The document outlines a questionnaire aimed at analyzing factors influencing bank customers' adoption of technology in banking services, contrasting public and private banks. It includes various questions regarding technology use, customer satisfaction, and service efficiency. The survey seeks to identify preferences and issues related to ATM, internet, and mobile banking services.

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