Mobile Banking Questionnaire
Name
_______________________________________________________
Interview
Date
_______________________________________________________
1. Gender
□
Male □
Female
2. Age (years)
□
Less than 18 □
19-‐30
□
31-40
□
41-50 □
Above 50
3. Marital Status
□
Married
□
Unmarried
4. What is your current monthly household income (in AED)?
□
Under 5000
□
15,000-25,000
□
25,000-35000 □
Above 35,000
□
Cannot share □
Not Applicable
5. What is your nationality? __________________________
6. What is the highest level of education completed by you?
□
Secondary Education
□
Senior Secondary
□
Graduate
□
Post
Graduate
□
If other, please specify
____________
7. What is your occupation?
□
Self-employed □
Unemployed
□
Public Sector
□
Private Sector
□
House-wife
□
If other, please specify
______________
8. Do you use a mobile phone?
□
Yes
□
No
(Please exit the questionnaire)
9. Do you have a Bank Account?
□
Yes
□
No
(Please exit the questionnaire)
10. Are you aware of mobile banking?
□
Yes
□
No (If No, Please go to Part C)
11. Do you use mobile banking?
□
Yes
(If Yes, Please go to Part A)
□
No (If No, Please go to Part B)
PART A
CONSUMER BEHAVIOUR AND PERCEPTION OF PEOPLE WHO ARE AWARE AND USE
MOBILE BANKING
12. What are the mobile banking services you use?
□
To get account balance update □
To transfer money □
To Pay utility bills
□
To buy goods or services
□
All the above
□
If other, please specify______________
13. PERCEPTION ANALYSIS
Strongly Strongly
Agree Neutral Disagree
Agree Disagree
I think using mobile banking saves my
□
□
□
□
□
time
I can carry out my banking operations
easily using mobile banking □
□
□
□
□
I am happy with the User Interface of
mobile banking □
□
□
□
□
I trust the network connectivity while
doing a transaction using mobile banking □
□
□
□
□
I find mobile banking cost effective as
compare to visiting banks □
□
□
□
□
I used mobile banking because of its 24 X
7 availability □
□
□
□
□
I am satisfied with the level of data and
information security provided by the bank □
□
□
□
□
I am comfortable using new technologies
like mobile banking □
□
□
□
□
I am completely aware of all the mobile
□
banking services □
□
□
□
I use all the mobile banking services
□
□
□
□
□
14. Please rate your overall satisfaction of using mobile banking services.
(1 being the lowest and 5 being the highest)
1 2 3 4 5
□
□
□
□
□
15. Have you recommended mobile banking to others?
□
Yes
□
No
16. How did you get to know about mobile banking?
□
Internet
□
Friend
□
Bank itself □
Newspaper
□ If
other, please specify
______________
PART B
CONSUMER BEHAVIOR AND PERCEPTION ANALYSIS OF PEOPLE HAVING AWARENESS
BUT NOT USING MOBILE BANKING
17. You do not use mobile banking services. Please rank your preferences from 1 to 5
(1 being the lowest and 5 being the highest)
1 2 3 4 5
My phone does not support it □
□
□
□
□
Transactional risk □
□
□
□
□
Prefer via other means like internet banking □
□
□
□
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Complicated User Interface □
□
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Takes more time □
□
□
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□
18. Perception Analysis
Strongly Strongly
Agree Neutral Disagree
Agree Disagree
I feel mobile banking services are meant
for wealthy people □
□
□
□
□
I am not satisfied with the User Interface
of mobile banking □
□
□
□
□
I do not trust the network connectivity
while doing a transaction using mobile
□
□
□
□
□
banking
I am not comfortable using new
□
technologies like mobile banking □
□
□
□
I do not use mobile banking because of
possibilities of identity theft, fraud or
□
□
□
□
□
hacking
I feel the mobile service provider might
not perform well and process payment
□
□
□
□
□
incorrectly
I find it risky to share my private and
sensitive information with the bank □
□
□
□
□
I am completely aware of the mobile
banking services □
□
□
□
□
I have problems in understanding the □
□
□
□
□
language used in mobile banking
19. How did you get to know about mobile banking?
□
Internet
□
Friend
□
Bank itself □
Newspaper
□ If
other, please specify
______________
20. What would motivate you to adopt and use mobile banking?
□
Improved User Interface
□
Reduced risks involved in my
transactions
□
Increased awareness
□
Free demo by the banks
□ If
other, please specify
______________
Part C
Consumer behaviour of people not aware and not using mobile banking
21. Would you like to be aware and use mobile banking services?
□
Yes
□
No
Thank you for your valuable time!
