Study on Servicequality Gap
A STUDY ON SERVICE QUALITY GAP ANALSIS WITH SPECIAL REFERENCE TO INDIAN OVERSEAS BANK (IOB) - RM COLONY BRANCH, DINDIGUL
QUESTIONNAIRE
I am a student at Sona College of Technology, Salem currently, and pursuing MBA. As a part of my course completion, I am doing “A Study on Service Quality Gap Analysis with special Reference to Indian Overseas Bank (IOB) - Rm Colony Branch, Dindigul”. The aim of the research is to find out and study the gap between customers’ expectation and perception of the services offered by the bank. The data collected will not be disclosed except the university examination board. Thank you for your time and patience!! (A) Personal information 1. Customer name: 2. Type of account : Savings Current Salary 3. Gender : Male Female 4. Age: Under 20 21-30 31- 40 Above 40 5. Educational qualification: Up to 12th Diploma Under graduate Postgraduate 6. Family income(monthly) Below Rs.15000 Rs. 15000 to 25000 25000- 35000 Above 35000 7. Occupation Student Employee Businessman Housewife 8. For how long have you been availing the service of the IOB? Below 1 year 1-3 year 3-5 year above 5 year 9. How often you visit IOB? Once a day once a week once a fortnight once a month
(B) The following table contain the features related to your feelings about the service quality expected and offered by IOB bank. Please write (1to5) in each feature that is closest to your view of service quality’s expectation and perception. You should rank each statement as follows Strongly agree Agree Neutral Disagree Strongly
QUESTIONNAIRE
I am a student at Sona College of Technology, Salem currently, and pursuing MBA. As a part of my course completion, I am doing “A Study on Service Quality Gap Analysis with special Reference to Indian Overseas Bank (IOB) - Rm Colony Branch, Dindigul”. The aim of the research is to find out and study the gap between customers’ expectation and perception of the services offered by the bank. The data collected will not be disclosed except the university examination board. Thank you for your time and patience!! (A) Personal information 1. Customer name: 2. Type of account : Savings Current Salary 3. Gender : Male Female 4. Age: Under 20 21-30 31- 40 Above 40 5. Educational qualification: Up to 12th Diploma Under graduate Postgraduate 6. Family income(monthly) Below Rs.15000 Rs. 15000 to 25000 25000- 35000 Above 35000 7. Occupation Student Employee Businessman Housewife 8. For how long have you been availing the service of the IOB? Below 1 year 1-3 year 3-5 year above 5 year 9. How often you visit IOB? Once a day once a week once a fortnight once a month
(B) The following table contain the features related to your feelings about the service quality expected and offered by IOB bank. Please write (1to5) in each feature that is closest to your view of service quality’s expectation and perception. You should rank each statement as follows Strongly agree Agree Neutral Disagree Strongly