MEASURING CUSTOMER SATISFACTION OF INTERNET BANKING

QUESTIONNAIRE
A STUDY ON “MEASURING CUSTOMER SATISFACTION OF INTERNET
BANKING” WITH REFERENCE TO INDIAN OVERSEAS BANK
Dear sir/madam,
We are doing a study on customer satisfaction at Indian
overseas bank for the requirement of awarding the degree of BBA. Please fill in
this questionnaire and the data furnished by you will be kept strictly confidential
and will be used only for our academic study.
Thanking You
PERSONNEL INFORMATION
 NAME OF RESPONDENT:
 AGE GROUP:
(a) 20-30 (c) 30-40
(b) 40-50 (d) 50 ABOVE
 GENDER :
(a) MALE (b) FEMALE
 MARITAL STATUS:
(a) MARRIED (b) SINGLE
 EDUCATION QUCATIFICATON
(a) SSLC (b) PLUS TWO
(c)U.G (d) P.G
(e) Diploma (f) Other
 MONTHLY INCOME
(a)Less-than 10000 (b) 10001-15000
(c) 15001-20000 (d) More-than 20001
 OCCUPUTION
(a) Student (b) Self-employee
(c) Housewife (d) Business
(e) Retired (f) Service/Professional
(g) Other

VIGYAAN COLLEGE OF APPLIED SCIENCE

MEASURING CUSTOMER SATISFACTION OF INTERNET BANKING

RESEARCH QUESTIONS

1. How long you have a bank account?

a) Less-than1year b) 1year – 5 years
c) 5years – 10years d) More-than 10 years
2. What are the different type of accounts you maintain in your bank?
a) Saving bank a/c
b) Current bank a/c
c) Loan
d) Fixed deposit
e) Recurring deposit
f) other
3. Are you aware of Internet banking?
a) Yes b) No
4. Do you use Internet Banking?
a) Yes b) No
5. If “yes”, which transaction you have made?
a) Fund transfer
b) balance enquiry
c) Mine statement
d) Statement of a/c
e) Tax payment
6. If “no”, then what is the reason for not using internet banking facility?
a) Lack of information
b) Confusing
c) Fear of security
d) other
7. Do you avail the service of ATM's? If yes, how do you use them in a
month?
a) Very frequently b) Frequently
c) Occasionally d) rarely
e) Very rarely

VIGYAAN COLLEGE OF APPLIED SCIENCE

MEASURING CUSTOMER SATISFACTION OF INTERNET BANKING

8. How often do you avail internet banking services?

a) Very frequently b) Frequently
c) Occasionally d) rarely
e) Very rarely
9. How do you access your internet banking services?
a) Home PC c) Office PC
b) Cybercafe d) other
10. How long have you been availing internet banking services?
a) Less-than1year b) 1year – 3 years
c) 3 years – 5 years d) More-than 5 years
11. Which of the following services used do you use?(You can tick more than
1)
a) On-line payment and purchase
b) Business activity
c) Share margin trading Account
d) Apply for consumer loan or credit card
e) Other
12. Using the on-line banking systems would improve my performance in
conducting banking transactions
a) Highly satisfied b) satisfied
b) Neutral d) Dissatisfied
c) Highly Dissatisfied
13. Mention the satisfaction level about the secured information send
through your personal mobile.
a) Highly satisfied b) satisfied
c) Neutral d) Dissatisfied
e) Highly Dissatisfied
14. Mention the satisfaction about the security of internet banking
technology?
a) Highly satisfied b) satisfied
c) Neutral d) Dissatisfied
e) Highly Dissatisfied

VIGYAAN COLLEGE OF APPLIED SCIENCE

MEASURING CUSTOMER SATISFACTION OF INTERNET BANKING

15. Mention your reason for dis- satisfaction in the internet banking service?
a) Security reason
b) Unable to do cash transaction
c) Other (please specify) ________________
16. Customer satisfaction toward employee behaviour
a) Highly Dissatisfied b) Dissatisfied
c) Neutral d) Satisfied
e) Highly Satisfied
17. What are the most important reasons you opened an internet bank a/c?
(You can tick more than 1)
a) Convenience(24 hour service, anywhere connectivity)
b) Cheaper(low service change)
c) Time saving
d) Effective
e) Safe & secure to use
f) Easy to maintain your banking transaction
18. What do you think of the facilities offered by the bank for internet
banking?
a) Excellent b) very good
c) Good d) Average
e) Poor
19. Based on your satisfaction level, will you recommend this service to your
friends/ relatives?
a) Yes b) No
20. What is your overall opinion about internet banking?
a) Excellent b) very good
c) Good d) Average
e) Poor
21. Give your suggestion for internet banking?
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VIGYAAN COLLEGE OF APPLIED SCIENCE