Appendix A
THE QUESTIONNAIRE SURVEY where did you source this survey? Where did you source the questions? How many questions do you have per research objective?
SECTION A
Respondent’s Biodata
A1. Please state your gender (tick or cross appropriately)
Male
Female
A2. What is your age group? (tick or cross appropriately)
18 – 25 years
26 – 35 years
35 – 50 years
Above 50 years
A3. What is your occupation?
A4. For how long have you banked with your current bank? (tick or cross appropriately)
Less than 12 months
1 – 2 years
3 – 5 years
Above 5 years
HOW TO ANSWER THESE PARTS OF THE QUESTIONNAIRE
Except for question E, please indicate by crossing or circling the most appropriate number, in your view, as explained below:
1. Strongly Disagree, 2. Disagree, 3. Neither agree nor disagree 4. Agree, 5. Strongly
Agree
Against the statements which follow in section B and D
SECTION B
Section B is about respondents’ views on the factors which influence customer loyalty in retail banking business.
B1. Are you banking needs catered for by your bank?
1. 2. 3. 4. 5.
B2. To what extent would you agree with the list of factors below as being influential to customer loyalty in the retail banking?
a) Product price
1. 2. 3. 4. 5.
b) Brand image
1. 2. 3. 4. 5.
c) Product quality
1. 2. 3. 4. 5.
d) Service quality
1. 2. 3. 4. 5.
B3. Would you recommend your bank to another person?
1. 2. 3. 4. 5.
B4. Are you comfortable with the interest rate offered by your bank compared to competition?
1. 2. 3. 4. 5.
B5. Do you think multi-banking is the way to go?
1. 2. 3. 4. 5.
B6. Are you comfortable with the bank charges levied by your bank compared to competition?
1. 2. 3. 4. 5.
B7. The service quality offered by your bank, is it quality service?
1. 2. 3. 4. 5.
B8. Why are you with your current bank?
a) Personalised service
1. 2. 3. 4. 5.
b) Wide branch network
1. 2. 3. 4. 5.
c) Customer service
1. 2. 3. 4. 5.
d) Core banking system
1. 2. 3. 4. 5.
e) Electronic banking
1. 2. 3. 4. 5.
SECTION C
Please answer the following questions in the spaces provided. There is no right or wrong answer.
1. In your opinion what would make you stay with your current bank?
C1. Your comment here:
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
2. What would change will make you a satisfied customer with your bank?
C2. Your comment here:
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
3. What will make and or keep you as a loyal customer with your bank?
C3. Your comment here:
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
4. General Comment(s), if any, regarding the above study
C4. Your comment here:
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
THANK YOU FOR YOUR TIME!
