Appendix IV: Bank Customers Questionnaire SECTION A: RESPONDENTS PROFILE 1. Indicate your gender Male Female 2.

2. Indicate your age Below 25 years 26-30 years 31-35 years 36-40 years 3. What is your highest level of education? Secondary education Tertiary education University graduate Post-graduate degree 4. For how long have you been a customer of this bank? Less than 2 years 2-5 years 6-10 years More than 10 years SECTION B: CUSTOMER SERVICE QUALITY

The following statements relate to your perceptions of service you provide to your clients. Please, show the extent to which these statements reflect your perception of service offered. You should rank each statement as follows: Strongly Disagree 1
Service quality 1. The bank has have technologically up-to-date equipments 2. The bank physical facilities of are visually appealing. 3. The bank Employees are well dressed and appear neat. 4. The bank provides pamphlets with clear and complete information 5. The bank documents are visually clear Reliability 6. When the bank promises to do something by a certain time, they do. 7. When a customer has a problem, the bank employees show sincere interest in solving it 8. The bank performs the service right the first time 9. The bank provides the service at the time they promise to do so. 10. The bank employees provide error free records. Interpersonal Service 11. The bank employees of tell customers exactly when services will be performed. 12. The bank employees give prompt service to customers. 13. The bank employees are always willing to help customers. 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7

Strongly Agree 3 4 5 6 7

1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7

1 2 3 4 5 6 7 1 2 3 4 5 6 7

14. The bank employees are never too busy to respond to customers' requests. Interpersonal service 15. The behaviour of the bank employees instill confidence in customers 16. Customers feel safe in their transaction with the bank employees 17. The bank employees are consistently polite and courteous with customers 18. The bank employees have the knowledge to answer customers' questions. Empathy 19. Employees of the bank give customers individual attention. 20. The banks operating hours are convenient to all their customers. 21. The bank employees give customers personal service. 22. The bank employees have the customers' best interest at heart. 23. The bank employees understand the specific needs of their customers.

1 2 3 4 5 6 7

1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7

1 2 3 4 5 6 7

1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7

SECTION C: THE BANKS PERFORMANCE The following statement relates to your feeling about the banks performance. Please respond by circling the number which best reflects your own perceptions. My feelings towards the banks performance can best be described as: Very Unsatisfactory 1 2 3 4 5 Very Satisfactory 6 7

Based on your overall experience you get from the bank, please indicate how likely you are to take the following actions. Circle the number which best reflects your likelihood of taking each action.

How likely are you to

1. Say positive things about the bank to other investors

1234567 Not at all likely Extremely likely

2 2 2 2 2

3 3 3 3 3

4 4 4 4 4

5 5 5 5 5

6 6 6 6 6

7 7 7 7 7

2. Encourage friends and relatives to do business with the bank 1 and 3. Intend to continue doing business with the bank 4. Have strong preference for the bank

1 1 1

5. Consider the bank as my primary Bank