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8 appendix
1. Appendix
Shahjalal Islami Bank
Appendix
Shahjalal Islami Bank Limited
Customer Satisfaction Questionnaire
We appreciate you taking the time to complete this questionnaire. Please circle the
numbers you think the most appropriate and return the form.
“Internal Practice & Performance Impact on Customer Satisfaction Level at SJBL,
Progati Sarani Branch”.
Clint:
A. Do you have to wait for a long time for account opening?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
B. Do the account opening Process of SJBL is efficient?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
C. Do The Bankers and Stuffs of SJBL were sincere about your service concern?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
D. Are you provided with sufficient information about your account regularity?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
E. Are there enough officers on duty in the bank?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
2. Appendix
Shahjalal Islami Bank
F. Does the officers are helpful, Competent and knowledgeable?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
G. Does the bank environment is peaceful and comfortable?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
H. Does the cash counter and the consumer banking department is well organized?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
I. Does the officers at customer service responded at your call promptly?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
J. Does the ATM Machines in good working condition?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
3. Appendix
Shahjalal Islami Bank
Employee:
A. Do you think the work environment is Suitable?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
B. Does The Bank give you the Recognition you deserve?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
C. Does the bank willing to solve your specific needs (Healthcare, Education.)?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
D. Do you believe that the financial services are enough for your concern?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
E. Do you find your office superiors are supportive?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
F. Does the bank exercise good corporate governance?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
4. Appendix
Shahjalal Islami Bank
G. Does the software used to serve the client ensure easier banking solutions?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
H. Does the Bank evaluate all the employees with the high level of transparency?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
I. Does the bank environment is peaceful and comfortable?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
J. Does the security is satisfactory?
1 2 3 4 5 6 7 8 9 10
Disagree Agree
