Chapter 4: Appendix

Dear Respondent, We the students of Leading University of Business Administration are

conducting a survey and herby request you to fill up the questionnaire. The information provided
by you will be kept strictly confidential and will be used for academic purpose only.

Please put a tick (√) in appropriate brackets.

Questionnaire on “Consumer Preferences for Telecom Operators Regarding Internet

Services”

1. Name:

I Rather not to say

2. Age:

I Below 25 n26-35 n 36-45 I Above 45

3. Gender:

I Male I Female

4. Education Qualification:

I Primary I Secondary I Higher secondary

I Graduate I Post graduate

5. Marital status:

I Single I Married

6. Occupation:

I Student I Government Employee I Businessman

I Private I Other I Rather not to say

7. Monthly Income:

I Below 1000 I 1000-5000 5000-10000 Above 10000

8. Social class:

Lower class Lower middle class Middle class

Upper middle class ,

Upper middle class Upper class

9. Which telecom operator are you currently using for internet services?

Grameen phone Banglalink Robi

Airtel , Teletalk Citycell

10. Which telecom operator was your previous internet services provider?

Grameen phone Banglalink Robi

Airtel ,
Teletalk Citycell

11. Which types of service are you using?

9. I I have a traditional bank account with the same bank

I The brand name of the bank

I The excellent service offered by this bank I Others I Not Applicable

Question no yes no Not If you please

applicabl comment
e
9. Do you have any bank account?
10. 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)

11. In addition to your Internet bank

account, do you also have a traditional
bank account
12. Do you prefer using an ATM to
branch banking?
13. Can you withdraw your expected
amount of money from ATM.
14. Would you use your mobile phone to
do your banking?

15. Any Recommendation for Improving

the Online banking services of the Bank?

16. Is the maintenance of online banking

expensive to you?
17. Can you rely on the security system
of online banking?
18. Do you have any specific complain in
online banking?

Question no Less 1 to 3 3 to 8 8 to 12 over Never Not

than times times times 12 applicable
1 times
20. How frequently
do you use an
Automated Teller
Machine (ATM)
per month?

21. How frequently

do you use a Debit
Card per month?

22. How frequently

do you visit your
bank branch per
month?

23. How frequently

do you use
telephone banking
services per month
(for example,
balance inquiry,
fund transfer
between accounts)?
24. Are you satisfied with the charges imposed on online-banking by NRB Bank?

I Very satisfied Satisfied I Dissatisfied

Very dissatisfied I Neutral

25. What type of problem you face only?

I Limited services I Technological

Question no Disagree Natural Agree Not If you

applicable please
comment
26. Using online banking is
financially not secure.
27. Using online banking
should be an affordable
service.

28. Overall, matters of

security have an influence on
your using online banking?

29. Do you agree that banks

locating in our country fully
provided online banking?
30. Online banking service is
get at of the reach of middle
class and lower class people.
Do you agree this statement?

31. What would encourage you to use more the online banking services?

I Rewards (discounted fees for certain services) I Simpler/clearer service

I Higher security I Time saving I Free transactions

I Nothing else, I already often use online banking services I none of these

32. What are for you the main disadvantages of online banking?

I
 Overall difficulty of using online banking system

Limited service (doesn’t enable all banking operations)

I Security concerns I Lack of assistance

I Impersonality of the service I Dependence on internet service

I No Disadvantage I Not Applicable n Unreliable

33. What are the main reasons that you have not opened an Internet bank account yet?

I Under age I Never heard of Internet banking I Concerned about security

I Haven't taken time to open an account

I Don’t see any real value in having this type of account

I Too new. I would like to see how it works, and then I may open an account

I Not available through my bank I Others I Not Applicable

34. Any Recommendation for Improving the Online banking services of the Bank?

n Yes (If yes Please comment) I No