For Office Use Only.

Dear Respondent , Greetings for the day ! This questionnaire is a part of a research project on The effect of the internet banking on customer loyalty. We would like you to kindly take part in filling up the questionnaire. We assure you that your information and feedback will remain confidential and that, this research project is purely for academic purpose. Thank you very much for participating. Answer the questionnaire on the basis of Likert scale given below.
SD= Strongly Disagree D= Disagree N= Neutral A= Agree SA= Strongly Agree

SECTION A: Research Variables

Code B1. User Interface SD D N A SA

UIF1 UIF2 UIF3 UIF4 UIF5 UIF6 UIF7

Code

Overall Reaction to the software is wonderful Reading characters on the website is easy Organization of information at the website is very clear Learning to operate the system is easy Help messages on the screen are helpful System speed is fast enough Correcting my mistakes is difficult B2.Responsiveness The respond from e-Banking to their customers is faster. I got confirmation in every transaction/order by e-mail E-Banking gives prompt service I got the convenience service from e-Banking B3.Fulfilment The information from e-Banking matches with what I need The information presented by e-Banking is accurate The links that provided by e-Banking is correct The response e-mail from e-Banking is accurate There are privacy policies in e-Banking There are guarantees of e-Banking e-Banking gives breadth and depth to Customer service

1 1 1 1 1 1 1

2 2 2 2 2 2 2

3 3 3 3 3 3 3

4 4 4 4 4 4 4

5 5 5 5 5 5 5

UIF1 UIF2 UIF3 UIF4 Code UIF1 UIF2 UIF3 UIF4 UIF5 UIF6 UIF7

1 1 1 1

2 2 2 2

3 3 3 3

4 4 4 4

5 5 5 5

1 1 1 1 1 1 1

2 2 2 2 2 2 2

3 3 3 3 3 3 3

4 4 4 4 4 4 4

5 5 5 5 5 5 5

UNIVERSITY BUSINESS SCHOOL, Panjab University Chandigarh

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For Office Use Only.

Code B4.Security UIF1 I feel safe when using e-Banking. UIF2 I use e-Banking because the website clarifies its privacy policy about my private information. UIF3 Internet hackers (criminals) may not take control of my account if I use e-Banking UIF4 Servers perform well and it's impossible that I lose my transaction. UIF5 The website has adequate security features. Code B5.Customer Satisfaction UIF1 e- Banking is exactly what I need. UIF2 I am satisfied with my most recent decision of purchasing by e-Banking UIF3 I have truly enjoyed e-Banking UIF4 Overall, my satisfaction rating of e-Banking UIF4 I am very satisfied with the service I get each time I use eBanking. UIF5 e-Banking Makes me feel comfortable

1 1 1 1 1

2 2 2 2 2

3 3 3 3 3

4 4 4 4 4

5 5 5 5 5

1 1 1 1 1 1

2 2 2 2 2 2

3 3 3 3 3 3

4 4 4 4 4 4

5 5 5 5 5 5

Code B6.Customer Loyalty

UCL1 UCL2 UCL3 UCL4 UCL5 Ill always use e-banking in all bank activities/transactions Ill ask my family and friends to use e-banking facilities I got many benefits by using e-banking facilities Ill be loyal because its friendly and got what I need Ill be loyal because I trust it and am happy with its service 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5

SECTION B : Respondent Profiles This section intends to get information the respondents demographic background. 1. Gender a) Male b) Female 2. Age
a) 20 24 b) 25 34 c) 35 44 d) 45 55

4. How long have you been using the internet banking? a) <1 year b) 1-2 years c) 2-3 years d) >3 years 5. Education Background ? a) Bachelor Degree b) Master Degree c) Doctoral Degree 6. Which bank do you use for e-Banking? a) SBI b) ICICI c) HDFC d) Citi Bank e) Others please specify
UNIVERSITY BUSINESS SCHOOL, Panjab University Chandigarh Page 2