Internal bank customer satisfaction survey ?

03 March 2019 1 8K Report

Hello everyone,

I'm trying to construct a Likert based questionnaire survey, for measuring dimensions of internal customer satisfaction for a bank department. I'm facing these issues:

Should I follow model like SERVQUAL, SERVPREF models or a MUSA method or something else? The purpose is really to choose the most appropriate.

Should I follow a Likert based questionnaire and stick to it by examing its validity, reliability, etc?

In order to prepare a Likert based statement, i collected the services that the department "sell" to other department. Should thme take into account for the contruction of the question statements? how?

Please notice that I refer to internal customer in a bank Thank you

Evangelos Zampetis

Thank you!

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