1. Do you use banking services?

 yes  no
If yes:
2. What banking services do you use?
Very frequently Often Seldom Very seldom Never
> 1 time per week > 1 time per month 1-2 times a year 1-2 times in 2 years

Money transfers in Lats     

in currency     
Deposits     
Cash withdrawal     
Account balance information     
History of account     
Currency operations     
Security deals     
Paying interest on loans     
Paying interest on student loans     
Letters of credit     
Home banking (through modem)     
Telephone banking     
3. How often do you visit the bank?
 more often than 1 time per week
 1 time per week
 1-2 times per month
 less often than once in a month
4. What do you value in bank services?
Not important Very important
Personal communication 1 2 3 4 5 6
Responsiveness 1 2 3 4 5 6
Accessibility of information 1 2 3 4 5 6
Location of the bank/branch 1 2 3 4 5 6
Working hours 1 2 3 4 5 6
Speediness 1 2 3 4 5 6
Security, reliability 1 2 3 4 5 6
5. Is personal contact with the bank employee important for you when conducting standard operations?
Not important Very important
1 2 3 4 5 6 7
6. How do you prefer to supervise the state of your account:
To receive
А) information about your account balance B) history of account
 by mail  by mail
 visit the bank  visit
the bank
 by phone  by
phone
 using ATM
 over the Internet  over the
Internet
7. When receiving the information about Your account for You
Not important Very important
Accessibility of information at any time 1 2 3 4 5 6 7
Personal contact with the bank 1 2 3 4 5 6 7
Promptness in fulfilment of the request 1 2 3 4 5 6 7
8. Would you use an opportunity to supervise the state of your account any time of the day/night and any day of the
week by means of the Internet?
 yes
 no, I don’t trust the Internet
 no, it is expensive
 no, no need
 do not know
Comments:__________________________

Respondent’s characteristics:
9. Sex:
 male  female
10. Your age:
 10-17
 18-22
 23-30
 31-40
 41-50
 51-60
 61+
11. Your family status
 married  unmarried/single  divorced  widowed
12. Children
 Don’t have any 1 2 3  more than 3
13. Education
 elementary
 secondary
 vocational
 bachelor
 master
 doctor
 Higher unfinished/undergraduate (specify the degree)___________________
14. Which major/faculty?__________________________________________________
15. In what sphere of economy do you work?
 financial/banking
 transport
 telecommunications
 manufacturing/industrial
 wholesale and retail trade
 hotels and restaurants
 education
 medical care and social care
 agriculture
 fishery
 do not work/unemployed
other/comments_____________________________________________________________
16. What income do you receive (after tax)?
 50-100 Ls  101-150 Ls  151-200 Ls  201-300 Ls  301-400 Ls  400+ Ls
17. You live in the
 Riga  city  town  regional centre  rural area