Customer questionnaire

IMPACT OF E- BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION

Purpose of the questionnaire: Banking sector has become highly competitive due to the changes in bank’s external
environment including globalization and de-regulation. Banks’ find it hard to compete on price and requires looking at different ways
to retain customers. As customers have become more knowledgeable, it becomes vitally important for banks to contemplate the use of
technology to respond to the constant changing requirements. But current scenario, in India shows that the pace at which technology in
e-banking is growing doesn’t match with the customer usage rate, even after the banks are more interested in adopting new
technology. The banks with the modern technology and newest techniques are more buoyant (successful) while compared to the ones
with the age old techniques. Due to all the improvements in the banking sector, they are able to gain more profitability. Hence, to find
out the solutions to the above problems, the study on “The Impact of E-Banking service quality on customer satisfaction of Some
Selected Banks in Karnataka” has been undertaken

Confidentiality Statement:

 Your responses will be confidential.

 Do not write your name on this questionnaire, so your responses will never be linked to you personally.
 Only the researchers involved in this study will see your responses.

PART A- DEMOGRAPHIC QUESTIONS

Instructions: Please use check mark (✓) against the option that you are choosing. Select only one option.

1. Name of the Bank: ______________________________________

2. Gender: Male ( ) Female ( )

3. Age: 18-25 years 25-35 years ( ) 35-45 years ( ) 45 above ( )

4. No of Years as Customer of the bank: 0-3 years ( ) 6-9 years ( )

3-6 years ( ) More than 9 Years ( )

5. Educational Qualification: Illiterate ( ) Primary and secondary schooling ( )

PUC ( ) Graduation and above ( )

6. Type of account: Savings ( ) Current a/c ( )

FD and RD ( ) Loan a/c ( ) Others ( )

7. Do you use e-banking services: Yes ( ) No ( )

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 Customer questionnaire

PART B – E-BANKING SERVICE QUALITY AND CUSTOMER SATISFACTION

On a scale of Agreement- rank the following statements in relation to

 E-Banking service quality dimensions

 Customer satisfaction derived from E- banking

5= Strongly agree, 4= Agree, 3=Neutral, 2=Disagree, 1=Strongly disagree

Instructions: Circle the number that you relate the most in the table provided below:

Ease_of_use1 Anywhere, anytime banking 1 2 3 4 5

Ease_of_use2 Easy to transact from office, house or while traveling 1 2 3 4 5
Performance1 Convenient way to manage services and finance 1 2 3 4 5
Performance2 Fastest mode of banking transaction 1 2 3 4 5
system_availability1 Relevant and detailed information available in seconds 1 2 3 4 5
system_availability2 Online information of products and services 1 2 3 4 5
Service_security_speed1 Less risk and greater security 1 2 3 4 5
Service_security_speed2 Quick movement of funds 1 2 3 4 5
Transaction_services1 Bring down the cost of banking 1 2 3 4 5
Transaction_services2 Improved service, reduced cost, increased flexibility 1 2 3 4 5
Customer satisfaction1 I am very happy with e-banking services 1 2 3 4 5
Customer satisfaction2 E- banking services increase my interest towards digital banking 1 2 3 4 5
Customer satisfaction3 I feel e-banking service enable safety and security of my accounts 1 2 3 4 5

*******************************************THANKYOU***********************************