Survey Questionnaire for Market Orientation and Non Financial

Performances in Banking Sector

Section A
General Information
1. Job title: .........................
2. Division of current responsibilities:
Deposit
Loan
Pawing
Other
3. How many years of business experience do you have?
Less than 5
6<10
11<15
More than 16
4. Name of the Bank:

Section B
Employee perception about MO practices in Commercial Banks
Please tick the box which best express your opinion about following aspects of Market
Orientation
5. How far do you have knowledge about customer orientation
Very high
High
Average
Low
Very low
6. How far do you have knowledge about competitor orientation
Very high
High
Average
Low
Very low

7. How far you have knowledge about competitor orientation

Very high
High
Average
Low
Very low
Please give your opinion relating to the Customer Orientation on the following statements.
(Please tick the box which best express your perception on the given attribute)
8. The main objective of our bank/branch is primarily driven by customer satisfaction.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
9. We constantly monitor our level of commitment and orientation to serve customer's need
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
10. Our strategy for competitive advantage is based on our understanding of customers need.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
11. Our bank/branch strategies are driven by our beliefs about how we can make greater
value for our customers.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
12. We like to know the level of satisfaction of our customers.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree

13. We respond quickly and courteously to customers complaints.

Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
Please give your opinion relating to the Competitor Orientation on the following statements.
(Please tick the box which best express your perception on the given attribute)
14. Our higher level management encourages marketing people to observe and report
competitors activities.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
15. Our bank/branch frequently gathers our market data to support new operation plan.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
16. Top management regularly discusses competitors strength and strategies.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
17. We rapidly respond to our competitors actions in our industry.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
18. We are continuously seeking of target market segments in order to create competitive
advantage

Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
Please give your opinion relating to the Inter Functional Integration on the following
statements.
(Please tick the box which best express your perception on the given attribute)
19. Marketing information is distributed among all departments of our organization.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
20. Our managers understand how everyone in our business can contribute to create customer
value.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
21. All of our business functions (e.g., marketing/sales, operation, etc.) are integrated in
serving the needs of our target market
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
22. All the departments in our bank/branch are responsive to one anothers needs and
requests
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
23. All departments requirements are considered to preparing business plan.

Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
Part C
Non financial performances of Commercial Banks
Please give your opinion relating to the customer satisfaction on the following statements.
(Please tick the box which best express your perception on the given attribute)
24. We have more loyal customers than competitors
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
25. We often receive complementary phone calls/letters from our customers.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
26. We generate new customers for our branch on a regular basis.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
27. The large majority of our sales are made up of repeat customers.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
Please give your opinion relating to the employee satisfaction on the following statements.
(Please tick the box which best express your perception on the given attribute)
28. I am highly satisfy with the management of our bank

Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
29. I am highly satisfy with the marketing practices of our bank
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
30. Employees of our bank would be happy to make personal sacrifices if it is important for
the organizations well being.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
31. The relationships between this bank and its employees are strong.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree
32. In general employees are proud to work for this bank.
Strongly disagree
Somewhat disagree
Neither agree or disagree
Somewhat agree
Strongly agree

33. Our employees have high level of commitment towards our bank.
Strongly disagree
Somewhat disagree
Neither agree or disagree

Somewhat agree
Strongly agree

Section D
Demographic Data
34. Your age category
18 30
31 50
Above 50
35. Your Gender
Male
Female
36. Marital Status
Married
UnMarried
37. Your monthly income
15000-35000
35000-60000
60000
38. Education
Passed GCE (O/L)
Passed GCE (A/L)
Graduate
Post Graduate
Professional

Thank you very much for your kind co-operation.