Mobile Banking Questionnaire – USERS

Instructions to the Interviewer: Interviewer to note down the details in the grid given below

Mobile banking definition for the survey: A financial transaction or information request (e.g., mini-
statement) made using your mobile phone.

Respondent Details
Respondent Number Respondent Address
Location:
City/ Town:
Local Government Area:
State:

Interview Details
Date of the Interview: Name of the Interviewer:
Start Time of the Interview: Name of the Reviewer:
End Time of the Interview:

Instructions to the Interviewer: Interviewer to introduce himself to the respondent. The questions should be read
out exactly as given in the questionnaire. The interviewer should not modify the question as per his understanding, in
case the respondent is not clear about the same. If the respondent is not clear about the question, the interviewer
should repeat the question word by word

To mark the answers, interviewer to circle the code provided in the grid, given below every question.

Say: Hi, my name is __________________, we are conducting a study for the IFC on mobile banking, can I ask you
a few questions?

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 Mobile Banking Questionnaire – USERS
Section A. Selecting interviewees
Q1. Do you own a cell phone? (Single Coding)

Circle Option Code Instructions to the Interviewer

1 Yes Go to Q2
Terminate the Interview/Move onto
2 No next interviewee

Q2 Do you use your cell phone for any financial/ banking transactions? (Single Coding Only)

Circle Option Code Instructions to the Interviewer

1 Yes Go to Q3a.
2 No Go to NON-USER questionnaire

Q3. Do you operate a bank account? (Single Coding)

Circle Option Code Instructions to the Interviewer

1 Yes Go to Q4
Confirm if the respondent is a mobile
2 No banking user

Q4 Can you please tell me, what type of a bank account do you have? (Single Coding Only)

Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q4

Circle Option Code Option Cue Card

1 Savings account
2 Current account
3 Both

Instructions to the Interviewer: Go to Section B

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 Mobile Banking Questionnaire – USERS
Section B. Usage of Mobile Banking and General Use of Money
Say: I would now like to know something about the general practices that you would follow while undertaking financial
transactions.

Q5. Who provides your mobile banking service? (Multiple Coding possible)

Circle Option Code Options

1 A bank
2 A bank and a Mobile operator
together
3 A mobile operator
4 Another company
5 Don’t know / not sure

Q6. Is your mobile banking service an addition to existing bank account or separate service?

Circle Option Code Options

1 An addition
2 Separate

Q7a. What type of Mobile Money transaction do you currently make? (Multiple Coding possible)

Q7b. How often do you make _____ (mention the option marked in Q7a) transaction? (Single Coding for
every Option in Q7a)

Option Code Option Cue Card

A Daily-once
B Daily –Several times
C Weekly-Once
D Weekly-several times
E Monthly-once
F Monthly-several times
G Occasionally (less than once a month)

Instructions to the Interviewer: Mark the answers for Q7a and Q7b in the grid given below

Q7a. Q7b.
Type of Financial Transactions Frequency
(Circle Option
(Option Cue Card) (Record Option Codes)
Code)
1 Airtime recharge
2 Fund transfer
3 Balance inquiry / Bank statement
4 Bill payment
5 International Remittance
6 Savings
7 Cash withdrawal
8 Purchasing
9 Commodity dealing / investment
10 Pension fund management
11 Any other periodical payment (daily, weekly,
fortnightly, monthly, quarterly, biannual, yearly,
seasonal)
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 Mobile Banking Questionnaire – USERS

Q8. Where do you typically (most often) withdraw money? (Single Coding Only)

Instructions to the Interviewer: : Interviewer to show the Option Cue Card for Q8

Circle Option Code Option Cue Card

1 At the bank teller
2 Automatic teller machine
3 Point of Sale
4 Agent for Mobile banking (e.g., pay outlet, retail shop)

Q9. When you withdraw money, how much do you typically withdraw? (Single Coding Only)
(Here the Currency is denoted as N. The currency as well as the amount will change depending on the market under
study, and the currency denominations being used in the market)

Instructions to the Interviewer: : Interviewer to show the Option Cue Card for Q9

Circle Option Code Option Cue Card

1 N 1,000 - N 5,000
2 N 5,000 - N 10,000
3 N 10,000 - N 20,000 d
4 N 20, 000 - N 100,000
5 More than N 100,000

Q10. At what time of day is it most convenient to withdraw money? (Single Coding Only)

Instructions to the Interviewer: Show the Option Cue Card for Q10

Circle Option Code Option Cue Card

1 Between 6am and 9am
2 During working hours (8am to 5 pm)
3 Between 6pm and 9pm
4 Between 9pm and 6am next morning
5 Can’t say/Anytime

Q11. How far is the bank branch where you do business? (Single Coding Only)

Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q9a.

