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Questionnaires To Be Filled Out by Bank Customers
Questionnaires To Be Filled Out by Bank Customers
UNIVERSITY SCHOOL OF
PG STUDIES MBA
PROGRAM
Questionnaires to be filled out by bank customers
Dear my respected respondents, these questionnaires are designed to gather more necessary data
for research work to be conducted on the topic of “Effect of customer relationship
management on customers’ satisfaction: The case of Oromia bank Bosat branch Adama,
Ethiopia”. To attain this main objective, your genuine and timely response of the questionnaire
designed for the purpose will have a great effect. All information provided will be used for
academic purpose only and will be treated in strict confidentiality.
Valued respondent, you are kindly requested to respond to all statements in each section by
ticking where appropriately (√) or fill in the required information and completing the statements
guidelines provided in each question.
Finally, I am grateful for your kind cooperation and would like to extend my heartfelt
appreciation, in advance for giving me all the relevant and necessary information concerning
your respective company.
For further information and clarification please don’t hesitate to contact me at +251-910-749-432
Best regards!
Section I. Demographic Information
Kindly indicate with a tick (√) the extent to which you agree or disagree with each
statement using the rating scale of 1 = strongly disagree, 2 = disagree, 3 = neutral, 4
=agree, 5 = strongly agree.
S.N. Statement 1 2 3 4 5
1 I am satisfied with the variety of services offered by the bank
2 I am satisfied with the interest rates charged by the bank.
3 I am satisfied with the bank’s service charges.
4 I am satisfied with the service processes at Oromia bank
5 The bank network (e.g. branches, ATMs,) make it accessible in all the
entire country
6 I am satisfied with the location of the bank’s service systems (ATMs,
branches).
7 The bank offers value for the money I pay.
8 I feel satisfied with Oromia bank