banking– “is it a key success factor

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APPENDIX A - QUESTIONNAIRE

96

Dear Sir\Madam

Banking sector in Sri Lanka is becoming increasingly more competitive. Commercial banks are

putting more emphasis on providing more facilities and services to their customers. Banks are

continuing to introduce innovative electronic-based solutions to serve to customers. This study

analyzes the retail banking customer‟s expectations from license commercial bank. Further, to

identify if electronic-based solutions are the key drivers in terms of bank selection decisions and

satisfaction level from the customer‟s point of view.

This questionnaire has three parts

Section 1 – captures your personal details and banking preferences

Section 2 – captures your bank selection decisions and satisfaction level

Section 3 – captures your bank selection decisions and satisfaction level

The success of this survey depends on your participation and candid responses. I would

therefore greatly appreciate your assistance in answering the questionnaire. Please be assured

that your responses will be kept strictly confidential. Individual participants will not be

identified in the analysis as only aggregated results will be analyzed. Should you have any

queries, please do not hesitate to contact me via email at [email protected].

Thank you for your participation!

Best Regards,

Luxmy Vivekanandan

MBA-IT Student

University of Moratuwa

mailto:[email protected]

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Section 1 - Personal details

1. Age [] 20-24 [] 25-29 [] 30-40 [] 40+

2. Gender [] Male [] Female

3. Are you employed? [] Yes [] No

4. If employed under which occupation group

[] Senior Officials & Managers [] Proprietors & Managers of Enterprises

[] Professionals (Doctors, Pharmacists Teachers etc)

[] Technicians & Associate Professionals [] Clerks

[] Sale & Service workers [] Other ________________________

5. Educational qualification (You can choose more than one option)

[] Doctorate [] Post graduate [] Graduate [] Diploma

[] Professionally qualified []School

6. Are you a resident of Colombo district? [] Yes [] No

7. Do you have access to internet? [] Yes [] No

8. If yes where (You can choose more than one option) [] Home [] Office [] Other

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Section 2 – Banking habits

1. Which one of the following is your prime bank?

[] State bank [] Local private bank [] Foreign bank

2. Which of the following services do you use with your bank? (You can choose more than

one option)

[] ATM [] Internet banking [] Telephone banking [] Mobile banking

3. Are you comfortable with the idea of electronic banking channels like ATMs, Internet etc…

to carryout your transactions than going to a branch?

[] Very comfortable [] Some what comfortable [] Not sure

[] Somewhat uncomfortable [] Very uncomfortable

4. Are you comfortable using electronic channels like ATM's, internet etc to carryout your

banking transaction and prefer using electronic channel rather than going to the branch?

[] Very comfortable [] Some what comfortable [] Not sure

[] Some what uncomfortable [] Very uncomfortable

5. What do you think of the statement “Information Technology has improved the service of

the bank”

[] I agree [] Some what agree [] Not sure

[] Some what disagree [] Completely disagree

6. What do you think of the statement "Information technology has increased the 'Gap'

between the bank and the client"



7. Do you feel Human contact between the bank and the client is necessary?

[] Very important [] Some what important [] Not sure

[] Some what unimportant [] Not important

8. Do you agree electronic channels like ATM; Internet etc will completely replace branches?



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Section 3 – Customer expectations

In you opinion, how important do you consider the following factors of a bank?

1. Bank branch being close to

workplace Very high High Moderate Low Very low

2. Bank branch being close to

home Very high High Moderate Low Very low

3. Bank having high number of

branches Very high High Moderate Low Very low

4. Availability of service desks

(At supermarket etc) Very high High Moderate Low Very low

5. Connectivity to other branches Very high High Moderate Low Very low

6. Bank open in convenient

working hours (open on week

ends)

Very high High Moderate Low Very low

7. Bank having high number of

ATM’s Very high High Moderate Low Very low

8. Availability of online banking

facility Very high High Moderate Low Very low

9. Availability of telephone banking


10. Availability of mobile banking


11. Connectivity to other

banks ATMs Very high High Moderate Low Very low

12. Ease of connectivity of internet

banking Very high High Moderate Low Very low

13. Security of transaction channels

such as ATM, Internet banking

facility


14. Reduced waiting time in Queue Very high High Moderate Low Very low

15. Speed of completing a

transaction (e.g. deposit,

withdrawal, bill payment etc)


100

16. Speed of service (e.g. balance

inquiry, processing loan, update

payments etc)


17. Error free account & transaction

management Very high High Moderate Low Very low

18. Higher availability of service (

reduced down time of Network,

ATM etc)


19. Efficiency in correcting mistakes Very high High Moderate Low Very low

20. Good complaint handling Very high High Moderate Low Very low

21. Providing personal attention to

customers Very high High Moderate Low Very low

22. Employee appearance Very high High Moderate Low Very low

23. Friendliness and helpfulness of

bank staff Very high High Moderate Low Very low

24. Pleasing manner of bank staff

(Can I help you?) Very high High Moderate Low Very low

25. Staff knowledge on product and

services Very high High Moderate Low Very low

26. Ease of contacting manager Very high High Moderate Low Very low

27. Higher interest rate on deposits,

savings etc Very high High Moderate Low Very low

28. Lower service charges Very high High Moderate Low Very low

29. Availability of loans Very high High Moderate Low Very low

30. High ability of flexibility in loan

negotiations Very high High Moderate Low Very low

31. Lower interest rates on loan Very high High Moderate Low Very low

32. Image of the bank Very high High Moderate Low Very low

33. Institutional stability Very high High Moderate Low Very low

34. Safety of funds Very high High Moderate Low Very low

101

35. Family influence (My fathers

bank etc) Very high High Moderate Low Very low

36. Friend influence,

recommendation etc Very high High Moderate Low Very low

37. Innovative banking facilities

such as automatic savings etc Very high High Moderate Low Very low

38. Additional financial benefits

(Bonus on savings) Very high High Moderate Low Very low

39. Additional other benefits such

as insurance gifts etc Very high High Moderate Low Very low

banking– “is it a key success factor

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