Circle Option Code Option Cue Card

1 Less than one km
2 1 to 2 km
3 2 to 5 km
4 5 to 10 km
5 More than 10 km

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 Mobile Banking Questionnaire – USERS
Q12. How do you typically (most often) transfer money? (Single Coding only)

Circle Option Code Option Cue Card

1 At the bank teller
2 Automatic teller machine
3 Western Union, Money Gram
4 Mobile money
5 Online/Internet

Q13a.Do you generally send, receive, or do both send and receive? (Multiple Coding Possible)

Alternative Question: What type of fund transfer do you generally undertake?

Circle Option Code Options

1 Send
2 Receive
3 Send and Receive

Q13b. With whom do you generally undertake transfer of funds? (Multiple Coding Possible)

Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q13b
Ask only for options marked in Q13a.
Send Receive
Option Cue Card Circle Option Code Circle Option Code
Family 1 1
Friends 2 2
Employer/Employee 3 3
Government 4 4

Instructions to the Interviewer: Go to Section C

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 Mobile Banking Questionnaire – USERS
Section C. Payment Behavior
Say: I would now like to know something about how you generally undertake to make payments.

Q14. How do you typically (most often) pay your bills? (Single Coding Only)

Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q14

Circle Option Code Option Cue Card

1 Cash direct to company
2 At the bank teller
3 Automatic teller machine
4 Pay outlet by company
5 Third party pay outlet
6 Mobile banking
7 By Cheque
8 Credit card
9 Prepaid card
10 Others

Q15a. What type of bills do you pay on your mobile phone? (Multiple Coding Possible)

Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q15a

Circle Option Code Option Cue Card

1 Mobile phone bill
2 Utility (electricity, water)
3 School fees
4 Goods for home
5 Goods for work
6 Other

Q15b. What is the average payment amount _____ (mention each option marked in Q15a one by one)?
(Single Coding for each option Marked in Q15a)
(Here the Currency is denoted as N. The currency as well as the amount will change depending on the market under
study, and the currency denominations being used in the market)
Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q15b

Q15a. Q15b. Average Amount

(Circle the (Circle Code in Q15b.for each option selected in Q15a)
Options selected
in Q15a.) Option Cue Card
N 1,000 - N 5,000 – N 10,000 - N 20,000 - More than
N 5,000 N 10,000 N 20,000 N 100,000 N 100,000
X Mobile phone bill 1 2 3 4 5
Utility (electricity,
X water)
1 2 3 4 5
X School fees 1 2 3 4 5
X Goods for home 1 2 3 4 5
X Goods for work 1 2 3 4 5
X Other 1 2 3 4 5

Q15c. What is the typical frequency of payment for _____ (mention each option marked in Q15a one by
one)? (Single Coding for each option Marked in Q15a)

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 Mobile Banking Questionnaire – USERS
Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q15c

Q15a. Q15c. Frequency

(Circle the Options (Circle Code in Q15c.for each option selected in Q15a)
selected in Q15a.) Option Cue Card
Weekly Bi-weekly Monthly Quarterly Annually
X Mobile phone 1 2 3 4 5
Utility (electricity,
X water)
1 2 3 4 5
X School fees 1 2 3 4 5
X Goods for home 1 2 3 4 5
X Goods for work 1 2 3 4 5
X Other 1 2 3 4 5

Q16. For each of the following costs, what method of payment do you use? (Multiple Coding possible)

Option Code Option Cue Card

1 Mobile
2 Cash
3 Debit/ATM card
4 Credit card
5 NA

Instructions to the Interviewer: Mark the answers in the grid given below

Options Record Option Codes

(Multiple Codes if applicable)
Utilities (electricity, water)
Cable TV
Vehicle license
Retail shopping bills
Rent
Car payment
Mobile airtime
Entertainment (e.g.
restaurant, cinema)
Internet
School fees
Insurance
Church donations

Instructions to the Interviewer: Go to Section D

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 Mobile Banking Questionnaire – USERS
Section D. Marketing & Advertising
Say: I would now like to ask you something about Mobile Banking Services and your means of awareness about the
same.

