CUSTOMERS QUESTIONNARIES:

1. Age of the customer:

a. Less than 20 ( )
b. 20-30 ( )
c. 30-40 ( )
d. 40& above ( )

2. Occupation of the customers:

a. Professional ( )
b. Businessmen ( )
c. Others ( )

3. Gender of the customer:

a. Male ( ) b. Female ( )

4. Marital status of the customer:

a. Married ( ) b. Unmarried ( )

5. Monthly Income of the customer:

a. Below 10000 ( )
b. 10000-15000 ( )
c. 15000-20000 ( )
d. 20000 above ( )

6. Do you know about the Internet Banking?

a. Yes ( )
b. No ( )

7. Do you make use of Internet banking?

a. Yes ( )
b. No ( )
8. Is Online banking is cost saving?
a. Yes ( )
b. No ( )

9. Do you think the entire process is complex?

a. Yes ( )
b. No ( )

10. Is an Internet banking carryout transaction is easy?

a. Yes ( )
b. No( )

11. Do you think Online banking information is secure?

a. Yes ( )
b. No ( )

12. Are you inhibited the security of sensitive information?

a. Yes ( )
b. No ( )

13. Is an online demo for initiation is a roadblock?

a. Yes ( )
b. No ( )

14. Do you know the difference between NEFT & RTGS?

a. Yes ( )
b. No ( )

15. Do you think that human contact is important for banking relation?
a. Yes ( )
b. No ( )
16. Are you satisfied with internet banking?
a. Yes ( )
b. No ( )

17. It is quite convenient as we can easily transfer our funds through internet banking?
a. Yes ( )
b. No ( )

18. Online banking provide password security?

a. Yes ( )
b. No ( )

19. Do you have internet facilities to access the internet banking?

a. Yes ( )
b. No ( )
20. Do you trust banks that only operate online?
a. Yes ( )
b. No ( )

21. Do you trust the security of online banking services?

a. Yes ( )
b. No ( )
22. Is internet banking giving fast response?
a. Yes ( )
b. No ( )

23. What is your opinion about internet banking?

a. Safe ( )
b. Not safe ( )
24. Which type of account do you have?
a. Saving bank a/c ( )
b. Current a/c ( )
c. Fixed deposit a/c ( )
d. Recurring deposit a/c ( )

25. How frequently do you use the Internet banking facilities?

a. Once in a week ( )
b. Once in a 15 days ( )
c. Once in a Month ( )
d. More frequently ( )

26. Time consuming for internet banking?

a. 1 hour ( )
b. 2 hours ( )
c. 3 hours ( )
d. 3 & above ( )

27. How many times do you faced with the server problem?
a. Once in a year ( )
b. 5 times in a year( )
c. 10 times in a year ( )
d. 10 & above times in a year ( )

28. Which online banking operations do you use the most?

a. Pay bills
b. Open an account
c. Fund transfer
d. Investments
e. Savings
f. Insurance
 g. Loans and mortgages

29. Which system will provide more comfort to customers?

a. Internet banking system
i. Yes ( )
ii. No ( )
b. Traditional banking system-
i. Yes ( )
ii. No ( )

30. Which kind of services, users want?

a. More services to be available online
i. Yes ( )
ii. No ( )
b. Better & faster customer support channels
i. Yes ( )
ii. No ( )
c. Innovative & intuitive interface
i. Yes ( )
ii. No ( )

31. Reasons for not transacting through internet?

a. Non availability of PC
i. Yes ( )
ii. No ( )
b. Internet charges
i. Yes ( )
ii. No ( )
c. Mobile availability
i. Yes ( )
ii. No ( )
32. What are the 2 main disadvantages of online banking?
a. Overall difficulty of using online banking system
i. Yes ( )
ii. No ( )
b. Limited service
i. Yes ( )
ii. No ( )
c. Dependence on internet service
i. Yes ( )
ii. No ( )
d. Unreliable
i. Yes ( )
ii. No ( )
33. What are the main 2 disadvantages of visiting bank branch?
a. Waiting
i. Yes ( )
ii. No ( )
b. Distance
i. Yes ( )
ii. No ( )
c. Operating times
i. Yes ( )
ii. No ( )
d. Quality of service
i. Yes ( )
ii. No ( )

34. Reasons for not using online banking services?

a. Do not have internet at home
 i. Yes ( )
ii. No ( )
b. I prefer to have personal human relation
i. Yes ( )
ii. No ( )
c. Find process to difficult
i. Yes ( )
ii. No ( )
d. Dont trust internet services when it comes to managing my money
i. Yes ( )
ii. No ( )

35. Online account is _______to open & ________to operate

a. Simple & easy
b. Difficult & impossible
c. Both
d. None of above

36. I am able to get my banks internet banking website quickly?

a. Strongly disagree ( )
b. Disagree ( )
c. Neutral ( )
d. Agree ( )
e. Strongly disagree ( )

37. My bank is easily accessible by phone?

a. Strongly disagree ( )
b. Disagree ( )
c. Neutral ( )
d. Agree ( )
e. Strongly disagree ( )
38. Which category of the banks do you consider as most technologically advanced?
a. Public sector bank
i. Yes ( )
ii. No ( )
b. Private sector bank
i. Yes ( )
ii. No ( )