What Is Online Banking?

Online banking allows a user to conduct financial transactions via the Internet. Online banking is
also known as internet banking or web banking.
Online banking offers customers almost every service traditionally available through a local
branch including deposits, transfers, and online bill payments. Virtually every banking
institution has some form of online banking, available both on desktop versions and through
mobile apps.

Questionnaire on Online Banking Services

Based on your experiences as a consumer of online Banking Services, please
provide information on how you perceive the quality of the online banking
services you use in comparison to your expectations.
Section 1: General Questions
1: Gender?
□ Male □ Female

2. Age: ____________________
What is your current employment status? _______________________________
Which income group does your household fall under?
 Less than $20,000
 $21,000 – $30,000
 $31,000 to $40,000
 Above $40,000
2-Do you use internet banking service?
□Yes □ No

3. What banking services do you use which your Internet bank offers?
□ Check balances on-line □ Apply for consumer loans or credit cards online
□ Inter-account transfers □ On-line bill payments □ other________________

4What are the reasons to use internet banking?

□Save time □ 24 hour’s availability
□ Banking transactions are easy □ Transaction cost is cheap

5-How many years of internet banking services do you use?

□ Less than 1 year □ 1-2
 □ 2-3 □ More than 3 years

B: Please rank the following statement with:

5-Strongly Agree; 4-Agree; 3-Neutral; 2-Disagree; 1-Strongly Disagree

Section 2Reliability
1. I am able to get on the site quickly. [ ][ ][ ][ ][ ]
2. The timeline given are accurate. [ ][ ][ ][ ][ ]
3. The site is always available for business. [ ][ ][ ][ ][ ]
4. I have confidence in the bank’s service. [ ][ ][ ][ ][ ]
5. My online transactions are always accurate. [ ][ ][ ][ ][ ]

Reference
Kang, G., and James, J., (2004). Service Quality Dimensions: an examination of Gronoos‟s
service quality model. Managing Service Quality. 14 (4) 266-277
Kothari, C.R. (2004). Research Methodology. Methods and Techniques Second Edition. New
Age International (P) Ltd New Dheli
Kumbhar, V. (2011). Service Quality Perceptions and Customers‟ Satisfaction in Internet
Banking Service: A Case Study of Public and Private Sector Banks. Cyber Literature,
International Online Journal. 4 (2) 21-30

Section 3 Privacy
1. The bank does not misuse my personal information [ ][ ][ ][ ][ ]
2. The web don’t provide information on the bank’s privacy policies. [ ][ ][ ][ ][ ]
3. You can rely on the information’s that you give not being misused? [ ][ ][ ][ ][ ]

4. Do you consider sites recording your activities? [ ][ ][ ][ ][ ]

Reference
Kumbhar, V. (2011). Service Quality Perceptions and Customers‟ Satisfaction in Internet
Banking Service: A Case Study of Public and Private Sector Banks. Cyber Literature,
International Online Journal. 4 (2) 21-30
Li, W., Shi, T., Liao, G. & Yang, S. (2003). Feature extraction and classification of gear faults
using principal component analysis. Journal of Quality in Maintenance Engineering .9, (2),
132-143
Li, Y.N., Tan, K.C and Xie, M. (2002), Measuring web-based service quality. Total Quality
Management, 13 (5), 685-700

Section 4 Service quality

1. The bank responds quickly to my requests. [ ][ ][ ][ ][ ]
2. It is easy to find what I need on the website. [ ][ ][ ][ ][ ]
3. The bank quickly resolves problems I encounter online. [ ][ ][ ][ ][ ]
4. The website is fast. [ ][ ][ ][ ][ ]
5. Using the bank’s website does not require a lot of effort. [ ][ ][ ][ ][ ]

Reference
Santos, J. (2003). E-service Quality: a Model of Virtual Service Quality Dimensions. Managing
Service Quality, 13(3), 230-247
Yang, Z. (2001). Customer perceptions of service quality in internet-based electronic
commerce. Proceedings of the 30th EMAC Conference, Bergen, 8-11. Wolfinbarger, M.F., and
Gilly, M.C (2002). Dimensionalizing, Measuring and Predicting Quality of the E-tail Experience.
Working paper, Marketing Science institute. Cambridge, M.A

Section 5 Security
1. I receive warning messages when the communication is insecure. [ ][ ][ ][ ][ ]
3. The website verifies my identity before processing these requests. [ ][ ][ ][ ][ ]
4. The site does not provide evidence to prove it has sent a message to me. [ ][ ][ ][ ][ ]
5. The site will provide evidence to prove it has received a transaction from me. [ ] [ ] [ ] [ ] [ ]

Refrence
Ghosh, A. K. (1998). E-commerce Security: Weak links, Best Defences: Wiley Computer.
Gollman, D. (2000). E-commerce Security. Computing and Control Engineering, 116-118.
Grabner-Krautera, S., & Kaluscha, E. A. (2003). Empirical research in on-line trust: a review
and critical assessment. International Journal on Human-Computer Studies, 58, 783-812.
Grandison, T., & Sloman, M. (2000). A Survey of Trust in Internet Applications. IEEE
Communications surveys and tutorials, 3(4), 2-30

Section 6 Trust
1. I believe my transactions through the website are likely to be secure [ ][ ][ ][ ][ ]
 2. I believe my transactions with the bank will not be reliable [ ][ ][ ][ ]
[ ]
3. The bank will inform me if there are problems with my transactions [ ][ ][ ][ ][ ]
4. The bank keeps customers' best interests in mind [ ][ ][ ][ ][ ]
5. I do not trust the online banking website. [ ][ ][ ][ ][ ]

Reference
Bargh, M., Janssen, W., & Smit, A. (2002). Trust and Security in E-business Transactions.
Retrieved 21 October, 2006, from
Chellappa, R. K. (2002). Consumers’ Trust in Electronic Commerce Transactions: The Role of
Perceived Privacy and Perceived Security. Retrieved 4 March, 2007, from
http://asura.usc.edu/~ram/rcf-papers/sec-priv.pdf

Please rank the following statement with:

□ Very satisfied □ Satisfied □ Neutral □ Dissatisfied □ Very dissatisfied

Section 7 Customer Satisfaction

1. In general, are you satisfied with the service of quality? [ ][ ][ ][ ][ ]
2. Are you satisfied with the quickness of the check-out procedure? [ ][ ][ ][ ][ ]
3. Are you satisfied with the relationship between you and your bank? [ ][ ][ ][ ][ ]
4. Are you satisfied with the security provided by the bank? [ ][ ][ ][ ][ ]
5. Are you satisfied with the privacy policy? [ ][ ][ ][ ][ ]

Reference
Belás J. & Gabčová, L. 2016. The relationship among customer satisfaction, Loyalty and financial
performance of commercial banks. E & M Economic and Management, Volume 2, Issue 1, pp
132-144

Berry, L.L. & Parasuraman, A.Q. 1991.Marketing Services, New York, The Free Press.

Berzonsky, M. & Adams, G. 2004. Blackwell handbook of Adolescence. USA: Blackwell

publishingLtd
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