Here’s a well-structured questionnaire on the service quality of banks in the USA. It is designed to gather insights into customer satisfaction, service efficiency, and overall banking experience: This questionnaire can be used to assess customer perceptions of service quality and identify areas for improvement in the banking sector. Tailor it further based on specific research objectives or target audiences.


Questionnaire on Service Quality of Banks in the USA

Section 1: Demographic Information


What is your age group?


Under 18

18-24

25-34

35-44

45-54

55+


What is your gender?


Male

Female

Prefer not to say

Other


What is your annual income range?


Less than $30,000

$30,000 - $50,000

$50,001 - $75,000

$75,001 - $100,000

Above $100,000


Which bank do you primarily use?


Bank of America

Chase

Wells Fargo

Citibank

Other (please specify)

Section 2: Customer Experience


How satisfied are you with the overall service quality of your bank?


Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied


How would you rate the responsiveness of customer service representatives?


Excellent

Good

Average

Poor

Very Poor


How often do you experience delays or issues with banking transactions?


Never

Rarely

Sometimes

Often

Always


How easy is it to navigate your bank’s online or mobile banking platform?


Very Easy

Easy

Neutral

Difficult

Very Difficult

Section 3: Service Quality Dimensions


How would you rate the reliability of your bank’s services?


Excellent

Good

Average

Poor

Very Poor


How well does your bank address and resolve customer complaints?


Very Well

Well

Neutral

Poorly

Very Poorly


How would you rate the professionalism of bank staff?


Excellent

Good

Average

Poor

Very Poor


How satisfied are you with the range of products and services offered by your bank?


Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Section 4: Loyalty and Recommendations

How likely are you to recommend your bank to friends or family?

Very Likely

Likely

Neutral

Unlikely

Very Unlikely

Have you considered switching to another bank in the past year?

Yes

No

What improvements would you suggest to enhance your bank’s service quality?

Open-ended response

Section 5: Additional Feedback

Do you have any additional comments or feedback about your banking experience?

Open-ended response