Questionnaire

Analysis of Customer’s attitude towards Internet banking- A cross market examination of

UK and India

If you use online bank service, please answer the questions based on your experiences, if not,
please answer the questions based on your expectations of online banking usage.

Section I

1. Personal Details:
 Age: 18-21 years

22-24 years

25-28 years
√
Over 28 years
2.
 Gender: Male √
Female

3. Are you a resident in

o India
o UK
4. If UK resident, are you from India?
o Yes
o No

5. Do you own a computer with an Internet link?

o Yes
o No
6. Indicate the type of internet connection you are using
o Dial up modem
o DSL
o Satellite
o Broadband
 7. How frequently do you access the internet each month
o 1-5 times
o 6-10 times
o 11-15 times
o More than 15 times

Section II

This section is concerned with your attitude regarding the adoption and application of Internet
banking. Please indicate to which extent you agree with each of the following statements.

8. Attitudes to following usage:

Statements Strongly Disagree Neutral Agree Strongly

disagree agree
I am interested to get knowledge about √
new technology developments
Technological developments have √
improved our lives
I am comfortable to changes √

9. What are your major reasons for opening an Internet bank account?

Reasons Strongly Disagree Neutral Agree Strongly

disagree agree
IB is more convenient than branch √
banking
IB is more reliable than traditional √
banking
IB transactions can be carried out √
more quickly
IB allows easier maintenance of √
transactions than in conventional
banks

IB is more safe and secure √

Usage of IB for better rate offers √
10. What could be the main reasons for not using Internet banking?

Reasons Strongly Disagree Neutral Agree Strongly

disagree agree
Not having enough knowledge to use √
IB
No trust in IB √
Preference to face- to- face-banking √

11. According to your opinion what are the benefits of internet banking?

Benefits Strongly Disagree Neutral Agree Strongly

disagree agree
Retain consumers √
Development of non-core business √
Cost reduction √
Attract consumers √

12. What issues did you encounter while using Internet banking?

Problems Strongly Disagree Neutral Agree Strongly

disagree agree
Compatibility with existing systems √
Cost of implementations √
Security concerns √
Lack of expertise √
Inadequate legislation √
Consumer acceptance √

13. What are the factors which influenced your decision to adopt Internet banking?

Factors Strongly Disagree Neutral Agree Strongly

disagree agree
Ease of use √
Trust and relationship √
Low service charge √
Accessibility √
Convenience √
 Security of transaction √
Variety of features that are provided √

14. What is your attitude concerning the ease of use about Internet banking?

Strongly Disagree Neutral Agree Strongly

disagree agree
Using internet banking is easy for me √
Internet banking services are clear and √
comprehensible
Overall, I find the use of the internet √
banking services uncomplicated

15. What is your attitude to the following statements regarding web security?

Strongly Disagree Neutral Agree Strongly

disagree agree
I would feel secure sending sensitive √
information across the internet

I feel that security concerning IB is √

questionable, because there is an
increase in identity theft and fraud

Internet banking, overall is a safe √

place to pass on sensitive information

16. According to you, what is your overall attitude towards Internet banking?

Strongly Disagree Neutral Agree Strongly

disagree agree
Using internet banking is a good √
innovation

In my view, it would be advantageous √

to use Internet banking
17. What banking services do you use which your Internet bank provides?

Yes No
Reviewing account balances and √
statements
Creation of fixed deposits √
Request of demand draft √
Payment of bills √
Seeking product information √
Download loan applications √
Others
Not applicable

18. Are you satisfied with the Internet banking services provided by your bank?
a) Very unsatisfied
b) Unsatisfied
c) Neutral
d) Satisfied
e) Very Satisfied

19. Do you think that Internet banking has gained importance in this emerging world?

o Yes, to an extent
o Neutral
o No, not at all
20. In addition to your Internet bank account do have a traditional bank account?

o Yes
o No
* Thank you for your help and your valuable time *