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Questionnaire on E-Banking
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A STUDY ON CONSUMERS’ ATTITUDE TOWARDS ON-LINE BANKING

Section: A: Demographic Variables of Respondent

Q1. Gender 
a) Male b) Female

Q1.2. Age
i) Below 20 ii) 21-30 iii) 31-40 iv) 41-50 v) More than 50

Q1.3. Marital Status

i) Married ii) Unmarried

Q1.4. Education Level

i) Illiterate ii) Diploma iii) U.G iv) P.G v) Any other  

Q1.5. Employment Status

i) Student ii) Self Employed / Business iii) Professional iv) Service v) Others

Q1.6. Monthly Income

i) Below 10000 ii) 10000- 25000 iii) 25001-40000 iv) 40001-55000 v) More than 55000

Q1.7. Type of Bank 

i) Public sector ii) Private sector iii) Foreign bank 

Q1.8 Type of account

i) Saving ii) Current iii) Any other specify

Q1.9 E. Banking Patronage

i) 0-2 years ii) 3-5 years iii) 6-8 years iv) more than 9 years

Section B: Statements related with Internet Banking on five point scale, where Strongly
Agree = 5, Agree = 4, Neutral=3, Disagree=2, Strongly Disagree=1

Sr Factors SA A N D SD
No
1  Banking Needs
Internet banking is compatible with my banking needs
Internet banking is easy to use
Internet banking is compatible with my life style
Using Internet banking is a sign of modernity
My friend is using Internet banking
2 Core Services
You are satisfied with the skills and competencies of the
employees
The bank has convenient timings
The behaviour of the employees instill confidence in you
Each branch has a sufficient number of employees
The bank has clear objectives to satisfy customers
The brand image of bank is appealing to you
Mission and vision statements of the banks rightly defines its
commitment towards customers

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Sr Factors SA A N D SD
No
3 Convenience
My bank has convenient timings
The location of ATMs are convenient to you
The number of branches of bank are enough
The location of branches of bank are convenient to you
The bank provides ATMs at several prominent locations
4  Risk Privacy
I am concerned about the security of internet banking services
I don’t trust internet banking services
I am concerned about the privacy of internet banking services
I prefer personal and face to face banking
5 Continue with the Bank 
The product and services offered by the bank are satisfactory
You wish to continue with the bank as you are satisfied with it
The general ambience and comfort level of the bank is
satisfactory
Parking space available is sufficient
6  Solution to Problem
It takes long time to resolve your problems
Usually one has to stand in long queue in the bank for any
transaction
As a customer, when you have a problem, you get proper 
response from the concerned employee
7 Cost Saved 
Internet banking is a cheaper way to conduct banking
My bank offers additional benefits for internet banking users
My bank does not offer incentives to use the internet banking
services
My bank encourages me to use internet banking
8  Interest Policy
The interest rate offered by the bank on various deposits is
competitive enough
The rate of interest charged on the loans are satisfactory
9  Bank Charges
The bank has number of categories to charge its customers or 
to impose penalties
The charges that the bank collects from you are reasonable
when compared to other banks
10 Feature Availability
Internet banking makes conducting banking transaction easier 
My bank does not offer training to use Internet banking
services
I do not know how to use Internet banking services
My bank does not offer Internet banking services
Internet banking does not resonate with me
 

 Name
Place

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