QUESTIONNAIRE

Dear Respondent,
This questionnaire is designed to get your feedback regarding e-banking services of SBL. Your
inputs will provide the most valuable information in disseminating finding for my research
project. The findings will remain confined within academic interests and no part of this will be
disclosed. Your kind cooperation will be highly appreciated.
Please tick (√) mark your answers that you think are most appropriate.

Personal Information:
Name:

Gender: a) Male b) Female

Age (in years): a) 18-25 b) 26-33 c) 34-49 d) 50-above

Education: a) Post graduate b) Graduate c) Under graduate d) Professional

Occupation: a) Government job holder b) Businessman

c) Private job holder d) Others

Annual Income: a) Less than Tk. 1, 00,000 b) Tk. 1, 00,000 to Tk. 2, 00,000

c) Tk. 2, 00,000 to Tk. 3, 00,000 d) Tk. 3, 00,000 and above

Questions:
1. Do you agree that e-banking services are giving the ultimate satisfaction to you?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

2. Do you think that facilities of e-banking are better than those of manual banking?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

3. Do you agree that having e-banking is simplifying your banking transaction?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral
4. Do you think that e-banking ensures security of your transaction?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

5. Do you agree that e-banking is easy (user friendly) to operate?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

6. Do you agree that you can conveniently handle your account transaction without all the
hassle of being in the queue?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

7. Do you think that e-banking facilities add some extra service charge?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

8. Do you think that e-banking provides quick service?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

9. Do you agree that bank needs to enhance variety of features in e-banking services?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

10. Do you agree that you get quick response from your bank when you complain while
facing some interruptions about e-banking services?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

11. Do you agree that e-banking provides quality service that you really need to do from
home?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

12. Do you think that customer care units are dedicated to solve customer problem
regarding e-banking?
 a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree
e) Neutral

13. Do you agree that the bankers are helpful, competent and knowledgeable regarding e-
banking services?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

14. Do you think that SBL has modern equipment and technology that could satisfy your
need?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

15. Do you agree think that legal risks can arise due to the violation of laws, rules and
regulations while practicing e-banking?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

16. Do you think that security status of e-banking transaction is quite vulnerable?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

17. Does SBL provide common e-banking services (e.g. ATM services, Internet Banking) to
everyone?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

18. Do you think the website of SBL has easy access and user friendly for all types of their
customers?

a) Strongly Agree b) Agree c) Disagree d) Strongly Disagree

e) Neutral

Thank You