Questionnaire

 

General use of service

Strongly agree Agree Neither Agree/Dis. Disagree Strongly disagree
1. I use (free of charge) test opportunities/periods  for services (e.g. 6 months current account for free) 
2. For me as a bank customer are important...
2a. Quality of service
2b. Good care by financial adviser
2c. Price and fees of products and services
2d. Brand / Image of the bank
2e. Wide range of products and services
2f. Bank is easy reachable

3. Which channels do you use to access the bank? (Tick all that apply)

Branch/office
Telephone
ATM
Online (e.g. via Internet)
other (please specify)

 

Strongly agree Agree Neither Agree/Dis. Disagree Strongly disagree
On a web site for me are in general important
4a. Download speed
4b. Entertainment
4c. Ease of use
4d. Privacy protection
4e. opportunities for interaction
4f. Easy navigation
4g. Up-to-date information
4h. personal address
5. I recommend web sites to friends, relatives or colleagues.
6. I use portal sites (e.g. Yahoo!, Lycos) to surf the WWW.
7. If I have the opportunity I register on a web site. 
8. I visit my bank's web site every day.
  Strongly agree Agree Neither Agree/Dis. Disagree Strongly disagree
9. What is your statement?: Compared to the branch / local office I expect that banking over the Internet is /does offer...
9a. better fees and prices.
9b. more service.
9c. makes by life easier.

 

Content of the bank's web sites

  Strongly agree Agree Neither Agree/Dis. Disagree Strongly disagree
10. I expect that the bank's web site will be updated on a regular basis.
11. I expect a privacy statement that informs me about the use of my personal data.
12. I am interested to discuss and to share information  with other bank customers on the bank's web site.
13. I have the opportunity to inform the bank about my expectations concerning the bank's web site.
14. I would like to see adds to related financial topics on the bank's web site.
15. On a bank's web site .... makes me angry.

 

Use of online tools

  Strongly agree Agree Neither Agree/Dis. Disagree Strongly disagree
16. I use more than 1 search engine to find information in the WWW.
17. I use the search function on a web site.
18. I use the FAQ section on a web site.
19. I participate in discussion forum and in online chats.
20. I receive information from the WWW via push technology (Point Cast or Microsoft Channel).

21. I find a financial product in the Internet by using (thick all that apply)...

use search engines.
use of Intelligent agents / meta search engines (simultaneous search in different search engines) 
going to sites that I know.
others (please specify)

 

  Strongly agree Agree Neither Agree/Dis. Disagree Strongly disagree
22. I read in chats and discussion forum to get an investment advice.
23. I would like to take part in a web based training for banking / financial investments.
24. I would like to receive a e-mail newsletter .... a month from my bank.  1 time
2 times
4 times
I do not want to receive a letter. (Next question is no. 26)
25. The newsletter should be personalised to my individual topics of interests.
26. I would like to read other customers' opinions about the bank on the bank's web site.
27. I prefer a web site that I can personalize on the basis on my own preferences.
28. In the future I will execute parts of my financial transactions via a WAP mobile phone.
29. I use online databases to enlarge my knowledge about financial topics.
30. I expect a response to my e-mail within .... hours from the bank. 48 
24
12
31. I use these other online tools / I would like to use these online tools.  tools for calculation (e.g. for loans and interest receivable)
Calling my investment advisor via Internet by clicking on a button on the bank's web site (Voice over IP)

others

Interaction with the bank

  Strongly agree Agree Neither Agree/Dis. Disagree Strongly disagree
32. If I do register on a web site (and give a lot of information) I expect something in exchange.  
33. My bank supplied me with tools (e.g. software) to fulfil my financial needs better.
34.  I would like to find additional information on the bank's web site to the following topics.......
34a. Politics
34b. Economy
34c. Regional information
34d. Leisure activities / culture
35. I would like to be a member of a bank's customers' club or of a bank's loyalty program.
36. I come to a decision for a financial investment by   discussing my decision with investment adviser.
getting a recommendation / decision by the investment advisor.
I decide on my own without a feedback from a investment advisor..
  Strongly agree Agree Neither Agree/Dis. Disagree Strongly disagree
37. A personal relationship/contact with the bank is important for me.
38. A poor web site is a reason to shift to another bank.
39. I agree that information about me are submitted to third parties in order to fulfil my financial needs better. 
40. Selling additional products (or the try to sell them) by the bank according to my origin financial need isn't really my thing.
41. I recommend a good bank to friends, relatives or colleagues.

Hints and additional comments

About yourself

42. How old are you? under 25 
25 -34 
35 - 44
45 - 54
55 - 64
65 or older
43.  Are you:  female male
44. Are you: Employed full-time (24 hours or more per week)
Employed part-time (less than 24 hours per week)
Studying full-time
Not working - retired
Not working - other reason
45. What is the highest educational qualification you have achieved? Secondary / high school or earlier
Higher education, below university / college degree level
Professional qualification of degree standard or above
University / College degree
Doctorate / Masters / higher university degree
46. If you use the Internet, where do you access it? at home
at work (from own PC)
via a mobile phone or similar device
Elsewhere
Do not use the Internet.
47. Which of these is closest to your job title?
48.  Which country do you reside in?

 

Thank you very much for your help.

 

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Status: 28. August 2000