Appendix b
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This document contains a questionnaire for staff and management of Stanbic Bank in Sunyani, Ghana. The purpose is to gather information about customer retention strategies and their impact. It asks about the respondent's role and experience at the bank, services offered, strategies for resolving complaints and retaining customers, and how the bank interacts with and attracts customers. Respondents are asked to provide details to help the researcher understand customer satisfaction and loyalty at the bank.
![APPENDIX B
QUESTIONAIRES FOR STAFF AND MANAGEMENTOF STANBIC, BANK
SUNYANI.
This study is conducted for the purpose of soliciting information from the staff and
managements of Stanbic Bank, Sunyani in other to help the researcher to find the
impact of customer retention in the banking industry. This study is conducted
basically for academic purposes. The researcher will treat your information with
strict confidentiality. Your contribution will be appreciated for the success of this
study.
Please fill or tick (√) where appropriate with the correct answer.
PERSONAL DATA
1. Gender
Male [ ] Female [ ]
2. Position held ……………………………………………………………………
3. For how long have you worked with Stanbic bank?
1 month - 1 year [ ] 2 years - 3 years [ ] 4 years - 5 years [ ]
5 years and above [ ]
4. Have you had any promotion so far?
Yes [ ] No [ ]
SERVICES OF THE BANK
5. What are some of the services offered by the bank?
..........................................................................................................................
..........................................................................................................................
..........................................................................................................................
.............................
6. Are there any strategies for resolving customer complaints?
Yes [ ] No [ ]
7. If your answer to question 6 above is ‘YES’, could you please specify some
of the
strategies?.........................................................................................................
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8. Are the strategies helping to resolve complaints from the customers?
Very well Well Not much Not at all
[ ] [ ] [ ] [ ]
9. What are some of the offers and promotional activities that Stanbic bank
undertakes?
…………………………………………………………………………………
…………………………………………………………………………………
…………………………………………………………………………………
………………………
10. Do you understand what must be done to keep customers at all times?
Very well Well Not much Not at all
[ ] [ ] [ ] [ ]
11. Are there any strategies for retaining customers?
Yes [ ] No [ ]
Please fill in the blank spaces with the correct answer where appropriate.
12. How do you relate to your customers?
..........................................................................................................................
..........................................................................................................................
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13. What do you think can be done to help improve customer sactisfaction?
…………………………………………………………………………………
…………………………………………………………………………………
…………………………………………………………………………………
…………………………………………………………………………………
………………………………](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Appendix b
- 1. APPENDIX B QUESTIONAIRES FOR STAFF AND MANAGEMENTOF STANBIC, BANK SUNYANI. This study is conducted for the purpose of soliciting information from the staff and managements of Stanbic Bank, Sunyani in other to help the researcher to find the impact of customer retention in the banking industry. This study is conducted basically for academic purposes. The researcher will treat your information with strict confidentiality. Your contribution will be appreciated for the success of this study. Please fill or tick (√) where appropriate with the correct answer. PERSONAL DATA 1. Gender Male [ ] Female [ ] 2. Position held …………………………………………………………………… 3. For how long have you worked with Stanbic bank? 1 month - 1 year [ ] 2 years - 3 years [ ] 4 years - 5 years [ ] 5 years and above [ ] 4. Have you had any promotion so far? Yes [ ] No [ ] SERVICES OF THE BANK 5. What are some of the services offered by the bank? .......................................................................................................................... .......................................................................................................................... .......................................................................................................................... ............................. 6. Are there any strategies for resolving customer complaints? Yes [ ] No [ ] 7. If your answer to question 6 above is ‘YES’, could you please specify some of the strategies?......................................................................................................... ..........................................................................................................................
- 2. .......................................................................................................................... .......................................................................................................................... ...................................... 8. Are the strategies helping to resolve complaints from the customers? Very well Well Not much Not at all [ ] [ ] [ ] [ ] 9. What are some of the offers and promotional activities that Stanbic bank undertakes? ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ……………………… 10. Do you understand what must be done to keep customers at all times? Very well Well Not much Not at all [ ] [ ] [ ] [ ] 11. Are there any strategies for retaining customers? Yes [ ] No [ ] Please fill in the blank spaces with the correct answer where appropriate. 12. How do you relate to your customers? .......................................................................................................................... .......................................................................................................................... .......................................................................................................................... .......................................................................................................................... ........................................ 13. What do you think can be done to help improve customer sactisfaction? ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………
- 3. 14. What do you think can also be done to help retain your customers? ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………………………………………………………… ……………………………… 15. What do you think attract customers to work with Stanbic bank? ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ……………………………… 16. Why do you think customers will always continue doing business with Stanbic bank?..................................................................................................................... .............................................................................................................................. .............................................................................................................................. .............................................................................................................................. .............................................................................................................................. ...............................................