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    Dear Respondents

    Uploaded by

    aashir ch
    The document is a survey questionnaire about online banking. It asks respondents for demographic information and seeks to understand customers' perceptions of and experiences with online banking services related to reliability, privacy, service quality, security, trust, and overall satisfaction. The questionnaire contains multiple choice and rating scale questions in several sections.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Dear Respondents

    Uploaded by

    aashir ch
    40 views3 pages
    The document is a survey questionnaire about online banking. It asks respondents for demographic information and seeks to understand customers' perceptions of and experiences with online banking services related to reliability, privacy, service quality, security, trust, and overall satisfaction. The questionnaire contains multiple choice and rating scale questions in several sections.

    Original Title

    1574607403951_Dear Respondents - Copy

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    The document is a survey questionnaire about online banking. It asks respondents for demographic information and seeks to understand customers' perceptions of and experiences with online banking services related to reliability, privacy, service quality, security, trust, and overall satisfaction. The questionnaire contains multiple choice and rating scale questions in several sections.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    40 views3 pages

    Dear Respondents

    Uploaded by

    aashir ch
    The document is a survey questionnaire about online banking. It asks respondents for demographic information and seeks to understand customers' perceptions of and experiences with online banking services related to reliability, privacy, service quality, security, trust, and overall satisfaction. The questionnaire contains multiple choice and rating scale questions in several sections.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 3

    SURVEY QUESTIONNAIRE

    What Is Online Banking?


    Online banking offers customers almost every service traditionally available through a local
    branch including deposits, transfers, and online bill payments. Virtually every banking
    institution has some form of online banking, available both on desktop versions and through
    mobile apps.
    SECTION---I
    Demographics Information

    1. Gender: (1) Male (2) Female

    2. Age: (1) 18-23 (2) 23-28 (3) 28-32 (4) 32 & above

    3-What is your current employment status?


    (1) Student (2) Retired (3) Homemaker (4) Self-employed
    4-Which income group does your household fall under?
    (1) Less than 20,000 (2) 20,000 – 30,000
    (3) 31,000 to 40,000 (4) Above 40,000
    5-Which bank do you use? ____________
    6- What banking services do you use which your Internet bank offers?
    (1) Check balances on-line (2) Apply for consumer loans or credit cards online
    (3) Inter-account transfers (4) On-line bill payments (5) other________________

    7-What are the reasons to use internet banking?


    (1) Save time (2) 24 hour’s availability
    (3) Banking transactions are easy (4) Transaction cost is cheap

    8-For how long are you using internet banking?


    (1) Less than 1 year (2) 1-2
    (3) 2-3 (4) More than 3 years
    SECTION---II

    Reliability
    Disagree

    Strongly
    Neutral
    Disagree
    Strongly

    Agree

    Agree

    Items

    R1. I am able to get on the site quickly. 1 2 3 4 5


    SURVEY QUESTIONNAIRE

    R2. The timeline given are accurate. 1 2 3 4 5


    R3. The website is always available for business. 1 2 3 4 5
    R4. I have confidence in the bank’s service. 1 2 3 4 5
    R5. My online transactions are always accurate. 1 2 3 4 5
    Privacy

    Disagree

    Disagree
    Strongly

    Strongly
    Neutral

    Agree

    Agree
    Items

    P1. The bank does not misuse my personal 1 2 3 4 5


    information
    P2. The web don’t provide information on the bank’s 1 2 3 4 5
    privacy policies.
    P3. You can rely on the information’s that you give 1 2 3 4 5
    not being misused?
    P4. Do you consider sites recording your activities? 1 2 3 4 5
    Service quality
    Disagree

    Disagree
    Strongly

    Strongly
    Neutral

    Agree

    Agree
    Items

    Q1. The bank responds quickly to my requests. 1 2 3 4 5


    Q2. It is easy to find what I need on the website. 1 2 3 4 5
    Q3. The bank quickly resolves problems I encounter 1 2 3 4 5
    online.
    Q4. The website is fast. 1 2 3 4 5
    Q5. Using the bank’s website does not require a lot of 1 2 3 4 5
    effort.
    Security
    Disagree

    Disagree
    Strongly

    Strongly
    Neutral

    Agree

    Agree

    Items

    S1. I receive warning messages when the 1 2 3 4 5


    communication is insecure.
    S2-The site remembers information entered in 1 2 3 4 5
    SURVEY QUESTIONNAIRE

    previous transactions.
    S3. The website verifies my identity before 1 2 3 4 5
    processing these requests.
    S4. The site does not provide evidence to prove it has 1 2 3 4 5
    sent a message to me.
    S5. The site will provide evidence to prove it has 1 2 3 4 5
    received a transaction
    Trust

    Disagree

    Disagree
    Strongly

    Strongly
    Neutral

    Agree

    Agree
    Items

    T1. I believe my transactions through the website are 1 2 3 4 5


    likely to be secure.
    T2. I believe my transactions with the bank will not 1 2 3 4 5
    be reliable
    T3. The bank will inform me if there are problems 1 2 3 4 5
    with my transactions
    T4. The bank keeps customers' best interests in mind 1 2 3 4 5
    T5. I do not trust the online banking website. 1 2 3 4 5
    Customer Satisfaction
    Disagree

    Disagree
    Strongly

    Strongly
    Neutral

    Agree

    Agree
    Items

    C1. In general, are you satisfied with the service of 1 2 3 4 5


    quality?
    C2. Are you satisfied with the quickness of the check- 1 2 3 4 5
    out procedure?
    C3. Are you satisfied with the relationship between 1 2 3 4 5
    you and your bank?
    C4. Are you satisfied with the security provided by 1 2 3 4 5
    the bank?
    C5. Are you satisfied with the privacy policy? 1 2 3 4 5
    THNAK YOU FOR YOUR TIME

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