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STUDY QUESTIONNAIRE AN ANALYSIS SHOWING HOW BUSINESS MAY USE INFORMATION TECHNOLOGY (IT) TO GAIN COMPETITIVE ADVANTAGE: THE TRUTH OF COMMERCIAL FINANCIAL INSTITUTIONS IN MVUMA, ZIMBABWE. SECTION A: RESPONDENT AND BANK INFORMATION a) Respondent’s Profile Location in the enterprise Please tick where relevant |Clerical | | |Supervisory | | |Managerial | | |Executive | | Length of Services with the Company

Please tick where applicable |1 ” 5 years | | |6 ” 10 years | | |11 ” of sixteen years | | |16 ” 20 years | | |More than 20 years | | |Highest Qualification | |Please tick where appropriate | |Certificate | | |Diploma | | Degree | | |Postgraduate | | |PhD | | How long are you exposed to use of computers? Please tick exactly where applicable |1 ” your five Years | | |6 ” 10 Years | | |11 ” 15 Years | | |16 ” 20 Years | | |More than twenty years | | ) Lender Profile Traditional bank Name________________________________________ Quantity of Branches_____________________________________ |Number of Workers | | |Please tick where applicable | | |1 ” 100 | | |101 ” 200 | | |201 ” 300 | | |301 ” 500 | | |More than 400 | |

Customers Base (i) Corporate Clientele Please tick where applicable |1 , 500 | | |501 ” 1 000 | | |1 001 ” 1 500 | | |1 501 ” 2 200 | | |More than 2 000 | | (ii)Individual Clients Please tick where applicable one particular ” 10 000 | | |10 001 ” 20 1000 | | |20 001 ” 35 000 | | |30 001 ” 40 500 | | |More than 40 1000 | | SECTION N: LEVEL OF SOFTWARE IN THE BANK (a)IT Systems i) Core Banking System |Type of Core Banking System | |Please tick where applicable | | |Globus | | |Equation | | |Bank Master | | |Equinox | | |Flexicube | | |Other (Specify) | | |__________________________________________ | | Season Core Banking System was Introduced , , , , , , , (ii) Organization Resource Organizing System You should tick themes used | | |Finance | | |Human methods | | |Inventory managing | | |Customer relationship management | | |Business intelligence | | |Other (specify) | | |__________________________________________ | | (b)Delivery Stations i) Teller Transactions |Transactions per month | | |Please tick in which applicable | | |0 ” 40 000 | | |50 001 ” 100 1000 | | |100 001 ” a hundred and fifty 000 | | |150 001 ” 200 500 | | |More than 200 000 | | ii) Electric Transactions a) Use of Credit or Free e cards |YES |NO | |ATMs (Please tick where applicable) | | | |Transactions per month | | |Please tick where applicable | | |0 ” a few 000 | | |5 001 ” 10 500 | | |10 001 ” 12-15 000 | | |15 001 ” 20 500 | | |More than 20 000 | | |YES |NO | |Internet banking (Please tick exactly where applicable) | | | |Transactions monthly | | |Please tick where relevant | | |0 ” 5 1000 | | |5 001 ” twelve 000 | | |10 001 ” 15 1000 | | |15 001 ” twenty 000 | | |More than twenty 000 | | |YES |NO | |Point of Sale (Please tick in which applicable) | | | |Transactions monthly | | |Please tick where suitable | | |0 ” 5 1000 | | |5 001 ” 12 000 | | |10 001 ” 15 1000 | | |15 001 ” 20 000 | | |More than 20 000 | | b) Electronic Cash Transfer |YES |NO | |Internal Transactions | | | |Please tick exactly where applicable | | | |Transactions per month | | |Please tick where applicable | | |0 ” 10 000 | | |10 001 ” 20 000 | | |20 001 ” 30 500 | | |30 001 ” 45 000 | | |More than forty five 000 | | |YES |NO | |Real Time Gross Arrangement System (RTGS) (Please tick| | | |where applicable) | | | |Transactions per month | | |Please tick wherever applicable | | |0 ” 5 000 | | |5 001 ” 10 500 | | |10 001 ” 12-15 000 | | |15 001 ” 20 500 | | |More than 20 000 | | |YES |NO | |Society for Throughout the world Interbank | | | |Funds Transfer (SWIFT) | | | |(Please tick where applicable) | | | |Transactions per month | | |Please tick in which applicable | | |0 ” a few 000 | | |5 001 ” 10 500 | | |10 001 ” 15 000 | | |15 001 ” 20 1000 | | |More than 20 500 | | SECTION C: BENEFITS AND CHALLENGES a) BENEFITS You should tick where applicable. | |5 |4 |3 |2 |1 | | | |Strongly Agree |Agree |Indifferent |Disagree |Strongly | | | | | | | |Disagree | |1 |Profitability | | | | | | |2 |Increase in market share | | | | | | |3 |Increase in revenue | | | | | | |4 |Reduction in labour costs | | | | | | |5 |Reduction in deal costs | | | | | | |6 |Improved risk management | | | | | | |7 |Speed in service delivery | | | | | | |8 | Increase in Customer satisfaction | | | | | | b) ISSUES Please tick where relevant.

| |5 |4 |3 |2 |1 | | | |Very High |High |Moderate |Low |Very Low | |1 |Operating costs | | | | | | |2 |Transaction turnaround time | | | | | | |3 |Risks | | | | | | SECTION D: COMPETITIVE ADVANTAGE BROUGHT ABOUT BY We. T. IN BANKING Please tick exactly where applicable. | |5 |4 |3 |2 |1 | | |IT helps in: |Strongly Agree |Agree |Indifferent |Disagree |Strongly | | | | | | | |Disagree | |1 |Lowering costs | | | | | | |2 |Product differentiation | | | | | | |3 |Innovation | | | | | | |4 |Promoting growth (e. g. evenue) | | | | | | |5 |Developing business lovers | | | | | | |6 |Locking in clients and suppliers | | | | | | |7 |Creating switching costs | | | | | | |8 |Raising barriers to entry | | | | | | 9 |Customer Relationship Management | | | | | | |10 |Re-engineering organization processes | | | | | | |11 |Quality control | | | | | | Thank you very much to take your time to complete this questionnaire. The knowledge you have offered will be treated in stringent confidentiality. NB: Company information will not be within the report. Fictitious names to be used.

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