ANNEX

Customer Expectations (Rate 1 for Highly Unimportant and 10 for Highly Important)
SN Questions
Tangibility
1.
How important is the premises of the bank? Is it visually appealing?
2.
How important is the technological up-to-date equipment of the bank?
3.
How important is the branch and ATM locations?
Reliability
4.
How important is the services provided by the bank as promised?
5.
How important is the way bank solves your problem when you share it?
6.
How important is the accuracy of time period promised by bank for service delivery
Responsiveness
7.
How important is the promptness in providing service to you?
8.
How important is the willingness of employees to help customers?
Assurance
9.
How important is the employees eagerness of instilling confidence in customers?
10. How important is employees behavior of showing consistent courteousness to you?
`Empathy
11. How important is the banks service of providing customers best interest at heart?
12. How important is the way bank listen to your problems and treats it as of theirs own?
Perception regarding the Nepal SBI Bank (Rate 1 for Highly Unsatisfied and 10 for Highly
Satisfied)
SN Questions
Tangibility
1.
How satisfied are you with the premises of the bank? Is it visually appealing?
2.
How satisfied are you with the technological up-to-date equipment of the bank?
3.
How satisfied are you with the branch and ATM locations?
Reliability
4.
How satisfied are you with the services provided by the bank as promised?
5.
How satisfied are you with the way bank solves your problem when you share it?
6.
How satisfied are you with the accuracy of time period promised by bank for service delivery
Responsiveness
7.
How satisfied are you with the promptness in providing service to you?
8.
How satisfied are you with the willingness of employees to help customers?
Assurance
9.
How satisfied are you with the employees eagerness of instilling confidence in customers?
10. How satisfied are you by employees behavior of showing consistent courteousness to you?
`Empathy
11. How satisfied are you by the banks service of providing customers best interest at heart?
12. How satisfied are you by the way bank listen to your problems and treats it as of theirs own?

Perception regarding the Global IME Bank (Rate 1 for Highly Unsatisfied and 10 for Highly
Satisfied)

SN Questions
Tangibility
1.
How satisfied are you with the premises of the bank? Is it visually appealing?
2.
How satisfied are you with the technological up-to-date equipment of the bank?
3.
How satisfied are you with the branch and ATM locations?
Reliability
4.
How satisfied are you with the services provided by the bank as promised?
5.
How satisfied are you with the way bank solves your problem when you share it?
6.
How satisfied are you with the accuracy of time period promised by bank for service delivery
Responsiveness
7.
How satisfied are you with the promptness in providing service to you?
8.
How satisfied are you with the willingness of employees to help customers?
Assurance
9.
How satisfied are you with the employees eagerness of instilling confidence in customers?
10. How satisfied are you by employees behavior of showing consistent courteousness to you?
`Empathy
11. How satisfied are you by the banks service of providing customers best interest at heart?
12. How satisfied are you by the way bank listen to your problems and treats it as of theirs own?