Questionnaire on Mobile banking

We, Milan Adodariya & Sneh Gandhi, students of N. R. Institute of Business Management
(NRIBM), AHMEDABAD. This project is a part of our MBA programme. All information will
be used for academic purpose and kept confidential. Please spare your precious time.

Q: 1 Are you using mobile banking services?

Yes No

If ‘No’ then please answer Question # 2 & 3.

Q: 2 What are the main reasons for not using mobile banking services? (Please choose the applicable
options)
Unaware of mobile banking services
Concerned about security
Don't see any real value in using these services
I would like to see how it works, and then I may open an account
Not available through my bank account
Haven't taken time to register for these services

Q: 3 How likely is it that you will open a mobile bank service within the next 12 months?
Very Somewhat Likely Neither Likely nor Somewhat Very Unlikely
Likely Unlikely Unlikely

If ‘Yes’ then please answer Question # 4 to 15.

Q: 4 How long have you been using the Mobile banking services?
Less than 1 Month 1 to 6 months
6 to 12 months More than 1 year

Q: 5 How frequently do you use mobile banking services in a month (for balance inquiry, fund
transfer, etc.)?
Never 1 to 4 Times
5 to 8 Times Over 9 Times
Q: 6 How frequently do you visit your bank branch per month?
Never 1 to 4 Times
5 to 8 Times Over 9 Times

Q: 7 How frequently do you use an Automated Teller Machine (ATM) per month?
Never 1 to 4 Times
5 to 8 Times Over 9 Times

Q: 8 What is the main reason that you typically visit your bank branch for? (Please choose the
applicable options)
Make a Deposit Cash Withdrawal
Balance Inquiry Locker Service
Investment Advice Bill Payment
Credit card Service Loan Purpose

Q: 9 What is the main reason that you typically visit an ATM for? Please rank your preference.
(1 being the highest & 4 being the lowest)
Cash withdrawal
Balance inquiry
Fund transfer from one a/c to other a/c
Bill payments

Q: 10 What is the name of the bank with which you are using mobile banking services?
ICICI Bank HDFC Bank
SBI Axis Bank
IDBI Bank
If other then please specify ___________________________

Q: 11 How satisfied are you with the mobile banking services with your present bank?

Highly Dissatisfied Dissatisfied Neutral Satisfied Highly Satisfied

Q: 12 If you are dissatisfied then what can be the possible reason(s) for that? (Please choose the
applicable options)
Server failure Mobile compatibility
Execution problems Service charges
Security problem
If any other reason please specify___________________________________

Q: 13 What banking services do you use which your Mobile banking offers? (Please choose the
applicable options)
Download Forms Calculate loan payment
Check balances on-line Inter-account transfers
Status on cheque, stop payment on cheque
Top up of Tatasky, BigTV, SunDirect, DishTV connections
Mobile recharging Cheque book request
Demat Enquiry Service Life insurance premium

Q: 14 To what extent do you agree with the statements about mobile banking (MB) and its providers?

Strongly Disagree Neutral Agree Strongly

Disagree Agree
It is possible to conduct banking of my choice easily
through mobile banking
Familiar with my mobile device
Familiar with checking account balances through mobile
device
Familiar with paying bills through mobile device
Believe that transactions with MB providers are likely to
be safe

Q: 15 To what extent do you agree or disagree with the statements about what you expect from mobile
banking (MB)?
 Strongly Disagree Neutral Agree Strongly
Disagree Agree

MB would be useful in conducting my banking

transactions

Using MB would enable me to conduct banking

transactions more quickly

MB is clear and understandable

MB would improve the quality of my decision

making

It would be easy to do what I want to do while using

MB

PERSONAL INFORMATION

Area: ______________________________________________

Age: 15 to 30 years 30 to 40 years

40 to 50 years More than 50
years

Marital status: Male Female

Annual family income: Less than 100000 100000 to 250000

250000 to 400000 More than 400000

Education: S.S.C. H. S. C.
Graduate P.G.

Occupation: Student Household

Service Business
Professional