QUESTIONNAIRE (DRAFT)

22nd September, 2016

Dear Respondent,
Thank you for your willingness to participate in this survey. Your responses will help to
identify the internet banking habits of its customers, and the opportunity to enhance the
understanding of customer needs. This is purely an academic exercise intended to examine
the internet banking environment.
The following questionnaire will take approximately 15-20 minutes to complete, and all
information collected will be treated as private and confidential in accordance with current
privacy legislations. The survey does not request your name, email address or postal address
and will be evaluated without bias or discrimination.
Participation is purely voluntary, but we encourage you to participate as it will provide
important information on the needs and interest of todays customers with regards to internet
banking services. Should there be any dissatisfaction or discomfort caused by the manner that
this study is conducted, you may request that the questionnaire collected be deemed null and
void.
Your contribution is much appreciated.

Sincerely,

_______________
(Name

(Email

(Lecturer Name

(Lecturer Email

Part I: Please check the best answer which is suited to you, question 3 can have more
than one answer

1.

Gender:
Male

Female

2.

Other

Age:

20 25

26-30

31-40

41-50

51-60

3. Education Level:
Primary School

High School

Postgraduate Degree

Foundation/Diploma

Bachelor Degree

Others

4. Race
Malay

5.

Chinese

India

Others

Marital status:

Single

6.

Married

Divorced

Widow/er

My decision to use internet banking was mainly influenced by:

Friends

7.

Colleague

Family Yourself

Annual Income:

Below $25,000

$25,000 to $49,000

$50,000 to $75,000

Above $75,000

8. Which banking services have you mostly used? (Please select one only)
Hong Leong Bank

OCBC Bank

HSBC Bank

Standard Chartered Bank

9. Internet Usage
Daily

Few times a week

Once a week

Once a month

Rarely

10. I Prefer Human Contact for banking relation

Yes

11.

No

The main reason that I typically visit my bank branch for

To make a deposit
To get advice for investment options
To inquire about a balance
To withdraw cash

Never

Other (

12. The main reason I prefer internet banking

Convenience
To save time
24-hour access to accounts
Other (
)
13.

service

The main reason I dont use Internet Banking

Never heard of Internet banking

Concerned about security
Haven't taken time to open an account
Don't see any real value in having this type of account
Seems too complicated to use
Others (
)

Part II: For each statement, please check whether you Strongly Agree, Agree, Neutral,
Disagree or Strongly Disagree:

14. The internet banking services my bank offers.

No.

Statements

Strongly

Disagree

Neutral

Agree

Strongly

Disagree

Agree

i.

Calculate loan payment

ii.

information
Download personal bank

iii.

transaction activity
Check balances on-line

iv.

Apply for consumer loans or

v.

credit cards online

Inter-account transfers

vi.

On-line bill payments

15. The features I mostly use Internet Banking for.

No.

Statements

Strongly

Disagree

Neutral

Agree

Strongly

Disagree

Agree

i.

Bill payment

ii.

E-alerts.

iii.

Wire Transfer

iv.

Stop Payment

v.

Balance Inquiry

Retrieving Bank Statement

vi.

16. I get encouragement to use internet banking services from

No.

Statements

Strongly

Disagree

Neutral

Agree

Strongly

Disagree

Agree

i.

Rewards (discounted fees for

ii.

certain services)
Simpler/clearer service

iii.

Higher security

iv.

Phone aid when setting up

v.

Free transactions

vi.

The responsiveness of internet

vii.

banking excellent
Immediate assistance similarly

Strongly

Disagree

Neutral

from the bank when using

internet banking

17. Perceived Risk for Users

No.

Statements

Agree

Strongly

Disagree
i.

I am afraid to use internet

Agree

banking services because other

people might try to access my
ii.

account
If my account gets hacked, and
an identified user uses my
name to perform transactions,
I fear might lose my status in a

iii.

social group.
Online transaction errors make
me nervous; as I am scared my
bank will not compensate me

18. Perceived Ease of Use (PEOU) as a user

No.

Statements

Strongly

Disagree

Neutral

Agree

Strongly

Disagree
i.

I prefer having a

Agree

representative to engage in
ii.

basic task
I find it easy to use
Internet banking for the

iii.

purpose I want it to do
I find the Internet banking
system of my bank is

iv.

flexible to interact with

I have a high level of
expertise on internet

v.

banking usage
The information is
effective in helping me
complete the tasks and

vi.

scenarios
The interface of this

vii.

system is pleasant
This system has all the

functions and capabilities I

viii.

expect it to have
How would you rate the
awareness of internet
banking?

19. Perceived Usefulness (PU)

No.

Statements

Strongly

Disagree

Neutral

Agree

Strongly

Disagree
i.

Using internet banking

Agree

enables me to accomplish
my banking activities more
ii.

quickly.
Using internet banking
supports the critical
aspects (e.g. Accuracy,
speed and security) of my

iii.

banking activities.
Using internet banking
enables me to accomplish
more banking activities in
a same period of time than
would otherwise be

iv.

possible.
Using internet banking
increases my productivity
(efficiency) in conducting

v.

my banking activities.
Using internet banking
makes it easier to conduct
my banking activities.

20. Cultural Impact on User behaviour

No.

Statements

Strongly

Disagree

Neutral

Agree

Strongly

Disagree

Agree

i.

Exchanging gifts or favours is

ii.

necessary to succeed.
It is encouraging to see a man

in higher position instead of a

iii.

woman
Individual goals are more

iv.

important than group success

It is necessary to have

structure and rules in detail so

that individuals know what is
v.

expected from them

Employees should blindly
follow their managers
decision

21.

Reuse Intentions (RUINT)

No.

Statements

Strongly

Disagree

Neutral

Agree

Strongly

Disagree
i.

I intend to use Internet

Agree

banking again in the next 12

ii.

months.
I see myself using Internet
banking again in the next 12
months.

22. Continuance Intentions (CONINT)

No.

Statements

Strongly

Disagree

Neutral

Agree

Strongly

Disagree
i.

I intend to keep using

Agree

internet banking in the

ii.

future.
I intend to continue using
internet banking in the

iii.

future.
I expect my use of internet
banking to continue in the

iv.

future.
I am interested in new
services provided by my
internet banking service

v.

provider (i.e. My bank).

In the future I intend to
increase my use of internet
banking services.

23. Adoption Intentions (ADOINT)

No.

Statements

Strongly

Disagree

Neutral

Agree

Strongly

Disagree
i.

I intend to use internet

Agree

banking in the next 12

ii.

months.
Using internet banking is
something I plan to do in

iii.

the next 12 months.

I see myself using internet
banking in the next 12
months.

24. Customer Satisfaction Level

No.

Statements

Strongly

Disagree

Neutral

Agree

Strongly

Disagree

Agree

i.

Service representatives are

ii.

well-trained/ professional
Service representatives

listen to my problems
iii.

patiently
Service representatives
handle internet banking

iv.

problems well
Service representatives
respond to my inquiries in

v.

timely manner
I feel confident contacting
the customer service of my
bank

25. Service Quality

No.

Statements

i.

My banks internet

Strongly

Disagree

Neutral

Agree

Strongly

Disagree

Agree

banking services are the

ii.

best
The quality of services is

iii.

as I had expected
I am satisfied with the

decision to choose this

iv.

bank
I will recommend this
bank to my friends/
colleagues