Date:

SONA SCHOOL OF MANAGEMENT CUSTOMER PERCEPTION OF E-BANKING SERVICES OF INDIAN BANKS

Please answer the following questions based upon your personal perceptions.

Resp No:

TYPE OF BANK BANK'S NAME

PUBLIC

PRIVATE

FOREIGN

GENDER AGE
INCOME LEVEL

Male 20-30 yrs < 1Lakh

Female 30-40 yrs 1-2 Lakh 40-50yrs > 2 Lakh

above 50yrs

1. How would you rate the following factors while selecting e-channels?
Factors

MI

UD

UI

MUI

(i)Convenient accessibility of e-channels (ii)Convenient location of ATMs (iii)Easy availability of e-channels (iv)Low hidden cost for services (v)Number of facilities provided by e-channels (vi)Security risk to use MI- Most Important; I Important; UD- Undefined; UI- Un-Important; MUI- Most Un-Important 2. Which of the following e-channels do you prefer? (Rank according to utility and your preference)

i) ATM ii) ONLINE- BANKING iii) CREDIT CARD iv) SMART CARD v) DEBIT CARD vi) TELE- BANKING vii)MOBILE- BANKING

3. Are you aware about hidden cost levied by e-banks on services provided to you?

Yes

No

THANK YOU FOR YOUR TIME TO COMPLETE THE QUESTIONNAIRE.

Date:

SONA SCHOOL OF MANAGEMENT

Resp No:

4. What are motivational factors encouraging customers to prefer a particular e-channel (Rate accordingly) MOTIVATIONAL FACTORS COST-EFFECTIVE CONVENIENT ACCESSIBILITY PROVIDE ACCURATE INFORMATION PROVIDE EFFICIENT SERVICES PROVIDE SECURITY FOR THREADS TO LOOSE INFORMATION TIME- SAVING SA- Strongly Agree; A- Agree; UD- Un-Defined; DA- Dis- Agree; SDA- Strongly Dis- Agree 5. What is your occupation? SA A UD DA SDA

BUSINESS EMPLOYEE SERVICE SECTOR EMPLOYEE MANUFA SECTOR PROFESSIONALS

6. How would you Rate the hidden service charges (if any) of the following echannels in e-banks?

E-channels ATM Credit Card Debit Card InternetBanking MobileBanking Smart Card Tele- Banking

MR

UD

UR

MUR

MR- Most Reasonable; R-Reasonable; UD-Undefined; UR-Un-Reasonable; MUR- Most Un-reasonable

THANK YOU FOR YOUR TIME TO COMPLETE THE QUESTIONNAIRE.

Date:

SONA SCHOOL OF MANAGEMENT

Resp No:

7. Which type of problem do you generally face while using e-channels? (Please Rank the following from 1to 8 where 1-most higher priority and 8- very least priority)

i) Inadequate knowledge ii) Lack of knowledge regarding use of e-channels iii) Lack of infrastructure iv) Poor network

v) Number of atms are not sufficient vi) Unsuitable location of atms vii) Time consuming viii) No problem at all

8. What the banks should do to make the bank customers aware about echannels of the banks in your opinion? (Please Rank the following from 1to 5 where 1-most higher priority and 5- very least priority)

(i) Conduct more training programme for bank customers (ii)Demo- fares regarding e-channels (iii)Information demo at the counter (iv)More advertisements (v)Personal contact programs 9. (a) How many times do you visit a bank physically for bank transactions in a month in addition to accessing e-channels? (i)Occasionally once (ii)2 to 5 times (iii)6 to 10 times (iv)11 to 15 times (v)More than 15 times a month

(b) For what purpose do you visit your bank physically? (Please Rank the following from 1to 6 where 1-most higher priority and 6- very least priority)

(i)Mega size deposits (ii)for mega-size withdrawals (iii)any other purpose (iv)for getting loans/advances (v)to access lockers (vi)to get information

THANK YOU FOR YOUR TIME TO COMPLETE THE QUESTIONNAIRE.

Date:

SONA SCHOOL OF MANAGEMENT

Resp No:

10. Rate the following statements related to e-channels STATEMENTS (i) E-channels do not ensure privacy (ii) E-channels ensure more transparency (iii) E-channels are creating more confusion for customers (iv) E-channels have bright future in global age (v) E-channels improve the quality of customer service in banks (vi) E-channels are necessary in the competitive, global and new economy of India (vii) E-channels make online purchase of goods and services easier (viii) E-channels are creating more social relations among the bank customers and bank employees (ix) E-channels are fulfilling our all requirements in eage (x) E-banks charge more hidden cost (xi) More formalities are required to get e-channels issued from the bank (xii) Online banking helps to manage transformation in banks more efficiently (xiii) Smart card sometimes creates technical hurdles to make payments SA A UD DA SDA

SA- Strongly Agree; A- Agree; UD- Un-Defined; DA- Dis- Agree; SDA- Strongly Dis- Agree 11. Could you please briefly explain your wishes and any other comments in order to comfortably and securely conduct your online banking?

THANK YOU FOR YOUR TIME TO COMPLETE THE QUESTIONNAIRE.