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QUESTIONAIRE (ELECTRONIC BANKING SURVEY)

1. Name :- ____________________________________
2. Age/date of birth :- ________________________
3. Profession / name of organization :- ____________________________________________
4. Designation :- ____________________________________
5. Telephone no(s) :- _________________________________
6. Email address :- ___________________________________@_________________
7. Qualification :- ______________________________________________________
8. Computer skills :- ____________________________________________________
9. Your bank name :- ____________________________________________________
10. Does your bank provide electronic banking facility (yes/no)
a. ATM Network : YES □/ NO □
b. Electronic Account Viewing ( Enquiry) :- YES □/ NO □
c. Electronic Bill Payment Facility :- YES □/ NO □
d. Electronic Request Processing :- YES □/ NO □
(Like Cheque Book, Stop Payment etc…)
e. Electronic Fund Transfer Facility :- YES □/ NO □
f. Any Other E-Banking Facility :-
____________________________________________

11. Are you using online electronic banking facility provided by your bank :- YES □/ NO □
12. Do you regularly use ATM for your banking needs : - YES □/ NO □
13. If NO, what is the main reason for your decision :- _________________________________
__________________________________________________________________________
14. How convenient you find accessing your bank online?
a. Easy
b. Normal
c. Difficult
15. If answer to question no.11 is yes, how frequently do you use each of the following services?

Once in
Once in Once in a Once in
Factors a Infrequent
a Day Week a Month
fortnight

A Internet Banking

B Mobile Banking

C Phone Banking

D On-Line Banking

E Debit Card/Credit Card


16. Do you consider Electronic banking services as a significant advantage to satisfy your
banking needs :- YES □/ NO □
17. If YES, kindly specify major advantage of E-Banking Services :-
___________________________________________________________________________
___________________________________________________________________________
18. Which aspects of banking services satisfy you the most:-
a) Better Services ( ) b) More Facilities/Product Offered ( )
c) Cost Effectiveness ( ) d) Usage Convenience ( )
e) Anywhere Banking ( ) f) Reliability(Faith/Trust) ( )
g) Any Other ( )
19. Do Electronic Banking Services improve the quality of banking services:- YES □/ NO □
20. What new facilities have been made possible by the introduction of Electronic Banking :-
___________________________________________________________________________
___________________________________________________________________________
21. How important is the availability of Online banking facility in your decision to select a bank
to satisfy your banking needs:- YES □/ NO □
22. Do you think the bank charges for providing various electronic banking services are much
higher than the real benefit of these services to the customers:- YES □/ NO □
23. How much useful do you find Electronic Banking in the following areas of Bank’s working:

MOST FAIRLY LESS LEAST


USEFULNESS USEFUL
USEFUL USEFUL USEFUL USEFUL
Effectiveness
of Bank
Service
Efficiency of
Bank’s
Services

24. Do you think that by using E-Banking methods, banks now require much lesser space:-
YES □/ NO □
25. Which of the following factors influence you the most to use E-banking services:-

Less
More than Not at
Factors Strongly Average than
average all
Average
All time
A
availability
B Ease of use
C Nearness
D Security
E Direct access
F Friends/ Relatives
G Status symbol

26. Kindly rate the following reasons enlisted for not using the E-banking services:-

More
Less
Highly Least
than than
Factors important Average important
average average
No need( Satisfied
with traditional
A
banking)
It seems like a
B
botheration
C Insecurity
No access to
D internet/mobile
Lack of operational
E Knowledge
F Hidden costs