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Questionnaire for bank customers
1. QUESTIONNAIRE FOR BANK CUSTOMERS
The objective of the study is to identify and analyze the factors influencing the customer’s
adoption/usage of technology in banking services. A comparative analysis between Public and
Private sector banks survey is conducted by Hirfanullah.N.T
Which category of the banks do you consider as most technologically advance?
o A-Public sector bank B-Private sector bank
Which attribute of the bank do you value the most?
o A-Quality of service B-Technology used
Which factor Promotes you to use the new techniques in banking?
o A-Easy of use B-Cost effectiveness
How familiar are you with computer usage level of your bank?
o A-Beginner B-Expert
Level of usage of technology?
o A- ATM service B-E-payment
How frequently do you use the branch banking services per month?
o A-Less then 3 B-more then 8
How frequently do you use the ATM services per month?
o A-Less then 3 B-more then 8
How frequently do you use the internet banking services per month?
o A-Less then 3 B-more then 8
How frequently do you use the mobile banking services per month?
o A-Less then 3 B-more then 8
ATM service satisfaction on Technology usage?
o A-Satisfied B-Neutral C-Dissatisfied
Internet banking service satisfaction on Technology usage?
o A-Satisfied B-Neutral C-Dissatisfied
Mobile banking service satisfaction on Technology usage?
o A-Satisfied B-Neutral C-Dissatisfied
ATM problem of Technology usage?
o A-Often B-Rarely C-Never
Internet banking problem of Technology usage?
o A-Often B-Rarely C-Never
Mobile banking problem of Technology usage?
o A-Often B-Rarely C-Never
Bank has up-to-date equipment & Technology?
o A-Satisfied B-Neutral C-Dissatisfied
Location of the bank?
o A-Satisfied B-Neutral C-Dissatisfied
Sufficient number of ATM machines?
o A-Satisfied B-Neutral C-Dissatisfied
The employees approach?
o A-Satisfied B-Neutral C-Dissatisfied
Guide signs indicating as to which counters are?
o A-Satisfied B-Neutral C-Dissatisfied
2. Is the space available at the bank for customers sufficient for transactions with reasonable
comfort?
o A-Superior B-Good C-Fair
Well designed counter available?
o A-Superior B-Good C-Fair
Parking space available?
o A-Superior B-Good C-Fair
Do you think that there is adequate staff at the bank to meet your requirements?
o A-Superior B-Good C-Fair
Personal interest taken by staff in service/ solving problems?
o A-Superior B-Good C-Fair
Manager available easily and accessible to redress grievances if any and to solve
problems?
o A-Superior B-Good C-Fair
How do you know about the existing and new policies and services offered by the bank?
o A-Superior B-Good C-Fair
Availability of leaflets /pamphlets on schemes/services to customers?
o A-Superior B-Good C-Fair
To deposit cash in your account and obtain a receipt how long does it usually take?
o A-less than 5 min B-Average 10 min C-More than 15 min
To withdraw cash from your account how long does it usually take?
o A-less than 5 min B-Average 10 min C-More than 15 min
To get a new cheque book how long does it usually take?
o A-less than 5 min B-Average 10 min C-More than 15 min
For collection of local cheques how long does it usually take?
o A-less than 5 min B-Average 10 min C-More than 15 min
For collection of outstation cheques how long does it usually take?
o A-less than 5 min B-Average 10 min C-More than 15 min
Are these standing instructions properly executed?
o A-Yes B-No
Do you take your passbook to the bank whenever you deposit cash?
o A-Yes B-No
Do you take your passbook to the bank whenever you withdraw cash?
o A-Yes B-No
Are you able to clearly understand the entries made in your passbook?
o A-Yes B-No
Have the remittances been effected correctly?
o A-Yes B-No
Is there any A.T.M. facility in the branch?
o A-Yes B-No
Do you use Core Banking facility of your bank?
o A-Yes B-No