Potential Determinants of The Use of Internet Banking

1. Question 1.

What is your gender ?

Male

Female

2. Question 2.

How old are you ?

18-22

23-27

27+

3. Question 3.

What are you studying ?

Undergraduate - Full Time

Undergraduate - Part Time

Postgraduate - Full Time

Postgraduate - Part Time

Short-time course

4. Question 4.

Do you have a part-time job ?

Yes

No

5. Question 5.

Do you have any working experience ?

Yes

No

6. Question 6.

Do you have a bank account?

Yes

No

7. Question 7.

Do you have a computer at home?

Yes

No

8. Question 8.

Do you use Internet Banking?

Yes

No

9. Question 9.

How often do you use Internet Banking?

Daily

Once a week

More than once a week

Once a month

10. Question 10.

Which service of Internet Banking do you use the most ?

Checking balance

Make an online payment

Transfer money from one bank account to another

Activate a new card

Live help

11. Question 11.

What do you take into account when deciding whether you want to use Internet Banking? Rank on the scale from 1 to 7 with 1 is the most important factor and 7 is the least important factor.

1 of 7 - Safety. Select to start reordering

Safety

2 of 7 - Speed of access. Select to start reordering

Speed of access

3 of 7 - Convenience. Select to start reordering

Convenience

4 of 7 - Cost. Select to start reordering

Cost

5 of 7 - Accuracy of information. Select to start reordering

Accuracy of information

6 of 7 - Multiple services. Select to start reordering

Multiple services

7 of 7 - Ease of use. Select to start reordering

Ease of use

Reset order

12. Question 12.

What would make you stop using Internet Banking? Rank on scale from 1 to 4 with 1 is the most important factor and 4 is the least important factor

1 of 4 - Fraud online transactions. Select to start reordering

Fraud online transactions

2 of 4 - The website provides false information. Select to start reordering

The website provides false information

3 of 4 - The Internet access to the website is too slow. Select to start reordering

The Internet access to the website is too slow

4 of 4 - The language used on the website is too vague. Select to start reordering

The language used on the website is too vague

Reset order

13. Question 13.

Would you change your bank if it no longer offers Internet Banking?

Yes

No

14. Question 14.

Would you use a bank if it offers Internet Banking only?

Yes

No

15. Question 15.

What kind of devices do you have to use to access the Internet Banking?

User name and password

A small electronic device ( security token )

Answer a security question

Two or all of the above

None of them

16. Question 16.

Do you prefer using Internet Banking to going to a "brick and mortar" bank?

Yes

No

17. Question 17.

In comparison to other e-banking services, which one do you like most? Please rank on the scale from 1 to 4

1 of 4 - Internet Banking. Select to start reordering

Internet Banking

2 of 4 - Telephone Banking. Select to start reordering

Telephone Banking

3 of 4 - PC Banking. Select to start reordering

PC Banking

4 of 4 - Mobile Banking. Select to start reordering

Mobile Banking

Reset order

18. Question 18.

Overall are you satisfied with the Internet banking service provided by your bank ?

Very satisfied

Fairly satisfied

Neutral

Fairly unsatisfied

Very unsatisfied

19. Question 19.

Does the current Internet Banking service make you wish to switch to another bank ?

Yes

No

20. Question 20.

If your answer to question 19 is Yes, what is the main reason ?

Slow speed of access

Low level of security

Limited service rang

Poor web design

Low level of customer support service