Appendices

ST. MARY UNIVERSITY

SCHOOL OF POSTGRADUATE STUDIES
MASTERS OF BUSINESS ADMINISTRATION PROGRAM

Survey Questionnaire
Dear Respondents,

I am a post graduate student of Business Administration at Admas University, School of Post

Graduate and conducting a research on “THE IMPACT OF INTERNAL LOGISTICS
INTEGRATION ON ETHIO TELECOM BUSINESS PERFORMANCE”. The research
contributes towards the fulfillment of the Master’s Degree in business Administration (MBA).

The validity of your response has great contribution for the success of my thesis. Thus, I would
like to ask with due respect to give me the right response. All responses that you provide are
strictly confidential and will be used only for academic purpose.

Instruction

 In filling the questionnaire you are not expected to write your name,
 put √ or × marks in the box provided
 Write your brief answers in the space provided.

Thanks for your cooperation.

Sincerely,

Palm Getachew
SECTION A: DEMOGRAPHIC CHARACTERISTICS

i. Gender: Male Female

ii. Age Group: 20 –27 28-35

36 –45 46-55
56 and above

iii. Service Experience: 0 –5 6 – 10

11-15 16 and above
iv. Qualification: Certificate Diploma First degree
Masters PHD

SECTION B: Customer’s Opinion towards challenges of Adopting E-banking

Please indicate your level of agreement based on the following rating scale:
Where: 1 = Strongly Disagree 2 = Disagree 3 = Neutral 4 = Agree 5 = Strongly Agree

1. Technological
Rating Scale
No.
1 2 3 4 5
Items

1 Absence of Audit trial

2 Facilitation of financial crimes like money laundering and others

3 Uses inability to trust E-banking system delivered by the bank

4 Lack of confidence with the security aspects

;
5 Customer’s fear of risk in using E-banking technology

2. Environmental
Rating Scale
No.
1 2 3 4 5
 Items

1 Absence of adequate government support affect customers’

willingness
2 Absence of legal E-banking framework

3 Lack of adequate infrastructures to deploy E-banking

4 Customer’s computer illiteracy

5 Lack of adequate coordination, interaction and cooperation between

banks and other decision making centers in E-banking context

6 Rigid foreign currency regulation

7 High Cost of Internet

3. Organizational
Rating Scale
No.
1 2 3 4 5

Items

1 Lack of customer awareness with E-banking product;

2 Lack of technical and managerial skills in implementation and

development of E-banking technology ;

3 High cost of implementation of E-banking. (such as cost of ICT

equipment and network, software and reorganization;

4 Customer’s computer illiteracy

Please kindly state any other challenge that the Bank faced in the adoption E-banking
_________________________________________________________________________
_________________________________________________________________________

SECTION B: Customer’s Opinion towards opportunities of Adopting E-banking

1. Increase in Global Competition

Rating Scale
No.
1 2 3 4 5

Items

1 The existence of high demand in undertaking businesses globally

2 Integration with international banks

3 E-banking facilitates international banking

4 Acquiring international experience for potential better banking

services

5 E-banking technologies make the bank competitive both globally and

domestically

6 Increases the productivity of the bank

2. Development of IT
Rating Scale
No.
1 2 3 4 5

Items
 1 Commitment of the government to facilitate the expansion of ICT
infrastructure

2 E-banking technology are continuing to influence the future of

financial services

3 E-banking introduces new and innovative technologies

4 Late adopter opportunities

1. Increasing Customer Awareness

Rating Scale
No.
1 2 3 4 5

Items

1 Improvement in the E- banking habit of the society

2 Creating of literate potential customer

3 E-banking enables customers to use bank services conveniently