QUESTIONNAIRE ON “IMPACT OF E-SERVICE QUALITY ON

TRUST AND CUSTOMER SATISFACTION IN INTERNET

BANKING, MALAYSIA”

Part 1
Demographic:
(Please mark ‘X’ on the appropriate box)

1. Gender: ☐Male ☐ Female

2. Age Group:
☐18-25

☐ 26-35
☐ 36-45
☐ 46-55
3. Income (RM):
☐ 1,500 – 3,000
☐ 3,001 – 5,000
☐ 5,001 –10 ,000
☐ 10,000 and above
4. Educational Level:
☐ SPM
☐ STPM/Diploma
☐ Bachelor Degree
☐ Masters/PhD Degree

5. Bank: _____________________________________________________________
 QUESTIONNAIRE ON “IMPACT OF E-SERVICE QUALITY ON
TRUST AND CUSTOMER SATISFACTION IN INTERNET
BANKING, MALAYSIA”

Part 2
Survey Questionnaire

Please rate the following statements on a scale of 1 to 5.

1= Strongly Disagree 2= Disagree 3= Neutral 4= Agree 5= Strongly Agree
(Please circle one response that best describes your response to each of the following statement).

Statement Rating Scale

Responsiveness
1) Customer service staff in bank provides clear directions to customers who seek to 1 2 3 4 5
do online banking
2) When customers encounter inefficiency in online services, bank has 1 2 3 4 5
contingency solution to serve us immediately

3)Bank’s staff well experienced and understand the customer’s needs 1 2 3 4 5

4) Bank quickly resolves problems faced by customers in online banking 1 2 3 4 5

5) Bank provides prompt responses to the customer’s request via email or other 1 2 3 4 5
means
Reliability
1 2 3 4 5
1) Bank response quickly on my request

2) The online services not only accommodate individuals, but for corporations 1 2 3 4 5
and for investors too
1 2 3 4 5
3) The quality of services offered to customers is excellent

1 2 3 4 5
4) Staffs are dependable and sincere in solving customers request or problem

1 2 3 4 5
5)Online banking service are reliable in delivering customers expectation

Security and Privacy

1.) The website verifies my identity before processing these requests. 1 2 3 4 5

2) Bank does not misuse my personal information 1 2 3 4 5

3.) It is secure and reliable when using the bank’s online services 1 2 3 4 5

4.) Banks secrecy on customer personal information is protected 1 2 3 4 5

5.) Bank always does verification before approve my transaction 1 2 3 4 5

Web Assistance

1.) When problems are encountered, there is Help function available to assist 1 2 3 4 5
solution.
2) The step by step structure is user friendly and easy to follow 1 2 3 4 5

3) The online services are available 24 hours for me to make transactions 1 2 3 4 5

anytime of the day
4) Customer able to view and update daily transaction related information 1 2 3 4 5
through web assistance
5) FAQ present on the website is convenient for customers 1 2 3 4 5
Trust
1)Bank will inform me if there are problems with my transactions 1 2 3 4 5
2)Due to the very good services offered, and putting customers ahead of them, 1 2 3 4 5
my bank holds high rank in the banking industry
3)Customers Goodwill is given priority to be able to serve better 1 2 3 4 5
4)Bank has good reputation among customers 1 2 3 4 5
5) I believe my transactions through the website are likely to be secure 1 2 3 4 5
Customer Satisfaction
1) The bank staff resolved problems on online banking to customers satisfaction 1 2 3 4 5
2) Customer will remain using the online banking service provided by the bank 1 2 3 4 5
3) The online banking service provided by my bank always exceeds my 1 2 3 4 5
expectation
4)I will recommend online banking to my friends and relatives. 1 2 3 4 5
5) Overall, I am satisfied with the service quality of online banking 1 2 3 4 5

This is the end of the Questionnaire. Thank you for your time.
Remarks: The data gathered on this survey would be used exclusively for the purpose of
academic research only.