QUESTIONNAIRE

Dear survey participant,

This information blank is a part of B.com Final Semester Project which attempts to
find the customer satisfaction and awareness on the mobile banking. The
information sought from you would be kept strictly confidential and would be used
only for research purposes. Kindly co-operate to make this study a success.

Thank you,

QUESTIONNAIRE

Name of the respondent:

Age:

Gender: Male Female

Qualification: Plus2 Graduate Post Graduate

1 Do you own a mobile phone?

Yes No

2 Are you aware of Mobile Banking services of the bank?

Yes No

3 Have you ever used your mobile phone for any financial/banking transactions?

Yes No

4 How you get aware about Mobile banking?

Mass Media Social Media

Word of Mouth Others

5 How frequently you use mobile banking services of the bank?

Daily Once in a week

Once in a month Others

6 Which feature do you like in mobile banking services of the bank?

24*7 services Safety and security

Time saving Effortless

Cost benefit Convenience

7 Which among the following activities do you use in mobile banking?

Fund transfer

Balance enquiry

Bills payment

Online purchases

Exam fees payment

Others

8 Do you think mobile banking applications are cost efficient than traditional
services?

Yes No

9 Do you think M-Banking more convenient for all

Very Somewhat

Not at all Not secure

10 What annoys you while using mobile banking applications?

Network

Time

Others
11 Do you feel reluctant to use mobile banking applications due to fear of cyber
crimes?

Yes No Maybe

12 Does your bank take prompt actions in solving complaints related to net
banking without visiting the branch?

Always

Almost always

Sometimes

Never

13 Would you like to continue mobile banking applications?

Yes No Maybe

14 Based on your satisfaction level will you recommend this service to your
friends or relatives?

Yes No Maybe

15 Mark your response about the following statements

SA-Strongly Agree A-Agree NA-Not Answering D-Disagree SD-Strongly

Disagree

SA A NA D SD

Using mobile banking enables me to utilize the

banking services quicker and enhance effectiveness
The waiting time in M-Banking is short
This system promotes adequate security
Mobile banking is cheaper than traditional banking
Transaction using mobile banking is physically safe
I fear that while making a mobile transaction, the
device will run out