APPENDIX A
WERABE UNIVERSITY
COLLEGE OF BUSINESS AND ECONOMICS
DEPARTMENT OF MANAGEMENT
Dear Respondents,
This questionnaire is designed to gather pertinent information on “Factors Affecting
Customer satisfaction in full-fledged interest free Banking in the Case of Zamzam and Hijra
Banks in Werabe, Ethiopia" as a partial fulfillment of the requirements for the Master’s
degree in Business administration (MBA). The purpose of this questionnaire is to gather
relevant data for the proposed study, and hence you are kindly requested to assist the
successful completion of the study by providing the necessary information. Your voluntary
participation is very important and the information you share will stay confidential and only
used for the aforementioned academic purpose only, thus not affects you in any way rather it
may possibly help you. So, your genuine, frank and timely response is vital for the success of
the study. I want to thank you in advance for your kind cooperation and dedication of your
precious time to fill this questionnaire.
Instructions:-
Not need of writing your name.
Indicate your answer with a thick mark (X) on the appropriate cell
With great excuse, possibly return back timely.
For any challenges, explanation and suggestion please do not hesitate contact the
researcher through the following addresses:
Phone: +251 92 611 6706
Thank You Again!
Part I: Demographic and General Information
Please read each statements carefully and tick in the box (√) corresponding to the response
that most accurately represents your view.
1. Gender Male Female
2. Age: <30 31-40 41-50 Above 51
3. Educational status: less than secondary certificate Diploma
Degree and above
4. Which bank are you a customer of?
Zamzam bank (Haji Aliye branch) Hijra bank (Werabe branch)
Zamzam bank (Duna branch)
Items Likert’s Scales
1 2 3 4 5
Factors of customer satisfaction
Accessibility
A1 The physical branches of interest-free banks in
conveniently located.
A2 I find it easy to access the services of the bank.
A3 The online banking platforms of the bank are easily
accessible.
A4 The customer service channels of bank are readily
available and responsive.
Convenience
C1 Self-service options (such as mobile check deposit)
provided by the bank are convenient to use.
C2 The bank offers a variety of convenient banking channels
to suit different needs.
C3 1. The operating hours of the bank suit my schedule.
C4 1. I find it easy to navigate through the bank’s website or
app.
C5 1. I can easily access information about the bank’s products
and services.
Reliability
R1 The bank processes transactions accurately.
R2 The bank safeguards my financial information properly.
R3 I trust the bank to handle my banking needs reliably.
R4 The bank maintains consistent service quality over time.
R5 The banking services are available consistently when
needed.
R6 The bank maintains a secure online platform for
transactions.
Customer Relationship Management
CRM1 The staffs at the bank are courteous and helpful.
CRM2 The bank communicates with me in a relevant manner.
CRM3 The bank resolves any complaints I have in a timely
manner.
CRM4 I feel valued as a customer by the bank.
CRM5 The bank offers tailored financial solutions based on my
needs.
CRM6 The bank actively seeks feedback from customers to
improve its services.
CRM7 I receive personalized assistance from the bank's
representatives
Customer Satisfaction
CS1 I am satisfied with the overall quality of services provided
by the bank.
CS2 I would recommend the bank to others based on my
satisfaction with its services.
CS3 The bank exceeds my expectations in terms of customer
service.
CS5 I feel that my banking needs are effectively met by the
bank.
CS6 I am likely to continue banking with the bank in the
future based on my current level of satisfaction.
Thank you!