A STUDY ON CUSTOMER SATISFACTION ON MOBILE BANKING

Questionnaire

Dear respondent , please lend me few minutes for filling this questionnaire.It is strictly for academic
purpose and threfore all information provided shall be treated with maximum caution and confidentiality.
All personal data provided shall be trated collectively and not on personal levels.

Personal Profile:-

Name of the Responden:

1.Age:

2.Gender: Male/Female

3.Marital Status:

4.Education: No Formal Education/Primary School/High School/PUC/Graduation/Post

Graduation/Beyond

5.Occupation:

6.Are you aware about Mobile Banking Services offered by Bank ? [ ]

a. Yes
b. No

7. Reason for using Mobile Banking services offered by Bank ? [ ]

a. Services are safe
b. Mobile Banking provides any where bill payment Options
c. Mobile Banking Provides Stop Payment for Cheques
d. Mobile Banking Money Transfer Facility

8. Reasons for Not Using Mobile Banking Services offered by Bank ? [ ]

a. Not Aware about the services
b. Don’t think Mobile Banking Services are secure
c. Other reasons

9. What do you think about the Balance Enquiry Facility Provided by Mobile
Banking System ? [ ]
a. Good
b. Average
c. Poor

10. What do you think about the bill payment services offered by Bank through Mobile Banking System ?
a. Good [ ]
b. Average
c. Poor
11. What do you think about the Money transfer facility offered by Mobile Banking
system of Bank ? [ ]
a. Good
b. Average
c. Poor

12. Do you think mobile banking system is safe ? [ ]

a. Yes
b. No

13. Rate the overall satisfaction with Mobile Banking System of Bank ? [ ]
a. Highly Satisfactory
b. Satisfactory
c. Average
d. Dissatisfactory
e. Highly Dissatisfactory

14. Which type of mobile technology is used? [ ]

a. SMS
b. Web Browsing
c. Smart Phone Application

15. Mobile Banking service available for all types of account? [ ]

a. Fixed Deposit
b. Saving Deposit
c. Recurring Deposit
d. Current Account

16. Does your bank have lot of documentation process? [ ]

a. Yes
b. No

(Signature of the Respondent)

Thank you for Responding