Q17. Where did you hear about Mobile Money services? (Multiple Coding possible)

Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q17

Circle Option Code Option Cue Card

1 Mass media (television, radio, newspaper)
2 An Agent
3 Bank directly
4 SMS from Mobile Operator
5 Friends or Family

Q18. How would you prefer financial service providers to communicate with you about mobile banking
services? (Ask the respondent to select the top 3 choices, interviewer to enter ranking in the left
column)

Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q18

Record Ranking Option Cue Card

Person-to-person interaction 1
Telephone call 2
TV adverts 3
Radio adverts 4
Print adverts 6
Billboards / outdoor adverts 7
Community members 8
Mail 9
SMS 10
E-mail 11
Others (please specify) 12

Instructions to the Interviewer: Go to Section E

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 Mobile Banking Questionnaire – USERS
Section E. Financial Literacy
Say: I would now like to ask you something about your knowledge of financial services.

Q19. On a scale of 1 to 5 (low to high), how would you rate your knowledge of all the banking services
available through (Single Coding for each option):

Rating Scale
Your bank branch 1 2 3 4 5
Your Mobile banking 1 2 3 4 5
service

Instructions to the Interviewer: Go to Section F

Section F. User Interface

Say: I would now like to ask you something about your use of different devices while availing financial services.

Q20. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, how would you rate your ability to
use the following devices? (Single Coding for each option)

(Mention one device at Rating Scale

a time and record the
response for the same) Very Low Low Average High Very High
1 Mobile Phone 1 2 3 4 5
2 ATM machine 1 2 3 4 5
3 Internet 1 2 3 4 5
4 POS 1 2 3 4 5
5 Debit card 1 2 3 4 5
6 Prepaid card 1 2 3 4 5

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 Mobile Banking Questionnaire – USERS
Q21. On a scale of 1 to 5, 1 being Not at all True and 5 being Very True, How would you rate the
following statements about your mobile banking menu on your phone? (Single Coding for each option)

Rating Scale
(Read out one statement at
a time and record the Sometimes True
Not at Not Very
response for the same) Sometimes Not True
all True True True
True
My mobile banking menu
1 1 2 3 4 5
is very easy to navigate
My mobile banking menu
2 is very easy to 1 2 3 4 5
understand
It is easy to make a
3 1 2 3 4 5
payment
It is easy to make
4 1 2 3 4 5
transfer money
It is easy to make a
5 1 2 3 4 5
balance inquiry
My mobile banking menu
6 1 2 3 4 5
is very easy to navigate

Instructions to the Interviewer: Go to Section G

Section G. Attitudes and Perceptions

Say: I would now like to know your opinion about the cost and security of the Mobile Banking Services.

Q22. On a scale of 1 to 5, 1 being Very Cheap and 5 being Very Expensive, do you find mobile banking
service to be cheap or expensive? (Single Coding for each option)

Very Cheap Cheap Not Very Cheap and Expensive Very Expensive
Not Very Expensive
Cost 1 2 3 4 5

Q23a. Do you think Mobile banking services are cheaper than traditional banking services? (Single
Coding for each option)

Circle Option Option Cue Card Instructions to the Interviewer

Code
1 Yes
2 No Ask why not

Q23b. You said you don’t think that the Mobile Banking Services are cheaper than the traditional Banking
Services, can you please tell me why do you say so? (Record Verbatim)

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 Mobile Banking Questionnaire – USERS
Q24. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, please rate your view on mobile
banking service? (Single Coding for each option)

(Read out one statement at a Rating Scale

time and record the response for Very Very
the same) Low Average High
Low High
1 Overall Trust 1 2 3 4 5
2 Trust in banks 1 2 3 4 5
Trust in the technology of mobile
3 banking
1 2 3 4 5
Trust in third party agent (e.g.,
4 pay outlet, cash-out point)
1 2 3 4 5
5 Security from fraud 1 2 3 4 5
6 Ease of use 1 2 3 4 5

Instructions to the Interviewer: Go to Section H

Section H. Benefits of Mobile Banking (Utility)

Say: I would now like to know your views on the benefits of Mobile Banking Services.

