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A questionnaire on customer satisfaction

of small business in Bangladesh


This is an academic survey to determine the customer satisfaction of small business. The data will be kept anonymous.

Respondent Profession Age Gender


a) Student a) 20-30 a) Male
b) Service holder b) 30-40 b) Female
c) Retired c) 40-50 Marital Status
d) Others d) 50-60 a) Single
e) 60 and b) Married
Above

No. Questions for the consumers Yes No

1. Do you have any complaints regarding the product or service of the small 1 2
business provides?
2. Are you satisfied with the service you receive from the respective small 1 2
business?
3. Are the service / product satisfactory enough to make you and take the 1 2
individual’s service/product again?
4. Is the cost or price of the service / product more compared to other similar 1 2
services / products you received or consumed?
5. Do you think that quality/quantity of the service/product the small business 1 2
needs to be improved?
6. Is the service provider of the small business reliable in terms of service 1 2
dependability, consistency and accuracy?
7. Is the small business responsive enough to help customers and provide 1 2
prompt service?
8. Are the physical facilities appearance of personnel, tools, and equipment 1 2
used to provide service?
9. Is there any individualized attention to customers (empathy)? 1 2
10. Did you face any fraud or unusual unfriendly behavior/attitude from the 1 2
service provider or other employees?
11. Do you think our questionnaire regarding the small business has any benefit 1 2
to improve customer service quality?
12. Do you get any discount while purchasing a product? 1 2
13. Is the quality of the servicing products good? 1 2
14. Does the company care for the customer’s complains and suggestions? 1 2
15. Does the shopkeeper response in time? 1 2
16. Is the environment healthy there? 1 2
17. Does the perception of service quality match what you expected? 1 2
18. Are the staff’s well-trained? 1 2
19. Do they have availability of complimentary items? 1 2
20. Is the location of the small business set up favorable to your requirements? 1 2

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