Interviewee name :

Interviewee for position of :

Date of interview:

Interview start and end times:

At the first I would like to welcome MR/ ,

In this interview MR/.. , I want to ask you some questions related to my graduation project , the topic
of my graduation project is impact of e-banking service quality on customer satisfaction specially about
internet security, ease of use and accuracy of information.

Our interview include 10 questions about my graduation project and will take 60 minute which is each
question need 10 minutes to answer and you can talk about yourself in 10 minute to describe your job
and your bank website about security , trust and ease of use.

Questionnaire

o In this questionnaire attempt to know the relationship between consumer motivation toward e-
banking.

o Time for filling questionnaire: 5 minutes.

o Confidentiality: All information will be confidential.

Q1: Can you describe your job ?

Interviewee answer :

Account Representative processing all new account transactions, Maintaining customer accounts and
files Assisting clients with internet banking access, Referring clients to appropriate staff for inquiries or
other services Processing wire transfers , and Preparing Account reports
Q2: What are the types of online bank your bank provide ?

Interviewee answer :

Financial services related with bank operations such as bill paying, made many types of loans, checking
and saving account, fund transfer and guarantee letters.

Information services we inform our customers any newly information needed, consulting service and
brokerage services.

Q3: Are there relationship between bank use of e-banking and increase number of customers?

Interviewee answer :

Certainly, online bank product attract many customers because it save time and effort, also online
service raise our bank value.

Q4: What measures would be put in place to ensure privacy and confidentially?

Interviewee answer :

Bank use security software that helping customer to be more confident about his information and bank
committed with legal rule and code of ethics, also we provide accurate transactions with customers
through checking any errors of interface and website content in daily manner.

Q5: What are the most important reasons you opened an Internet bank account?

Interviewee answer :

For satisfy our customers need , maintain our current customers , attract new customer and to gain
from competitive advantages against our competitors.

Q6: What are factors that your bank concerning about your online service quality?

Interviewee answer :

Key factors such as customer service quality such as responsiveness and access , online system quality
like ease of use and accuracy and banking service quality such as product variety and diverse features.
Q7: Which customer verification system will be used ?

A) Electronic signatures
B) Password
C) Pincode

Q8: How would the bank provide information about the service it offers?

Interviewee answer :

Bank provide information about services it offers by many ways direct

Q9: Are your bank website has the speed of response and easy navigation of the online system?

Interviewee answer:

speed of response and easy of navigation of the online system are very critical to the success of the
internet banks, customers sometimes complained the websites slow response time it might be caused
by the traffic jam on a certain part of internet or sometimes internet banking customers usually use
particular software to manage their own financial data, if it bank website is not compatible with such
software that customers are using.

Q10: Are your bank suffer from customers complaints from ease of use the bank website ?

Interviewee answer:

Accurate banking transactions over internet become an important factor that determines the
customers perception of on line system quality , sometimes receives some complaints such as when the
customer bill pay they say I havent been able transfer money but I had all money in my account.

Accurate transaction require smooth integration of various component of computer and other
information system (website and online service ).

Also security is very effect on the ease of use banks website, the customer satisfaction would greatly
increase if the bank making every effort to protect customer from online fraudulent.

Q11: in your opinion what are factors that affect on the banking service product quality?

Interviewee answer:I think quality of banking service product derived from product variety consist of
wide range of products such as fund transfer, bill paying and checking account . also diverse product
features such as overdraft protection service and many alternatives of loan duration.

Q12 Could your bank measure customer satisfaction from your online bank services?
Interviewee answer: Sure we should measure the rate of costumers satisfaction because banking
sector in Egypt very competitive environment and online service provide our bank competitive
advantages.

We measure customers satisfaction about online service through frequently of access , ease of use ,
accuracy ,responsiveness, and customers complaints.

Q13: Are there factors that affect on customer satisfaction?

Interviewee answer: Yes such as understanding the customer for bank website, customers coordination
specially to solve problem customers facing from software and information security.

Q14 : why Egyptian people use traditional banks alternatively from online bank ?

I think Egyptian people use traditional bank because they think that traditional bank have more
reliability and responsiveness than online bank, also because custom , level of education and standard of
live.

Q15: Are Traditional banking still remain the best option for our clients?

Yes

NO

May be

.
Personal information

Job

A. Financial Manager B. Assistant

C. Teller D. Account Representative

Gender

A. male B. Female

Nationality

A. Egyptian B. others

Age category

A. 18 25 B. 25 35

C. 35 45 D. 45 yrs and above

Education

A. Secondary and below

B. Diploma

C. Bachelor

D. High studies

Occupation

A. Government sector

B. Private Sector

C. Self-employment

D. Others

Monthly Income in L.E

A. Less than 1000

B. 1000-3000

C. 3000 and above