Questionnaire on Internet Banking

This survey is designed to understand Internet users perspectives on Internet banking, their experiences with and their expectations from Internet banking services. Your participation in this survey will be greatly appreciated. 1) What is your occupation?

Business owner Team operator of social networking website Other: ___________________

2) Please specify your career ________________________

3) Please mention your gender?

Male Female

4) What is your age?

10-20 years 21-25 years 26-30 years 30-40 years Above 40 years

5) What is your net income (per month)?

Less than Rs. 15000 Rs. 15000 - Rs. 20000 Rs. 20000 Rs. 25000 Rs. 25000 Rs. 30000 Rs. 30000 Rs. 35000 More than Rs. 35000

6) How long have you been using the Internet? Less than 1 month 1 to 6 months 6 to 12 months More than 1 year

7) How many hours per week do you use your computer?

Less than 1 hour 1 to 5 hours 5 to 10 hours 10 to 20 hours over 20 hours

8) Have you performed any of the following activities on-line? (Please check all that apply) Tax filing Purchased/sold financial product (e.g., stock, bonds) Neither of these

9) How frequently do you use telephone banking services per month (for example, balance inquiry, fund transfer between accounts)? Less than 1 1 to 3 times 3 to 8 times 8 to 12 times over 12 times

10) How frequently do you visit your bank branch per month? Less than 1 1 to 3 times 3 to 8 times 8 to 12 times over 12 times

11) How frequently do you use an Automated Teller Machine (ATM) per month? Less than 1 1 to 3 times 3 to 8 times 8 to 12 times over 12 times

12) What is the main reason that you typically visit your bank branch (please choose the single most important reason)? to make a deposit to get advice for investment options to inquire about a balance to withdraw cash other

13)Have you purchased any product on the Internet?

Yes No

14) In the past five years how many times have you switched to a different bank? Never 1 to 3 times 3 to 8 times over 8 times

If yes, was there any specific reason? ___________________________________________________________________ If you have an Internet bank account, please answer questions 15-19 else skip to Question 20. 15) What is the name of bank you have an Internet bank account with? ____________________________ Rather not say

16) What are the most important reasons you opened an Internet bank account? (Please prioritize the following list in the order of importance. 1: the most important 6: the least important) Please use each number only once. __ Convenience (24 hours service, anywhere connectivity) __ Curiosity __ Better rates __ Safe and secure __ Low service charge __ Easy to maintain my banking transaction activity 17) What banking services do you use which your Internet bank offers? (Please check all you are currently using) Seeking product and rate information Calculate loan payment information Download loan applications Download personal bank transaction activity Check balances on-line Apply for consumer loans or credit cards online Inter-account transfers On-line bill payments Others Not Applicable

18) What was the single most important reason that you chose this particular bank as your Internet bank? (please choose one) I have a traditional bank account with the same bank The brand name of the bank The excellent service offered by this bank Others Not Applicable

19) In addition to your Internet bank account, do you also have a traditional bank account? Yes No

Not applicable

20) What are the main reasons that you have not opened an Internet bank account yet? (check all that apply) Under age Never heard of Internet banking Concerned about security Haven't taken time to open an account Don't see any real value in having this type of account Too new. I would like to see how it works, then I may open an account Not available through my bank Others Not Applicable

21) How likely is it that you will open an Internet bank account within the next 12 months? Very Unlikely Somewhat Unlikely Neither Unlikely nor Likely Somewhat Likely Very Likely Not applicable

All respondents are requested to answer the following question:

22)For your choice of an Internet bank, please indicate how much each of the following

factors (were) are important for you (1- Very Important, 2- Neutral, 3- Unimportant)? Better rate and lower service charge Bank familiarity Bank location (geographic) The size of bank (in terms of asset) Security of Transaction Convenience (24 hours service from anywhere) Quick service (transaction completed in seconds instead of minutes) Variety of features and services that are offered(for example; bill payment,account reconciliation, electronic bill payment) Integrated value-added services using other on-line services and resources (for example; other brokerage account summary)