Kau Questionniare[1]

7/31/2019 Kau Questionniare[1]

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Date: SONA SCHOOL OF MANAGEMENT Resp No:

THANK YOU FOR YOUR TIME TO COMPLETE THE QUESTIONNAIRE.

CUSTOMER PERCEPTION OF E-BANKING SERVICES OF INDIAN BANKS

Please answer the following questions based upon your personal perceptions.

TYPE OF BANK PUBLIC PRIVATE FOREIGN

BANK'S NAME

GENDER Male Female

AGE 20-30 yrs 30-40 yrs 40-50yrs above 50yrs

INCOME LEVEL < 1Lakh 1-2 Lakh > 2 Lakh

1. How would you rate the following factors while selecting e-channels?

Factors MI I UD UI MUI

(i)Convenient accessibility of e-channels

(ii)Convenient location of ATMs

(iii)Easy availability of e-channels

(iv)Low hidden cost for services

(v)Number of facilities provided by e-channels

(vi)Security risk to use

MI- Most Important; I – Important; UD- Undefined; UI- Un-Important; MUI- Most Un-Important

2. Which of the following e-channels do you prefer? (Rank according to utilityand your preference)

i) ATM

ii) ONLINE- BANKING

iii) CREDIT CARDiv) SMART CARD

v) DEBIT CARD

vi) TELE- BANKING

vii)MOBILE- BANKING

3. Are you aware about hidden cost levied by e-banks on services provided toyou?

Yes No





4. What are motivational factors encouraging customers to prefer a particulare-channel (Rate accordingly)

MOTIVATIONAL FACTORS SA A UD DA SDA

COST-EFFECTIVE

CONVENIENT ACCESSIBILITY

PROVIDE ACCURATE INFORMATION

PROVIDE EFFICIENT SERVICES

PROVIDE SECURITY FOR THREADS TO

LOOSE INFORMATION

TIME- SAVING

SA- Strongly Agree; A- Agree; UD- Un-Defined; DA- Dis- Agree; SDA- Strongly Dis- Agree

5. What is your occupation?

BUSINESS

EMPLOYEE SERVICE SECTOR

EMPLOYEE MANUFA SECTOR

PROFESSIONALS

6. How would you Rate the hidden service charges (if any) of the following e-channels in e-banks?

E-channels MR R UD UR MUR

ATM

Credit Card

Debit Card

Internet-

Banking

Mobile-

BankingSmart Card

Tele- Banking

MR- Most Reasonable; R-Reasonable; UD-Undefined; UR-Un-Reasonable; MUR- Most Un-reasonable





7. Which type of problem do you generally face while using e-channels?(Please Rank the following from 1to 8 where 1-most higher priority and 8- very least priority)

i) Inadequate knowledgev) Number of atms are not

sufficient

ii) Lack of knowledge regarding use

of e-channelsvi) Unsuitable location of atms

iii) Lack of infrastructure vii) Time consuming

iv) Poor network viii) No problem at all

8. What the banks should do to make the bank customers aware about e-

channels of the banks in your opinion?(Please Rank the following from 1to 5 where 1-most higher priority and 5- very least priority)

(i) Conduct more training programme for bank customers

(ii)Demo- fares regarding e-channels

(iii)Information demo at the counter

(iv)More advertisements

(v)Personal contact programs

9. (a) How many times do you visit a bank physically for banktransactions in a month in addition to accessing e-channels?

(i)Occasionally once

(ii)2 to 5 times

(iii)6 to 10 times

(iv)11 to 15 times

(v)More than 15 times a month

(b) For what purpose do you visit your bank physically?

(Please Rank the following from 1to 6 where 1-most higher priority and 6- very least priority)

(i)Mega size deposits

(ii)for mega-size withdrawals

(iii)any other purpose

(iv)for getting loans/advances

(v)to access lockers

(vi)to get information





10. Rate the following statements related to e-channels

STATEMENTS SA A UD DA SDA

(i) E-channels do not ensure privacy

(ii) E-channels ensure more transparency

(iii) E-channels are creating more confusion for

customers

(iv) E-channels have bright future in global age

(v) E-channels improve the quality of customer service

in banks

(vi) E-channels are necessary in the competitive,

global and new economy of India

(vii) E-channels make online purchase of goods and

services easier

(viii) E-channels are creating more social relations

among the bank customers and bank employees

(ix) E-channels are fulfilling our all requirements in e-

age

(x) E-banks charge more hidden cost

(xi) More formalities are required to get e-channels

issued from the bank

(xii) Online banking helps to manage transformation in

banks more efficiently

(xiii) Smart card sometimes creates technical hurdles to

make payments

SA- Strongly Agree; A- Agree; UD- Un-Defined; DA- Dis- Agree; SDA- Strongly Dis- Agree

11. Could you please briefly explain your wishes and any other comments inorder to comfortably and securely conduct your online banking?

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Kau Questionniare[1]