Internet Banking Questionnaire

This survey is designed to understand Internet user’s perspectives on Internet

banking, their experience with Internet banking, and their expectations on
Internet banking services. Only summary measures and conclusions from this
survey will be reported. Your participation in this survey is greatly appreciated.

How long have you been using the WWW?

 Less than 1 month
 1 to 6 months
 6 to 12 months
 More than 1 year

How many hours per week do you use your computer for fun/play?
 Less than 1
 1 to 5 hours
 5 to 10 hours
 10 to 20 hours
 over 20 hours

How many hours per week do you use your computer for work?
 Less than 1
 1 to 5 hours
 5 to 10 hours
 10 to 20 hours
 over 20 hours

How many hours per week do you use your computer for personal reasons?
 Less than 1
 1 to 5 hours
 5 to 10 hours
 10 to 20 hours
 over 20 hours

Have you performed any of the following activities on-line? (Please check all that
apply)
  Tax filing
 Purchased/sold financial product (e.g., stock, bonds)
 neither of these

How frequently do you use telephone banking services per month (for example,
balance inquiry, fund transfer between accounts)?
 Less than 1
 1 to 3 times
 3 to 8 times
 8 to 12 times
 over 12 times

How frequently do you visit your bank branch per month?

 Less than 1
 1 to 3 times
 3 to 8 times
 8 to 12 times
 over 12 times

How frequently do you use an Automated Teller Machine (ATM) per month?
 Less than 1
 1 to 3 times
 3 to 8 times
 8 to 12 times
 over 12 times

What is the main reason that you typically visit your bank branch (please choose the
single most important reason)?
 to make a deposit
 to get advice for investment options
 to inquire about a balance
 to withdraw cash
 other

Have you purchased any product through WWW?

 Yes
 No
Approximately how many times have you purchased any product through the Internet
in the last 12 months?
 Less than 1
 1 to 3 times
 3 to 8 times
 8 to 12 times
 over 12 times

Please indicate your agreement/disagreement with each of the following

statements.

 I am willing to provide credit card and purchase

information through telephone.

 I am willing to provide credit card and purchase

information through fax.

 I am willing to provide credit card and purchase

information through WWW/e-mail.

 I am willing to provide credit card and purchase

information over the Internet when this information is encrypted.

 I am willing to provide credit card information and personal

information over the Internet to a Web vendor who is well known and reliable.

In the past five years, other than for geographical relocation, how many times have
you switched to a different bank?
 Never
 1 to 3 times
 3 to 8 times
 over 8 times
Have you used (or are currently using) any off-the-shelf personal finance management
software programs (such as Quicken, MS Money, or Meca software)?
 Yes
 No

If you answered Yes to the previous question, how long have you been a regular user
of such software?
 Less than 1 month
 1 to 6 months
 6 to 12 months
 More than 1 year
 Not applicable (check here if you answered "No" above)

For your on-line banking, which of the following category best explains your
situation?
 Your bank provides you with an application software program that operates
on your Phone/Computer.
 You use a Web browser, but the actual banking software resides on the
bank's server in the form of bank's home page.
 Don't use either of these/don't use on-line banking

Do you have a bank account for which you interact with your bank mostly through a
WWW browser? (If yes, we refer to this type of bank account as an Internet bank
account)
 Yes
 No

These questions were asked if the respondent answered "Yes" to the previous
question.

What is the name of bank you have an Internet bank account with?

 Rather not say

What are the most important reasons you opened an Internet bank account? (Please
prioritize the following list in the order of importance. 1: the most important 6: the
least important) Please use each number only once.
1 - Most Important

 Convenience (24 hours service, anywhere connectivity)

  Curiosity

 Better rates

 Safe and secure

 Low service charge

 Easy to maintain my banking transaction activity

What banking services do you use which your Internet bank offers? (Please check all
you are currently using)

 Seeking product and rate information

 Calculate loan payment information
 Download loan applications
 Download personal bank transaction activity
 Check balances on-line
 Apply for consumer loans or credit cards online
 Inter-account transfers
 On-line bill payments
 Others
 Not Applicable

What is the percentage of your household monthly income you deposit to your
Internet bank account?

 %
 Don't know
 Not Applicable

What was the single most important reason that you chose this particular bank as your
Internet bank? (please choose one)

 I have a traditional bank account with the same bank

 The brand name of the bank
  The excellent service offered by this bank
 Others
 Not Applicable

In addition to your Internet bank account, do you also have a traditional bank
account?

 Yes
 No
 Not applicable

These questions were asked if the respondent answered "No" to having an

Internet bank account.

What are the main reasons that you have not opened an Internet bank account yet?
(check all that apply)
 Under age
 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
 Too new. I would like to see how it works, then I may open an
account
 Not available through my bank
 Others
 Not Applicable

How likely is it that you will open an Internet bank account within the next 12
months?

 Very Unlikely
 Somewhat Unlikely
 Neither Unlikely nor Likely
 Somewhat Likely
 Very Likely
 Not applicable
These questions were asked of all respondents.

For your choice of an Internet bank, please indicate how much each of the
following factors (were) are important for you:
 Better rate and lower service charge

 Bank familiarity

 Bank location (geographic)

 The size of bank (in terms of asset)

 Security of Transaction

 Convenience (24 hours service from anywhere)

 Quick service (transaction completed in seconds

instead of minutes)

 Variety of features and services that are

offered(for example; bill payment,account reconciliation, electronic bill payment)

 Integrated value-added services using other on-

line services and resources (for example; other brokerage account summary)

Please add any comments here.

Press Here to SUBMIT Survey Clear/Reset ALL answers

This questionnaire was developed by:

Professors Sue Rhee and Fred Riggins of the DuPree School of Management at
Georgia Tech