consider Safety and security of yourself and your funds while you select the bank. 11: You consider other services provided by the bank while you select the bank

(SECTION 3) 9: Please rank from 1 to 5 (with 1 being most influential in your choice) in order of priority for choosing your current bank: -------1---------- Service quality. -------2---------- Service efficiency. -------3---------- Bank Reputation. -------5---------- Recommendation of others. -------5---------- Technological Innovations. -------2---------- Branch locations/ Proximity. -------5---------- Advertisement. -------5---------- Attractiveness. -------3---------- Financial benefits. -------1---------- Security. -------5---------- Other services.

Your participation in this survey is greatly appreciated. Thank you for your time and if you have further comments about customers selection criteria please feel free to comment in the space provided. We assure you that identity will remain Strictly confidential.

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