QUESTIONNAIRE Customers Perception towards E-Banking: Special reference to ICICI & SBI Dear respondent, Electronic banking is a system

where banking services are provided electronically to Bank customers and it has changed the way banking business is done. E-Banking, means delivering of banking service, through the use of I n t e r n e t / E lectronic channels like Computers, Mobiles, ATMs, Television and other Electronic devices. In this context, I Mr. Alok Kumar Dash, conducting research on " Customers Perception towards EBanking: Special reference to ICICI & SBI" Submitted for the partial fulfillment of the award of the degree of Master of Business Administration under the supervision of Satyaban Behera. Kindly spare some of your valuable time to fill up the questionnaire. The information collected shall be used for academic purposes only. Looking forward to your kind help Alok Kumar Dash (Research Fellow) Please tick your response. In all such cases where more than one responses is necessary under the same Question, please tick as many responses as are applicable I am an account holder of ____________________________ Bank. 1 In general, what do you feel about E-Banking as a new system of delivering banking services? a) Vital b) Essential c) Desirable d) Cannot say exactly e) Any other (Please specify) 2. Which of the following E-banking services are provided by the bank? a) ATM banking / Debit Cards b) Telephone banking/Mobile Banking c) Credit Cards d) Electronic transfers (EFTs) (for NEFT/RTGS, Core banking etc) e) Internet Banking (Transaction through internet like online shoping etc.) 3. a) b) c) d) e) How did you know about E-banking services provided by the bank Through bank officials Advertisement in Print Media/Electronic Media/ On line Advertisement Through yours employers Any other (Pleas specify) Dont know about E-banking services of this Bank.

4. Indicate the services offered by your Bank through ATM a) Withdraw of cash/Balance check/Bank statement b) Deposit of cash and cheque c) Requesting cheque book d) Paying any utility bills /Fund transfer e) Dont know 5 Since when have you been using E-banking services? (a) Less than 1 year (b) 1-2 years (c) 2-5 years (d) More than 5 Years e) Not using

6. Rank the following E-banking facilities based on your preference a) Automatic Teller Machines (ATMs)/debit cards b) Home /Office /PC banking (Internet banking) c) Mobile banking/ Telephone banking d) Any other (Specify) e) No idea 7. I use ATM facility for: a) Depositing cash b) Withdraw of cash/Statement Check/Balance Check c) Request cheque book d) Paying utility bills like (Water, Electricity, Phone bills etc.) /Fund transfer e) Dont use ATM facility 8. I use bank website/Internet banking for the following purpose a) b) c) d) e) T o Know bank products advertised Check my account balance/Bank statement Transfer of funds/ request of cheque book/stop cheque payment etc Purchase bank product (e.g. Account opening) I dont use internet to avail E-banking facility

9. Mobile banking is useful to avail E-banking a) b) c) d) e) Strongly Agree Agree Neutral Disagree Strongly Disagree

10. Suggestion / remarks (if any for better E-banking services

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