SURVEY QUESTIONNAIRE

What Is Online Banking?

Online banking offers customers almost every service traditionally available through a local
branch including deposits, transfers, and online bill payments. Virtually every banking
institution has some form of online banking, available both on desktop versions and through
mobile apps.
SECTION---I
Demographics Information

1. Gender: (1) Male (2) Female

2. Age: (1) 18-23 (2) 23-28 (3) 28-32 (4) 32 & above

3-What is your current employment status?

(1) Student (2) Retired (3) Homemaker (4) Self-employed
4-Which income group does your household fall under?
(1) Less than 20,000 (2) 20,000 – 30,000
(3) 31,000 to 40,000 (4) Above 40,000
5-Which bank do you use? ____________
6- What banking services do you use which your Internet bank offers?
(1) Check balances on-line (2) Apply for consumer loans or credit cards online
(3) Inter-account transfers (4) On-line bill payments (5) other________________

7-What are the reasons to use internet banking?

(1) Save time (2) 24 hour’s availability
(3) Banking transactions are easy (4) Transaction cost is cheap

8-For how long are you using internet banking?

(1) Less than 1 year (2) 1-2
(3) 2-3 (4) More than 3 years
SECTION---II

Reliability
Disagree

Strongly
Neutral
Disagree
Strongly

Agree

Agree

Items

R1. I am able to get on the site quickly. 1 2 3 4 5

 SURVEY QUESTIONNAIRE

R2. The timeline given are accurate. 1 2 3 4 5

R3. The website is always available for business. 1 2 3 4 5
R4. I have confidence in the bank’s service. 1 2 3 4 5
R5. My online transactions are always accurate. 1 2 3 4 5
Privacy

Disagree

Disagree
Strongly

Strongly
Neutral

Agree

Agree
Items

P1. The bank does not misuse my personal 1 2 3 4 5

information
P2. The web don’t provide information on the bank’s 1 2 3 4 5
privacy policies.
P3. You can rely on the information’s that you give 1 2 3 4 5
not being misused?
P4. Do you consider sites recording your activities? 1 2 3 4 5
Service quality
Disagree

Disagree
Strongly

Strongly
Neutral

Agree

Agree
Items

Q1. The bank responds quickly to my requests. 1 2 3 4 5

Q2. It is easy to find what I need on the website. 1 2 3 4 5
Q3. The bank quickly resolves problems I encounter 1 2 3 4 5
online.
Q4. The website is fast. 1 2 3 4 5
Q5. Using the bank’s website does not require a lot of 1 2 3 4 5
effort.
Security
Disagree

Disagree
Strongly

Strongly
Neutral

Agree

Agree

Items

S1. I receive warning messages when the 1 2 3 4 5

communication is insecure.
S2-The site remembers information entered in 1 2 3 4 5
 SURVEY QUESTIONNAIRE

previous transactions.
S3. The website verifies my identity before 1 2 3 4 5
processing these requests.
S4. The site does not provide evidence to prove it has 1 2 3 4 5
sent a message to me.
S5. The site will provide evidence to prove it has 1 2 3 4 5
received a transaction
Trust

Disagree

Disagree
Strongly

Strongly
Neutral

Agree

Agree
Items

T1. I believe my transactions through the website are 1 2 3 4 5

likely to be secure.
T2. I believe my transactions with the bank will not 1 2 3 4 5
be reliable
T3. The bank will inform me if there are problems 1 2 3 4 5
with my transactions
T4. The bank keeps customers' best interests in mind 1 2 3 4 5
T5. I do not trust the online banking website. 1 2 3 4 5
Customer Satisfaction
Disagree

Disagree
Strongly

Strongly
Neutral

Agree

Agree
Items

C1. In general, are you satisfied with the service of 1 2 3 4 5

quality?
C2. Are you satisfied with the quickness of the check- 1 2 3 4 5
out procedure?
C3. Are you satisfied with the relationship between 1 2 3 4 5
you and your bank?
C4. Are you satisfied with the security provided by 1 2 3 4 5
the bank?
C5. Are you satisfied with the privacy policy? 1 2 3 4 5
THNAK YOU FOR YOUR TIME