In order to make sure most of the respondents can read and understand the
questionnaire, it will be designed in an English version. The content of the questionnaire
will be divided into four different parts. The first part will solicit relevant personal
information, such as participants’ age, gender, educational level, job, income and
nationality. The second part will measure participants’ perceptions and expectations of
the services quality. It contains ten attributes which reflect the dimensions of institution
services. Furthermore, these attributes will be described by the statements that reflect
respondents’ perceptions of the services. This will be according to Likert scale a fivepoint
scale range from 1 (strongly disagree) to 5 (strongly agree) to be selected as their
responses. The third part will be four questions that measure customers’ satisfaction
level. The sample questions would be:
1- How satisfied are you with the service provided by your debit, checking/ saving
account?
2- How satisfied are you with the loan service provided by your financial institution?
3-How satisfied are you with the customer service of your financial institution?
4-In general, how satisfied are you with your financial institution?
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