Questionnaire

I, Md. Mehedul Islam Sabuj, a MBA student of Hajee Mohammad Danesh Science &
Technology University, Dinajpur and doing my internship report on An Analysis of
Customer Satisfaction of Internet Banking of IFIC Bank. Your feedback is very
important in this issue. It will help in meeting its objective and supporting the service
properly. The purpose of this research is purely educational in nature and the identity
and response of the client will be kept confidential. I would like to request you to few
minutes to fill up this questionnaire which would be very helpful for my research
work.

Please think carefully about all your experience and answer the
following questions

How long have you been using the IFIC Bank online service?
a) Less than 2 Years

b) Around 2 Years

c) More than 2 Years

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

SL

Properties

Satisfaction Scale

1
2
3

The Speed of the log in and log out is fast

The transaction process is fast
The problems are sorted out fast
Online banking is hassle free and can be used by almost all
network peripherals
The website gives you assistance if you face
difficulty
The website gives you notice statements and changes in
policies promptly.
The websites content is easily understandable
The website is simple to use and can be easily navigated.
An in-depth knowledge of the internet is not required to use
the banks website.
The transactions are quickly confirmed
The website is running and functioning properly all the time
The website does not freeze when you are using
You can easily download information from the website
without any hassle
The website does not use cookies or any malwares to collect

1
1
1

2
2
2

3
3
3

4
4
4

5
5
5

1
1

2
2

3
3

4
4

5
5

1
1
1

2
2
2

3
3
3

4
4
4

5
5
5

4
5
6
7
8
9
10
11
12
13
14

15
16
17
18
19
20
21
22

information of the user.

Your device was not infected by any virus after you have
used the website
The website does not disclose customer
account details
You can rely that the information you provided will not be
misused
The information given on the website is accurate.
The bank encourages online banking activities and helps
customer by a representative
Pop-ons are blocked when you log in
Online banking is better than manual banking
I prefer to internet banking rather than online banking

1
1
1

2
2
2

3
3
3

4
4
4

5
5
5