Questionnaire
Dear Respondent,
I am a student of BGC Trust University Bangladesh. The questionnaire is intended to help the
researcher get information on the Problems & Prospects of Online Banking. The purpose of
the study is purely academic and information given will be treated with the highest degree of
confidence. You have been selected as a key respondent for this study. Kindly, complete the
questionnaire to enable the researcher complete the study. Please tick the answer which
represents your opinion on the subject.
I appreciate your participation in this effort.
Thank you
Personal Information
Gender Male Female
Age …………..……………………
Education Illiterate S.S.C H.S.C Honors Masters
Profession Student Employees Businessman Other
Are you using Online Banking?
a) Yes
b) No
Customer Satisfaction
1. What factors affect you to use Online Banking?
a) Cost Saving
b) Time Saving
c) Flexibility or Convenience
d) Easy to use
e) Security
f) Reliability of Bank
g) Other
2. The use of online banking makes my transaction very fast?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
3. Online Banking is Time saving?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
4. Online Banking is Cost saving?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
5. Online Banking is Flexible or Convenient than Conventional Banking?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
6. Online Banking is Easy to use?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
7. Online Banking is Secure than Conventional Banking?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
8. The Use of Online Banking is Reliable?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
9. The use of online banking means transaction will be made as I wish?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
10. The use of Online Banking gives me control over my transaction?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
1
11. The level of quality of service I received through the Online Banking is high &
excellent?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
12. Online Banking has better Problem handling capability that Conventional Banking?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
13. Online Banking has full filled my expectation?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
14. You feel safe in the online transaction with Bank?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
15. Online banking provides versatile service facility?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
16. It is easy to complete a transaction quickly through Bank’s online banking website?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
17. I feel secure in providing sensitive information (like credit card details) for online
transaction?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
18. Banks give enough information about the online banking service?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
19. Online banking service can be received from any place & anytime?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
2
20. If I have any problem about online banking service, banks provide support?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
21. The online banking portal site provides sufficient and real time financial
information?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
22. Would you recommend other people to use the online banking service offered by the
bank?
Strongly Disagree/ Disagree/ Moderate/ Agree/ Strongly Agree
23. Are you overall satisfied?
Strongly Satisfied/ Satisfied / Moderate/ Dissatisfied / Strongly Dissatisfied
Thank You
