Customer Perception Towards E-Banking Services Provided by Commercial

Banks of Kathmandu Valley

Questionnaire
Dear Respondent,
Namaste! I am Prajwal Karki, a student of Ace Institute of Management (MBA-Trim III),
conducting a survey to access the information on “Customer Perception Towards E-Banking
Services Provided by Commercial Banks of Kathmandu Valley.”
I would like to express my gratitude towards you as one of my respondents for this research.
I want to assure that every information’s provided by you will be treated highly confidential and
used for academic purpose only.
Sincerely,
----------------------

Mr. Prajwalkarki
Ace Institute of Management
Cell no: +9779843702207
E-mail: prajwalkaarki.2053@gmail.com
Section A: Personal Information
Please select among the best alternative and write the number down in the box aside.
Q1. Your gender:
Male ………………………………………………...1
Female ………………………………………………2

Q2. Your age in years–

Below 20 …………………………………………. 1
20-30 ……………………………..………………..2
30-40……………………………………………… 3
40 and above ..........……………………………..…4

Q3. Your marital status

Single………………………………………………………1
Married……………………………………………………..2

Q4. Your educational level of attainment

+2 or below……………………………..……. ……..1
Bachelor degree ………………………………………2
Master degree ..........…………………………………..3

Q5. Your employment status (please check out the most engaged one)
Employee ………………………………………. 1
Businessman …………. ……………..………….2
Retired ……………………………………… …..3
Student ………………………………………. ….4
Section B: Customer Perception
Q6: Number of banks in which you have your account
One ………………………………..1
Two ………………………………..2
Three ………………………………3
Four or more……………………..4

Q7: Which E-Banking services do you use the most? ( you can choose more than one)
1. Internet Banking………………………………..
2. ATM…………………………………………
3. Mobile banking………………………………
4. Smart cards…………………………………….
5. E-cheque……………………………………….
6. Demat facility……………………………………

Q8: For what purpose do you use E-Banking?

Personal…………………………………1
Business/profession…………………….. 2
Both……………………………………….3

Q9: How often do you use E-Banking services?

Daily……………………………………1
Weekly…………………………………2
Often…………………………………….3
When required………………………4
Q10: Are you satisfied with the E-banking services provided by commercial banks?
Yes…………………………………….1
No……………………………………….2

Q11: How do you perceive following factors after using the services of E-banking. Please tick
the following factors according to your perception towards the factors.
SN Factors Strongl Agre Neutral Disagre Strongly
y agree e e disagree
1 E-banking helps to save your time
2 E-banking is less costly than other
banking services
3 I get information about E-banking
transaction in my account details
4 E-banking is trust worthy
5 E-banking eliminates risk of carrying
cash
6 E-banking helps to transfer money
easily
7 E-banking helps to do banking
transaction from anywhere at anytime
8 The personal data that are entered in
E-banking is secured
Q.12 Please rank the E-banking services provided by the commercial bank, with 1 being your
most preferred service and 6 being your least.
1. Internet Banking………………………………..
2. ATM…………………………………………
3. Mobile banking………………………………
4. Smart cards…………………………………….
5. E-cheque……………………………………….
6. Demat facility……………………………………