ANNEX

INFO LINK UNIVERSITY COLLEGE

DEPARTMENT OF ACCOUNTING AND FINANCE
QUESTIONNAIRE TO BE FILLED BY CUSTOMERS OF COMMERCIAL BANK IN HAWASSA
Dear respondents:

This questionnaire is prepared to analyze the “Challenges and Prospects of Internet banking in
commercial bank of Ethiopia Hawassa branch branch”. This research is to be conducted by a student
of info link university college in partial fulfillment for BA degree in Accounting and Finance.
The information that you are going to provide will help the researcher to identify the issues in the
study and will be used for academic purpose only. Each of your responses will have high value
for this study and it will be kept strictly confidential. Therefore, you are kindly requested to give
your genuine response.

Thank you for all your participation cordially

Current Position in the Bank ………………………….…………………………

Education qualification …………………………………….……………………
Overall Experience in Banking Industry ……………………………………….

Demographic issues Responses(Please select only one for each

question below)
1 What are the total assets of your bank? [ ] Less than ETB 20 million
(Small vs. Large) [ ] Between ETB 20 and ETB 30 million
[ ] Between ETB 50 and ETB 99 million
[ ] More than ETB 100 million
2 Based on your estimate how many total numbers of customers [ ] 2001 to 5000 [ ] 5001 to 8000
you have in your branch? [ ] 8001 to 10 000 [ ] Over 10 000

Operational issues Put “ √ “mark for the correct answer inside the box
Strongl Agree Neutral Disagree Strongly
y Agree Disagree
Internet banking
3. Benefit outweigh the cost
4. Allows banks to increase customer base
5. Improves customer service
6. Lowers transaction costs
7. Offers opportunities to provide additional services
8. Accounts are less costly to maintain
9 More customer training/customer education is needed in
promoting e-banking services
1 E-banking services will enhance your competitive position in the
0 market
1 Your e-banking services increased the degree of customer
1 satisfaction
1 Your bank believes that the customer’s personal
2 information security is better now than it was before.
Strategic issues Put “ √ “mark for the correct answer inside the box

Strongl Agree Neutral Disagree Strongly

y Agree Disagree
Internet banking
1 Essential for banks’ survival
3
1 Gives the impression of a cutting edge bank
4
15 Important to compete effectively in the near future
16 Banks not offering internet banking will lose their potential
customers
17 Improve bank’s efficiency so that bank can offer better
services
18 Your bank has established e-banking into your bank’s
future strategic planning.

Technological issuesPlease Put “ √ “mark for the correct answer inside the box Yes No
 Internet banking
19 Do you believe that you have the deficiency of qualified IT professional to run the e-banking?

20 If your answer to question number 19 is yes, do you have the difficulty to recruit enough
qualified professional?
21 Do you believe that government is supporting to generate more and more qualified IT
professional?
22 Is e-banking technologically easy to maintain?
Benefit of the e- banking to the customers
23 Does your Customers are getting substantial amount of benefits?
24 Does your system Reduce the frequency of customer visits to a physical bank?
2 Does your Customers can view online monthly statement and make payment online?
5
2 Do your Customers enjoy their benefits by using the e-banking?
6
2 Does your Customers can access to accounts around the clock?
7
2 Does your Customers are secured in using e-banking?
8
 INFO LINK UNIVERSITY COLLEGE
DEPARTMENT OF ACCOUNTING AND FINANCE
QUESTIONNAIRE TO BE FILLED BY CUSTOMERS OF COMMERCIAL BANK IN HAWASSA
Dear respondents:
This questionnaire is prepared to analyze the “Challenges and Prospects of Internet banking in
commercial bank of Ethiopia Hawassa branch branch”. This research is to be conducted by a student
of info link university college in partial fulfillment for BA degree in Accounting and Finance.
The information that you are going to provide will help the researcher to identify the issues in the
study and will be used for academic purpose only. Each of your responses will have high value
for this study and it will be kept strictly confidential. Therefore, you are kindly requested to give
your genuine response.
Thank you for all your participation cordially
Put “ √ “mark for the correct answer inside the box
Demographic Characteristics
1. Sex of respondent: Male [ ] Female [ ]
2. Educational level of respondents
PHD [] MA/MSC []
First Degree and Above [] Diploma []
Vocational / Technical [] Secondary school / SSS []
Middle school / JSS [] Informal []
Category of respondents Customer
3 Type of customer
Individual [ ] SME [ ] Corporate [ ]

Put “ √ “mark for the correct answer inside the box

Strongly Agree Neutral Disagree Strongly
Agree Disagree
Internet banking
4 your bank provides a wide variety of services
.
5 your bank site is easy to use
.
6 your bank is professional in the provision of its services
.
7 your bank is consistent in the provision of its service
.
8 your bank identifies and treats me
.
Put “ √ “mark for the correct answer inside the box
Major issues Specific Indicators Yes No

9 Perceived Do you think it is easy to learn how to use Internet banking?

ease of use Do you think it is easy to get Internet banking to do what you want?
Do you think it is easy to become skilful at using Internet banking?
Overall, do you think that Internet banking is easy to use?
1 Perceived Is Internet banking makes easier to do banking activities?
0 usefulness Is Internet Banking enables one to do banking activities more
quickly?
Do you think Internet banking enables one to complete banking
activities more conveniently?
Do you think Internet banking allows one to manage banking
activities more efficiently?
Do you think Internet banking is useful in conducting banking
activities?
1 Trust Do you think Internet banking has enough safeguards to make
1 Internet comfortable using it?
banking Is assured that legal structures adequately protect from problems
system associated with using Internet banking services?
Do you feel confident that technological advances (such as
encryption) on the Internet make it safe to use Internet banking?
In general, is Internet a safe environment in which to transact
banking activities?
1 Subjective Do People who influence your behavior believe you should use
2 norm Internetbanking?
Do People who are important to you believe you should use Internet
banking?
Do People whose opinions you value believe you should use Internet
banking?
Do People who influence your decisions think you should use
Internet banking?
1 Attitude Is Using Internet banking a good idea?
3 Do you like the idea of using Internet banking?
Is Using Internet banking a pleasant idea?
Is Using Internet banking an appealing idea?
Is Using Internet banking an exciting idea?
1 Behavioral Do you intend to start/continue using Internet banking services in the
4 intention future?
Will you use Internet banking services regularly in the future?