QUESTIONNAIRE ON ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT
AND FIRM PERFORMANCE
Participant Number:
Bank:
Interview date:
I will begin with a few general questions about yourself.
SECTION A: GENERAL INFORMATION
SECTION B: ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT
8. What method of communication do you prefer to use in correspondence with
bank: Email services [ ] Social media [ ]
Tele banking [ ]
Online service [ ] Customer service [ ] All of the above [ ]
Others -kindly specify
9. How would you rate the banks response rate on answering general enquires on
electronic system?
Poor [ ] Average [ ] Excellent [ ]
10. Do you receive regular account update on account
status? Yes [ ] No [ ]
11. What do you value most when using electronic banking
systems? Safety [ ] Convenience [ ]
Speed[ ] Reliability [ ] All the above
[ ]
12. What is the most common customer complaint in accessing electronic banking
systems?
13. Which is the quickest mode of communication to solve customers’ problems related
to electronic banking systems?
14. Kindly tick the box that corresponds with the comment on the bank which you
believe to be correct
Strongly agree = 5, Agree = 4, Not sure = 3, Disagree = 2, Strongly disagree = 1
Comment Strongly
agree
Agree Not sure Disagree Strongly
disagree
Enjoy using electronic banking
system
Able to get complete customer
information from the bank
Satisfied with the electronic
services offered by bank
Branch staff welcoming and
knowledgeable when responding
to enquiries on electronic
banking systems
Complaints to bank handled
satisfactorily
Security taken care off when
using electronic banking systems
Would you recommend internet
banking to your friend or family
Mobile banking is efficient,
effective, convenient, fast
reliable way of transacting
business with friends and family
Point of purchase electronic
machines an effective and safe
way of making payments using
debit and credit cards
Electronic money transfer is an
efficient way of transferring
money to friend and family
locally and internationally
Electronic money wallets are
safe means for carrying cash or
transacting online
Agency banking an effective,
safe and reliable channel of
accessing electronic banking
services
Cost of doing transaction does
influence the mode of electronic
banking system used to transact
The bank offer regular training
on global changes in electronic
customer relationship
management.
Are training on electronic
customer relationship
management effective given the
service quality you receive in
terms of banking services.
E-CRM does offer competitive
advantage for bank that utilizes it
effectively to the satisfaction of
customers.
Would appreciate being
consulted on design or informed
before introduction of new
programs or online service in
electronic banking.
SECTION C: COMPETITIVE ADVANTAGE
15. Kindly tick the box that corresponds with the comment on the bank which you
believe to be correct
Strongly agree = 5, Agree = 4, Not sure = 3, Disagree = 2, Strongly disagree = 1
SECTION D: ORGANIZATIONAL PERFORMANCE
16. Kindly tick the box that corresponds with the comment on the bank which you
believe to be correct
Strongly agree = 5, Agree = 4, Not sure = 3, Disagree = 2, Strongly disagree = 1
THANK YOU FOR TAKING TIME TO ANSWER THE QUESTIONS
Appendix III: Banking Sector Market Share
Source: CBK Bank Supervision Annual Report (2017)
Appendix IV-Research Map
Source: www.tuko.co.ke
