QUESTIONAIRE

Part I Bio Data

1. What age group do you belong?






2. What is your gender?
Male Female
3. What is your highest level of education? Please tick against your highest
level of education?






4. Do you hold an Account with any Bank?
Yes No
5. If yes, do you posses an ATM card?
Yes No

Age group (years) Please tick against your age group
21-30
31-40
41-50
51-60
Above 61
No Formal Education
Illiterate
Primary School/ J.H.S
Secondary/S.H.S
Graduate and above
Part II Services offered by ATM
6. What are the services offered by ATM?
Withdrawal Cash/ Cheque deposit
Mini-statement of account Balances
7. How do you rate ATM in terms of its available services offered?





8. Do you experience problems using ATM?
Yes No
9. Which of the following do you perceive is the major problem associated with
using this ATM services?
Shoulder Surfing
Lebanese Loop
Stolen ATM Cards
Card Jamming
Fake Cards
Duplicated ATM Cards
Card Swapping
Diversion
ATM burglary
effective ineffective Strongly
effective
Strongly
ineffective
Cost
Security
Time
PART III Relationship between ATM services and customer satisfaction
10. What are the causes of ATM fraud?
No Statement Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
1) Location of ATM at high risk
areas contribute to fraud.

2) PIN theft, Card jamming and
shoulder surfing are common
ATM fraud.

3) ATMs outside banks more
prone to fraud.


11. What are the incidences of ATM fraud and its Security?


Research Question Yes No What is/are your reasons for the selection?
Have you ever been a
victim of ATM

Are you aware of
incidence of ATM fraud

Do you think the level of
security is sufficient

Are you aware of any
security for the use of
ATM

Is there any means
provided by the bank that
you can quickly report
ATM Fraud incident to
the bank