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  1. Surveys
  2. 2010
  3. September
  4. I
  5. ICBC Bank Customer Satisfaction and Customer Loyal
0%
Exit Survey »
 
 
1.Sex
 
Female
 
Male
 
 
 
2.Age
 
Under 21 years
 
21-35 years
 
36- 50 years
 
Over 51 years
 
 
 
3.Education
 
Under Diploma
 
Diploma
 
Bachelor - Master
 
PhD - Higher
 
Not Applicable
 
 
 
4.Occupation
 
Occupying - Retire
 
Freelance - Self Employed
 
Not occupied
 
Not Applicable
 
 
 
5. Bank Account Type
 
Personal - Checking Account
 
Personal - Saving Account
 
Business Account
 
Other
 

 
 
 
* 6.How long you have stay with ICBC Bank
 
Less than 1 year
 
1-2 years
 
2-3 years
 
3-4 years
 
4-5 years
 
More than 5 years
 
Please indicate your satisfaction with the following statements:
Very Dissatisfied Not Satisfied Somewhat not satisfied Neutral Somewhat Satisfied Satisfied Very Satisfied
* 7.1 The accuracy of banking records and transactions
* 7.2 The security of bank’s accounts and transaction
* 7.3 Ease of access to electronic transactions
* 7.4 The willingness and attention to provide the service of bank’s employee
* 7.5 The efficiency of customer service to overcome the problem
* 7.6 The appearance of ICBC branches
* 7.7 Convenience access of branch locations and ATM facilities
* 7.8 The variety of products / services suitable with my needs
* 7.9 Products and services prices
* 7.10 The pleasantness of interest rates
* 7.11 The attractiveness and valuable of promotion
* 7.12 Queue management and Time consuming for the processes
* 7.13 The effort of ICBC Bank to inform the customers about new products and services
* 7.14 The Banking hours
* 7.15 The overall satisfaction
 
8. Please indicate how much you agree with the following reasons why you choose/stay with ICBC Bank
Strongly Disagree Disagree Somewhat Disagree Undecided Somewhat Agree Agree Strongly Agree
8.1 There is the ICBC Bank located near my home/office
8.2 There are many ICBC branches and ATM facilities
8.3 My family also uses the products /services from ICBC Bank
8.4 The ICBC Bank has a good reputation and widely known
8.5 ICBC Bank financial performance is stable, reliable and trustworthy
8.6 My closed friend recommend this ICBC Bank to me
8.7 ICBC Bank could provide various products and services meet my needs
8.8 I could perceive little advantage if I change to another bank such as interest rates
8.9 To change to another bank much of effort in deciding which other bank to use
 
 
 
9. I would recommended the ICBC bank to others
 
Yes
 
No
 
Maybe
 
 
 
10. I would always use ICBC bank’s service
 
Yes
 
No
 
Maybe
 
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