SURVEY QUESTIONNAIRE

Security Measures in Protecting Online Banking in Selected Commercial and Rural Banks in

San Pablo City, Laguna

For Rural Bank:

Name (optional):

Name of Bank:

The following items describe statements about the extent of security and awareness of respondents in online banking. Indicate your
agreement or disagreement with the following statements by choosing your response using this scale.

5- ALWAYS 4- FREQUENTLY 3- SOMETIMES 2- SELDOM 1- NEVER

The extent of security in online banking

INDICATORS 5 4 3 2 1
Scary Customer Service
Complaints of the bank users are being handled smoothly
Customer Service is easy to access
Banks provide excellent assistance to their customers/consumers
Hackers and Theft
Bank users did not encounter hacking while using online banking
The bank users experienced having their identity used by someone without
their permission
Bank provides high security to avoid data being hacked or stolen
Password Security
Authentication of password is required every time you open an account
In recovering an account confirmation through email and/or text message is
required
In setting the password, numerical, upper, and, lower case letters with
characters are required
Awareness of respondents about the security measures in protecting the following risks of online banking

Unencrypted data
The bank users make sure that their information is encrypted and safe before
transacting with the bank
The bank that the user is transacting with has their information encrypted
The bank user is aware that data encryption is important and will make their
online banking safer
 Malware
The bank users are aware of the malware that may cause unauthorized
access to their personal information
Bank users avoid clicking and downloading malicious links and software that
may harm their device
Bank users are aware of using a firewall to prevent hackers from attacking
and accessing data by the use of malware
Unsafe third-party services
The bank users are aware that their bank is transacting with secured third-
party services
The bank users are aware that their bank is transacting with third-party
services with high cybersecurity
Bank users are aware that their bank is transacting with third-party services.
Manipulated Data
The bank user checks his data and information from time to time to make sure
that the information is correct and not being manipulated
The bank users make sure that their data is not shared with untrusted people
Bank users are aware that online banking may risk their data being
manipulated.
Spoofing
The bank users are aware that spoofing is a cyber threat where cybercriminals
impersonate the bank’s URL and may steal the users’ credentials as soon as
they log in
The bank users ensure that the link and site they are visiting are legitimate.
Bank users are aware that there are sites that look legitimate but are actually
an imitation of the original site.
 SURVEY QUESTIONNAIRE

Security Measures in Protecting Online Banking in Selected Commercial and Rural Banks in

San Pablo City, Laguna

For Commercial Bank:

Name (optional):

Name of Bank:

The following items describe statements about the extent of security and awareness of respondents in online banking. Indicate your
agreement or disagreement with the following statements by choosing your response using this scale.

5- ALWAYS 4- FREQUENTLY 3- SOMETIMES 2- SELDOM 1- NEVER

The extent of security in online banking

INDICATORS 5 4 3 2 1
Scary Customer Service
Complaints of the bank users are being handled smoothly
Customer Service is easy to access
Banks provide excellent assistance to their customers/consumers
Hackers and Theft
Bank users did not encounter hacking while using online banking
The bank users experienced having their identity used by someone without
their permission
Bank provides high security to avoid data being hacked or stolen
Password Security
Authentication of password is required every time you open an account
In recovering an account confirmation through email and/or text message is
required
In setting the password, numerical, upper, and, lower case letters with
characters are required
Awareness of respondents about the security measures in protecting the following risks of online banking

Unencrypted data
The bank users make sure that their information is encrypted and safe before
transacting with the bank
The bank that the user is transacting with has their information encrypted
The bank user is aware that data encryption is important and will make their
online banking safer
 Malware
The bank users are aware of the malware that may cause unauthorized
access to their personal information
Bank users avoid clicking and downloading malicious links and software that
may harm their device
Bank users are aware of using a firewall to prevent hackers from attacking
and accessing data by the use of malware
Unsafe third-party services
The bank users are aware that their bank is transacting with secured third-
party services
The bank users are aware that their bank is transacting with third-party
services with high cybersecurity
Bank users are aware that their bank is transacting with third-party services.
Manipulated Data
The bank user checks his data and information from time to time to make sure
that the information is correct and not being manipulated
The bank users make sure that their data is not shared with untrusted people
Bank users are aware that online banking may risk their data being
manipulated.
Spoofing
The bank users are aware that spoofing is a cyber threat where cybercriminals
impersonate the bank’s URL and may steal the users’ credentials as soon as
they log in
The bank users ensure that the link and site they are visiting are legitimate.
Bank users are aware that there are sites that look legitimate but are actually
an imitation of the original site.