Q23. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, how would you rate the following
benefits of Mobile Banking? (Single Coding for each option)

Rating Scale
(Read out one benefit at a time and record the
response for the same) Very Very
Low Average High
Low High
1 Cost saving (Lower rates, transaction fees) 1 2 3 4 5
2 Time saving (no need to go to bank or ATM) 1 2 3 4 5
3 24 h Access (can make transaction any time) 1 2 3 4 5
Physical security (no need to go out with
4 cash)
1 2 3 4 5
5 Others (please specify)_________ 1 2 3 4 5

Instructions to the Interviewer: Go to Section I

Section I. Future Demand & Willingness to Spend

Say: I would like to know your views on the preferred financial transactions you would want to make through mobile
phones and your preferences.

Q24. Earlier you said you use mobile banking service for____________(see Q7), why don’t you use
Mobile banking for (Multiple Coding possible):

Option Code Option Cue Card

A Too costly
B Not easy to use
C Not aware
D No need
E Do not trust

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 Mobile Banking Questionnaire – USERS
F Not available
G Other (Please specify)

Type of Transactions
(Circle Option
(Option Cue Card) (Record Option Codes)
Code)
1 Airtime recharge
2 Fund transfer
3 Balance inquiry / Bank statement
4 Bill payment
5 International Remittance
6 Savings
7 Cash withdrawal
8 Purchasing
9 Commodity dealing / investment
10 Pension fund management
11 Any other periodical payment (daily, weekly,
fortnightly, monthly, quarterly, biannual, yearly,
seasonal)

Q25. Using a scale of 1 to 5 (where 1 is very low to 5 which is high), what kind of financial services do
you want to see being offered via your cell phone? (Single Coding for each option)

(Read out one service at a time and record the response for Very Low Average High Very
the same) Low High

1 Savings 1 2 3 4 5
2 Cash withdrawal at mobile money agents
3 More bill payments 1 2 3 4 5
4 Purchasing
5 Salary deposit 1 2 3 4 5
6 Pension fund management 1 2 3 4 5
7 Commodity dealing / investment
8 Loans 1 2 3 4 5
9 Others (Please specify) __________ 1 2 3 4 5

Q26. Please rate how important the following reasons are for you to consider using mobile banking
(Single Coding for each option): 1 is Very Important to 5 which is Not Important At All

(Read out one service at a time and record the Very Important Not Very Not Not
response for the same) Important Important Important Important
At All

1 Lower transaction costs 1 2 3 4 5

2 Security from fraud 1 2 3 4 5
3 Physical security 1 2 3 4 5
4 Safe transaction with feedback on transfer 1 2 3 4 5
(e.g. sms)
5 Wide acceptance of mobile money 1 2 3 4 5
6 More locations I can cash-out my money 1 2 3 4 5
7 Other (specify) 1 2 3 4 5

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 Mobile Banking Questionnaire – USERS

Section J. Demographic Information

QA1. Please tell me your present age? (Single Coding Only)

Instructions to the Interviewer: Interviewer to circle the option depending on which range the respondent’s
age belongs to.

Circle Option Code Age

1 16 – 25 years
2 25 - 45 years
3 45 – 60 years
4 61 plus years

QA2. What is your Occupation? (Single Coding Only)

Circle Option Code Occupation

1 Government /Public Service
2 Private Business – Executive
3 Private Business – Professional
4 Private Business – Employee
5 Family business/ self-employed
6 Farmer
7 Not employed
8 Student
9 Others (please specify) _______

QA3. What is the highest education level you have completed? (Single Coding Only)

Circle Option Code Education

1 Primary
2 Secondary
3 Technical college
4 University Degree
Others (please specify) _______

QA4. What is your marital status? (Single Coding Only)

Circle Option Code Marital Status

1 Married
2 Divorced / Widowed Separated
3 Single

QA5. What is your average monthly income? (Single Coding Only)

Circle Option Code Monthly Income

1 N 10,000 or less
2 N 10,000 to N 50, 000
3 N 50,000 to N 150, 000
4 N 150,000 to N 300,000
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 Mobile Banking Questionnaire – USERS
5 N 300,000 to N 500,000
6 Greater than N 500, 000

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