Questionnaire for Customers
The objective of the study is to identify and analyze the factors influencing the customer’s
adoption/usage of technology in banking services
1. Name :
2. Name of the Bank & Branch :
3. Gender : A. Male B. Female
4. Age
A. Below 25 years
B. 26-35 years
C. 36-45 years
D. 46-55 years
E. 56 and above
5. Education
A. High School
B. Undergraduate
C. Postgraduate
D. Professional
E. others (please specify) _______________
6. Marital Status
A. Married B. Single
7. Profession
A. Govt Employee
B. Private Employee
C. Business
D. Self-Employee
E. Student
F. House Wife
G. Others (please specify) ____________
8. Monthly Income :
A. Below 25000
B. 25000-50000
C. 50000-75000
D. 75000-1 Lakh
E. 1 Lakh and above
9. Status of usage (bank)
A. Less than 1 year
B. 1 – 5 years
C. 5 – 10 years
D. 10 – 15 yeas
E. Above 15 years
Specific Questions:
1. Which category of the banks do you consider as most technologically advanced?
A. Public sector bank
B. Private sector bank
2. Which attribute of the bank do you value the most?
A. Quality of Service
B. Technology used
C. Trust
D. Location
E. Type of the bank
3. Which factor promotes you to use the new techniques in banking?
A. Reduced time of transactions
B. Cost effectiveness
C. Ease of use
D. Tech savvy
4. How familiar are you with computer usage level of your bank?
A. No knowledge of computer
B. Beginner
C. Average knowledge
D. Advanced computer knowledge
E. Expert
5. Customer level of usage of technology
A. Connected to the Internet at home or work to do their financial transactions
B. Uses E – mail
C. ATM / Debit card service
D. Credit card service
E. Online banking services
F. E – payments
G. Electronic Fund Transfer (EFTs)/NEFT/RTGS
6. How frequently do you use the following banking services per month?
Nil 1to3 3to 8 8to 12 over 12
A. Branch Banking
B. ATM
C. Internet Banking
D. Tele Phone banking
E. Mobile banking
Satisfaction level on technology usage
Highly Satisfied Neither nor Unsatisfied Highly very
satisfied Satisfied unsatisfied
5 4 3 2 1
1 2 3 4 5
ATM
services
Branch
Banking
Internet
Banking
services
Mobile
Banking
services
Telephone
Banking
Problems of technology Usage:
Highly Satisfied Neither nor Unsatisfied Highly very
satisfied Satisfied unsatisfied
5 4 3 2 1
1 2 3 4 5
ATM
services
Branch
Banking
Internet
Banking
services
Mobile
Banking
services
Telephone
Banking
Satisfaction levels regarding the various Services Quality Dimensions:
At what level Your satisfied with the following service quality dimensions?
Tick ( ) any option that represents your answer.
1. Tangibility
A. Location of the Bank
B. Sufficient number of ATM machines
C. Cash counting machines
D. Counter partitions in bank and its branches
E. The employees approach
2. Responsiveness
A. Customer service representative.
B. Bank performs the services right the first time
C. Quick confirmation
D. Our requests are handled promptly
3. Assurance
A. Employees of bank have the knowledge to answer customer questions
B. Politeness and friendly staff
C. Employees are always willing to help you.
D. Experienced management team.
4. Security
A. Security for ATMs
B. Online filling
C. Protection of banking transactions
D. Privacy / Confidentiality of the bank.
E. Care in collection of personal information
5. Empathy
A. Time bound work of employee
B. Help desks, call centers of bank
C. Specific needs understood
D. Provisions of financial advices
6. Efficiency
A. Faster log in facility
B. Performance of Plastic cards(ATM, Debit/Credit)
C. Transfer of Funds(NEFT, RTGS)
D. Clearing Services(ECS-Credit/Deb
7. Customer Service
A. Customer friendly environment at Bank
B. Customer feedback services
C. Capable of solving complaints adequately
D. Special services for the elders and disabled
