Dear Respondent, We are conducting a research study of B We will appreciate your cooperation in this regard by filling up the questionnaire

carefully. I assure you that the information provided by you will be kept confidential and will be used for academic purpose only. Please put a tick (_) in appropriate brackets. Q1) In which bank do you have your account? (_) ICICI (_) HDFC (_) SBI

Q2) While opening up the account, were you aware of E-banking services provided by your bank? (_) Yes (_) No (If No, answer question no. 11 directly). Q3) if answer to question no.2 is YES, which of the following E-banking services ismyou aware of? (_) Internet Banking (_) Mobile Banking (_) Phone Bank (_) One Line Banking (_) Debit Card Q4) Are you availing E-banking services? (_) Yes (_) No Q5) How convenient you find accessing your bank online? (_) Easy (_) Normal (_) Difficult Q6) if answer to question no.4 is yes, how frequently do you use each of the following services? FACTORS Once in once in once in Once in Infrequently a day a week a a month fortnight A Internet Banking B Mobile Banking C Phone Banking D One Line Banking E Debit Card

Q7) Rank the feature which you like while considering HDFC and ICICI bank? Features Rank (1-12) A C D E F G H I J K L M Net Banking Net Banking Credit Card Online One view Insta Alerts Mobile Banking ATM Phone banking I Mobile TV Banking IVR Banking I-Zone

Q8) Which of the following factors influence you the most to use E-banking services? Factors Strongly More than Average Less than Not at average Average all All time availability Ease of use

A B C Nearness

D Security E Direct access F Friends/ Relatives G Status symbol [114] Q9) To what extent are you satisfied with your Banks E-banking services? _ Highly Satisfied _ Satisfied _ Neutral _ Dissatisfied _ Highly Dissatisfied Q10) Which of the following benefits accrue to you, while using E-banking services? _ Time Saving _ Inexpensive _ Easy Processing _ Easy Fund Transfer _ Any Other________________ Q11) Kindly rate the following reasons enlisted for not using the E-banking services? Factors Highly important More than average Average Less than average Least important A No need( Satisfied with traditional banking) B It seems like a botheration C Insecurity D No access to internet/mobile E Lack of operational knowledge F Hidden costs Any other, please specify__________________________________________ Q12) Rate the following statements with regards to potential problems identified in Ebanking

services? Factors Highly considered Major Average Minor Ignorable A Time consuming B Security Issue C ATM out of order D Amount debited but not withdrawn [115] E Internet Connectivity Issue F Password forgotten G Card misplaced/Misused H Difficulty in Claiming False transactions Q13) If you use, rate your online banking facility on the following criteria using a scale of 1 to 5 (where 1 is very dissatisfied and 5 is very satisfied) Factors 1 2 3 4 5 A Quality of information B Quality and Quantity of content C Security of personal information Q14) If answer to question no.2 is NO, even if you are not aware about E Banking services then would you like to have information about this or would you like to get information from the bank itself? _ YES _ NO Q15) Would you like to use E Banking services after getting the required knowledge about the services offered by the banks? _ YES _ NO Q16) What other services you would like to have through E-banking? [116]

Personal detailsName: - _________________________________________ 1. Gender _ Male _ Female 2. Age Group _ Below 21 Years, _ 21 years 30 years, _ 31 years 40 years, _ 41 years 50 years, _ Above 50 years 3. Occupation _ Govt. Job _ Private Job _ Business _Other (specify) ___________ 4. Income Group (Per month) _ below 10,000/- _ 10,001 25,000/_ 25,001 50,000/- _ More than 50,000/-