Personal data:
Section one: Personal information
Please put a mark ( ) in front of appropriate option.
1. Gender:
Male female
2. Age:
Less than 30 years 30 - 35 years
36 - 40 years More than 40 years
3. qualification:
Diploma MSc.
Bachelor PhD.
Other
3.Specilization:
Accounting Business administration
Management IT
Economics Other
6.Experience:
less than 5 years 5 - 10 years
11 to 15 years 16 20 years
More than 20 years
Part two:
strongly strongly
D.V: Customer Satisfaction
disagree disagree neutral agree agree
1. complete satisfaction of the customer requires
knowledge of the company itself and its product
and compete and its client
2. customer -satisfaction of the fundamental
objectives of the company
3. viability of the company to resolve customer
problems
4. Company derogating to all customer orders
5. Company is working to involve the customer in
the stages of production
6. Company interested customer satisfaction
internally and externally
7.I believe that the service I get from the
institution is an ideal service
8.I have a feeling that the company
employee is doing their best to satisfy
the customer
9.The institution is interested in knowing
the level of customer satisfaction with
advanced services
10.Your satisfaction with the level of
advanced services is one of the main
factors in continuing your dealings with
the institution
I.V:
continuous improvement
1. Bank's administration is seeking to reduce the
operational procedures of the bank regarding
withdrawals and deposits
2. Top management at the bank relies on new
systems and methods to improve the performance
and service
3. The bank has an information system that is
interested in studying the market and economic
changes
4. Reducing errors and financial gaps to the
minimum is a basic of the bank's work
5. The bank adopts a program to reduce the time
of service innovation cycle or current services
Quality control
1. lead your work in the form of operations
2. you have a good plan for any process
increases a profit
3. you have a good plan for any process
reduces errors and re-works
4. you have a good planning of an operation
reduce the cost of quality
5. you have a good plan for any process that
leads to customer satisfaction
Leadership
1. lead the company to have a clear vision of
quality requirements
2. leadership of the company is always
working to find the best ways to reduce the cost
3. leadership encourages staff to propose
solutions to problems and choosing the best ways to
solve them
4. leadership focuses on the work of regular
meetings with various team
5. leadership is developing a budget for the
implementation of projects
Customer focus:
1. The bank is interested in achieving complete
satisfaction for its customers through its various
distinguished services
2. The bank is interested in hearing the opinions
of its customers about the services provided to
fulfill their desires and aspirations
3. The bank uses modern and advanced
technologies when providing services to customers
to make them happy
4. The bank focuses on dealing well with its
customers, as they are the basis for the bank's
survival
5.How do you rate the companies which have Up-
to-date equipment for better service quality to its
employees and customers?
