Questionnaire
Research Topic: Personalized Banking Services and Customer Satisfaction at CCA Bank
Researcher: Messome Ernestine Kevine
Institution: INUCASTYS, Cameroon
Level: Master's Level 5
Purpose:
This survey aims to assess the impact of personalized banking services—such as digital
technologies, special benefits, and communication—on customer satisfaction at CCA Bank.
Confidentiality Notice:
Your responses are anonymous and will only be used for academic research purposes.
Section A: General Information
1. 1. What is your age group?
☐ Under 18 ☐ 18–25 ☐ 26–35 ☐ 36–45 ☐ 46 and above
2. 2. What is your gender?
☐ Male ☐ Female ☐ Prefer not to say
3. 3. What is your highest level of education?
☐ No formal education ☐ Primary education ☐ Secondary education ☐ Tertiary
education (university/college) ☐ Postgraduate or higher
4. 4. How long have you been a customer of CCA Bank?
☐ Less than 1 year ☐ 1–3 years ☐ 4–6 years ☐ Over 6 years
Section B: Role of Digital Technologies in Personalization
Statement SA A N D SD
5. Personalized alerts help me manage my finances better
6. Personalized product recommendations are relevant to my
needs
7. I trust that my banking information is protected when using
personalized services
8. Personalized banking makes me feel more connected to my
bank
9. I am concerned about the security of my data when using
personalized services.
10. I am concerned about the security of my data when using
personalized services.
11. Personalized banking is too intrusive
12. Personalized banking provides me with valuable insights.
Section C: Promotion and Special Benefits and customer satisfaction
Statement SA A N D SD
13. Your bank offers special benefits and promotions to its
customers.
14. Are you satisfied with the frequency at which you receive
special benefits or promotions from your bank?
15. Are you satisfied with the channel used to inform customers
about promotions and benefits?
16. Current benefits and promotions increase customer satisfaction
within the bank.
17. Are you satisfied with the current benefits and promotions
offered by your bank?
18. Are you likely to switch to a different bank if they offered more
attractive benefits and promotions?
Section D: Personalized Communication strategies and customer satisfaction
Statement SA A N D SD
19. Are you satisfied with the way you are contacted by the bank?
20. Do you find personalized messages helpful?
21. How satisfied are you with the frequency at which you receive
personalized messages or emails from the bank?
22. How satisfied are you with the bank’s communication
channels?
23. Do you feel that the bank’s communication is tailored to your
specific needs and financial goals?
24. Do you feel that personalized communication has increased
your satisfaction with the bank?
25. Do you feel that the bank’s personalized communication is
valuable?
26. Do you feel that personalized communication increases your
trust in the bank?
27. Are you likely to recommend the bank to others because of
personalized communication strategies ?
28. Do you feel that personalised communication has increased
your loyalty to the bank?
Section E: Complaint handling and customer satisfaction
Statement SA A N D SD
Lodging a complaint
24. Do you feel that the bank understands your individual needs
and preferences?
25. It is easy to lodge a complaint at the bank
26. How satisfied were you with the method used to lodge
complaints within the bank.
27. You were provided with clear instructions on how to lodge your
complaint
Complaint handling
29. How satisfied were you immediately after receiving a response
after lodging your complaint
30. Did the bank adequately investigate the issue?
31. Were you satisfied with the resolution offered?
32. Overall, how satisfied were you with the way your complaint
was handled?
Section F: Overall Customer Satisfaction
Statement SA A N D SD
SECURITY
33. I feel safe when using this bank
34. Performance of staff is well and it is impossible that I lose my
transaction
35. The bank cares about success of customers
36. The bank is very concern with the security of my transactions
CONVINIENCE (ACCESS)
37. Services are comfortable
38. Bank menus are easily understood
39. Has a lot of branches all over the town
40. I don’t wait too much in lines (queues)
SERVICE CHARGES
41. Bank credit charges (interest to savings) are low.
42. Debit charges are very expensive
43. Loan charges are very expensive.
44. Mobile banking services are expensive
CREDIBILITY (IMAGE)
45. Bank personnel are friendly
46. Personnel serve with smiling faces
47. Security guards are very welcoming
48. Employees do not sound bored in front of customers
Thank you for your time and participation!