HO POLYTECHNIC

FACULTY OF BUSINESS AND MANAGEMENT STUDIES

DEPARTMENT OF MARKETING
CHALLENGES IN THE USE OF MOBILE BANKING AMONG CUSTOMERS OF GHANA
COMMERCIAL BANK LTD, HO POLYTECHNIC BRANCH
Research Questionnaire
This research is strictly for academic purpose. The information provided shall be treated with
utmost confidentiality.
Please Tick As Applicable
A. SOCIO-DEMOGRAPHIC DATA
1. Gender

[1] Male

[2] Female

2. Age

[1] 20-29
[4] 50-59
[2] 30-39
[5] 60 and above
[3] 40-49
3. Level of Education [1] JHS
[4] Bachelors Degree
[2] SHS
[5] Masters Degree
[3] Diploma
[6] PHD
B. GENERAL INFORMATION
4. Do you use the mobile phone banking services provided by the bank?
[1] Yes
[2] No
5. How long have you been using mobile phone banking services?
[1] Less than 6 months
[3] 5 years and above
[2] 1-5 years
6. Are you satisfied with the mobile phone banking services provided by the bank?
[1] Highly dissatisfied
[4] Satisfied
[2] Dissatisfied
[5] Highly satisfied
[3] Neutral
7. Which of the following factors influence you most to subscribe to the banks mobile
phone banking service? ((Use 1 to 4 to rank; 1 is least important and 4, most
important).
No
a
b
c
d

Factors
Faster account balance enquiry
Update and receiving of transaction alerts
Easy payment of bills
Buying of airtime

Rank

8. Indicate your level of agreement to the following challenges of adopting mobile phone
banking services.
1 = Strongly disagree

2 = Disagree 3 = Uncertain

4 = Agree

5 = Strongly agree
SN

Factors

Cannot do any transaction when network is

down or unavailable.

Some services are not on the mobile phone

banking platform

Banks do not accept liability in case of loss

or fraud

High service charges dissuade customers

from adopting mobile phone banking

Difficulty in accessing of account

Account not protected in case you lost your

phone