Mobile Banking: Customer Satisfaction

Dear respondent:
Good Day. We are the students of Finance & Banking Dept. from Jahangirnagar University, Savar, Dhaka1342. For our academic works in 2013, on "Mobile Banking in Bangladesh: Advantage level and Customer Satisfaction", we need your kind co-operation for fulfilling the questionnaire. We hope you will spend only 5 minutes to fill the survey. We ensure you that these information will be used only for academic purpose. Thank You.

Personal Information Gender Age Educati on Profess ion Male Female ........................................... actual age) Illitera S.S.C te Studen Employe t es (please H.S.C Business man type your Honor s Teach er Master s Other

Bank Information In which bank, you have the account? o Please write the name:

Are you only user of Mobile Banking? o o Yes No, I have other banks account

How you are motivated to open an account in Mobile Banking? o o o o o Self-Motivated Advertisement Friends Internet or Websites Other Please specify: .............................................................................................

Advantage Level & Customer Satisfaction 1. What factors affect you to open Mobile Bank account? (Choose as many as you think) a. Time Saving b. Cost Saving

c. Flexibility or Convenience d. Easy to use e. Security f. Reliability of Bank g. Other (Put marks on your choice for Question 2 13) 2. Mobile Banking is Time saving than Conventional Banking? Strongly Agree Agree Neutral Disagre e Strongly Disagree

3. Mobile Banking is Cost saving than Conventional Banking? Strongly Agree Agree Neutral Disagre e Strongly Disagree

4. Mobile Banking is Flexible or Convenient than Conventional Banking? Strongly Agree Agree Neutral Disagre e Strongly Disagree

5. Mobile Banking is Easy to use than Conventional Banking? Strongly Agree Agree Neutral Disagre e Strongly Disagree

6. Mobile Banking is Secure than Conventional Banking? Strongly Agree Agree Neutral Disagre e Strongly Disagree

7. Mobile Banking is Reliable than Conventional Banking? Strongly Agree Agree Neutral Disagre e Strongly Disagree

8. Mobile Banking is Tangible than Conventional Banking? Strongly Agree Agree Neutral Disagre e Strongly Disagree

9. The System, Network etc. for Mobile Banking is available than Conventional Banking? Strongly Agree Neutral Disagre Strongly

Agree

Disagree

10. Mobile Banking has better Problem Handling capability than Conventional Banking? Strongly Agree Agree Neutral full Disagre e filled my Strongly Disagree expectation Strongly Disagree than

11. Mobile Banking have Conventional Banking? Strongly Agree 12. Agree

Neutral

Disagr ee

Are you overall satisfied? Satisfi ed Neutr al Dissatisfi ed Highly Dissatisfied

Highly Satisfied

13. Reasons behind your dissatisfaction? (Choose As many as you think) a. Services are not Enough b. High Cost c. Error in Network d. Low Safety e. No compensation on SIM loss f. Difficult to understand g. Not Reliable in providing services h. Other (Please Specify)............................................................................................... 14. Any Comment regarding Mobile Banking in Bangladesh, Please write down: .......................................................................................................................... .......................................................................................................................... .......................................................................................................................... .............................................................................. Thank YOU