Ambo University Weliso Campus Essay

Ambo University Weliso Campus

Department of Business & Economics

Opinion Survey Questionnaire filled By Bank Employees

Dear Respondents;

This questionnaire is designed by researcher to collect data for the study entitled “Comparison of Customer relation Ship Management Practices & Its effect on Customer Customer Retention in Selected Banking Industry.” The purpose of this study is to investigate and compare the impact of implementing CRM on customer retention in Commercial Bank of Ethiopia (CBE) and Cooperative Bank of Oromia (CBO).

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The questionnaire is meant to be filled by relevant bank employees’ in different r functional areas.

Confidentiality is assured. For the research to yield valid results, it is important that you answer all the questions as honestly and truthfully as possible.

The answers must reflect your own opinion and perception with regard to your organization.

Thank you for your willingness to participate in this study. It is greatly appreciated.

Questionnaire Filled By Bank Employees

I. General Information


1. Gender: Male Female

2. Age : 21 – 30 years 31-40 41-50 51-60

3. Education: Certificate Diploma Degree Masters Degree

Others (please specify)________________

4. How long have you been Working in this Bank?

Less than 1 year 5 – 10 years above 15 years

1 – 5 years 10 – 15 years

5. Does your bank have customer relation Management department or Section?

Yes No

6. If your answer is yes in question #5 mention some of the functions and responsibility of your Customer relationship department or Customer relationship Mangers if any_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________

II Specific Questions (Tick all applicable)

1. What kinds of bank services offered by your bank?

Branch Banking ATM Internet Banking Mobile banking

Others (please specify) ____________

2. Which attribute of Customer Relationship Management your bank value the most?

Quality of Service Technology used Trust

Convenience of Location Employee behavior All of the above

3. Which factor promotes you to use the new techniques in banking?

Reduced time of transactions Ease of use

Cost effectiveness all of the above

Customer satisfaction and retention

4. Why your customers Select Your Bank?

Quality Internationally Recognized

Lower Cost Easy to approach

Quick Registration Process Flexible, 24/7 ATM Access

Others (please specify) ____________

5. What type of software your bank has adopted to Manage Customers data?


11. Numbers of your branch Customers registered in this software Yet ? Male________Female_________________Total___________

6. My Bank has always concerned to assess customer needs and respond to customer request

Strongly Disagree Somewhat Agree


Somewhat Agree Strongly Agree

7. Are you satisfied with the quality of the customer service provided by your Bank?

Extremely satisfied Dissatisfied


Satisfied extremely unsatisfied

8. Do you agree that all employees of the bank act and behave in accordance with the Code of Conduct set by the bank?

Yes No

9. If your answer is yes in question #14 the behavior of employees helps the bank to retain the existing customers not to move to other bank

Strongly Disagree Somewhat Agree


Somewhat Agree Strongly Agree

10. General Information about Customer Relation Management ————————————————————————————————————————————————————-

Signature of the employee——————————————————————————


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