Competitiveness but also optimize their performance

competitiveness but also optimize their performance potential (growth and profitability
prospects). If you would like to receive a copy of this report, please indicate so by writing
your email address on the back of the questionnaire.
Kind Regards,
MBA Student

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APPENDIX II: QUESTIONNAIRE
Section A: GENERAL INFORMATION
1. Kindly indicate you gender
a. Male
b. Female
2. How long have you worked in your organization
a. 0-5 years
b. 6-10 years
c. 11-15 years
d. Over 15 years
3. Please indicate your designation
a. Credit officer
b. Bank Manager
c. Departmental manager at the bank
d. Other (Please Specify)…………………………………………………..
4. Indicate the level of education
a. Certificate
b. Diploma
c. Degree
d. Post- Graduate
e. Other (Please Specify)…………………………………………………..
5. How many employees does your organisation have?
a. 200-1000 employees
b. 1000-3000 employees
c. over 3000 employees

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SECTION B: KNOW YOUR CUSTOMER PROCEDURES
To what extent do you agree with the following with regard to know your customer
procedures. Use: 1- Strongly Disagree,2- Disagree,3- Undecided, 4- Agree and5- Strongly
Agree.
Know your customer procedures 1 2 3 4 5
a. Our bank follows stringent measures in
analysing customer profiles
b. KYC procedures has been instrumental in
protecting the bank from major frauds
c. We hardly notice violations in KYC
procedures
d. Every employee is well aware of KYC
procedures in place for our bank
e. We have frequent monitoring of how KYC
procedures are adhered to
f. We report to authorities any violation of KYC
procedures
g. We regularly update our KYC procedures to
improve on any implementation shortcomings
h. We cooperate with other banks in leaning our
KYC policies
i. We experience instances of KYC violation
from time to time
j. KYC procedure enhance due diligence in
lending operations

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SECTION C: INTEREST RATES
To what extent do you agree with the following with regard to loan Interest rates
procedures? Use: 1- Strongly Disagree,2- Disagree,3- Undecided, 4- Agree and 5-
Strongly Agree.
Loan Interest Rates 1 2 3 4 5
a. Most customers are sensitive to loan
interest rates
b. We have favourable lending rates for our
customers
c. We have a lending rate slightly below the
prevailing market rate
d. Interest rates volatility affects the
profitability of our bank
e. Our customers are strictly based in our
interest rates
f. Interest rates for different loan facilities
affects competitive advantage
g. Capping interest rates has a direct impact
on bank earnings
h. Interest rates influence the repayment rate
amongst borrowers
i. The interest rates drive the borrowing
volumes among different financial
institutions.
j. Interest rates are continuously reviewed in
line with prevailing economic conditions.