CUSTOMERS PERCEPTION OF E-SERVICE QUALITY AND SATISFACTION IN

THE BANKING INDUSTRY: FNBB

Purpose
The survey is aimed at compiling information on customer’s perception of e-service quality in
the bank industry in Gaborone. Please be kind enough to assist completing this study as it is part
of my Degree Program. Your information will be kept as confidential as possible. Thank you in
advance.

1. What is your nationality? -----------------------------------------------------

2. Gender : Male Female

3. Age: Under 20
21-35
36-50
51-60
Over 60

4. Education : primary
Secondary
Certificate/diploma
Undergraduate degree
Post graduate degree
Other, please specify-------------------------------------------

6. Occupation: unemployed
Employed
Other, please specify------------------------------------------------

7. How often do you use online service?

Never
Weekly
Monthly
Other, please specify ------------------------------------------------------

Please turn to the next page

Please answer the following questions based on what your personal experience and opinion
indicating your level of agreement where: 5=strongly agree, 4=agree, 3= neutral, 2= disagree and
1=strongly disagree
Strongly agree neutral disagree Strongly
agree disagree
It is easy to find what I want with the banks
online service
It is easy to get anywhere on the bank site

The banks service enable me to complete a

transaction quickly
Information on the bank site is well organized

The site loads its pages fast

The site is simple to use

Information on the bank site is well organized

The banks network is always available

The pages do not freeze after I entered my

order information
When logging on the bank site it launches and
run right away

The bank delivers orders when promised

The site makes items available for every

delivery within a suitable time frame

The bank site has in stock the items the

company claims to have

The bank is truthful about it offerings

The bank makes accurate promises about

delivery of products
The bank protects information about my
transactions
The bank do not share my personal information
with other bank users

The bank protects information about my credit

card