APPENDIX HARAMBEE

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

1. Gender: Male [ ] Female [ ]

2. Age: 18-25 [ ] 26-35 [ ] 36-45 [ ] 46-55 [ ] above 56 [ ]
3. Educational background: High school and below [ ] Certificate [ ] Diploma [ ]
First degree [ ] Master degree [ ] ≥PhD degree [ ] others specify
4. Occupation: Employee [ ] Business person [ ] Retired [ ] Students [ ] others [ ]
5. For how long have you been a customer of this bank?
Less than one year [ ] 1- 5 years [ ] 6-10 years [ ] ≥11 years [ ]
Part II. Detailed information

Section A: Customer Relationship Management Dimensions

6. Kindly indicate with a tick (√) the extent to which you agree or disagree with each
statement. With 1 = strongly disagree, 2 = disagree, 3 = neutral, 4 =agree, 5 = strongly
agree.
S.N Statement 1 2 3 4 5
1 Communication
1.1 Information provided by the Oromia bank are accurate
1.2 The bank informs me about any change in service provided
1.3 The bank always p r o v i d e s i n f o r m a t i o n o n new p r o d u c t /
services
1.4 The bank provides timely and trustworthy information.
1.5 The bank uses the most convenient channels of communication.
1.6 The bank keeps a customer complaint log book.

1.7 The bank utilizes Information communication technology in transmitting

information to me.
2 Conflict handling
2.1 I am satisfied with the complaints handling procedure of the Oromia bank
2.2 My complaint is quickly resolved when I present it to this organization.
2.3 I am always satisfied with the answers I receive when I present me
complaint.
2.4 I always receive answers when I present my complaint to this
organization.
2.5 I always have an opportunity to present my complaints to the manager
and amicably resolve it.
2.6 The bank tries to avoid potential conflict.
2.7 The bank tries to solve manifest conflicts before they create problems.
2.8 Employees of the bank are very active to respond for the manifestation of
customer problem.
2.9 Employees of the bank have the habit of discussing with customer when
problem arises.
3 Trust
3.1 The bank words and promise are reliable.
3.2 The bank is consistent in providing quality service.
3.3 Employees of the bank show respect to the customer.
3.4 The bank fulfills its obligations to customers.
3.5 I have trust on the bank products/ services offered to me.
3.6 The bank is very concerned with security for my transaction.
3.7 I have trust on the way the bank handles information confidentiality.
3.8 I have trust on the bank in transaction handling.
4 Commitment
4.1 The bank makes adjustments to suit my needs.
4.2 The bank is flexible in serving my needs related to services.
4.3 The bank offers personalized services to meet my needs.
Section B: Customer
satisfaction

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

Thank you for your cooperation!!