Internet Banking(Questionnaire)
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Do you have an Internet bank account? (If your answer is ‘no’ please answer
only question number 2 and if your answer ‘yes’ then please skip the question
number 2)
Yes
No
These questions were asked if the respondent answered 'no' to having an
Internet bank account:
What are the main reasons that you have not opened an INTERNET bank
account yet? (you may choose more than one option)
Under age
Never heard of Internet bank
Concerned about security
Haven't taken time to open an account
Don't see any real value in having this type of account
Not available through my bank
Other
What are the most important reasons for you to have an INTERNET bank
account opened?(You may choose more than one option)
Convenience
Curiosity
Better rates
Safe and secure
Low service charge
Easy to maintain my banking transactions activity
Other
Which internet banking services do you use?(You may choose more than one
option)
Seeking products 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
On-line bill payments
Other
What was the single most important reason for choosing this particular bank as
your INTERNET bank?
I have a traditional bank account with the same bank
The brand name of the bank
The excellent service offered by this bank
Advertisements
Other
How do you think banks can improve their relationship with customers through
the use of the INTERNET? (you may choose more than one option)
Differentation through lifestyle appeal
Monitoring internet usage to ascertain which features are popular and liked
Better communication through easily dispersed and answered e-mail
Other
Which of the following content would you value on a bank's website? (you may
choose more than one option)
Robust product and services descriptions
Online banking demos and descriptions
Financial calculators
Online applications
Credit report service
On-line credit decisions
Financial planner
Calendar
Other
How does your bank's website do about following statements compared to the
other financial websites that you have visited?
Much Much
Better Similar Worse
Better Worse
Visual Appearance
Organisation/ Lay Out
Ease of Finding
Information
Simplicity
Download Speed
Convenience
In your opinion what are the most important factors for an effective website?
(you may choose more than one option)
Download speed
Entertaintment
Ease of use
Privacy protection
Oppurtunities for interaction
Easy navigation
Up to date information
Personal address
Other
Why would you think that a bank needs to have a website? (you may choose
more than one option)
It gives the bank competetive advantage
Customization
Many bank customers are internet users
It is just a matter of time
More complete information and comparative information
Other
Do you want to receive e-mail which include? (you may choose more than one
option)
Newsletter, newsflashers and new product or service announcements
Customer service responses
Change of service notifications, change of prices of services
Orders, accounts, payments of bills notifications etc.
Other
Do you think that a poor website is a reason to move to another bank? (please
write your opinion in the box provided below)
Do you think INTERNET banking will replace traditional banking methods?
(please write your opinion in the box provided below)
What benefits do you get from the internet in terms of banking service? (you
may choose more than one option)
Convenience
Empowerment (to carry out banking transactions without asking any help of bank staff
and visiting branch)
Better service
Lower cost and better rates
Other
What would put you off banking over the Internet? (obstacles)(you may choose
more than one option)
Lack of face to face advice
Reluntance to change
Security concerns
Lack of internet access
Other
What factors make the INTERNET a good marketing communication tool? (you
may choose more than one option)
Reduced barriers to entry
Personalise/Customise
Target ability
Global reach
Tracking, market research and information collection
Other
