Haramaya University
College of Computing and Informatics
Department of Statistics
Group Assignment for the Basic Statistics Course for Students in Accounting and Finance
Group Members
Section A
Group 1:Target Population: Freshman Social Science Students
Group2:Target Population: College of Computing and Informatics Students
Group3:Target Population: College of Business and Economics Students
Group4:Target Population: College of Natural and Computational Science Students
Group 5:Target Population: College of Social Science and Humanities Students
Group 6:Target Population: College of Veterinary Medicine
Group 7:Target Population: Freshman Natural Science Students
Section B
Group 1: Target Population: College of Law Students
Group2: Target Population: Haramaya Institute of Technology Students
Group3: College of Agriculture and Environmental Science Students
Group4: College of Education and Behavioral Science Students
Group 5:Countinuing and Distance Education Directorate students
Group 6:Postgraduate Program Directorate Students
Note: please collect responses from 30 students to the questions.
1
Answer the following questions based on the attached questionnaires below.
1. Collect data on customer satisfaction in the Commercial Bank of
Ethiopia.
2. Classify each variable as qualitative or quantitative; if it is
quantitative, classify it as discrete or continuous.
3. Classify the scale of measurements for each variable.
4. Classify the appropriate method of data organization for each
variable.
5. Classify the appropriate method of data presentation for each
variable.
6. Classify the appropriate method of data analysis for each variable.
7. Analyze the collected data using an appropriate method of data
analysis.
2
Haramaya University
College of Computing and Informatics
Department of Statistics
Questionnaire on Customer Satisfaction in Commercial Bank of Ethiopia
Dear Respondents,
The following questionnaire has been prepared for research purpose. The objective of this study is
to select appropriate model and identify the factors that affect customer satisfaction at
Commercial Bank of Ethiopia in Haramaya University community. Therefore, you are kindly
requested to fill this questionnaire carefully and honestly.
Thank You.
Demographic Informations
Direction: - Put “” mark in suitable box to indicate your responses.
1. Sex: Male Female
2. Age: <25 25 – 30 >30
3. Occupation: Employee Student
4. Educational Level: BSc MSc PhD
5. Marital Status: Single Married Divorced Widowed
Bank Information’s
6. Do you use Commercial Bank of Ethiopia? No Yes
7. If your answer is yes from question 6, how many years are you using this bank services? -
___________________
8. How often do you use CBE?
Daily Weekly Monthly Other
9. Do you use electronic banking service? Yes No
10. If your answer is yes from question 9, which type of electronic service delivery do you use?
ATM Mobile banking Internet banking
Other (specify) ___________
11. Which kind of account do you maintain in the CBE?
Saving account loan accounts other (specify) ___________
3
Status of Commercial Bank of Ethiopia
The following statements relate to your feelings about the Commercial Bank of Ethiopia. Please
show the extent to which you believe this bank has the feature described in the statement. Here,
you are interested in a number from 1 to 5 that shows your perceptions about the bank. You
should rank each statement as follows: -
Direction: - Please indicate your rating to the following items by putting a “”.
1. Strongly Disagree 2. Disagree 3. Neutral 4. Strongly Agree 5. Agree
Table 1: CBE Commitment Analysis
No Commitment Questions Rating Scale
1 2 3 4 5
Q.1 CBE is committed to provide banking services to customers in
according with the specification and quality required.
Q.2 CBE is committed to provide banking services on time in response
to customer and customer’s conditions.
Q.3 CBE is committed to solve any encountered problems facing
customer’s as soon as possible without any delay.
Q.4 CBE is committed to follow up the ways of providing banking
service to customers before and after.
Q.5 CBE is committed to conduct studies on customer attitude and
continuously to understand customer needed and life
circumstances.
Table 2: Responsiveness Analysis
No Responsiveness Questions Rating Scale
1 2 3 4 5
Q.1 Employees in the CBE tell you exactly when the service will be
performed.
Q.2 Employees in the CBE have willingness to help customers.
Q.3 The employees of CBE understand the specific needs of customers.
Q.4 The behavior and ethics of employees in CBE is excellent.
Q.5 Employees are promoting service in the CBE.
4
Table 3: Customer Loyalty Analysis
No Loyalty Questions Rating Scale
1 2 3 4 5
Q.1 CBE is my first chose bank to meet my bank needs.
Q.2 I have a firm desire to keep my finance transactions with the CBE.
Q.3 I defend the CBE policies positively.
Q.4 I will not think of moving to another bank whatever the
competitors’ offers are attractive.
Table 4: Customer Satisfaction Analysis
No Satisfaction Questions Rating Scale
1 2 3 4 5
Q.1 The CBE is able to predict and identify the needs of customers of
banking services required and work to satisfy.
Q.2 CBE services provided competitive advantages as a result of
bank’s long experience.
Q.3 The CBE conducts studies and continuously to develop a
comprehensive understanding of the needs and expectations of
customers and work to provide high quality services.
Q.4 The CBE provides banking service in all areas through ATMs and
other Technological means such as the internet and mobile phone.
Q.5 The CBE provides banking services and high quality specification
and competitive price.
Q.6 CBE have operating hours convenient to customers.
Q.7 CBE offer a wide range of service capabilities to meet customer
needs.
Q.8 The security and privacy of personal and financial information are
saved and protected in CBE.
Q.9 Materials associated with the service are visually appealing at the
CBE.
Q.10 CBE have excellent information technology facility.